How can clinics use member management to stimulate doctor-patient interaction

Welcome To Bulk SMS Master Title: How can clinics use member management to stimulate doctor-patient interaction? Under the impact of the epidemic, people's acceptance of digital healthcare has surged, which has also made clinics face challenges, including how to catch up with the wave of digital transformation, or how to make good use of major marketing tools to develop a powerful member management system! The following article will share some key points to help you understand how to make good use of platforms such as LINE official accounts to improve the problems you often face, such as low self-pay ratio, high customer acquisition cost, high blocking rate, etc. Key point 1: Customised attribute labels to classify different members. There are many products and services on the market that provide more thoughtful and delicate choices in design in order to be closer to consumer needs. But when the concept is applied in clinics, how can we achieve personalization? First of all, we need to define the so-called personalised clinic marketing.

The main purpose is to hope that Bulk SMS Service customers can feel "This is simply tailor-made for me!", thereby creating a sense of uniqueness, caring, and having more goodwill and trust in the clinic. To achieve this goal is very simple. The official LINE account has an audience segmentation function, which allows you to segment and label. You can set some simple questions or menus during one-on-one conversations with customers. As long as the customer clicks to reply, The system will mark the tags and classify people with different tag attributes. For example, the clinic can ask the customer about the treatment they want to consult in the welcome message. When the customer clicks "liposuction", they will be tagged with a keyword tag. If there is professional knowledge and activities related to liposuction in the future, they can easily be sent to this group of people. Focus 2: Share different professional knowledge and treatment information based on member attributes In the past, the indiscriminate mass messaging model made it easy to send messages to people who were not interested, resulting in poor user experience, high blocking rates, and increased marketing costs. Now, using the function of LINE's official account, you can, based on member tags, Accurately push treatment information, event news, etc. to groups who really need it! In addition, LINE's graphic menu can also display different content according to different tag attributes. For example, it can provide a series of liposuction knowledge, procedures, and doctor's

menu items for customers tagged #liposuction, or it can also display different content based on the tag attributes. Gender differences between new and old customers can be used to customise different content to increase conversion rates. Focus 3: Make good use of the membership system to provide diverse and exclusive activities As customers visit the clinic more often, the level of stickiness will increase, making the clinic a habit in customers' lives. To get customers to continue to return for treatment and purchase treatment services, they can make good use of the "membership system" , the following will give you an analysis and understanding from two levels: Exclusive benefits for members: After establishing a membership system, you must seize important opportunities such as major festivals or member birthdays! Because members willingness and intensity to receive information at these times are usually higher than in general event promotions, it is recommended to send members good benefits, birthday cards, etc. to make them feel a sense of belonging and uniqueness. Adding consumption incentives: Launching customised incentives based on each customer's personal preference for treatment and consumption history is a very attractive clinic promotion strategy! For example, in the summer, we will launch liposuction and slimming pen information for people with the "liposuction" tag attribute, develop dental implant activities for groups who are "missing teeth", and launch first-time purchase gifts, etc. The clinic can flexibly adjust its activity model according to current events, new year festivals or treatment courses, so that customers are willing to interact with the clinic repeatedly and promote long-term stable development of revenue. Focus 4: Provide personalised interaction channels The success of the membership system cannot simply rely on promoting preferential activities and benefits. Instead, it needs to create more personalised interactive channels and actively promote connections with customers. Taking the LINE official account commonly used in clinics as an example, it can make good use of many A clever trick to enhance interaction:

Emphasis on personalised care: Use the one-on-one chat function to inquire about members physical conditions, or send postoperative instructions. Through two-way communication and interaction, the clinic can become a special presence among many competitors and cultivate in-depth customer relationships. Integrate clinic information: Integrate doctor information, latest news, treatment knowledge, etc. through graphic menus to create a "micro-official website" so that customers can easily obtain all necessary information. This centralised information management method is also more convenient Make it easier for customers to interact with the clinic and enhance their sense of participation Establish a community: Create a group for sharing health knowledge and treatment experience, allowing customers to communicate with each other in this virtual community, forming a space for common growth, which not only enhances customers' sense of belonging, but also helps to form a good medical ecosystem Meet diverse needs: Starting from entering the clinic, usually the process that each customer has to go through is nothing more than consultation, registration, on-site waiting, medical consultation, understanding of postoperative precautions, etc. If part of the process can be completed online, such as using LINE, The account integrates with the CRM or HIS medical record system to create functions such as online registration, dialling, automatic appointment reminder

personal health education instructions, etc. It is extremely convenient for the clinic and the client. What's even better, Customers can complete these processes in LINE without downloading an additional APP. Focus 5: Satisfaction survey, listen to the voice of every member In the member management strategy, "satisfaction survey" is an indispensable link. It is not only a one-way evaluation process, but can also be regarded as an interactive mechanism that allows every member's voice to be fully heard. And through quantitative survey results, it helps clinics find room for improvement, thereby improving overall operating efficiency. However, the traditional paper-based satisfaction survey method is more time-consuming and members are not very willing to fill it out. If the LINE official account is combined with the CRM service, not only can the satisfaction survey questionnaire be automatically sent after the operation, but also through the diversion mechanism , guide customers who have a good medical experience to leave positive reviews online, and feedback about poor experiences will be kept in the background, allowing the hospital to know the voices of customers and improve service details while avoiding affecting the clinic's reputation! Finally, please note that the satisfaction survey will not be a regular form, but more like a long-term, iterative process. With the optimization, adjustment and expansion of clinic services, and the needs and expectations of members may also change over time. Questionnaires should be continuously adjusted to ensure that the data indicators obtained meet the requirements. Conclusion Good membership management can not only attract new customers, but more importantly, maintain and deepen the doctor-patient relationship. However, as the number of clinic members increases, the time and effort required to invest every day may also increase. For counter staff , customer service staff are no small burden. At this time, they can make more use of digital tools to effectively deliver personalised messages and activities to target audiences, so that clinics can manage members in a more time-saving, effort-saving, and cost-saving manner. !

Related TAGs Marketing trends and new knowledge Industry knowledgeLINE official account Alepine Jiangling Interactive Alepine was founded in 2017 and was selected into the LINE PROTOSTAR Rising Star program in 2019. Since 2022, it has been continuously awarded silver certification by LINE's official account technology partner. It is the only ManTech service provider among the selected companies that focuses on the medical field. Alley Pin's product services cover everything from operations to marketing, including CRM services for health insurance and self-pay clinics, medical brand consulting services, and an online medical and patient matching platform, which can strengthen the competitiveness of hospitals, improve doctor-patient relationships, and create a better future for hospitals and patients. and a win-win situation for medical and nursing care. Alepine has assisted more than 1,000 dentists, Chinese medicine, Western medicine and medical aesthetic clinics to introduce its solutions, has been recommended by more than 3,000 doctors, and has served more than 3 million patients in total. It is the preferred partner for medical institutions to carry out digital transformation. Taiwan's industry leader in smart healthcare.

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