Leveraging Patient Opinions

leverageIn an era of squeezed margins, increasing product complexity and heightened competition, eyecare patient/customer expectations are higher than ever.  It’s more than product or price.  They want better service, when they want it, and how they want. So, understanding what your patients experience means everything.

And while the need to understand patients is more important than ever, our ability has been diminished. If they rush out to Facebook or Google or Yelp you can only hope you did good enough.

You’d rather be the first to hear about their experience – good or bad, and know what the opinion forming moments were for them, and how you measured up. The secret to delighting patients lies in exceeding their expectations. Proactively asking the right questions, effectively analyzing the answers, and using the results for positive changes creates a feedback loop that transcends social media – it’s leveraging customer opinions to maximize their experience and your bottom line.


What is Most Important to Your Patients When Visiting Your Office?

What is Most Important to Your Patients When Visiting Your Office?

Time spent with you, the doctor, seems to be the make-or-break patient experience factor for many, results from focalCenter Insights’ Key Drivers of the Patient Experience suggests.

Measuring Vision Plan Quality Outcomes – Webinar

Tune in to NAVCP Webinar on Tuesday, November 19th, 1:00 PM EST when Ronald Krefman, OD, FAAO, founder and CEO of focalCenter discusses Measuring Vision Plan Quality

Its NO-COST and NO-HASSLE – just click here to pre-register and log in the day of for can’t-miss insider insight.

New Research Report Illustrates ‘Managed Vision Care Patient Experience’

NEW YORK—What are the key drivers of  the consumer’s experience with his or her vision plan? How did their vision plan customer service satisfaction measure up? A new report, just released by focalCenter and Jobson Optical Research studies those issues, and explores the entire vision plan experience in depth.  Read more in Vision Monday or go to the Jobson Optical Research site