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MEDIC_Final Presentation_2016
- 1. Board of Directors Presentation Divyansh Chaturvedi • Ryan Ponzurick • Kim Smith Shamiron Thomas • Toccarra N. Thomas Faculty Partner: Bill Rice Client Partner: Jim Decker April 26, 2016
- 2. This Semester 14 Engagements—72 Students...4,624 Student & Faculty Hours (Cumulative 125 Engagements--606 Students—50,624 Student & Faculty Hours) 2
- 3. 3
- 4. Team Medic Toccarra N. Thomas, Project Manager Divyansh Chaturvedi Kim Smith Ryan Ponzurick Shamiron Thomas 4 Bill Rice Faculty Adviser 4
- 5. Deliverable 5 Do the research and benchmarking to develop a predictable set of recommendations as to how MEDIC can improve the donor experience.
- 6. “ ” 6Bring alive the whole story of discovery, benchmarking, critical thinking, and resulting recommendations as MEDIC takes back the project. Purpose of the Meeting
- 7. Began with “What” and “Why?” Researched MEDIC and Interviewed Stakeholders to Gain a Deeper Understanding of the Issue. 7
- 8. Stakeholder Interviewees • Benjamin Prijatel • Brenda Sharp • Claudia Maples • Debbie Carper • Dee Dee Knotts • Erika Neely • Eva Quinley • Felicia Rhodes • Greg Shaw • Jim Decker • Jimmy Owens • Martha Cox • Nancy Seay • Ryan Raasch • Tom Watkins, M.D. 8
- 9. Sample Stakeholder Interview Questions • What are the Top Two Factors that affect donor experience? • Are the Quality Committee bi-monthly reports helpful? • How do you estimate the turnout at blood drives & How often are these estimates incorrect? • How important do you feel is the donor satisfaction & Do you feel that your responsibility is to take care of the Donors? 9
- 10. Sample Questions Stakeholder Interview Questions Contd. • How much does a mobile drive cost? When does it “breakeven”? • When does a mobile drive become “unmanageable”? • What is the average wait time (+processing time) for donors and what do they generally do while waiting? 10
- 11. Observations-Donor Experience At the Mobile Drive • Long Wait Times Turn Off Potential Donors • Deferrals (after a long wait) Turns Donors Off Forever • Customer service is lacking • Lack Of Entertainment While Waiting • FDA Regulated Questions Are Potentially Uncomfortable 11
- 12. Observations: Donor Experience at the Donation Center • Décor Needs Update • Boxy TVs • Dated Reading Materials • Long Lines turn away potential donors • Preoccupied Staff • More Hands On Supervision • Fast Process (approx. 30 min) 12
- 14. Strengths • Reputation • Membership program • Satellite center donor experience • FDA Compliance Opportunities • Millennials • Grant/outside funding • Transfusion and Infusion Cancer Centers • Large blood import/export partnership Threats • Competition • FDA Compliance and Regulations • Negative WOM from poor donor experiences Weaknesses • Mobile donor experience • Employee turnover for mobile drive workers • Mobile vehicles reliability 14
- 15. Benchmarking What Are Other Organizations Doing? How Does This Relate To Our Deliverable? 15
- 16. 16
- 18. Donor Loyalty Program • CAA Blood Challenge Large Blood Drive • Enhanced Donor Incentives • Outsourced • Point & Tier System • Initial Cost is the Largest 18
- 19. Donor Loyalty Program and Challenges • CAA Blood Challenge Large Blood Drive • Enhanced Donor Incentives • Outsourced • Point & Tier System • Initial Cost is the Largest 19
- 20. “I Pledge. I Commit.” Campaign 20
- 21. Donor Experience WIFI Equipped Centers & Mobile Vans 2600+ Blood Drive Coordinators BYOD (Bring Your Own Device) 1000+ Volunteers ~28,000 hrs Educating Donor 21
- 22. Pre-Education is Key • Beautiful and Educational Website-Begins the Donor Process Before Donate • Schedules Online • Real-time blood need updated on site • Compelling Testimonials and Pictures • Mobile Drive Locations Updated Real-Time 22
- 23. Engaged and Active Donors • Donor/Volunteer Rewards Program • 60% love the store • Most donate points back to Blood Bank • Campaign to donate points for holiday partner hospital patient gifts • Online Reviews by donors • Customer Service High Ratings • High Ratings for Personal TV and Wi- Fi Services 23 • Long Wait Times Are Concern • Wi-Fi • 3 months active • Most Donors Use Personal Devices • Social Media • Free Marketing • Very Active
