1. Hospital requirements from Medical Textile Industry G.Balamurugan, BPT. MHA Quality Service Manager, Meenakshi Mission Hospital & Research Centre, Madurai

3. 3 Indian Health Care Industry size-Rs.20,000 cr. Per capita spending - 4% of GDP Expected -6% of GDP Total Healthcare sector-Rs.73,000 cr. Expected growth of 13% for next 6 years Highly technology driven, a big bet High value – low value products Research & Development Innovation Transformation

4. 4 Status of Indian Industry Highly disintegrated 2300 players in organized spinning sector 280 composite mills 1000 weaving units 1,45,000 independent processing units Status of machinery tech.?

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10. 10 Designing brand strategy Cut throat competition Brand reputation Brand value Reputation value Experiential value

11. Complaints Are Not Enough ‘Customer satisfaction’ is “customers’perception of the degree to which the customer’s requirements have been fulfilled. Customer complaints are a common indicator of low customer satisfaction but their absence does not necessarily imply high customer satisfaction.

12. Components of Competitive Edge  Quality  Innovation  Value of Money  Personal Service  Flexibility  Charity Image  Brand Loyalty  Unique Selling Proposition  Customer Care Culture  Communication  Commitment

13. Customer Satisfaction Percentage of people who say they are satisfied with these kinds of customer service.

14. The customer feedback ‘Iceberg’ Of those whose customer experience is below expectation:- 10% make an official complaint 25% mention the problem to an employee 65% don’t talk to anyone in the organization may take their business elsewhere, but tell lots of other people. You can influence the result It’s unlikely you will know A problem well solved often creates a delighted customer

15. Convert Problems Into Opportunities

16. Failures in Success Story  Success is a journey,not an end  Permission to fail is one of the greatest motivators  Analyzing the failures with open mind is also a motivator  Good companies celebrate failures like celebrating success  Management should support success and failures equally.

17. Complaint Is a Gift

18. Goals of Customer Focus: End goal of customer focused strategies is the same: Boosting retention and repurchase = more sales!!! Creating Better Products or Services Offering compelling customer experience Building deeper customer relationships

19. Why Customer Satisfaction is important? “The reasons why customers no longer deal with a particular supplier”

20. 20 1 satisfied customer BRINGS = 8 new customers 1 dissatisfied customer SPOILS = 21 potential customers - Harvard Business Review

21. Customer Lifetime Value Average transaction value Yearly frequency of purchase Customer life expectancy x x

22. Understand Satisfaction Drivers CustomerSatisfaction Access to products & Services Emotional Factor Service Quality Price Product Quality

23. Annual Customer Satisfaction Surveys Focus Groups (Formal/ informal) Online Questionnaires Phone or Fax Surveys Feedback Forms Online Polls Customer Service Feedback CRM Software Other Surveys (Benchmarking, Employee, Org Alignment) Different forms of measurement

24. Customer is the king Company Product / Service Repeat Purchase Customer Satisfaction or Dissatisfaction Expectation

25. Loyal Customers Make regular repeat purchases Purchases across product and service lines Refers others Demonstrates an immunity to the pull of the competition

26. 26 WHAT IS CULTURE INDIVIDUAL- ACTIVITY REPEATED ACTIVITY BY AN INDIVIDUAL- BEHAVIOUR REPEATED BEHAVIOUR-HABIT REPEATED BEHAVIOUR BY THE SOCIETY FOR YEARS-CULTURE

27. 27 Deterring factors High hygiene standards Raw – finished product Lack of customized production Shift to value added products Infection control Communication channels

28. Supportive Leadership

29. 29 Federation of Hospital Administrators Unique platform “HOSMAN” –Newsletter Conferences and seminars

30. Giving customers a memory and experience so great that they'll want to repeat it. Food for Thought