Where is your market research in patient/customer experience management?

Or, the dangers of viewing the customer-patient experience management process, thinking you know it all, it's easy to do, or only use patient satisfaction survey results.


And from the questions I get from healthcare professionals around the country, it became very clear that a key element is missing from most efforts at improving the patient experience.

Healthcare providers, aka hospitals for the most part, are not doing the required quantitative and qualitative market research on patient experience, attitudes, behaviors and expectations in their market place. They are assuming that because they read an article, go to a seminar that they know it all. They are only using patient satisfaction survey data, lean six sigma results and their previous quality improvement efforts. Few are actually talking to patients.

Had you been conducting market research on your customers-patients in the experience management process outside of  internal patient interactions, you would  be much better off. But unfortunately, most customer-patient experience management programs are focused on the 1/3rd of the encounter as a patient.

Where do you go from here?

It's important to view Customer-Patient Experience Management(CEM or PEM) in its totality, not as one service or clinical line experience. It may be for you, but to the healthcare customer-patient who experiences your organization across numerous touch-points, it's not. They aggregate all of it into one overall experience. You, as a healthcare provider, need to understand the expectations and experiences through quantitative and qualitative analysis. Then integrate that information and learning's into your efforts.

Part of the process of experience management, is actively managing customers-patients experiences to meet expectations and change their experiences, to drive revenue and market share. It's not all about the patient satisfaction numbers. CEM or PEM have definable and measurable financial outcomes. But you cannot achieve those revenue outcomes if you are not looking at experience management in its totality. And that means doing the necessary market research.

By not fully understanding your customer-patient in their totality, you are not successfully managing their experience or expectations.

The wave is here to use an oft quoted metaphor. Its consumer-directed not provider-directed healthcare. And the sooner you get it, that its not about you, but about the patient, and start looking at the customer experience in its totality, the better the chances of your survival in the coming years.

You don't have all the answers.

>>> Where is your market research in patient/customer experience management? >>>

Successful Forex Affiliate Partnerships

Forex affiliate partnerships could lead you towards earning huge money with the successful promotion of their forex affiliate program. Of course, if you seeking any online opportunity through which you can generate significant amounts and grow your business, better would be to go with the forex affiliate marketing programs that are run by the reputed and leading affiliate brokers in the forex niche.

Forex affiliate marketing could surely be a successful business for the affiliate marketers who not even need to invest a single penny for the same. Forex affiliate marketers are not the actual owners of the affiliate programs, but they promote the business of the affiliate programs on behalf of the owners and get certain commission in return. This seems significant when you are getting a platform to invest whatever strategies and techniques you can to promote the venture where you even not need to invest any money. Instead, the returns will be significant for the owners of the program as well as you where the commissions after very successful deal will immediately get directed towards your website. 

The companies facilitating reputed forex affiliate programs assure absolute accuracy and honesty in the fund transfer process. They deal with the reputed e-transfer facilitating companies for the financial transactions and thus, they are absolutely trustworthy and safe with regards to the security measures. Hence, you would not nee to have any concerns regarding the safety and security of your data and money as these companies are extremely responsible for their safety and assure you absolute comfort and convenience whenever you have to deal with them. This depicts that with the opportunity of earning money, you also get the chance to get long term services at online forex affiliate programs and they will surely facilitate you with lots of stuffs to move and grow further.

>>> Successful Forex Affiliate Partnerships >>>

Effective Forex Affiliate Marketing Business through Quality Online Marketing

Quality online marketing efforts are essential for the promotion of your forex affiliate program in a successful manner to get best output in the form of huge money making and business expansion process.

Forex affiliate marketing is a significant process that is undertaken for the effective marketing of the affiliate program of the forex brokers dealing in this field. It is a best field to join for the individuals who are looking for an opportunity to work in the marketing field without investing any money and seeking profits as well. 

People who are willing to become a forex affiliate partner to a reputed affiliate program in the forex niche should join a suitable program online. They can search on the internet and register at the forex affiliate program. They can deal with their affiliate manager for meeting their queries and solving their problems if any. These affiliate programs are the best means to support the online businesses and to give the affiliate partners a platform towards earning huge money.

After joining the program, you can start the promotion of your affiliate program over different search engines with the implementation of the different effective search engine marketing techniques. These techniques may cover the search engine optimization, social media optimization, e-mail marketing etc that support the website of the forex affiliate program to generate huge traffic and good backlinks to get immense value among their competitors.

Forex is a diversified field where all have a lot of things to generate good money through this channel and if you have undertaken quality solutions for meeting your business needs online, you will definitely get the desired output.

For the effective promotion, effective strategies should be undertaken and that too with the qualitative approach to rank high on search rankings.

>>> Effective Forex Affiliate Marketing Business through Quality Online Marketing >>>

Perfect Forex Affiliate Marketing through Blogging

Many people find forex affiliate marketing a good and profitable business to start with and of course, the advanced method of marketing associated with this business make it extremely profitable for the persons involved here. People involved in this market having their own blog try to use it in their promotional campaign through the method of corporate blogging.

Of course, blogs are the most significant tools to depict your web presence and sharing words with the audience. But now, it can also be used in the way towards perfect marketing methods to promote your affiliate program. For the effective forex affiliate marketing strategy, you should involve the usage of all the tools, resources and techniques that can help you gain the reputed position in the market and lead a large number of visitors to turn into the potential customers.

