Customer loyalty is a high priority in the health tech industry. When customers have a good experience with your brand, they become more loyal to your brand and they are most likely to share their experiences with others. This means more referrals and a more positive digital experience.
In this article, we'll share 10 ways that you can improve customer loyalty for your health tech firm and reduce churn.
Here’s what we’ll consider:
- Improve the onboarding process
- Facilitate personal experiences
- Reward your best customers for boosting app engagement
- Provide more information to your customers
- Value your customers’ privacy
- Analytics and segmentation
- Improve messaging via in-app messages and push notifications
- Provide a seamless payment process
- Increase employee appreciation
- Improve speed of service when possible
2. Bottom line
10 ways health tech apps can improve customer loyalty
Healthcare goes beyond health tips and treatments. You need to build a solid relationship with your customers to improve retention and boost customer loyalty. In this section, we’ll share 10 powerful ways that you can improve customer loyalty for your healthcare firm.
1. Improve the onboarding process
A bad onboarding process is the fastest way to get users confused, tired, and even worse—churn. Instead of putting your customers in such an awkward situation, you can apply valuable strategies to deliver a great onboarding process and create a good first impression. Here are some ways:
- Avoid bombarding users with multiple features at once. Instead, use intuitive screen tips to explain specific product features one step at a time.
- Create product awareness through interactive walkthroughs and short video tutorials
- Use surveys and feedback widgets to check up on new users. You can ask them to rate their overall digital experience or provide more detailed feedback about any issues they may have experienced.
When you deliver a great onboarding experience, you help your customers to understand and use your app better, hence increasing customer retention and customer loyalty.
2. Facilitate personal experiences
Providing personalized experiences to customers is no longer a questionable matter. Customers have stated severally that they prefer brands that deliver personalized messages over brands that don’t. The reason is obvious—personalized messages gain customers' attention and make them feel appreciated.
With the help of customer data, you can apply personalization when communicating with your customers.
For instance, you can send personalized messages to customers to nudge them when performing a task like taking a med, measuring body temperature, or finishing their daily walk. Here's an example of applying personalization when interacting with customers.
When you consistently deliver contextually relevant in-app messages, you’ll make your customers rely on your app for a healthy lifestyle, which will eventually lead to increased product usage and brand advocacy.
3. Reward your best customers to boost app engagement
Without a doubt that rewards provide a great way to increase customer attention and focus. When you reward your most active users, you can easily increase engagement and boost loyalty. For instance, you can introduce gameplay to get users engaged and help them build habits that influence their lifestyles in a positive way.
Gamification elements like opinion polls, trivia, and mini-games can help you understand customers while allowing them to use your app regularly and track their health.
Zinrelo Healthcare shows an example of rewarding customers. The wellness platform rewards customers with points that they can use to exchange for gift cards, discounts, charity donations, and more.
Rewards and performance badges provide an excellent way to increase user retention and loyalty. If they perform a task, you can motivate them to reach better health outcomes.
4. Provide more information to your customers
Being transparent about how your brand operates can make user interaction more pleasant. If your customers feel like you hold back information, they may feel distrustful.
How do you explain complex medical terms? Remember your customers aren't medical professionals, so they may not understand the technical or biological complexities of health terms.
It's your responsibility to ensure that you explain medical information in the most comprehensive way possible. Curai health care shows an example of providing a well-explained medical prescription to a patient.
5. Value your customers’ privacy
In the healthcare industry, privacy is a major concern. Patients provide confidential information, so the best thing you can do is keep their data safe. If your users feel that you don't value their privacy, they may not trust your app and brand.
When it comes to handling sensitive customer information, you need to apply a greater degree of privacy and understanding so that your customers will feel comfortable using your app.
How can you achieve this? When users sign up for your service, ensure you inform them about your commitment to your company's privacy policies. Also, remind them that their private information is safe and your company will not sell their sensitive data for marketing purposes.
6. Analytics and segmentation
Analytics and segmentation provide a great way to gain insight into your customer's health and behaviors.
They help you answer questions like
- What type of customers uses your app the most?
- Are your app features solving your users' core issues?
- Are you targeting the right customer segments?
Rather than relying on guesswork, you can use analytics data to learn more about your customers' health problems, medications, symptoms, and more.
You can also create customer segments that will help you divide your customers into groups based on their behaviors and actions. This will help you create relevant and personalized messages in a timely manner.
With Engage, you can use our powerful segmentation feature to build unique user attributes and engage the right customer segments.
7. Improve messaging via in-app messages and push notifications
Push notifications and in-app messages are effective ways for delivering timely messages to customers to promote a positive user experience. When you apply the right strategies, you can use push notifications and in-app messages to help customers to
- Engage better with your app features
- Become more active users
- Improve their overall digital experience
To get push notifications and in-app messages right, you need to understand your customer customers, send relevant messages and avoid spamming them. For example, when a customer achieves a milestone, you can provide suggestions for getting healthier via personalized push notifications and in-app messages.
8. Provide a seamless payment process
A complex payment process can easily get customers confused and make them less likely to use your app, which in turn will increase churn.
To increase product usage, it's important to make your payment process as seamless as possible. Inform customers about all the payment options you have available to avoid complications.
9. Increase employee appreciation
When you make your employees feel appreciated, they'll most likely treat your customers better. If some of your employees feel dissatisfied or unappreciated, then there's a chance they won’t treat customers in a positive manner.
There are many ways that you can make your employees feel appreciated but we’ll mention a few of them
- Celebrate milestones – congratulate employees on their work anniversary and thank them for their commitment to your organization
- Send a note to your employees' families letting them know how valuable their family member is to your company’s growth
- Highlight employee accomplishments (big or small) in monthly staff updates or newsletters
10. Improve speed of service when possible
The final way you can improve customer loyalty for your health tech app is by improving your speed of service when possible. Customers value fast speed of service so it's important that you deliver health services in a fast and reliable manner. For instance, if a customer needs to speak with a customer rep, it's crucial that the customer is not kept waiting for extended periods.
People want answers and support as quickly as possible, if you make it a priority to provide an improved and fast service, then your customers will appreciate your brand even more.
To improve customer loyalty for your health tech firm, you need to understand your customers and apply some of the strategies mentioned above to boost app engagement. Remember to optimize the onboarding process and apply personalization when sending in-app messages and push notifications. Also, reward your most active customers to incentivize them to spread the word about your app.
You can decide to give customers points so that they can exchange them for other freebies like gift cards, coupons, or donations.
With Engage, health tech firms can improve their customers’ digital experiences with personalized in-app messages and push notifications. We also provide a powerful segmentation platform that helps you to create specific customer segments based on your customer data.
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