“Health care has lagged behind other areas such as financial services or retail in the use of technology to provide a single, consistent customer experience,” says Alexandra Morehouse, chief marketing officer at Banner Health, a nonprofit health system based in Phoenix, Arizona that operates 28 hospitals and several specialized facilities across six states. Morehouse’s background Read More
// By Wendy Stark Healy // It’s easy for health care organizations to articulate what they do and how they do it. But they sometimes struggle to understand their brand purpose — their “why” — especially in connecting with patients. Purpose-driven organizations outperform competitors, increase market share, attract better talent, and do better overall, according Read More
View from the C-Suite, with Alexandra Morehouse, Chief Marketing Officer, Banner Health // By Sheryl S. Jackson // When it comes to the use of technology to enhance the customer experience, Amazon is widely recognized as the company that is constantly raising the bar for everyone else. “Health care has lagged behind other areas such Read More
Does your contact center delight patients and uphold the promise your health care organization makes to them? Or is it a pain point with long wait times, less than empathetic associates, and questions not answered? Kristen Bishop, associate director at Brandtrust, a Chicago-based market research and branding strategy firm, recently discussed strategies to improve the Read More
// By Wendy Stark Healy // It’s essential to understand the emotional aspects of a patient’s interaction with a contact center, as people ultimately make decisions based on their feelings. Does your contact center delight patients and uphold the promise your health care organization makes to them? Or is it a pain point with long Read More
If you’re a big, distributed health network with multiple locations and thousands of employees, how do you make sure your employees keep you top of mind when they’re out in the community? “We’re a large 10-hospital network — soon to be 12 — with over 15,500 employees,” says Mary Beth Golab, director of internal communications Read More
// By Jane Weber Brubaker // If you’re a big, distributed health network with multiple locations and thousands of employees, how do you make sure your employees keep you top of mind when they’re out in the community? One way is to capitalize on what they already love. “We’re a large 10-hospital network — soon Read More
For well over a century, Flagler Hospital has gone to great lengths to care for the physical health of residents living in St. John’s County in northeastern Florida. But while its commitment to health has remained constant over the decades, in recent years its focus has broadened beyond the physical aspects of providing inpatient care Read More
// By Lisa D. Ellis // What happens when a health care entity outgrows its name? One Florida-based health system recently tackled this challenge, reinventing its brand to better reflect its identity in an exciting new way. For well over a century, Flagler Hospital has gone to great lengths to care for the physical health Read More
Permanente Medical Group leaders set out to create a unified brand for its eight medical groups around the country, the health system’s physician leaders went on the road to engage with physicians and patients at every single location. The findings have enabled the medical groups to be developed as an “ingredient brand” to bring value Read More
// By Lisa D. Ellis // When Permanente Medical Group leaders set out to create a unified brand for its eight medical groups around the country, the health system’s physician leaders went on the road to engage with physicians and patients at every single location. This was part of a comprehensive effort to understand what Read More
Notable Health Care Advertising // By Peter Hochstein // Sometimes, showing some “attitude” can sell your expertise better than simply presenting all the things you’re expert at. Here’s a case in point. What’s with the peculiar convictions some health care consumers have about teaching hospitals? They’ll seek out a top-tier school for their kids, and Read More
// By Jane Weber Brubaker // The term “transformation” conjures up a range of possibilities when applied to health care. It could mean technological innovation — new tools and solutions for providers and patients, or digital transformation. Is it the shift from volume to value? Or does it mean business process improvement and finding ways Read More
The latest marketing efforts at Newton-Wellesley Hospital in Massachusetts have a very important goal: to engage employees to do whatever it takes to provide the very best experience for patients. While most health systems recognize the importance of internal engagement, Newton-Wellesley’s approach — which includes seeing the employees as “brand ambassadors” to extend the system’s Read More
// By Lisa D. Ellis // The latest marketing efforts at Newton-Wellesley Hospital in Massachusetts have a very important goal: to engage employees to do whatever it takes to provide the very best experience for patients. Tackling a Challenging Market While most health systems recognize the importance of internal engagement, Newton-Wellesley’s approach — which includes Read More
Marketers’ ability to grow market share and promote patient loyalty is intricately and inextricably linked with what actually happens when patients receive treatment. Patients expect clinical expertise as a baseline. It’s the way they are treated that defines the relationship and either forges a bond or drives patients online to report their bad experiences on Read More
// By Jane Weber Brubaker // Marketers’ ability to grow market share and promote patient loyalty is intricately and inextricably linked with what actually happens when patients receive treatment. Patients expect clinical expertise as a baseline. It’s the way they are treated that defines the relationship and either forges a bond or drives patients online Read More
// By Lisa D. Ellis // Many health care organizations today focus their marketing efforts on bringing new patients through their doors. But they often stop there instead of going a step further to ensure that these patients will stay with them long term. If this sounds familiar, your organization’s own health could be at Read More
// By Lindsay R. Resnick // The new year is just around the corner and with it comes many challenges, along with many opportunities, for health care marketers. If what we’ve seen over the past year is any indication, 2017 won’t be for the faint of heart. Combine the dynamics of socioeconomic-political tensions with the Read More
// By Bill Tourlas // Historically, consumers have played a relatively limited role in their health care decisions, especially as it relates to selecting an insurance plan. People had little concern for price or health plan comparison since employers dominated consumer choice, paying most, if not all, of the premium and typically offering employees plans Read More
// By Keith Schneider // As a health care marketer or leader, you know your health care system doesn’t specialize in everything. By pairing the needs of your market with your unique differentiators, your team has chosen its investments wisely. This intelligent approach allows you to focus on excellence. Yet you might be surprised that, Read More
// By Daniel P. Stevens, DMD, PhD, MBA // Health care is changing—and so are health care brand campaigns. Building a strong health care brand in an environment that is undergoing drastic change is challenging: the switch from fee for service to value-based care; the emergence of accountable care organizations; the consolidation of hospitals—the list Read More
You can help your patients become authors of their own life stories. These tips from Beth Sanders, BA, Founder and CEO of LifeBio and Dr. Daniel C. Potts, FAAN, Founder and President of the Cognitive Dynamics Foundation will help get you started and guide your efforts:
// By Mark Shipley // Every great brand has a story to tell; one that evokes emotion, promises honesty and inspires loyalty. A compelling brand narrative is a powerful tool. It can bring color to a seemingly colorless organization, but it can also accomplish more than that. An emotional, honest brand story can change the Read More
// By Lisa Ellis // “Say it. Live it.” This concept sounds simple, right? But do you and your employees really live up to the messages you regularly send to your audience? If you’re like many health care groups around the nation, you may have a serious disconnect between how your internal culture operates and Read More