What keeps customers coming back?

As the home medical equipment industry continues to grow, not only may you see an increase in customers shopping with you for their healthcare needs, but you may also face increased competition for your medical equipment business. Home and durable medical equipment retailers are not only competing for new business, but also repeat customers. This is especially important for retailers that offer equipment rental services as well as sales, sell supplies or other consumables in addition to durable equipment, or have explored other recurring revenue streams. Even for businesses focused on traditional high-value one-off sales, however, focusing on earning customer loyalty can help drive sales, encourage referrals, and stand out in today’s environment of empowered consumers. Driven by cost pressure due to out-of-pocket expenses for healthcare, or simply higher expectations in the “Amazon age,” consumers may do significant “shopping around” before deciding where to purchase medical equipment. Retailers who understand what motivates consumer loyalty may be well-positioned to thrive even in competitive markets.