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My Role As A Customer Loyalty In Healthcare

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Being a customer and a patient of various healthcare entities I can honestly say I have become loyal to certain facilities and or brands. There are a number of reasons my loyalty is linked to certain healthcare brands as well as my journey of how I came to this particular point of considering myself loyal. I have been a loyal fan of Monroe Carell Jr. Children's Hospital at Vanderbilt, here in Nashville, TN since 2001. Since coming to Nashville, TN for undergraduate study I grew familiar with the various healthcare and teaching facilities that Vanderbilt has to offer. This Vanderbilt brand itself is known for excellence around the country, not just in Tennessee. Vanderbilt is known for providing quality care and I have had great experiences with their …show more content…
In October of 2012 my son had surgery at Monroe Carell Jr. Children's Hospital and from the initial apt to the follow up I was totally impressed with how they made me aware of what was going on every step of the way. The best way to generate customer loyalty is to consistently provide customers with superior value. Superior value is a combination of superior quality, superior cost, and superior service (Goetsch & Davis, 2013). I am not an easy customer or patient to win over, so if I have become loyal to a brand they have provided exceptional customer service on several different occasions. In order to lose me as a customer the company must have dropped the ball or provided me with poor care customer service more than twice, without offering to correct the mistake or rectify the situation. Healthcare providers are challenged to always ensure better patient experience, winning patient's’ satisfaction, and loyalty and remain competitive in today's healthcare market (Purcarea, 2016). A bad experience can ruin the trust and loyalty you have built with a company in a very short period of

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