Word of mouth (WOM)

ConcerroConnect Webcast:
CXO, WOW, & WOM: A Powerful Approach to Patient Experience Management Tied to the Bottom Line

Presented by Anthony Cirillo, FACHE, AB

 

 
 
 
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How can your hospital use WOM to improve patient experience management?

Word of mouth (WOM) is a hospital's most strategic marketing weapon. In its simplest form, word of mouth is nothing more than offering incredible experiences; it's the WOW that people talk about. As much as hospitals talk about their commitment to patient experience, talk seldom transforms to action.

This webcast makes the association between word of mouth and patient experiences. Research showing the tie between top-performing hospitals and employees who are engaged in the mission will be shared along with a transformational approach to patient experience management that helps hospitals reconnect their employees to the mission, vision, passion and personal reasons why they entered healthcare.

As you start to realize what is at stake by getting experience management wrong, you build the case for the need for a Chief Experience Officer (CXO) to get it right. Once you start to change experiences, you will want to tell your story. How to tell your story and spread it using five strategies that mainstream companies, like Starbucks, use to identify and deploy customer ambassadors / crusaders will be shared.

Presented at the Cleveland Clinic Patient Innovation and Empathy Summit in May, 2011 to more than 750 people, this topic is emotionally charged and gaining momentum.

By watching this webcast you will learn:

  1. Definition of word of mouth marketing and its tie to patient experience.

  2. Why patient experience approaches have failed.

  3. A new approach to experience management that is systemic and holistic.

  4. The roles and the reasons for a hospital Chief Experience Officer.

  5. "Crusader" marketer characteristics to tell your story and spread your story.

About the speaker:

Anthony Cirillo

 

  

Anthony Cirillo, FACHE, ABC is an international consultant and thought leader specializing in patient experience and strategic marketing. President of Fast Forward Consulting, he is a Fellow of the American College of Healthcare Executives and an Accredited Business Communicator of the International Association of Business Communicators.

His article, The Chief Experience Officer was one impetus behind the Cleveland Clinic's initiative to start an office of patient experience.

He works with hospitals and organizations across the aging continuum helping them to authentically create exceptional experiences for their staff and patients and then crafting the marketing strategy that helps them tell their story.

Anthony has a mission side of his life devoted to older adults. He is the About.com Expert Guide for Assisted Living. His book "Who Moved My Dentures?" debunks myths about aging. He spends hundreds of hours in nursing homes entertaining and bringing joy to seniors. He has keynoted numerous long-term care and care giving conferences; has a top-rated blog devoted to educated aging choices and is a guest blogger in the field.