Net Promoter Score (NPS)

CX Is a Key Weapon in the Battle for Market Share

Indigo Urgent Care Logo

“Disrupt or be disrupted.” That’s the advice Shari Campbell offers to anyone in traditional health care who is concerned about losing market share to retail health care stores as Walmart, Amazon, CVS, and others move into the business. Campbell, marketing director, retail health at MultiCare Health System in Tacoma, Washington, says MultiCare Health began to Read More

The Best Strategies Start with Unsexy Assessments

Mildren-Sally-Boss-Lady

// By Sally Mildren // Our newest contributor, the CEO of Boss Lady Consulting, shares six insights about why a clear, well-developed strategy is the key to driving the results your organization is looking for. Strategy comes first — then tactics. How many times have leaders in marketing and patient success been asked to drive Read More

Can Traditional Health Care Hold Off the Retail Invasion?

James Gardner, marketing strategist and retail health expert

// By Jim Samuel // We’ve all been expecting it, but now that Walmart, CVS, Amazon, Walgreens, and others are upping their games, the question is more important than ever. Can traditional primary care and health systems survive the retail health onslaught, and what do they need to do to maintain market share and thrive? Read More

How To Continuously Reinvent Your Marketing Engagement

Linda MacCracken, senior principal at Accenture

“As health marketing strategists, we find ourselves on a frantic pace to reinvent,” says Linda MacCracken, a senior principal at Accenture and SHCM board member. “The new mantra for 2020 is to find, reach, and engage a higher purpose — that of unleashing trapped value. “Trapped value is the common challenge where digital and related Read More

Go Big or Go Home: 5 Trends to Embrace in 2020

Linda MacCracken, senior principal at Accenture

// By Linda MacCracken // As health marketing strategists, we find ourselves on a frantic pace to reinvent. The new mantra for 2020 is to find, reach, and engage a higher purpose — that of unleashing trapped value. Trapped value is the common challenge where digital and related technologies are creating value faster than companies Read More

Hybrid Model Combines the Best of Emergency Care and Urgent Care

Jane Weber Brubaker

If your health system is in a geographic region experiencing rapid growth, it makes sense to capitalize on that trend and expand right along with the population. Hamilton County, a suburb of Indianapolis, is “growing by leaps and bounds,” according to Seth Warren, president and CEO of Riverview Health. Riverview Health’s primary location in Noblesville Read More

Riverview Health Expands with Freestanding ER & Urgent Care Facilities

Jane Weber Brubaker

// By Jane Weber Brubaker // If your health system is in a geographic region experiencing rapid growth, it makes sense to capitalize on that trend and expand right along with the population. Hamilton County, a suburb of Indianapolis, is “growing by leaps and bounds,” according to Seth Warren, president and CEO of Riverview Health. Read More

5 Key Dynamics for Health Care Marketers in 2019

Linda MacCracken, senior principal at Accenture

“In my ongoing conversations with industry leaders about what’s shifting in health care, five factors rose to the top of the list for 2019, as marketing moves to new dimensions, and closer to health system collaborative scaling of smart pilots.” In our new article, Linda MacCracken, senior principal, customer engagement at Accenture Health, and Strategic Read More

Position Your Health System for Success in 2019

Linda MacCracken, senior principal at Accenture

Five Key Market Dynamics for Marketers to Manage  // By Linda MacCracken // “In my ongoing conversations with industry leaders about what’s shifting in health care, five factors rose to the top of the list for 2019, as marketing moves to new dimensions, and closer to health system collaborative scaling of smart pilots.” In this Read More

Adopting Practices from Consumer Marketing to Build Patient Loyalty

Rich Phillips

// By Rich Phillips // The past few years have seen noteworthy transformation within health care strategy and marketing. An important shift is underway from “awareness” marketing focused on brand building to “conversion” marketing focused on patient acquisition. While this shift is necessary, it remains insufficient. The emerging emphasis by health care CEOs on retention Read More

Word of Mouth: Harness the Voice of Patients and Staff for Powerful Results

// By Ryan Hanser // Here’s important context for health care marketing in 2017: Attention and trust continue to decline across the country. Year over year, America appears to be witnessing the collapse of expertise and institutional trust. Sure, we still have knowledgeable specialists—doctors, for starters. The trouble is that people increasingly reject the authority Read More

The C-Suite Weighs In on Health Care Branding

by Candace A. Quinn Marketers have spent the past 10 to 15 years focusing on emerging brand development initiatives for their organizations. Marketers want the brand equity of a Cleveland Clinic, Mayo Clinic, or Johns Hopkins Medicine, yet most of them represent the typical community-based hospital or health system that is slugging it out with Read More