According to Patient Pop’s Survey Report, patient churn rates are problematic, with over a third of patients (36%) switching healthcare providers in the last two years. The main reasons for this, cited by 8 out of 10 patients, include below-par in-person experiences and ineffective communication.
In today’s landscape, where the COVID-19 pandemic has heightened patient consciousness about health and well-being, healthcare providers must confront a critical imperative to elevate their services to ensure optimal experiences for those seeking medical care. Introducing a health and wellness loyalty program can serve as a valuable tactic for retaining customers, addressing their changing needs, and ensuring the sustainability of your business.
Top bLoyal Features for the Health and Wellness Industry
Success Story
Complete 360
Complete 360 is a locally owned health and nutrition business located in Victoria, Texas. They offer the newest supplements and vitamins and are considered one of the top brands in the health and fitness industry. The owners, Brandon & Jennifer Webb, have been in the health industry for nearly 10 years. Complete 360 also has a full-service Smoothie Bar and Food Section. Despite many small businesses across the country being negatively impacted during the COVID-19 pandemic, Complete 360 rapidly expanded, seeing an increase of almost 100% in online orders.
How Complete 360 Used bLoyal
Complete 360 (formally Complete Nutrition) is a business that offers various products in the health and fitness industry, such as protein powder, supplements, healthy snacks, and smoothies. They use bLoyal to manage their omnichannel membership program. bLoyal’s solution enables them to automatically track and reward their members across their brick-and-mortar and rapidly growing eCommerce stores.
The Challenge of Manually Tracking Members
Complete 360 has a membership program that customers can buy to receive multiple benefits and rewards in the store. Previously, program members were manually tracked. As mentioned above, the pandemic dramatically boosted Complete 360’s sales and expanded its customer base, while this was an absolute win for the store, the overwhelming increase in program members made manually tracking members increasingly time-consuming and a burden on ownership.
How Complete 360 Used bLoyal
Complete 360 chose bLoyal to upgrade its membership program significantly. Disparate tracking of members was eliminated as bLoyal enabled them to track members in one consolidated customer record. Additionally, bLoyal’s omnichannel capabilities made their signup process seamless. bLoyal’s integrations to Counterpoint POS and WooCommerce connected and consolidated all customer information, making it easier for them to personalize their marketing, reward, and promotional engagement efforts.
The Results
As demonstrated in the graphs below, there was a significant increase in loyalty program members in 2019, right after bLoyal and Complete 360 started working together. After the integration, the Complete360 team worked with bLoyal dynamic segmentation to launch targeted, personalized campaigns to their clients, increasing customer lifetime value and revenue.