- 24. Nationally Recognized Donor Spotlight Program 24
- 25. 25 Blood Bank of Delmarva Community Blood Center of the Carolinas Oklahoma Blood Institute San Diego Blood Bank Indiana Blood Center Donor Incentives & Health Benefits Program A B A A A Donor Loyalty Programs B B B B B Educational & Compelling Marketing Materials A A B B- B Interactive Website B A C B- B Special Events - A - B - Technology A A A A A OVERALL B A- B- B B Benchmark Report Card • Graded competitors efforts to grow and retain donor base • Grades give a better view of the benchmarks • These competitors are doing well
- 26. Common Benchmark Themes 1. Donor process clearly outlined on website 2. Testimonial pages 3. Excellent Customer Service 4. Expanded advertising and social media 5. Stronger emphasis on donor retention via loyalty programs 6. Greater volunteer participation 7. Donor entertainment 8. Costs and Implementation of Donor Enhancements 9. Customized donor incentives 26
- 27. Recommendations To Improve the Donor Experience 27
- 28. 28 Recommendations Before Donation (short term) • Donor Education-Right Blood, Right Place, Right Time • Pre Scheduling Process & Electronic Queuing • Customer Service Training During Donation (midrange) • Donor Education-Infographics • Event Activities • Immediate Registration and Line Flow Management • Wi-Fi at Mobile Drive After Donation (long term) • Thank you and Loyalty Program • Testimonial (My Why) • Website Revamp-Pre-educate donor • Create Donor Database/Testimonials
- 29. Costs and Benefits 29 7% Budget Increase Potentially Yield 8% to 15% Growth In Donor Recruitment and Retention
- 30. Success Stories • Community Blood Center of the Carolinas • 15% Growth in Donor Recruitment and Retention • 1 Year • Blood Bank of Delmarva • Indiana Blood Center • 50% increase in Donor Retention and yearly donations via I Pledge, I Commit Donor Loyalty Program • Maximized Donations by Blood Type 30
- 31. 31 Before Donation (short term) • Donor Education-Right Blood, Right Place, Right Time • Pre Scheduling Process & Electronic Queuing • Customer Service Training During Donation (midrange) • Donor Education-Infographics • Event Activities • Immediate Registration and Line Flow Management • Wi-Fi at Mobile Drive After Donation (long term) • Thank you and Loyalty Program • Testimonial (My Why) • Website Revamp-Pre-educate donor
- 32. Before Donation-Donor Education • Edit Existing Marketing Materials to Focus on Donor Process • Pre-Education Is Key • Right Blood, Right Time, Right Place • Infographic • Guide Demand By Recruiting Potential Donors 32 Right Blood, Right Time, Right Place Next Mobile Drive In Your Area is: DATE Please Consider Donating Please Donate and Save A Life Do’s and Don’ts To Be A Successful Donor Front
- 33. Right Blood, Right Time, Right Place The Following Appointments Are Available: [Appointment Times, Date and Place] Sign Up Here: www.appointment.com For More Information Contact: NAME OF CONTACT Before Donation-Mobile Drive Appointments 33 • Extend Appointment System to Include Mobile Drives • Apart of the Outreach System • Hourly Appointments for Blood Drives • Guide Demand • Apart of the Pre-Donation Outreach • Coach Staff on How to Guide Appointments • Link With Social Media Back
- 34. Success Story Targeted Mailer Riviera Beach CRA • 300 Family Neighborhood • Sent out Mailer for Free House Painting • Highlighted Benefits to Homeowner • 80% response rate • <$500 Postage, and Staff time 35
- 35. Before Donation-Customer Service Training • Employees Who Interact With Donors • Quarterly Training • Focus on Customer Service Basics 36
- 36. 37 Before Donation (short term) • Donor Education-Right Blood, Right Place, Right Time • Pre Scheduling Process & Electronic Queuing • Customer Service Training During Donation (midrange) • Donor Education-Infographics • Event Activities • Immediate Registration and Line Flow Management • Wi-Fi at Mobile Drive After Donation (long term) • Thank you and Loyalty Program • Testimonial (My Why) • Website Revamp-Pre-educate donor
