In this episode, Jesse Green is joined by Rob Markey, co-creator of the world-renowned Net Promoter Score (NPS) and co-author of The Ultimate Question 2.0. Together, they explore how dental practices can harness the power of customer loyalty to drive sustainable growth.
Rob unpacks the differences between satisfaction, loyalty, and advocacy, and explains why emotional commitment, not just repeat visits, defines true loyalty. With practical insights into staff engagement, pricing, patient experience, and reputation-building, this episode is packed with tools for turning your patients into passionate advocates.
In this episode:
- [00:01] Why customer loyalty is more than repeat business, and why it matters
- [04:04] Loyalty vs satisfaction
- [08:20] Loyalty, advocacy, and the rare brands that inspire devotion
- [13:39] Why internal culture and staff advocacy are key to external loyalty
- [26:24] Jesse’s four-step framework for generating word-of-mouth referrals
- [28:42] The role of pricing in perceived value and patient expectations
- [33:04] The “trap” of elevated expectations and how to manage them.
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