The Turning Point Group Services

• Customer and Patient Experience Design
  & Implementation
• “Loyalty Beyond Price” Strategy & Programs
• Customer and Patient Lifecycle Communications
• “Best” Customer Visioning and Leadership
• Integrated Service Line Marketing
• Patient Loyalty/HCAHPS Strategy and Initiatives
• Patient Satisfaction Initiatives
• Physician Programs
• Customer Centric Leadership Facilitated
• Customer Experience Mapping
• Segmentation Analysis
• User Adoption Programs
• Customer Dashboard Development
• Retention Analysis and Reporting
• Brand Experience Integration
• Up-Sell & Cross-Sell Programs
• Customer Loyalty Programs
• Customer Service Scripting (person and IVR)
• Customer Experience Accountability Programs for Managers
• Customer Experience Employee Training
• Disconnect Surveys – former customers
• Mystery Shopping – Sales and Service evaluation
• Focus Groups – Employee/Customer/Prospects
• Telephone/Mail or Internet based research surveys
• Preference and Expectations Surveys
  (to design experiences)
• Crisis Communications for current customers
• Customer Revenue Generation Programs
• On-line Retention Strategy and Initiatives

We work with you on your terms.

The Turning Point Group provides client-specific, sustainable customer retention and loyalty programs that deliver bottom-line results. We focus on improving the three pillars of customer retention: customer communications from welcome to service recovery, customer experience from the “hello” to “thank you”, and creating loyalty beyond price using your current products and services to retain your “best customers”.

Creating a Customer Vision.

We start by working with companies to develop a Customer Vision that translates into a unique, tangible and profitable relationship with their best customer. An actionable Customer Vision creates new opportunities as departments and employees are effectively aligned with the customer. This new Customer Vision has solid parameters, including a timeframe, financial metrics and meaningful satisfaction measurements.

We customize our expertise based on our clients needs:

1. As your expert in developing an overall strategy and detailed action plan with measurements;
2. As your project managers in moving the retention and loyalty strategy to reality and results;
3. As your turnkey retention agency for imiplementing retention and loyalty programs with creative that brings our client’s brand to life.