Customer Loyalty
and Retention

Reference site agreements

No customer story is successful without the proof points to support it. The meat of the work is in solidifying these claims upstream and establishing reputable credibility to be able to tell that story in the first place. To do that, it takes early, tactful partnership with key customers who are interested in mutual success. During my time at Philips, I have worked to secure 2 reference site agreements with key eICU customers, Westchester Medical Center and AMITA Health.

Loyalty campaigns and communications

Staying engaged with customers and providing a consistent cadence of touchpoints and opportunities to grow and take advantage of new products and services are the key driving mutual success. Not only was this a core part of my role at Hopkins Medicine in positioning a continuous stream of relevant health and service line content to patients, customer retention has been critical to the success of our acute telehealth business at Philips. Especially through several business leadership changes, as well as enduring the many challenges associated with COVID-19 alongside our customers, I have built a wealth of experience and knowledge around what it takes to maintain true partnership and mutual success.

Live customer engagements

There is no better opportunity to underpin ongoing partnership than devoting time together to deep dive into ongoing challenges, recent changes and opportunities for strategic growth and expansion. Since I arrived at Philips in 2018, I’ve hit the ground running in creating opportunities for live and hybrid environments that include robust thought leadership content, workshops and opportunities to further understand where customers are in their business journey.  Most recently, I co-managed the first ever hybrid customer summit that targeted virtual care customers across the Philips Connected Care portfolio. We exceeded our recruitment goal by double, drove planning and execution from conceptualization to fruition, and won the opportunity to duplicate this event in 2022.

KOL recruitment and nurture

The stories of business credibility and success are best told through voice of customer. Throughout my career, both at Hopkins Medicine and Philips, I have reached out to patients and health systems alike to build a relationship, “get the story,” and amplify that story on platforms that underpin mutual success. At Philips, we have the outreach capabilities to help align customer stakeholders and brands with leading industry thought leaders, societies, associations and news outlets, not to mention our own brand communications and executive leaders. This helps us drive ongoing added value for customers.