Loyalty in healthcare and empathy for all

My PK colleagues and I have experience working with well-known brands across industries; we’ve seen the impact that compelling membership structures can have on the consumer-brand relationship. In the process, we’ve developed our own model of connected membership designed to cultivate products and interactions that touch customers before, during and after care episodes to increase engagement and consumer loyalty.

This week, Healthcare Business Today, previewed a longer guide to Consumer Loyalty in Healthcare I’ve been working on with my PK Global co-worker, Stephanie Cohen.  It starts with a case study I’ve taught from at Rutgers the last few years, and cites some provocative polling about erosion of trust in healthcare, which got me thinking about how to a pandemic need for empathy.

There’s a much longer and more specific version of this coming — but for now, if you’re interested in Loyalty in Healthcare, these are our starter-thoughts.

Also, on the theme of having empathy during a time of societal trauma that war or epidemic brings.  I’d like to note Google’s Wellbeing Manifesto. Its essentially a full-page ad, made for social media. Its forward with empathetic sentiment, while being soft on branding – not directly promoting Google’s Wellbeing app. This is the kind of project I’ve enjoyed working on late in to the night, brand positioning with a chaser of humanity. This is as much a sign of the times, and how brands are trying to find their way to what they perceive as a much needed tone of caring.


46 Responses to "Loyalty in healthcare and empathy for all"

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    December 4, 2021

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    May 26, 2022

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    May 30, 2022

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    July 15, 2022

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    July 29, 2022

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    October 12, 2022

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  • Aaron

    October 13, 2022

    Loyalty is the new opportunity for healthcare providers, and the only way to improve healthcare customer loyalty is with digital empathy. See: https://www.sprayfoaminsulationoftulsa.com/open-cell

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    October 14, 2022

    This is a reflection of the times and how businesses are attempting to adopt what they see as a critical caring tone.

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    October 21, 2022

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    November 9, 2022

    How can healthcare promote empathy?

  • A small act of compassion can go a long way!!

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    November 25, 2022

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    December 12, 2022

    Patients who feel listened to, respected and genuinely cared for are much more likely to be loyal to their providers who treat them in this way.

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    December 22, 2022

    An effective digital strategy should encompass the entire organization and touch each part of the business. It is no longer enough to have a website, an app, or a social media presence; organizations must look at how they can use digital tools to drive innovation and growth across all departments.

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    February 13, 2023

    This is true, in an industry that requires so many client interactions having basic empathy for your clients is the key to retaining their loyalty. One coommpany that I think has a lot of empathy for their clients is https://www.paintersgainesvillefl.com

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    September 28, 2023

    Your ideas are great about Loyalty in healthcare and empathy for all, and it works when we take care of the complete process and know the requirements of the customers. When I visit here I saw many people are interacting here to find more information.

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    October 31, 2023

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  • take a tour

    December 27, 2023

    It sounds like you and your colleagues at PK have been actively involved in exploring and implementing compelling membership structures to enhance consumer-brand relationships across various industries, with a particular focus on healthcare. The development of a connected membership model that engages customers throughout their journey, from pre-care to post-care episodes, reflects a strategic approach to fostering consumer loyalty.

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    January 2, 2024

    This is a reflection of the times as much as of how marketers are attempting to connect with what they see as a critical caring tone.

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    January 4, 2024

    Can technology tools, such as telehealth platforms or AI-powered chatbots, enhance empathy and support patients remotely? What are the ethical considerations and potential limitations?

  • Barry Moore

    January 30, 2024

    This demonstrates both the times in which we live and the efforts made by businesses to connect with what they see as a much-needed compassionate tone.

  • Nicole

    February 14, 2024

    It’s impressive to hear about your extensive experience with membership structures across various industries and your focus on enhancing consumer loyalty in healthcare. Your collaboration with Stephanie Cohen on the guide for Healthcare Business Today sounds intriguing, especially considering the current need for empathy in the midst of societal challenges like the pandemic. The mention of Google’s Wellbeing Manifesto also underscores the importance of brands embracing empathy and humanity in their messaging during such times of upheaval.

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    March 14, 2024

    There’s a much longer and more specific version of this coming. Let’s wait until my mud and tape is done. Best of luck!

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