When we talk about innovation in the field of dentistry, our mind leads us straight to think about the epoch-making change that the sector is experiencing thanks to the digitalization of processes, from diagnosis to therapy (Editor’s note). There is another important element whose implications are perhaps even more determined for the patient: the innovation of and in communication. An aspect still little considered by most, but which is radically changing the approach, and consequently the choice, of patients towards the dentist. Today we face one of these many aspects that are hidden behind the generic “Dental Marketing”. We are talking about experiential marketing that is changing the world of dentistry, generating significant benefits, including economic ones, for the patient and the practice.
Let’s cite some cases as examples in which dental practices have decided to innovate by promoting themselves thanks to collateral services that have been able to make a difference and divert patients to “their door”.
First example: Dental studies have thought of providing extra services in addition to what is strictly due to Dentistry and has offered collateral services of great value as allergy tests and for food intolerances, Kinesiology and Osteopathy. In particular, the latter two disciplines are aimed at the balance of the entire body-mind system. The areas examined to rebalance this system include learning, understanding, movement, motor coordination, the perceptual/sensory area and the organic area and promote biochemical, nutritional, physical, structural, mental and emotional balancing. The patient is analysed as an integrated system of devices that are in close dependence on each other. This corresponds to holistic medicine that does not separate mind and body in care. All these disciplines are very much in vogue and appreciated by patients who care about well-being and are attracted by the interpenetration of the two medical spheres. The result has been a much more frequent affiliation and constancy in care.
Second example: Patient services are implemented with a focus on aesthetic and cosmetic dentistry. There is a whole range of patients who ask their dentist for help in improving their “beauty”.
Aesthetic dentistry is the study and realization of dental restorations that restore or improve the aesthetic appearance. Cosmetics, on the other hand, concerns that part of therapies that aim to improve the appearance of one or more dental elements, oral and perioral tissues, the whitening of pigmented teeth, “dental piercings”, etc…
The patient is enormously attracted by everything that orbits around beauty and body care, even when the surgery is a “habit” and not a necessity.
Third example: it contrasts with the old aseptic models of study, which sketch a comfortable waiting room even if most of the time has the appearance of an antechamber of pain not very bright, with ticking clocks, and few contributions to the amusement of the mind.
It is a study that has marked the working activity according to the “passions” of its patients: Monday, after Sunday of sports matches, is completely dedicated to men! The waiting room is a sort of convivial situation in which newspapers, magazines and speeches focus on the criticism of the previous championship day. Time passes quickly and waiting becomes pleasant, to exchange the last impression on this or that other player, result, goal, purchase, card, bet.
Another day of the week is dedicated to women, the waiting room is filled with female voices and the plus is made up of a professional who on site performs the job of beautician and cheers the wait with tricks and enamels.
Other time bands are dedicated to children, who find themselves in a room that takes on the appearance of a room for games in which the thought of the dentist is sweetened by books, colours and many small peers.
By satisfying every age group, following the general lines of common interests, the office has managed to recreate a jovial environment in which sociality and care of the mind fill waiting times and worries.
Conclusions: these three examples of “strategic moves” certainly cost the study a different and “innovative” organization, by virtue of the final yield, the full satisfaction of the patient and his precious time. We can therefore say that varying and expanding our services, aiming at aesthetics, care of the mind and body, following the passions of our patients, guarantees an enormous return in terms of reputation, affiliation and word of mouth.