High street operators need to raise their game to win back loyalty as shoppers spend again, said the leader of an organisation for independent practices ahead of its annual road-show.
Sight Care’s chief executive Paul Surridge said: ‘We are just coming through the worst recession in decades where huge swathes of consumers across the UK are yet to feel the benefit of economic growth, but when they do, we must be ready to welcome, serve and retain the loyalty of patients.
‘The temptation is to continue to do the same old things in the hope that a lift in the economy will automatically mean a rise in business prospects and it won’t. It’s crucial that independents raise their game reviewing all facets of the business to ensure they take advantage of a return of consumer spending, and nothing is more important than the way we treat people.’
Sight Care said the uptake for free places for its UK-wide October ‘WOW Factor’ road-show was up 47% compared to the same time last year. It will address what constitutes meaningful and sustainable customer care that binds patients to practices and encourages a high incidence of referral, Sight Care added.
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