If we think of the web as our first great tsunami of change then the mobile web will make our first storm feel like a spring shower. This @HaikuDeck (a great tool) explores thoughts on a mobile world.
Content Truly Is King In the middle of this amazing "lost" Steve Jobs interview is some of the best thinking on content and product development I've ever discovered. Jobs discusses the very important distinction between process and the masterful craftsmanship required to develop great products. Listening to this extraordinary segment I thought Jobs was contradicting Dov Seidman's book How: Why How We Do Anything Means Everything . On repeated listening not so much. Jobs is warning against process police taking over and attempting to substitute hollow business process where passion, commitment and genius should rule. Seidman is suggesting that creating the kinds of teams Jobs was famous for leading is the only business process anyone owns. There are no secrets and intellectual property is a poor substitute for fast moving new market creating genius (iPad, iPhone for example). "People get very confused that the process is the content." Content Greatness Unde...
Patient experience and satisfaction is no longer a nice too have, but a got to have in the evolving consumer-centric healthcare market place. Consumers are paying more out of pocket and when consumers pay more they expect more. A better healthcare consumer and patient experience in the end means a more compliant patient pre and post treatment. Higher level of service and medical process satisfaction brings the healthcare consumer back in a sea of providers who all offer the sameness. It is one of the primary drivers for a reason to return. And when all things are equal and undifferentiated, experience and satisfaction become a major determination of return and for their recommendations of you. Difficult to achieve and tough to competitively beat once you have it, experience and satisfaction with your medical products, clinical services and processes regardless of the vertical, be it specialty pharmacy, medical device, pharma, hospitals, doctors...
Sometimes, another organizations PR missteps are an opportunity to learn how not to handle a PR crisis. Just ask the any of the hospitals and health systems that have been in the media the past few weeks with HIPAA violations for data beaches. And what I have seen from the healthcare consumer side in the coverage and their responses have been arrogance, apathy and really stupid responses by senior management. I mean really, “We had a panic button and security camera.” Does it matter in your response that the theft happened after hours? Or the, “We had 60 days under the law before we had to report it.” How do you think the public reads that answer of hiding behind regulations when their personal data is at stake? In an age of healthcare model evolution from provider-dominated models of decision making to consumer-directed models, those bygone days of being able to mismanage a PR crisis and response and get away with it are gone. Is your response to dive for un...
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