- 37. During Donation: Scheduling, Line Management, and Entertainment 38 • Gives power back to the donor • Helps reduce the feeling of “waiting” • Reduce Waiting Area Lines • “Perception”- Lines turn potential donors away
- 38. During Donation: Scheduling, Line Management, and Entertainment 39 Tablet/Cellphone Reservation System Games and Activities
- 39. Success Story: Scheduling, Line Management and Entertainment 40 • Community Blood Center of the Carolinas- Increase Donor Retention and Recruitment-15% • Disney Decrease Wait Times-13% • Stock and Barrel Increased Patronage 33% I See Three System
- 40. During Donation-Immediate Customer Service Feedback • Very Short Poll • Free • Connect to Reservation System • Send Via Text or Email • Use Volunteers to Guide Donors • Encourage Donors to Complete Immediately • Create Coaching Tools Using Feedback 41
- 41. 42 Before Donation (short term) • Donor Education-Right Blood, Right Place, Right Time • Pre Scheduling Process & Electronic Queuing • Customer Service Training During Donation (midrange) • Donor Education-Infographics • Event Activities • Immediate Registration and Line Flow Management • Wi-Fi at Mobile Drive After Donation (long term) • Thank you and Loyalty Program • Testimonial (My Why) • Website Revamp-Pre-educate donor
- 42. After Donation • Enhance Donor Aftercare Program With Loyalty Program • Expand Current Program • More Tangible and Meaningful Benefits • Track Points, Number of Donations, Health Stats • “Gamify” the Process with Unlockable “Badges” At Certain Donation Levels • Option to Donate Points Back 43
- 43. 44 Gamification Success –Elearning Industry 89% 82% 62% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Points System Boost Motivation Prefer Tier System Leaderboard Increases Motiation “Gamification” Preferences People Polled
- 44. Loyalty Program Success Stories • Indiana Blood Bank Recognition Loyalty Program • Incentive Spend decreased 75% • I Pledge I Commit Program Increased Donations 50% • Community Blood Center of the Carolinas • Loyalty Program Contributed to 8-15% Donor Growth • San Diego Blood Bank • Generally Donate Points Back • Enhanced Rewards 45
- 45. After Donation • Slightly Edit Website • Add Donor and Recipient Testimonial Section to Website • #MyWhy Social Media campaign • Add Donor Education Page • Donor Loyalty Program Dashboard • Consistent with all marketing materials 46
- 46. After Donation • Minor Website Edits • Add Donor And Recipient Testimonial Section To Website • #MyWhy Social Media Campaign • Add Donor Education Page • Donor Loyalty Program Dashboard • All Marketing Materials Consistent 47 Donor of the Month Donor Education Portal Donor Testimonials Portal #MyWhy Dos and Don’ts to Be a Successful Donor Donation Process Next Steps
- 47. 48 Success Story-Indiana Blood Bank Social Media
- 48. 49
- 49. Implementation Plan 50 Before Donation (short term) 1-3 Months Donor Pre-Education and Targeted Marketing Campaign During Donation (midrange) 3-12 Months Donation Events Scheduling and Line Management After Donation (long term) 12 Months-24 Months Loyalty Program and Website Revamp
- 50. Costs and Benefits 51 $2,625,000 Sales Increase- 15% 15% Projected Increase in Donor Growth and Retention 7% Proposed Increase $19,066 2015 Donor Recruitment Budget- $387,700
- 52. Student Takeaways • Regulation Affects Everything • Large Number of Blood Collection Agencies and Consortiums • Right Blood, Right Time, Right Place • A Lot Of Products Can Come Out Of One Unit Of Blood • Blood donation is a business, and suffers the same problems as other business in different industries • Education Is The First Step To Enhancing The Donor Process; Organizations That Can Effectively Educate The Donor As Well As Provide A Satisfying Process Are The Ones That Last 53
- 53. Client Takeaways Different Perspectives on the Process Are Helpful 54
- 54. 55Thank you for your time.
