During the past two years of a pandemic that continues to rage, health care brands have absorbed the additional burden of managing their reputations in the throes of unprecedented consumer demand for needed services to counter COVID-19 within their communities. Hospitals and health systems across the U.S., including Johns Hopkins Medicine, have overwhelmingly answered the Read More
// By John Marzano // In the middle of a pandemic, with the world tuning in daily to view the latest alarming statistics on infections, hospitalizations, and deaths, Johns Hopkins Medicine launched a new brand campaign centered on hope, connection, and progress. During the past two years of a pandemic that continues to rage throughout Read More
“Truly exceptional patient experience programs thrive at the intersection of culture, engagement, and experience,” says Sally Mildren of Boss Lady Consulting. “This has played out in study after study by Monigle, PwC, McKinsey, Medallia, and many others. Good experience equals growth — in revenue, reputation, loyalty, satisfaction, and employee engagement. “Yet inconsistent consumer experiences, misaligned Read More
// By Sally Mildren // For patient experience to be successful, it must be woven into the culture, expressed through your brand and marketing, and demonstrated first and foremost to your employees. Truly exceptional patient experience programs thrive at the intersection of culture, engagement, and experience. This has played out in study after study by Read More