About usWhat is Loyalty Chain?Loyalty Chain is a research company that specialises in completing each project using individual attention, an innovative approach and with complete commitment to exceeding expectations. Loyalty Chain provides innovative qualitative, quantitative research and economic evaluations within the pharmaceutical, healthcare and digital health industries. Loyalty Chain aims to furnish their customers with the critical information they require to keep their patients and customers loyal.
The name Loyalty Chain comes from Heskett's Service-Profit Chain business model that identifies all the critical factors that a service organisation needs to focus on if they want to develop customer loyalty and a service driven organisation. Loyalty Chain will investigate all or some of the critical factors within your organisation to ensure you can influence the loyalty of your customers. Projects developed in the UK have been replicated in Canada, USA, Europe and South America. Examples of Loyalty Chain’s experience- Developed a tool and conducted research to ethnographically measure the impact to hospital nurses of a new device that allowed patients’ treatment to be monitored remotely. The outcome was that nurses adapted their time to manage patients more proactively and efficiently.
Analysed on-line patient platform to identify who was using, how often and measuring the patient benefits. The outcome was that the patient platform was adapted to optimse usage and patient outcomes. Gaged the appetite and direction for a proposed new product launch with Health Technology Assessment policy makers and key decision makers within the NHS through in-depth telephone interviews. The outcome was to understand the potential and future direction for the new product - Calculated the cost benefit of reduced healthcare professionals' time and efficiencies gained by introducing a digital health technology.
Conducted patient feedback for a home healthcare company involving over 13,000 patients and spanning a wide variety of therapy areas. The outcome was to improve the services the home healthcare company provided to their patients Run focus group with NHS customers to answer questions on key market issues and provide feedback on proposed new medical device - Evaluated, measured and benchmarked how customer orientated employees were across an organisation that needed to become more customer driven. The outcome was providing clear indicators within different roles as to how the organisation can help their staff be more customer focused
Performed phone interviews with specialist NHS Commissioners to understand the rationale for hospital referrals. The outcome was a clear priority of actions for hospitals if they wanted to receive patient referrals Generated feedback for patients and NHS nurses dealing with a chronic condition to appreciate how nursing support could assist with their treatment. The outcome was an understanding of how to change nursing services to improve patient compliance.
Who is behind Loyalty Chain?
“When service companies put employees and customers first a radical shift occurs in the way they manage and measure success”
Heskett
Loyalty Chain Loyalty Chain works with organisations to improve customer loyalty. This is achieved through researching, analysing and measuring the critical links that enable organisations to achieve greater profitability by understanding and controlling repeat business from its customers.
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