7 Radical Ideas to Retain Patients (and Revenue) at a Doctor’s Office

Doctor’s offices don’t always recognize when their routines and procedures work against their efforts to win new patients or retain current patients. The patient experience begins with an instant demerit. People who need an appointment are already dealing with a measure of stress. And medical providers should not make it difficult for patients to access the […]

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 […]

Valuable Marketing Lessons Doctors Can Learn from Nordstrom

For the sake of a convenient label, let’s call it the Nordstrom Syndrome. Doctors of various professional disciplines come to me, with some regularity, exhibiting symptoms of this (marketing) condition, and they want my business advice. It’s the first of two valuable marketing lessons that doctors can learn from retail stalwart Nordstrom. Lesson One… Physicians […]

Social Media Patient Rants: Defense Lessons from Big Biz

Maybe it was just a coincidence, but two insightful marketing object lessons popped up this week. The subject matter in common was customer service via social media, but in these two stories the outcomes were different. Both illustrations—one good and one not—are pages from big business, and they hold excellent take-away lessons for hospital and […]

10 Top Posts: Putting Patient Experience At The Heart of It All

For hospitals, health systems and practitioners, “patient experience” has gone from trendy buzzwords to strategic imperative. In fact, the totality of patient experience and satisfaction is a top-tier issue for individual providers, hospitals, group medical practices and executive decision-makers. With these folks in mind–just about everyone–the following are 10 Top Patient Experience articles, including best […]

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 […]

Patient Satisfaction: What’s Your Plan for Leadership, Culture and Training?

Some important national surveys about patient satisfaction have been in the news lately. The company credentials are highly respectable, and the healthcare marketing implications are significant. First on the street was the PricewaterhouseCoopers Health Research Institute (PwC, HRI) data that concluded, for healthcare consumers, personal experience is the number one reason for choosing a doctor […]

Everyone Is Selling Something: The Easy, 4-Step Sales Course for Doctors

We do it all the time…often without thinking much about it. To convince, collaborate, entice or persuade, everyone is “selling” something. It can be as casual as nominating a place for lunch, or presenting an idea. And doctors, dentists and virtually all healthcare providers regularly seek agreement and compliance from patients about a course of […]

Wired Hospitals? Two Out of Three Hospitals are Missing from Surveys

Number-crunching executives, administrators and business-minded IT folks will love the remarkable detail in Hospitals & Health Networks magazine’s 2012 Most Wired survey of the nation’s hospitals and health systems. The social media and hospital marketing slice of data is important and informative. But this is a big report, so let me guide you a little.

Two Well-Executed Ideas You Can Steal from Dental Marketing

Who says marketing can’t be fun. Here’s a brief post about two lighter-side ideas from dental marketing that you can steal. Look at these little case studies as idea starters for many other healthcare marketing situations. In each, take your inspiration mainly from the exceptional execution. Dr. Rich’s Patient Picnic: Western Pennsylvania orthodontist Richard Ribarevski […]


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