Editor's Notes
- SOW Listen and obser How did we get here Benchmarking
- SOW Listen and Observe-How did we get here? Benchmarking-Did anybody else try this? What were their results? Recommendations-Our ideas on improving the donor experience Justifications-Why we think these ideas will work
- What we are charged to do
- Communication – Working in functional silos No feedback from supervisor implementation Donor experience performance checks Re-Training Communication
- Long waits Deferrals Certain preventable actions might defer potential donor Eating prior, don’t take aspirin etc. Screening Process Physically Uncomfortable “Customer Service” Not bothered about the donor Staff on phone – Facebook Lack of entertainment during wait FDA Regulations have to ask certain questions Typical Complaints Costs of Setups Inside vs. Mobile Breakeven for Mobile 25 Units of Blood Average cost of Bus, Truck, Hourly Staff (mobile and center) Affects staffing levels
- Communication – Working in functional silos Donor Education is needed Right Blood, Right Time, Right Place Donor Satisfaction is key Customer Service Training is key to success and is needed Departmental Communication can be improved Donation Process is good until it breaks down
- Donor Experience begins before the donor comes to donate and ends after they donate Right Blood Right Time Right Place Tactfully defer donors who do not meet criteria Customer Service TALK ABOUT THE THINGS WE DISCUSSED IN THE MEETING WITH JIM NEED TO MAKE SURE TO SAY HERE IS WHAT WE HEARD DURING THE MEETING
- Looked at a total of 25 companies. Found the common themes amongst all of the companies Distilled this down to the top 5 companies that we believe have the most similiarity to medic and have the most meaningful success stories Then looked at the common themes amongst all the companies
- Looked at a total of 25 companies. Found the common themes amongst all of the companies Distilled this down to the top 5 companies that we believe have the most similiarity to medic and have the most meaningful success stories Then looked at the common themes amongst all the companies
- Break away from norm (t-shirt) and allow donor to decide what prize they want to enhance the experience Lowest prices on all prizes BDD does not handle any fulfillment of the prizes, completely outsourced Biggest initial cost is startup to manufacture certain number of items Hero Blood Drive Programs- blood drives with help of organizations Young Blood CAA Challenge High School Competitions Members for Life Blood replacement coverage for its members and their dependents Whole Blood-100 points Fresh Whole Blood-100 points Double Red Blood Cells-200 points Red Cell Plasma-200 points Platelets Single: 200 points Double & Triple: 400 points Points can be redeemed at the Rewards Store for various prizes
- Break away from norm (t-shirt) and allow donor to decide what prize they want to enhance the experience Lowest prices on all prizes BDD does not handle any fulfillment of the prizes, completely outsourced Biggest initial cost is startup to manufacture certain number of items Hero Blood Drive Programs- blood drives with help of organizations Young Blood CAA Challenge High School Competitions Members for Life Blood replacement coverage for its members and their dependents Whole Blood-100 points Fresh Whole Blood-100 points Double Red Blood Cells-200 points Red Cell Plasma-200 points Platelets Single: 200 points Double & Triple: 400 points Points can be redeemed at the Rewards Store for various prizes
- Better donor engagement and community involvement Achievements Special communications Exclusive promotions
- Gained National press recognition for spotlights of milestone donors 18 news stations ran the story across the country
