Insights on Healthcare Marketing

Loneliness and Opportunity

A nationwide study by Cigna earlier this year found that loneliness was at epidemic levels in our country with half of Americans reporting that they feel lonely. 

It is no secret to those of us in the medical community that there is a strong link between physical and mental health. Social isolation can negatively impact health in a number of ways from increased stress and inflammation to disrupted sleep to a weakened immune system.

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Do You Say Thank You Enough?

I’ve always been a big believer in the power of a heartfelt, personal “Thank You” and have made it a tenet of my professional and philanthropic life.

I recently read in Tom Peters’ latest book The Excellence Divide where former Campbell’s Soup CEO Doug Conant sent 30,000 handwritten thank-you notes to employees during the 10 years he ran the company.  

And Peters, an internationally acclaimed business consultant, author and speaker, goes on to share that for more than 40 years, he has made it an annual ritual to personally make 25-50 thank-you calls between Christmas and New Year’s.

These are two extremely busy leaders in the business world. If they can do it, so can we. Who have you thanked lately? 

 

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Time: Your Most Profitable Marketing Investment

Time to go out and meet a potential new referral source.
Time to handwrite a personal thank-you note to a new patient or referral source.
Time to call a patient after a procedure or difficult illness to see how they are feeling.
Time to get involved with a community organization.
Time to personally thank your top referral sources on a regular basis.
Time to reach out and apologize when something goes wrong or someone must wait too long.
Time to recognize a colleague or staff member who does a great job.

Often it is the little things that create the deepest connections and propel your practice the most.

 

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Your Front Line

One of the most powerful quotes I’ve read in a long time:

“Your customers will never be any happier than your employees.”
                        — John DiJulius, Entrepreneur and Customer-Service Guru

Think about it. Health care is a service, an experience. And it is dependent upon human interactions and relationships. Your employees ARE the face of your brand. Are they happy?

 

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Random Acts of Acknowledgement

Have you ever seen or received one of those coins or notes that says, “Caught being good?” 

I love the concept. We’re all familiar with random acts of kindness. Why not perform random acts of acknowledgement?  

In our busy, digital world, it is easy to feel invisible. So, take notice! Show appreciation. Let someone know you see them — that what they are doing truly matters. It can be a staff member, a colleague, a referral source or a community partner. It can be something small (sometimes this can be the most powerful kind of recognition) or something large. 

Recognize …

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Random Acts of Acknowledgement

Have you ever seen or received one of those coins or notes that says, “Caught being good?” 

I love the concept. We’re all familiar with random acts of kindness. Why not perform random acts of acknowledgement?  

In our busy, digital world, it is easy to feel invisible. So, take notice! Show appreciation. Let someone know you see them — that what they are doing truly matters. It can be a staff member, a colleague, a referral source or a community partner. It can be something small (sometimes this can be the most powerful kind of recognition) or something large. 

Recognize …

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The Power of Empathy in Our Tech-Driven World

“You never really understand a person until you consider things from his point of view…until you climb into his skin and walk around in it."                       
                                                                                                                                                                                                                  — Atticus Finch, To Kill a Mockingbird

Empathy. It is the experience of understanding another person's thoughts, feelings, and condition from their point of view, rather than from your own. It sounds soft, but in the “disconnected” world in which we all live and work, practicing empathy is actually strategic.

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Rainy Day Opportunities

Rainy days. They can be pretty miserable, and we have certainly had more than our share lately in Central Florida. However, they also provide your practice an opportunity to shine and make someone’s day a little brighter through a small random act of kindness. Here are a few we’ve come across in our community:

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Four Ways to Build Trust in Your Business Relationships

I recently read where fewer Americans agree with the statement that “most people can be trusted” than at any time in the past 40 years. Yet, building trust is critical to any successful business relationship, and I would argue especially in the business of delivering healthcare. 

So how can you build trust with your patients, referral sources and even your staff? I believe there are four basic steps:

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Making the Right Marketing Choices

Every day your organization has choices:

  • Bait and switch or honest advertising.
  • Trickery or transparency.
  • Empty promises or fulfilled truths.
  • Scripted responses or genuine conversation.
  • Broken links or technology that transforms.
  • Endless phone loops or extravagant human welcomes and assistance.
  • Lengthy on-hold wait times or prompt responses.
  • Buried rules and exclusions or clear communication.

Too many organizations today make the wrong choices. The consequences? Angry patients, negative reviews, low retention and a skeptical market. They put all of their energy and resources into acquiring new patients rather than delighting the ones they have. 

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