Presentation on Service Marketing concepts relating with Cleveland Hospital in USA. Including all major aspects of services marketing like
1. GAP MODEL
2. Service Marketing Triangle
3. Zone of Tolerance
4. Service Quality Dimensions.
5. Service Blueprint
6. Indian perspective-Wish Mode
7. Practo-Healthcare Startup of India
It defines the relations, promises and marketing efforts between the three key stakeholders in services marketing - companies, providers (employees), and customers. Internal marketing is done between company and providers, external marketing is performed between companies and customers, and interactive marketing takes place between customers and providers.Marketing service triangle plays a very important role in service industries.
Hospital marketing -Multi specilality hospital By Dr Kavita Soni Dr.Kavita Soni
Hospital Marketing has been viewed from a different perspective these days.It has become a major tool for business development in health care sector.The only challenge to incorporate and customize the core marketing concept to go well with hospital setting
THIS PRESENTATION TALKS ABOUT THE KEY ELEMENTS REQUIRED FOR A HOSPITAL MARKETING PLAN. THIS CAN BE USED AS A REFERENCE FOR OTHER SERVICE MARKETING INDUSRTIES.
THANKS
REYAZ K SIDDIQUI
This Power Point Presentation is about the health care industry its opportunities in growing market and the company profile and swot analysis of Apollo Hospitals
It defines the relations, promises and marketing efforts between the three key stakeholders in services marketing - companies, providers (employees), and customers. Internal marketing is done between company and providers, external marketing is performed between companies and customers, and interactive marketing takes place between customers and providers.Marketing service triangle plays a very important role in service industries.
Hospital marketing -Multi specilality hospital By Dr Kavita Soni Dr.Kavita Soni
Hospital Marketing has been viewed from a different perspective these days.It has become a major tool for business development in health care sector.The only challenge to incorporate and customize the core marketing concept to go well with hospital setting
THIS PRESENTATION TALKS ABOUT THE KEY ELEMENTS REQUIRED FOR A HOSPITAL MARKETING PLAN. THIS CAN BE USED AS A REFERENCE FOR OTHER SERVICE MARKETING INDUSRTIES.
THANKS
REYAZ K SIDDIQUI
This Power Point Presentation is about the health care industry its opportunities in growing market and the company profile and swot analysis of Apollo Hospitals
New Ways to Improve the Patient Experience: Because it Begins Before the Fron...TraceByTWSG
This presentation will review strategic initiatives for revenue cycle leaders to further engage patients in their care experience – beginning before they enter the hospital’s front door. The session will present key strategies and related outcomes in patient satisfaction, staff performance, reimbursement and upfront patient collections.
• Ensure meaningful upfront encounters with Patient Access – at each and every encounter.
• Hardwire measurable standards throughout Patient Access teams.
• Reduce process time and eliminate duplication for quicker patient turnaround.
• Ensure consistent practices across hospital entities and among associates.
• Avoid financial harm through automated documentation.
• Protect staff through documentation integrity.
• Increase visibility of – and access to – critical patient touch points across the organization.
Leading the development of Texas Health’s Patient Access infrastructure, Patti Consolver and Scott Phillips oversee the centralized patient access intake center and the patient access departments for the system’s 13 wholly-owned hospitals.
Bookends of the Patient Experience: Improvement Strategies from Admission to ...TraceByTWSG
Yvonne Chase has a strategy. She shows how hospitals can prepare for the paradigm shift of value-based purchasing. She has the exact revenue cycle tools and processes used to streamline patient access, coordinate patient care and conduct patient follow-up post discharge – all while monitoring patient interactions to ensure clear and accurate communication from the first point of contact to the last.
Bookends of the Patient Experience: Improvement Strategies from Admission to ...TraceByTWSG
In this webinar, Yvonne Chase of Mayo Clinic shares strategies to improve patient experience across the continuum of care - from pre-service to post-servcie activities. This presentation shares tools and processes used to streamline patient access, coordinate patient care and conduct patient follow-up post discharge - all while monitoring patient interactions to ensure clear and accurate communication from the first point of contact to the last.
