Mastering Customer Service: Patients Are Not an Interruption

Healthcare marketing professionals know what the retail-world textbook says about customers. Substitute “patient” for “customer” or “consumer” to realize how healthcare’s new swing from provider-centric to patient-centric is much more significant than a smile and warm welcome. Your relationship with healthcare’s new empowered consumer is vital element in revenue and profitability. Acquiring a new customer […]

CRM in an ACO World: Hospital Marketing’s New Tools of Engagement

Not long ago the folks at Krames StayWell checked-in with us about how healthcare Customer Relationship Management—hospital CRM in particular—is recalibrating its mission for greater engagement and improved outcomes in an Accountable Care Organization (ACO) world. Many of the “old rules” are changing. They’re out now with an insightful report about CRM in an ACO […]

Is Your Desk Creating a Good Impression of You and Your Practice?

by Neil H. Baum, MD Editor’s Note: In this post, Dr. Neil Baum presents doctor-to-doctor ideas founded in his 30 years of real-world experience as a practicing urologist in New Orleans. He is a sought-after speaker, and the author of Social Media For the Healthcare Professional, Greenbranch Publishing, 2011. What is your first impression of […]

What Patients Say is Most Important to a Positive Patient Experience

Empowered patients and retail-like consumerism have become increasingly important in healthcare delivery. But for many medical practices, doctor groups and other healthcare providers, the ability to deliver and measure a positive patient experience remains a bit elusive. This may be due in part to the fact that, traditionally, patients were not seen as “customers,” at […]

Revenue Drain: Your Staff Can Make or Break Patient Satisfaction

The general public, the news media and hundreds of primary care and pediatric medical practices are sifting through the Consumer Reports ratings that were widely circulated this month in Massachusetts. From a healthcare marketing perspective, the Boston Business Journal was quick to point out that some of the numbers aren’t flattering. Reading between the lines, we […]

Doctor Marketing Insights from the Four Seasons Hotel and a Master Surgeon

Here are two distinctly different but well-told stories that are worth sharing. The two storytellers—a photographer based in the Netherlands and an orthopedic surgeon in New York—probably don’t know each other. One story is about social media at work in the hospitality industry. The other is about patient-physician communications. On the surface these topics are […]

3 Shortcuts to Sabotage: “Ignoring Customer Service in Healthcare”

We wish we had written that compelling headline because it drew us into an insightful post (that we also wish we had written). Author and business coach Micah Solomon is hitting us with a triple (facetious) dose of ways healthcare providers—particularly hospitals—can avoid service excellence. There must be thousands of ways to fail at customer […]

What My Grandmother’s Magazines Say to Your Patients About Their Brand Experience

by Kathy Roy Gaughran, Senior Marketing Strategist My travel schedule takes me to the offices of healthcare providers throughout the nation. Each initial visit is a great “first impression” opportunity for me to take the role of a new patient who is seeing the practice with fresh eyes. The “experience” (seeing and feeling what impacts […]


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