Practice Advantage

Patients For Life: Solving Forever Problems with Robbie Kellman Baxter

Episode Summary

Every practice wants to reduce patient churn and develop patients for life. Robbie Kellman Baxter, the world's leading membership economy expert, shares with us how.

Episode Notes

On this episode, we chat with the world's leading membership and subscription economy expert Robbie Kellman Baxter about ways to create patients for life within your practice. Robbie is the founder of Peninsula Strategies and has worked with large  companies and organizations alike, including Netflix, Electronic Arts, Microsoft, The Wall Street Journal, SurveyMonkey, and The National Restaurant Association. 

Key Takeaways:

  1. The Membership Economy focuses well beyond the transaction. It's about creating long-lasting customer relationships so the individual gets all their future needs from one business. Your patients always have choice, so you have to optimize your business around their long term desired outcomes.
  2. When you have a patient that refuses to return for a comprehensive exam, really be curious about why. Understanding why they leave is critical to your long term success in meeting patient needs.
  3. Take the time to define who your best customers are and who are your middle of the road customers. What are the differences between them? 
  4. Re-evaluate your onboarding/ engagement process. Are there areas you can improve?
  5. Remember to meet the patients' needs when they're in the awareness phase of the patient journey. 

What Robbie is reading: 

  1. Presenting Virtually by Patti Sanchez
  2. The Long Game by Dorie Clark
  3. Crossroads by Jonathan Franzen

Robbie's Books:

  1. The Forever Transaction
  2. The Membership Economy