Does the Experience Match the Message?

Too many believe that marketing a medical practice is about its web site, social media and advertising. Those are all important marketing tools, but the true heart of marketing, especially in healthcare, is about experience and relationships. 

It is understanding your customer’s needs, meeting those needs, and if you are truly doing a good job, exceeding their expectations and delighting them to the point that they are eager to share their experience with others.

State-of-the-Art. Compassionate. Expert. 

These are common healthcare marketing messages. However, 

  • when patients aren’t greeted warmly
  • when staff members don’t communicate and ensure smooth handoffs
  • when calls aren’t answered promptly
  • when patients experience long waits
  • when clear patient education doesn’t take place
  • when physicians don’t communicate with each other
  • when referral sources aren’t acknowledged

then those marketing messages you have invested in refining and promoting become empty promises. 

In 2020, make a resolution to focus your marketing efforts on understanding and improving the experience with your practice for both patients and referral sources. Medical Marketing Inc. is here to help.

“The aim of marketing is to know and understand the customer so well
the product or service fits him and sells itself.”   — Peter F. Drucker