Flying High – Creating A Brand Experience That Retains Patients

I spend a lot of time working with clients to enhance their patient experience and I also spend a significant amount of time on planes traveling to client sites. (There is a connection here…) As a consumer of air travel I had a revelation this past weekend as I was booking tickets.

I recently choose not to fly on a airline that I had previously and frequently because – of their on-time performance and frustration with their website!

My customer experience with airlines begins long before my actual travel. I’ve seen more and more consumer complaints posted about on-time performance – also while this airline allowed me to log in to my miles account they don’t allow me to save my traveler and credit information – I have to repeat all the information every time I buy a ticket. Which I find frustrating.

I choose to fly another provider who had proven on-time performance and better traveler experience. I’d rather plan to have a 3 hour flight, and better experience; than plan for a 2 hour flight and be delayed by and hour or so.

Does this sound familiar? Compare this to your patient experience at your organization.

Your patients’ interaction with your brand begins before they see a provider. What are key touch points for patients – and how is your organization’s brand hurt or helped by those? How easy do you make it for your customers to do business with your organization? What does your patient experience say about your brand?

Spend a few minutes of reflection to consider  – are your patients at risks to fly off with another provider?

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Social Media Update 2013: A Good Resource for Marketers

Who’s being social?  Social Media Update 2013, a new survey from the Pew Research Center’s Internet Project, reveals that:

  • 73% of online adults now use a social networking site of some kind.
  • 71% use Facebook, up from 67% in 2012.
  • Facebook is the dominant social networking platform in the number of users, but users are diversifying; 42% of online adults use multiple social networking sites.
  • User profiles, demographics and engagement rates differ significantly across platforms. For example, Instagram users are nearly as likely as Facebook users to check in to the site on a daily basis; Pinterest skews toward women, higher education and income, while LinkedIn skews higher toward men in prime years.


These are a few of the key findings and graphics on social networking site usage and adoption from Social Media Update 2013.  The study provides some great insights for your team to consider as they plan digital and content marketing strategies for 2014 – Who uses what platform?  How do they use it?  How often do they check-in?

Click here to browse through or download the full report.

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5 health data websites to help you become a “marketing scientist”

DataThere’s no doubt – successful marketing requires creativity, intuition and human compassion for your consumer. But having real facts, and making evidenced-based decisions based on those objective truths, is an equally critical component. As Steve Wozniak, co-founder of Apple, said, “You need the kind of objectivity that makes you forget everything you’ve heard, clear the table, and do a factual study like scientist would.”

Below are my top 5 health care data websites from which you can learn the most significant health issues your patient base is confronting, identify the growth opportunities for your organization, and advocate for your marketing initiatives. And bonus – they’re all free: Continue reading

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5 keys to creating effective executive reports

It seems with increased frequency I have been asked by customers to assist with the development of Executive and Board reports on their marketing and service activity. Here are 5 guidelines I use and recommend to our customers. Continue reading

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