- Texting Online Scheduling Implement Crowd Flow Management System (Immediate Registration) Employees on Online Update Infographics Update Website and Train Scheduling Entertainment in donor centers Wifi enabled mobile vans Volunteers expand donor service Social media push Type of best donor program-raffle for ALL donors at any time whether you gave or not name is entered into a special drawing on a monthly basis for a special prize. A thank you for donating or even trying Community testimonials on website-recognize might be hard to do Constant contact with donor, not just to get feedback but just to say thank you people like to feel special Incorporate Customer service type program “we catch you doing good” for employees
- $ 387,700 Proposed 5% Increase in Donor Recruitment Budget 2015 Up to 15% Donor Growth and Recruitment and 15% Revenue Increase
- Texting Online Scheduling Implement Crowd Flow Management System (Immediate Registration) Employees on Online Update Infographics Update Website and Train Scheduling Entertainment in donor centers Wifi enabled mobile vans Volunteers expand donor service Social media push Type of best donor program-raffle for ALL donors at any time whether you gave or not name is entered into a special drawing on a monthly basis for a special prize. A thank you for donating or even trying Community testimonials on website-recognize might be hard to do Constant contact with donor, not just to get feedback but just to say thank you people like to feel special Incorporate Customer service type program “we catch you doing good” for employees
- Already sends postcards as targeted mailer, don’t send to targeted blood type To ppl who have already donated and are eligible for donation Allows MEDIC to “control” influx of donors Helps with staffing and equipment usage “Awards” donors for signing up early Start the process of recruiting at least one month in advance
- LOOK AT ANOTHER BLOOD CENTER FOR THEIR ONLINE APPOINTMENT CENTER; LOOKING FOR SYSTEMS THAT YOU CAN JUST LOG IN IMMEDIATELY WITHOUT PREREGISTRATION Providers seen by appointment only 60% appointments are same day Recruit Potential Donors up to 1 Month Before Scheduled Drives Communication Use All Avenues Allows MEDIC to “control” influx of donors Helps with staffing and equipment usage “Awards” donors for signing up early
- LOOK AT ANOTHER BLOOD CENTER FOR THEIR ONLINE APPOINTMENT CENTER; LOOKING FOR SYSTEMS THAT YOU CAN JUST LOG IN IMMEDIATELY WITHOUT PREREGISTRATION Providers seen by appointment only 60% appointments are same day Recruit Potential Donors up to 1 Month Before Scheduled Drives Communication Use All Avenues Allows MEDIC to “control” influx of donors Helps with staffing and equipment usage “Awards” donors for signing up early
- FOCUS ON DIFFERENT THINGS THAN WHAT DOING TODAY FOCUS MORE ON THE DEFERALL ISSUE WHAT TO DO TO BE A SUCCESSFUL DONOR PRESCHEDULE; MAILER CAN GIVE MORE INFORMAITON ABOUT HOW TO SIGN UP AND SO ON
- http://www.dalecarnegie.com/customer-service-skills-training/
- Texting Online Scheduling Implement Crowd Flow Management System (Immediate Registration) Employees on Online Update Infographics Update Website and Train Scheduling Entertainment in donor centers Wifi enabled mobile vans Volunteers expand donor service Social media push Type of best donor program-raffle for ALL donors at any time whether you gave or not name is entered into a special drawing on a monthly basis for a special prize. A thank you for donating or even trying Community testimonials on website-recognize might be hard to do Constant contact with donor, not just to get feedback but just to say thank you people like to feel special Incorporate Customer service type program “we catch you doing good” for employees
