Effective Word-of-Mouth Management and Measurement

In this audio interview from SHSMD, Jennifer Coleman of Baylor Health Care System (Dallas, TX) shares some insights about word-of-mouth marketing and the use of testimonials. Word-of-mouth, spoken or written, includes any medium, from face to face to digital. Any word of mouth, good or bad, depends on the quality of service provided and the level of trust, knowledge, and perception of the provider and source of communication.

Contact Information: Jennifer Coleman, Senior Vice President of Consumer Affairs, Baylor Health Care System, Dallas, TX

Stewart Gandolf
Chief Executive Officer at Healthcare Success
Stewart Gandolf, MBA, is Chief Executive Officer of Healthcare Success, one of the nation's leading healthcare and digital marketing agencies. Over the past 20 years, Stewart has marketed and consulted for over 1,000 healthcare clients, ranging from practices and hospitals to multi-billion dollar corporations. A frequent speaker, Stewart has shared his expertise at over 200 venues nationwide. As an author and expert resource, Stewart has also written for many leading industry publications, including the 21,000 subscriber Healthcare Success Insight blog. Stewart also co-authored, "Cash-Pay Healthcare: Start, Grow & Perfect Your Cash-Pay Healthcare Business." Stewart began his career with leading advertising agencies, including J. Walter Thompson, where he marketed Fortune 500 clients such as Wells Fargo and Bally's Total Fitness.

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