Dr. Scott Jens, co-founder and CEO of Rev360, talked with us at Vision Expo about how eyecare professionals can best help their patients by adopting a service-based approach to their business.
Dr. Jens says that Rev360’s success isn’t solely the result of their products, but because they think of their products as services. “People don’t consume a software, they consume a relationship,” Dr. Jens explains.
What is the key to Rev360’s success?
“It’s our service team.” Rev360 is dedicated to serving its customers so they can serve their patients. Even Rev360’s new text message and email service, RevConnect, is framed as service designed to help practices focus on their patients’ needs.
“I can’t interact directly with a patient,” Dr. Jens says, “but I can help that practice serve that patient better.”
When it comes to the various products offered by an eye care professional, positioning them as services is key to developing a customer-first practice.
ECPs are not only providing patients with devices such as contact lenses or eyeglasses and frames, but are also providing patients with a service that will improve their quality of life. If you put service first and tie your products into services, then you’re more likely to succeed.