- Capture emails/cellphone numbers by encouraging donors to use the wireless reservation system I See Three System Like Target-cross train employees to help each other clear the line when more than 3 people are waiting in line Games and Entertainment at the Mobile Drives helps to ease boredom and give power back to the donor NoWait Registration system. Manages the Line by giving donors the option to wait else where and have a text or call tell them when it is time to come back to donate Pre-Register Donors with basic demographic information Community Blood Center of the Carolinas-Event Entertainment Indiana Blood Bank-Cross Train Employees to Make Sure lines don’t get too long
- Allows MEDIC to “control” influx of donors Helps with staffing and equipment usage “Awards” donors for signing up early Start the process of recruiting at least one month in advance I See Three System Like Target-cross train employees to help each other clear the line when more than 3 people are waiting in line Games and Entertainment at the Mobile Drives helps to ease boredom and give power back to the donor NoWait Registration system. Manages the Line by giving donors the option to wait else where and have a text or call tell them when it is time to come back to donate Pre-Register Donors with basic demographic information Community Blood Center of the Carolinas-Event Entertainment Indiana Blood Bank-Cross Train Employees to Make Sure lines don’t get too long
- http://www.dalecarnegie.com/customer-service-skills-training/
- Texting Online Scheduling Implement Crowd Flow Management System (Immediate Registration) Employees on Online Update Infographics Update Website and Train Scheduling Entertainment in donor centers Wifi enabled mobile vans Volunteers expand donor service Social media push Type of best donor program-raffle for ALL donors at any time whether you gave or not name is entered into a special drawing on a monthly basis for a special prize. A thank you for donating or even trying Community testimonials on website-recognize might be hard to do Constant contact with donor, not just to get feedback but just to say thank you people like to feel special Incorporate Customer service type program “we catch you doing good” for employees
- ALREADY SEND OUT BLOOD CARD TO IMPROVE UPON THE PROGRAM QR CODE??? UPDATE CARD TO SHOW HOW TO BE A SUCCESSFUL DONOR USE CARD TO PARTNER WITH LOCAL BUSINESSES TO ADD ANOTHER INCENTIVE
- http://elearningindustry.com/top-gamification-statistics-and-facts-for-2015 http://www.talentlms.com/blog/gamification-survey-results/
- $12 to $3.45/unit of blood From 1-2 donations per year for new donors to 3-4 per year and donors stayed
- 50 and up are growing more rapidly than average and 18-49 year olds. http://www.pewinternet.org/fact-sheets/social-networking-fact-sheet/
- IMPLEMENTATION AS WELL AS TIMEFRAME TO REALIZE RESULTS-BENCHMARK
- $ 387,700
- Key takeway
- Break away from norm (t-shirt) and allow donor to decide what prize they want to enhance the experience Lowest prices on all prizes BDD does not handle any fulfillment of the prizes, completely outsourced Biggest initial cost is startup to manufacture certain number of items Hero Blood Drive Programs- blood drives with help of organizations Young Blood CAA Challenge High School Competitions Members for Life Blood replacement coverage for its members and their dependents Whole Blood-100 points Fresh Whole Blood-100 points Double Red Blood Cells-200 points Red Cell Plasma-200 points Platelets Single: 200 points Double & Triple: 400 points Points can be redeemed at the Rewards Store for various prizes
- Have to already be a registered donor
- Adweek. (n.d.). Number of Facebook users in the United States as of January 2015, by age group (in millions). In Statista - The Statistics Portal. Retrieved March 24, 2016, from http://www.statista.com.proxy.lib.utk.edu:90/statistics/398136/us-facebook-user-age-groups/. Exact Demographic of MEDIC 61% of Knoxville Falls within this age range Coincides with the facebook useage stats Strong case that everybody will be comfortableb with digital programs
- Besse, J. (2015, June 20). 17 Powerful Facebook Stats for Marketers and Advertisers. Retrieved from http://sproutsocial.com/insights/facebook-stats-for-marketers/