Unfortunately, good patient care
(as defined by providers) is not sufficient to maintain loyalty. Perhaps it’s
time to learn customer loyalty programming from other industries.
Daniel K. Zismer, PhD, is associate professor at the University of Minnesota School of Public Health, director of its Executive Studies Program, and managing principal of Essentia Health Consulting.
Acknowledgement: The author thanks
the leadership team of NOVU for its contributions to this manuscript. NOVU is a
Minneapolis-based firm specializing in
applications of digitized, brand loyalty strategies to health care.
1. H.R. 3590 – Patient Protection and
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37( 3): 36-43, May-June 2011.
4. Rosser W W, Colwill JM, Kasperski J,
Wilson L. “Patient-Centered Medical
Homes in Ontario.” The Ne w England
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Grace E. Terrell, MD, MMM, FACP, CPE, FACPE and J.M. Bohn, MBA
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