When you have the blogs for your affiliate promotion campaign, better would be to use them and submit them to different marketing channels. Forex affiliate marketing seems to be the most facilitating channel when you should have to market your blogs in a fascinating manner. The blog should be created perfectly without any broken or encrypted link involved. It should not be a link farm and should have separate pages for further relevant topics. The design of your blog should be attractive and its content should be original and readable. It should be interesting to the visitors and should not drive them out of their focus with the use of the abusive or unwanted language.

It is important to deal in the ads and banners for the promotion of your forex affiliate program through your blog, but these things should not occupy entire space in the blog, otherwise, it will not look good and will negatively drive the visitors if they will not find there something readable and informative.

>>> Perfect Forex Affiliate Marketing through Blogging >>>

Where is the patient experience and satisfaction in your healthcare marketing?

Patient experience and satisfaction is no longer a nice too have, but a got to have in healthcare. Difficult to achieve and tough to 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 etc., will drive revenue. Revenue from the standpoint of Pay-for-Performance (P4P) programs and volume from consumers aka patients, selecting you in a very commoditized and provider undifferentiated healthcare market place. As you create your networks, Accountable Care Organizations (ACOs), Medical Homes (MHs) and other yet undefined organizations, you have the opportunity to "get it right" this time.

The healthcare consumer of today, will view your services as: value= f(cost, quality, satisfaction) as compared to the near past where value= f(cost, quality). Value here is the defining moment and is a function of cost, quality and satisfaction with you.

Why is it important?

High levels of experience and satisfaction are a powerful differentiator on your market.

Done correctly, your experience improvement and satisfaction program becomes the ongoing Voice of the Customer (VoC) program to drive real organizational change.

It is a strategic and tactical edge for your brand and your marketing communication efforts.

Think customer evangelization.

Think of the power of a high-quality experience and exemplary satisfaction, and what that can do for your marketing campaigns. What it can do in your effort to differentiate.

The choice is yours. The marketing implications, strategies and tactics are clear. Lead or be left behind.

>>> Where is the patient experience and satisfaction in your healthcare marketing? >>>

Do effective promotion of your Forex Affiliate Website

If you are associated with the forex affiliate marketing business and wishing to promote your own website or blog for the promotion of your affiliate program, then you should really know the fundamentals as well as significant strategies and techniques to accomplish your goals. Generally, website promotional practices are performed for generating strong traffic to your affiliate website. Some fundamental principles are also there to consider if you are seeking good revenue generation through your website. 

Your first step should involve the on-page optimization of your website. The contents in your web pages should be keyword rich that are in use by the users on the internet for searching about those particular topics for finding the desired products or services. If a website has keyword rich content, then it will become more able to draw out maximum traffic from the search engines.

On-page optimization is the initial step to be undertaken before you start with the off-page optimization of your forex affiliate website. This is because if your website is not build properly including good quality contents, there will be no value of the off-page optimization practices you have undertaken. 

Always check if there is any broken link available at the website; making its correction is important before starting its promotion. This is because if you will promote the broken link, it will never give any value to your website, nor attract the visitors as well.

Website analysis will help you to make aware about all the aspects of your website. In this way, you can get acquainted with all the errors and loopholes with your website and correct them before stepping up to the off-page promotion. 

There are numerous tools and technologies developed in this regard to help you move on with appropriate website analysis, competitor analysis, keyword research and search engine promotions that can help you.

>>> Do effective promotion of your Forex Affiliate Website >>>

How are you marketing your healthcare services to retired Baby Boomer's?

Heard an interesting statistic the other day, on a commercial no less. So for the discussion lets assume it's true. (Remember those FTC Truth-in-Advertising regulations?) That there are 10,000 people retiring every day. Kind of makes you stop and wonder, how do you reach out to a group that has changed every aspect of life and products as they moved through time? And I think that means that they won't necessarily need healthcare services, until the later years of their retirement. Or at the very least, wanting the ones you offer and the way you offer them today.

So instead of future happy days the docs are busy, the ER is bustling and the beds are filled, it may be more of asking where is everyone?

This group is healthier. Expects product and services to conform to their will and in the way they want them delivered. Expects an exceptional level of service and experience. Expects to be involved in the decision-making process. Values freedom, choices and uses mobile technologies. Does its homework and asks questions.

Which means, your healthcare marketing strategy and tactics probably needs to change.

That means the way you approach markets, the marketing channels you use, the way you communicate, your brand message, your value proposition, the patient experience, reporting on quality that is transparent and useful, as well as being able to listen to what healthcare consumers are telling you and responding accordingly. May even mean changing what healthcare services you offer.

With all the new payment models, combined with diagnostic and treatment alternatives to traditional hospital-based services, in more convenient and experience friendly settings, talking at people isn't doing your healthcare brand any favors. Especially when an aging population is used to choice and having it their way.

So as you think about your healthcare marketing challenges in 2012 and the years ahead, just remember that your audience is changing, expecting more and may even be using you less than at any other time in history.

Which also may mean, that healthcare marketing could be a significant piece of the puzzle that is missing from your business strategy.

After all, both my 89 year old Aunt's are on facebook and LinkedIn.

>>> How are you marketing your healthcare services to retired Baby Boomer's? >>>