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.
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...
While the notion of shared services is prevalent across many management functions including IT, HR, and finance, it is for many marketing organizations a business technique that is in its infancy. A marketing shared services (MSS) model offers the opportunity for improved service delivery, greater economies of scale, greater concentration and leverage of expertise, and more rapid and effective program/campaign execution. IDC defines marketing shared services as: Organizing two or more areas of repetitive and redundant marketing activities into a fewer number of activity areas that are offered to internal customers at a cost, quality and/or timeliness that is competitive with internal or external alternatives. Marketing shared services result in cost reductions and an overall increase in efficiency and effectiveness of operations. Given the difficult economic environment that we are all navigating through in 2009, tech marketers' who are developing shared services strategy should ...
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