LIVE from the Ascend Conference in Washington DC, I am joined by CEO and Co-Founder of Strive Labs Scott Hebert to discuss business metrics for physical therapy practices. At Strive Labs, we're changing the way individuals and health systems manage the most common health condition in the United States: musculoskeletal disease. Our care management platform enables healthcare providers to inform, engage, and empower their patients to reach their recovery goals and avoid chronic injury.
In this episode, we discuss:
-How Strive Labs manages customer relationships from acquisition to retention
-The most important business metrics for physical therapy owners
-How to calculate your Net Promoter Score
-Crafting relevant email campaigns for current and prospective patients
-And so much more!
Promoters are people who are going to recommend your services to friends and family. In order to create a net promoter, you may need to go beyond only satisfying customers. From Scott’s experience, he stresses, “Satisfaction is important. Satisfaction is the foundation of any good business, but what people have started to realize is that satisfaction in many ways is kind of worthless. Loyalty is what’s priceless.”
There are dozens of ways potential clients can stumble upon your services; most of them are via online platforms. Because of this, Scott encourages all practices to maintain an online presence. He has found that, “If they are looking for physical therapy, you need to be able to be present in that local region.”
As your business grows, you may find yourself having difficulties finding ways to scale or automate certain aspects of your responsibilities. If you are wondering if automated email marketing is right for you, Scott suggests, “That moment you start to feel like you’re losing control of things… that could be a moment to start considering it.”
For more information on Strive Labs:
At Strive Labs, we're changing the way individuals and health systems manage the most common health condition in the United States: musculoskeletal disease. Our care management platform enables healthcare providers to inform, engage, and empower their patients to reach their recovery goals and avoid chronic injury.
Our team of creative thinkers, healthcare professionals, industry experts, and technologists are all working together to develop new solutions for improving the patient experience. In 2017, Strive Labs became part of the WebPT family, and together, we’re going to help rehab therapists obtain new patients, retain existing ones, and get all of them better faster.
Resources discussed on this show:
Strive Labs Website
Net Promoter Score
Google My Business
Rehab Therapists Give Back
Scott Hebert Twitter
Strive Labs Twitter
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