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10 Innovative Strategies to Boost Customer Loyalty in MedTech

10 innovative strategies to Boost Customer Loyalty in MedTech

Building customer loyalty, specifically in the medtech industry is a necessity for sustainable growth. It's a journey that begins with the caregiver's first interaction with your technology or service and continues throughout the lifespan of their involvement with your company. 


Loyal and happy customers are more likely to buy additional services, recommend you to their peers, and ultimately buy from you again. It also just makes financial sense to focus on keeping your existing customers happy as it famously costs 5 times as much to acquire a new account than retain an existing one.


Here, we look at 10 strategies to help you build loyalty with your healthcare customers.


1.  It’s all about the product.

In the competitive landscape of medtech, having a quality and well-performing product is key; it's all about functionality and reliability. A well-designed user-friendly product ensures a hassle-free experience, and not only meets the customer’s initial needs but can grow with them over time. This fosters trust in your brand. Customizing product features, to address specific customer requirements, even if it’s a simple thing, can also help build confidence. 


2.  A lifetime of support

Proactive customer support is paramount. From initial onboarding to ongoing troubleshooting, comprehensive support for the lifetime of the partnership ensures that customers feel valued and supported throughout their journey. By offering proactive assistance, responsive service channels, continuous training programs, and even remote assistance, you demonstrate a commitment to your customers’ ongoing success.


3.   Getting the best out of technology

Ensuring optimal utilization of the technology they have invested in is key to driving value for your customers. Too often, caregivers only use a fraction of the innovations they have bought.  By facilitating programs and support that help end users access the full potential of your technology, you will position yourself as a trusted partner in their success, driving loyalty and advocacy. Programs can include in-context and on-the-job support for users, continuous training, quick access to clinical resources, refresher courses, and professional development. How-to platforms such as those from www.SIMPI.com/medical  can play an important role here, bridging the gap between formal and continuous training,


4.  100% inspiration

Sharing customer success stories is a powerful way to inspire confidence in your brand. By highlighting real-world examples of how your technology has transformed patient care or improved operational efficiency, can help other users understand what more they can achieve with the systems they have purchased. Establishing reference sites, publishing case studies, and facilitating knowledge exchange between sites, and physicians further amplifies the impact, fostering a sense of community and trust. 


5.  Invest in their success

Empowering your customers to promote their newly purchased technology as part of their marketing campaigns helps the healthcare provider achieve their KPIs. Providing approved content to your customers, facilitating joint marketing campaigns, and leveraging your networks to amplify their message, drive loyalty, and lead to potential business growth for both partners.


6. Co-create the next generation

By soliciting input and involving existing customers in the product development process, you demonstrate a commitment to their needs and ultimately ensure your offerings align with evolving customer needs.  Exclusive "first trial" options and co-creation opportunities, build a sense of partnership while sharing product roadmaps to help healthcare customers plan their technology renewals, ideally aligned with your new product releases.


7.   Always up to date

Timely updates and upgrades ensure that customers have access to your solution’s latest features and capabilities. This enhances their ongoing experience and positively impacts satisfaction, it can also be built into the business model for specific accounts, ensuring your customer’s investment remains future-proof. This approach demonstrates a commitment to the healthcare provider’s ongoing success.


8. Don’t forget them!

Building lasting relationships with customers requires more than just a one-time sale; it requires ongoing engagement and support. By maintaining regular communication and visits from your account, clinical, sales, and technical teams, you demonstrate a genuine interest in their success. Providing personalized support is also key to maintaining loyalty.


9.   Tell them about it!

By reporting on key metrics and demonstrating the impact of your technology, towards the healthcare provider’s goals you show commitment to accountability and continuous improvement. Highlighting internal successes but also areas for improvement fosters an open dialogue and collaboration, driving loyalty and partnership. 


10. Demonstrate trust, share the risk

Trust is the foundation of any successful partnership, but especially so in the highly regulated and complex world of MedTech. By aligning your product value propositions with customer objectives, potentially even going into risk-sharing partnerships demonstrates your commitment to their success. For larger accounts, facilitate regular top-to-top meetings, between your company’s leadership team and the hospital’s C- suite to ensure your customers feel heard. Most importantly, by being honest, open, and transparent in your dealings, you build trust and credibility, driving loyalty and mutual growth.


Customer loyalty is the cornerstone of success

By prioritizing customer needs, fostering collaboration, and embracing innovation, MedTech businesses can cultivate lasting relationships that drive mutual growth and prosperity. Embrace these ten strategies to build loyalty with your customers and embark on a journey to sustained success. Reach out to www.unplainjane.net to learn more. 


About the author  

Sarah Morton has over 25 years of experience in the healthcare industry. A former Philips employee, she held various leadership roles from marketing strategy and engagement to sales excellence and customer education. Sarah is an independent consultant at www.unplainjane.net and a keen advocate for continuous innovation in the customer journey. Originally from the UK, Sarah has been based in the Middle East for the last decade, and in her free time is a keen creative writer and amateur stand-up comedian.

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