Innovative Customer

Engagement Strategies
Welcome to this training on innovative customer engagement
strategies for Reddington Hospital business development executives.
In this deck, we will introduce the importance of customer
engagement and guide you through effective, interactive ways to
boost customer interactions. Come aboard!
The Essence of Customer Engagement
Meaningful Interactions

Measuring meaningful interactions means

satisfying customer needs and making
them feel valued through thoughtful user
experience with innovative, interactive
methods.

1 2 3

Customer Relationships Positive First Impression

Building relationships with customers is The first impression is a make-or-break

essential for sustainable success for any
business, including hospitals. Patients
should feel appreciated and valued, and
hospitals should connect with them on a
personal level.
factor that sets the tone for future
interactions. Therefore, customers should
feel comforted and appreciated from the
get-go.
Innovative Strategies to Engage Customers
Virtual Reality
hospitals can use virtual
reality to provide a more
immersive experience to
patients. This experience
will transport patients to a
soothing environment,
reducing anxiety and pain,
and keeping them in a good
mental state.
Social Media
Hospitals can leverage social
media to connect with
customers and feedback.
Running discount offers,
new services, and
connecting with patients
through social media are
easy ways to keep
customers engaged and
increase their loyalty.
Online Appointment
Scheduling
Patient appointment
scheduling should be quick
and easily accessible,
especially given the
pandemic. An online portal
for making, modifying, or
canceling appointments,
reducing the wait time and
the burden on front desk
staff.
Interactive Activities with Scenarios

Sure-Fire Solutions! What’s the Solution? Act out Like a Pro!

This activity will encourage
participants to share real-
world scenarios with
interactive solutions.
In this activity, participants
will be given a brief scenario
to brainstorm and come up
with innovative solutions to
customer engagement
problems.
Participants will role-play
through various customer
engagement scenarios and
develop interactive solutions
to improve experience.
Case Studies of Customer Engagement
Mayo Clinic
Mayo Clinic emphasized
building relationships with
its customers by providing
an interactive portal that
allows patients to learn
about health and
wellbeing, schedule
appointments, and access
their medical records.
Mount Sinai Hospital Texas Children’s
Hospital
Mount Sinai Hospital
leverages technology to Texas Children's hospital
maintain patient has a robust social media
connections by allowing presence that engages
patients to access real- parents and children,
time updates and provides valuable health
information throughout information, and runs fun
their stay via bedside events that create
iPads. memorable interactions.
Measuring Effectiveness of Customer
Engagement
Surveys
Hospitals can use surveys to
measure factors such as patient
satisfaction and their net promoter
score (NPS).
1 Feedback Forms
By allowing patients to give feedback
through various channels, hospitals
2 can measure the effectiveness of
their customer engagement.
3 Lasting Relationships
By building relationships with
customers, hospitals will be able to
generate repeat business, know their
habits and preferences, and
generate positive word-of-mouth
referrals.
Conclusion and Q&A Session

1 Key Takeaways

Strengthening customer engagement through interactive

activities, innovative strategies, and building relationships
should be the primary focus for hospitals looking to boost
customer satisfaction.

2 Q&A Session

Participants can ask questions and seek clarifications about

technical terms, activities, and gain more insights from the
facilitator.