Kings Road Medical Centre rated Outstanding by Care Quality Commissionatmedics
AT Medics is a leading provider of Primary Healthcare services in London and recently achieved an “Outstanding” Care Quality Commission (CQC) rating for Kings Road Medical Centre, making it one of only seven practices in London to achieve this distinguished accolade under the CQCs new inspection approach. Nationally, just 84 practices have been rated as “Outstanding”.
How to Achieve a PCMH Certification - Small Practice - Practice-centered medi...Donte Murphy
This is a PowerPoint presentation from Dr. Khan, Medical Director, MedPeds Medical Clinic. He has a small practice and is a certified PCMH. In this presentation he shares his strategy that led to his success. This is a powerful presentation for practices of all sizes, whether large or small. For more information, feel free to email us at: marketing@amazingcharts.com.
Patient’s experience, improve the quality health3zsaddique
Putting patients first requires more than world-class clinical care – it requires care that addresses every aspect of a patient’s encounter with Hospital, including the patient’s physical comfort, as well as their educational, emotional, and spiritual needs. A team of professionals should serves as an advisory resource for critical initiatives across the Hospital health system. In addition, it should provide resources and data analytics; identify, support, and publish sustainable best practices; and collaborate with a variety of departments to ensure the consistent delivery of patient-centered care.
How can you extend current uses of Lean Six Sigma beyond process but to incorporate empathy building? Join Jill Secord, RN, MBA, who will explore effective integration of proven approaches to accelerate quality and efficient health care services.
Presentation elaborates on how D.S Group can cross national boundaries and take their name in International Market by taking their Pulse Candy in Thai market.
The Concept of Corporate Entrepreneurship - IntrapreneurshipGaurav Singh Bisen
Presentation on Corporate Entrepreneurship, its strategies. Intrapreneurship & Leaders of such culture in market. Case Study of Google and its successful products and innovations.
Industrial Marketing Environment- A case study studying various environment (external and internal) affecting company's strategies to target their customers in B2B environment.
A presentation on MTNL's distinctive competitive advantage. The presentation also focuses on various aspects mergers, joint ventures and SBU's of MTNL all across globe
As the call for for skilled experts continues to develop, investing in quality education and education from a reputable https://www.safalta.com/online-digital-marketing/best-digital-marketing-institute-in-noida Digital advertising institute in Noida can lead to a a success career on this eve
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
SMM Cheap - No. 1 SMM panel in the worldsmmpanel567
Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
For too many years marketing and sales have operated in silos...while in some forward thinking companies, the two organizations work together to drive new opportunity development and revenue. This session will explore the lessons learned in that beautiful dance that can occur when marketing and sales work together...to drive new opportunity development, account expansion and customer satisfaction.
No, this is not a conversation about MQLs and SQLs. Instead we will focus on a framework that allows the two organizations to drive company success together.
Unleash the power of UK SEO with Brand Highlighters! Our guide delves into the unique search landscape of Britain, equipping you with targeted strategies to dominate UK search engine results. Discover local SEO tactics, keyword magic for UK audiences, and mobile optimization secrets. Get your website seen by the right people and propel your brand to the top of UK searches.
To learn more: https://brandhighlighters.co.uk/blog/top-seo-agencies-uk/
In the digital age, businesses are inundated with tools promising to streamline operations, enhance creativity, and boost productivity. Yet, the true key to digital transformation lies not in the accumulation of tools but in strategically integrating the right AI solutions to revolutionize workflows. Join Jordache, an experienced entrepreneur, tech strategist and AI consultant, as he explores essential AI tools across three critical categories—Ideation, Creation, and Operations—that can reshape the way your business creates, operates, and scales.This talk will guide you through the practicalities of selecting and effectively using AI tools that go beyond the basics of today’s popular tools like ChatGPT, Claude, Gemini, Midjourney, or Dall-E. For each category of tools, Jordache will address three crucial questions: What is each tool? Why is each one valuable to you as a business leader? How can you start using it in your workflow? This approach will not only clarify the role of these tools but also highlight their strategic value, making it perfect for business leaders ready to make informed decisions about integrating AI into their workflows.
