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You have been hired as an outside consultant for a public and large, durable medical equipment and medical supply company. The company specializes in a wide range of medical supplies and equipment. Its most profitable offerings include hospital bed rental to private residents, wheelchairs, walkers, scooters, and other mobility equipment. However, the company has realized that competition is increasing, and its market share is shrinking. The company noted that most of its customers are new, and very few are repeat customers. The company is concerned with customer loyalty. The medical supply company's Chief Marketing Officer has asked you to develop a plan to improve customer loyalty.
1. Describe and critically analyze at least five contemporary best practices to improve customer loyalty in a healthcare organization.
2. Discuss the (multiple) benefits that loyal, and repeat customers offer healthcare organizations.
3. Develop and defend at least four recommendations for the medical supply company based on your research on improving customer loyalty. Include a brief overview of how each recommendation would be implemented at the company.
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