Living the Brand: Leading Your Organization’s Customer Experience Strategy

SHSMD 2011 Direct: Memorial Medical Center Director of Public Relations Kevin Stranberg

Hot Topics from SHSMD 2011

Healthcare Success Director of Client Services Jamie Roney spoke with Memorial Medical Center Director of Public Relations Kevin Stranberg—direct from the Society for Healthcare Strategy & Market Development (SHSMD2011) meeting in Phoenix.

Typically, according to Kevin, an individual or a department is responsible for the patient experience, and most often that’s not marketing and communications people. So, the key take-away from this presentation is how marcom professionals can play an active role in creating and sustaining the most positive patient experience? The SHSMD presentation outlined a four-step process for effective change using marketing and communications expertise for a memorable, trust-building patient experience.

 

FOLLOW US: See other SHSMD interviews here and via Twitter @hcsuccess, @stewartgandolf, @lonniehirsch and @hospitalsuccess. (Hashtags are #shsmd11, #shsmd, #hcmktg and #mgma.)

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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