We started working with The Nielsen Eye Center in early 2012 with the goal of streamlining marketing, rebalancing their marketing plan and driving new sources of revenue and patients. The practice was seeing diminishing returns from traditional methods of advertising (radio and print) and sought new ways to grow revenue and increase their patient base on a more consistent basis, while employing more cost effect tactics. They also realized that they needed to attract new patients to the practice while converting existing customers to upgraded products and services. Their business was growing slowly and needed a new approach to accelerate growth.
As usual, we started by conducting a comprehensive marketing assessment of their business and the competitive landscape. We looked at their marketing budget and where they were spending the majority of their resources. We also mapped the entire customer journey starting at the front desk and continuing through the interaction with medical staff and providers. We tracked all of their sales and marketing efforts and highlighted areas of excellence and opportunities for improvement.
As part of this effort, we observed the interaction between the receptionist and patients as they checked in and checked out. We mapped every patient touchpoint for elective surgery patients and developed language that helped the medical staff grow conversion of surgical upgrades from 18% to over 50% of patients selecting upgrades services and products.
As experienced Boston marketing consultants we have a solid understanding of the business, the competitive landscape and the patient experience. We developed a powerful marketing strategy and communication plan that empowered the staff to action and reshape the business.
Ryan has grown our business significantly by putting a marketing plan and system in place that went well beyond word-of-mouth marketing while sticking to a tight budget. He has helped us develop deeper relationships with our partners and patients, that have delivered new patients through multiple referral pipelines. He has also taught staff how to dialog with both patients and staff to achieve greater success.