Loyalty program and lifetime value strategy for medical clinic
Retention strategy that transforms patients into clinic advocates.
Increase patient LTV through a structured loyalty program that generates recurring returns, service upsells, and organic referrals.
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Prompt objective
Increase patient LTV through a structured loyalty program that generates recurring returns, service upsells, and organic referrals.
Real use case
EsteticaCenter Clinic in Porto Alegre spends R$180 per new patient on Google Ads, but 55% never return after their first visit. The first appointment margin barely covers the CAC. They need to convert one-time patients into long-term relationships.
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Prompt
Create a complete loyalty program for [CLINIC NAME], [SPECIALTY], with [NUMBER] active patients and a CAC (customer acquisition cost) of R$ [AMOUNT]. **1) CURRENT LTV ANALYSIS:** - Average LTV calculation: average ticket x annual visits x retention period - LTV by patient type (private pay vs. insurance) - LTV by procedure/service - LTV vs. CAC comparison (target: LTV > 3x CAC) **2) LOYALTY PROGRAM:** Bronze Level (all patients): - Priority online scheduling access - Monthly educational newsletter - Automatic check-up reminders Silver Level (5+ visits/year): - [%]% discount on elective procedures - Annual check-up with complimentary tests - Priority booking during peak hours Gold Level (annual subscription program): - Monthly fee: R$ [AMOUNT]/month - [NUMBER] included consultations - [%]% off all procedures - Direct WhatsApp with physician for questions - Complimentary teleconsultations **3) ETHICAL UPSELL JOURNEY:** - Mapping of complementary services by patient profile - Script for recommending additional procedures (non-commercial approach) - Treatment packages with progressive discounts - Cross-selling between specialties (if multidisciplinary clinic) - RULE: recommendation based on clinical need, not commercial intent **4) REFERRAL PROGRAM:** - Benefit for referrer: [DISCOUNT/COMPLIMENTARY SERVICE] - Benefit for referred patient: [FIRST_VISIT_COMPLIMENTARY] - Materials to facilitate referrals (card, shareable link) - Referral tracking per patient **5) INACTIVE PATIENT REACTIVATION:** - Definition of
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