Consider this: your patient’s interaction with your practice and its brand does not begin and end when he or she makes an appointment with your office. Their journey begins well before that phone call comes and continues long after. Understanding the buyer/patient journey and how you can take advantage of opportunities to connect with customers at each point along the way should be the cornerstone of your marketing program.
A customer’s journey is comprised of many touchpoints with your brand; each of these inform your patient’s decision along the way to becoming your patient, advocate, or, in the worst case, detractor. In this infographic, we’ll illustrate the concept of touchpoints and show you how to improve your customer’s journey at every step of the way.
And for more in-depth info regarding touchpoints, check out this article.