Customer Lifetime Value (CLV)

Online Reviews and Ratings: The Importance of Proactive Relationship Management

Ed Rafalski

The ratings and reviews that consumers post online can advance or damage the reputation of any organization, and healthcare is no exception. Online reputation management (ORM) and ongoing analysis of reviews have the potential to significantly improve the patient experience and positively influence customer lifetime value (CLV). BayCare Health System has spent the past two Read More

How BayCare Health Is Building Deeper Customer Relationships and Driving Brand Loyalty

// By Marlene Kurban // The ratings and reviews that consumers post online can advance or damage the reputation of any organization, and healthcare is no exception. Online reputation management (ORM) and ongoing analysis of reviews have the potential to significantly improve the patient experience and positively influence customer lifetime value (CLV). BayCare Health System Read More

Why It’s Crucial To Be Proactive About Your Reviews and Star Ratings

“Now more than ever before, reviews and star ratings influence consumers’ purchasing decisions, especially in retail,” says Ed Rafalski, Ph.D., MPH, FACHE, chief strategy and marketing officer, BayCare Health System. Here’s an excerpt from Ed’s new article: When it comes to healthcare, consumers are factoring pandemic safety measures taken by physicians and care facilities into Read More

The Economic Value of Star Ratings and Reviews in Healthcare

// By Ed Rafalski // Using Customer Lifetime Value and ratings, organizations can identify the total cost of acquisition of new customers and the total incremental cost of retaining existing customers. BayCare Health has seen promising results with its proactive strategy. Now more than ever before, reviews and star ratings influence consumers’ purchasing decisions, especially in retail. Read More