Dear Imaging Center Insider,
Conventional wisdom holds that being first to market with a new technology or service, or having the best-educated practitioners, confers a competitive advantage on a radiology practice. However, sustaining that competitive advantage takes more than the addition of a new modality or procedure.
According to Elsa Ozuna-Richards, president of Reno, NV-based REA Healthcare Strategies, knowing and cultivating customer relationships may be the decisive factor in maintaining a competitive position.
Ozuna-Richards believes that while the radiology market is often differentiated by small subtleties, success is driven by nurturing strong customer relationships. For radiology, these customers are referring physicians, patients, and payors.
Her group's research into U.S. physician referral assessments found that even though service performance and the latest technology are important attributes for a radiology practice, strong two-way communication with the referring physician's office, their patients, and payors builds trust and commitment -- which ultimately define customer satisfaction, and create brand loyalty.
If you'd like to find out more about how to make customer relationships a competitive advantage for your practice, click here. As an AuntMinnie.com Imaging Center Insider, you have access to the article days before the rest of our members.
In other news, be sure to check in next week for our on-the-scene coverage of the Radiology Business Management Association's radiology summit from Las Vegas. AuntMinnie will be there to provide breaking news on the latest issues and trends in practice management.
Finally, if you have a comment or report to share about diagnostic imaging center practice, management, administration, regulation, or financing, please contact me at [email protected]. I look forward to hearing from you.
