You have been hired as an outside consultant for a large
durable medical equipment and medical supply company. The company specializes
in a wide range of medical supplies and equipment. Some of its most profitable
offerings include hospital bed rental to private residents, wheelchairs,
walkers, scooter and other mobility equipment. However, they have come to
realize that competition is increasing and market share is getting tight. They
note that most of their customers are new costumers and very few are repeat
customers. They are concerned with customer loyalty. The medical supply company
owner has asked you to train develop a plan to improve customer loyalty and
train the staff.
Create a report
that describes and critically analyzes at least 5 contemporary best practices
to improve customer loyalty in a health care organization.
Be sure to discuss
the (multiple) benefits that loyal, repeat customers offer to health care
organizations.
Develop and defend
at least 4 recommendations for the medical supply company based on your
research on how to improve customer loyalty. Include a brief overview of how
each recommendation would be implemented at the company.
Develop an initial
training plan for the company relative to 1 recommendation, explaining expected
results in terms of staff and customer outcomes.
The body of the resultant paper should be 5-7 pages and
include at least 5 relevant peer-reviewed academic or professional references
published within the past 5 years.
For a resource guide on using the online library to search
for references, please click here.
