Dr. Malik was speaking on the topic “Moving From Customer Satisfaction to Customer Loyalty”. The conference was part of the three-day Hospital Build Middle East 2011 Exhibition and Congress held at the Dubai International Conference and Exhibition Centre.
Hospital managers like to blame patients for not being loyal, but in many cases they have not given their customers any reason to be loyal, the doctor said. “Patients are looking at a connection with hospitals that transcends mere transactions, so that the outcome is a compelling experience,” Dr Malik said, adding, “The patients want to do business with an organization they can recommend to their friends with passion.”
He explained in detail that cost of acquiring a new customer is always much more than retaining an existing one in most businesses. “Like preventative drug, customer loyalty builds resistance to future illness,” he told the delegates.
The Healthcare Management Conference featured addressed many challenges faced by today’s managers in healthcare. It also offered a range of updates and solutions to ensure lower operating costs, higher quality services, greater efficiency, and better access to care.
The Conference was addressed by some leading healthcare experts from the around the world. The speakers list included Conor Ellis (Head of Health Sector, EC Harris Hong Kong Limited, UK), Matthew Ranson (Brand Director, RANSON, UAE), Teresa May (Chief Strategy Officer, Stanley Security Solutions – Stanley Healthcare Solutions, USA), Alexandre Mussallam (CEO, MAF Dalkia Middle East, UAE), Dr. Ajit Nagpal (Former Advisor, Health Policy and Hospital Affairs, Ministry of Health, UAE), Dr. Bruce Havelock (Leadership & Organizational Excellence Practice Leader, EMEA, GE Healthcare) and Holger Micheel-Sprenger (Managing Director, ICME Healthcare, Germany).
Dr. Sanjiv Malik is an Honorary Board Member National Accreditation Board for Hospitals & Healthcare Providers (NABH – India). He heads the Consultancy Division of DM Healthcare.
Saturday, June 18- 2011 @ 9:21 UAE local time (GMT+4) Replication or redistribution in whole or in part is expressly prohibited without the prior written consent of Mediaquest FZ LLC.