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Fellow, American College of Healthcare
Executives and
Accredited Business Communicator,
International Association of Business Communicators
More Thoughts
on Healthcare Reform
I have written about healthcare reform
implications before
but wanted to add some additional thoughts to ponder.
Why Can't Americans
Get Healthcare Right?
While this article was written before healthcare legislation was passed,
the points are still relevant.
My Thoughts on Patient / Resident Experience
I don't typically move one of my blog posts to a main feature. But two
things
set me off this past month. First consumer dissatisfaction with
hospitals
dragged the
American Customer Satisfaction Index down by five points.
Then I read in a community marketing forum how one marketing
director was lamenting over the stalled efforts of a customer
service program her company initiated, which its employees found insulting.
The company had contests, created a cartoon spokesperson, and produced
flyers
with that cartoon character demonstrating good and bad customer service.
Need I say more? Well I did.
Customer-Centric Best Practices and Their ROI
While this Marketing Profs article dates back to last year, its points are
relevant
to the theme we have started. According to Deloitte and Touche,
customer-centric companies are 60% more profitable, two times
as likely to exceed return on shareholder equity.
Acquiring new customers can cost five times more than satisfying and
retaining current customers. A 2% increase in customer retention has the
same effect on profits as cutting costs 10%.
Read how to achieve and track your customer focus.
NORCs - How Do They Fit in the Aging Continuum
Naturally Occurring Retirement Communities is a concept that is being
realized in just a few places. The idea is for people to age in place and
the
services to come to them. So to my healthcare colleagues, where do you fit
in this trend?
Effective Word of Mouth Interrupts Schemas
Stories that spread are ones that interrupt your normal
pattern of thinking and expectation. Captain Sully landing a
plane in the Hudson - planes can't land on water. Driving for the first
time
in the UK - they're driving on the wrong side of the road.
Other News and Citings
Are Activity Professionals a Dying Breed? Guest Blog, MDS Central.
Transparency Can Bite You! Guest Blog Advance in LTC Management
Cirillo to Keynote North Carolina Healthcare Human Resources
Association
I will be keynoting the NC Healthcare Human Resources Association meeting
on September 8. I will be presenting “Develop Your Personal Brand”
to HR professionals and related vendors at The Grove Park Inn in
Asheville, NC.
This program received rave reviews from attendees at the
American College of Healthcare Executives in March 2010.
“Everybody gets so much
information all day long that they lose their common sense."
Gertrude Stein
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