Your Revenue Driver
August 10
2023 Help Wanted: The Human With AI
2022 Consumer Experience, Margins & On-Site Pharmacies
2021 From Soda Fountains To Health Centers: Consumers Are Flocking To Th...
2020 Retail Health Care: Now Playing, In A Store (Or Screen) Near You
2019 Ready To Collect More Cash?
2018 Can Success With Value-Based Reimbursement Happen Without Analytics?
2017 Have We Moved Beyond Stigma In Marketing?
2016 Here We Go Again – The 2016 Presidential Election Approaches
2015 Want More Referrals? Step Up Your Web Marketing Game
2014 (An article was not received on 8/10/14)
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Replies to This Discussion
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Permalink Reply by Paul Terlemezian on
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2015 Want More Referrals? Step Up Your Web Marketing Game
"Start the process by building awareness through a customer journey map. A journey map is a simple flowchart that shows all the different stages that your customers go through as they interact with you, from awareness, to consideration, to purchase. It’s a way for you to understand your customer’s experience from beginning to end by outlining how consumers find you online, their expectations, which parts of their process influence them the most, and which methods are working for your marketing and which aren’t. Making this map is a nine-part process:"
- List your customer types (not consumer types).
- Develop a profile for each customer type
- Determine an optimal outcome for each customer profile
- List all digital actions the customer could take to reach that desired outcome
- Underneath every action, list all channels and touchpoints the customer could possibly encounter
- Identify the moments the customer encounters your touchpoints and channels
- Experience each possible journey and rate the experience as a customer.
- Gather additional data from past customers and focus groups
- Evaluate all the information you have collected
A common criticism of marketing and of this article is that the "marketing journey" ends with "purchase."
What steps on the journey are important to the customer - after they purchase?
For example:
- Do they know how to succeed with their purchase?
- Did they succeed?
- Will they be interested in purchasing something else?
- Will they refer others to us?
- Will they express their unhappiness in a manner that will be challenging for us?
My thoughts were inspired by Karl Hellman - author of "The Customer Learning Curve."
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2016 Here We Go Again – The 2016 Presidential Election Approaches
"The four candidates have very different plans for health and human services."
How much impact do CEO's and Functional Business Leaders have on investments in learning and the commitment of employees to gain the most benefit from these investments?
How do we influence this impact and commitment?
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2017 Have We Moved Beyond Stigma In Marketing?
"...is stigma still an issue in marketing behavioral health services? .....Stigma ranks as the fourth highest of 10 barriers to care identified in the book, Ending Discrimination Against People with Mental and Substance Use .... And, even though it’s been shown that public awareness of stigma is high, this hasn’t led to a decrease in this stigma..."
What forms or learning or learning topics have a stigma associated with them?
How are we reducing the impact of these stigmas?
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2018 Can Success With Value-Based Reimbursement Happen Without Analytics?
"...As more reimbursement is contingent on performance, measurement capabilities and performance management using metrics are key. But they don't happen overnight. The time to build these information systems—and teach management teams . . . "
How long does it take to make reasonable decisions? Recently I heard an example of where it took nearly 3 years...
- It took several months to agree on what to do
- The business had seasonal variations so a full-year's worth of data was needed
- The second full year was needed to assure that the season-to-season comparisons were available
- It then took months to analyze the data - especially when third year data reflected trends different from year 1 to year 2
Might we benefit from a different mindset towards analytics?
Why or why not?
If yes - what would it be?
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2019 Ready To Collect More Cash?
"Most executive teams don’t think about consumers paying for services because we have long had a health care financing system that relies on third-party payment. In an environment that relies more heavily on consumer OOP, provider organizations need the ability to estimate those expenses, present a bill at the point of service, and collect immediately."
Is there any correlation between when someone receives a service and when they pay for it? or how they pay for it? or if they pay for it?
What payment models does the training industry use? Would you be willing to use a different model if it created better outcomes? Is there a way to know if a better model exists other than trying it?
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2020 Retail Health Care: Now Playing, In A Store (Or Screen) Near You
How much do you pay for housing, food, insurance, and entertainment - annually - out of your own pocket/
How much do you pay for your education?
Why?
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2021 From Soda Fountains To Health Centers: Consumers Are Flocking To Th...
Who might we consider partnering with to increase availability of training?
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2022 Consumer Experience, Margins & On-Site Pharmacies
Why might someone have a bad learning experience? What levels of "bad" are acceptable? What might we learn from "bad?"
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2023 Help Wanted: The Human With AI
What are the most common reasons to embrace innovation?
What are the most common reasons to reject innovation?
When do you prefer an abundance mindset? When do you prefer a scarcity mindset?
How might innovations impact or be impacted by these mindsets? -
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