USE THIS TEMPLATE
The editable template is available for free after signing up at Out of Dark. Out of Dark is not a whiteboard or diagramming tool, so adding and editing the touchpoints in the template takes seconds, not hours.
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Healthcare is one of the industries where the focus shouldn’t be primarily on acquiring clients per se, but on making sure everyone who comes (and stays) in is always fully informed and comfortable.
The obvious way to get the word out is to create health-related content. In this space, it’s always good when it has the name of a reputable professional attached to it. People want to know they’re in good hands and showcasing your team this way can both help people to learn what they need and make them see your organization and your team of professionals as authorities they can trust.
Make sure your clients always know where they stand and what the next step is. Your customer journey map should include a lot of real-world (i.e. not online) touchpoints since most of the key interactions clients have with you are in the real world, too. If you’re able to provide a superior service at an appropriate price, not having enough clients will never be a problem.
Our Healthcare & wellbeing customer journey template is divided into 4 phases based on the Awareness, Consideration, Purchase, Loyalty framework that addresses all 4 stages of customer engagement.
Here’s the template outline:
1. Awareness
Attracting attention and creating awareness is crucial in this phase. Strategies may include educational content creation, participating in health fairs, collaborations with health influencers or experts, and maintaining an active presence on social media platforms to spread valuable health tips and information.
Social media
To increase brand visibility, we utilize social media, focusing on key metrics like reach, engagement, follower growth, and web traffic.
Influencer cooperation
To enhance brand reach and credibility, we engage in collaborations with influencers, concentrating on metrics such as audience engagement, conversion rates, and brand sentiment.
Community workshops
Organizing free health workshops or webinars, with effectiveness measured by the number of participants, participant engagement during the event, and follow-up inquiries or bookings.
2. Consideration
Moving to the “Consideration” phase, the focus is on nurturing interest and providing valuable information. This could involve sharing success stories, case studies, and informative articles about various health conditions, treatments, or wellness practices.
Profiles on local websites
To enhance local visibility, we maintain profiles on local online directories and city guides. Key metrics include the number of profile visits, customer inquiries, and local search rankings, focusing on increasing community engagement and local brand awareness.
SEO
To improve online visibility, we implement SEO strategies, focusing on key metrics such as search engine rankings, organic traffic, and keyword performance.
Ads in local media
To reach potential customers, we advertise in local media, focusing on metrics like ad impressions, click-through rates, and conversion effectiveness.
3. Purchase
Once individuals or patients are considering a particular health service, the “Purchase” phase aims to convert interest into action. This might involve offering free consultations, health assessments, or trial sessions.
Reservation system
To streamline the booking process and boost conversions, we optimize our reservation system, with a focus on metrics such as booking completion rates, user experience improvements, and the overall revenue generated through the system.
Website
To engage and inform potential customers, we maintain our website, focusing on the number of conversions and overall website traffic as key metrics.
Performance marketing
To effectively target potential customers, we run PPC (Pay-Per-Click) campaigns, focusing on metrics like the number of clicks, conversion count, and cost per conversion.
Ads on coupon websites
To attract deal-seeking customers, we advertise on deal websites, with a primary focus on the number of reservations generated through these campaigns.
4. Loyalty
Post-service engagement in healthcare and well-being services is critical. This phase involves ongoing support, follow-ups, and personalized care. Follow-up appointments, post-service surveys, loyalty programs, or membership benefits can be offered to encourage continued engagement and referrals.
Reviews
To support customer loyalty, we focus on collecting reviews, emphasizing key metrics like the number of reviews and the average rating.
Loyalty program
To strengthen customer retention, we implement a loyalty program, concentrating on metrics like enrollment numbers, repeat purchase rates, and redemption of rewards.
Email marketing
To nurture customer relationships, we engage in email marketing, focusing on metrics such as open rates, click-through rates, and the number of conversions generated.
