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

With

By Stewart Gandolf, Chief Executive Officer

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

SHSMD Connections 2011 "Exploring New Horizons" flyer

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.)