Key Takeaways:
>> Strategic Selection and Integration: Understand how to select AI tools that align with your business goals and how to conceptually integrate them into your workflows to enhance efficiency and innovation.
>> Understanding AI Tool Categories: Gain a deeper understanding of how AI tools can be leveraged in the areas of ideation, creation, and operation—transforming each aspect of your business.
>> Practical Starting Points: Learn how you can start using these tools in your business with practical tips on initial steps and integration ideas.
>> Future-Proofing Your Business: Discover how staying informed about and utilizing the latest AI tools and strategies can keep your business competitive in a rapidly evolving digital landscape.
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
The What, Why & How of 3D and AR in Digital CommercePushON Ltd
Vladimir Mulhem has over 20 years of experience in commercialising cutting edge creative technology across construction, marketing and retail.
Previously the founder and Tech and Innovation Director of Creative Content Works working with the likes of Next, John Lewis and JD Sport, he now helps retailers, brands and agencies solve challenges of applying the emerging technologies 3D, AR, VR and Gen AI to real-world problems.
In this webinar, Vladimir will be covering the following topics:
Applications of 3D and AR in Digital Commerce,
Benefits of 3D and AR,
Tools to create, manage and publish 3D and AR in Digital Commerce.
Short video marketing has sweeped the nation and is the fastest way to build an online brand on social media in 2024. In this session you will learn:- What is short video marketing- Which platforms work best for your business- Content strategies that are on brand for your business- How to sell organically without paying for ads.
5 big bets to drive growth in 2024 without one additional marketing dollar AND how to adapt to the biggest shifting eCommerce trend- AI.
1) Romance Your Customers - Retention
2) ‘Alternative’ Lead Gen - Advocacy
3) The Beautiful Basics - Conversion Rate Optimization
4) Land that Bottom Line - Profitability
5) Roll the Dice - New Business Models
Is AI-Generated Content the Future of Content Creation?Cut-the-SaaS
Discover the transformative power of AI in content creation with our presentation, "Is AI-Generated Content the Future of Content Creation?" by Puran Parsani, CEO & Editor of Cut-The-SaaS. Learn how AI-generated content is revolutionizing marketing, publishing, education, healthcare, and finance by offering unprecedented efficiency, creativity, and scalability.
Understanding
AI-Generated Content:
AI-generated content includes text, images, videos, and audio produced by AI without direct human involvement. This technology leverages large datasets to create contextually relevant and coherent material, streamlining content production.
Key Benefits:
Content Creation: Rapidly generate high-quality content for blogs, articles, and social media.
Brainstorming: AI simulates conversations to inspire creative ideas.
Research Assistance: Efficiently summarize and research information.
Market Insights:
The content marketing industry is projected to grow to $17.6 billion by 2032, with AI-generated content expected to dominate over 55% of the market.
Case Study: CNET’s AI Content Controversy:
CNET’s use of AI for news articles led to public scrutiny due to factual inaccuracies, highlighting the need for transparency and human oversight.
Benefits Across Industries:
Marketing: Personalize content at scale and optimize engagement with predictive analytics.
Publishing: Automate content creation for faster publication cycles.
Education: Efficiently generate educational materials.
Healthcare: Create accurate content for patients and professionals.
Finance: Produce timely financial content for decision-making.
Challenges and Ethical Considerations:
Transparency: Disclose AI use to maintain trust.
Bias: Address potential AI biases with diverse datasets.
SEO: Ensure AI content meets SEO standards.
Quality: Maintain high standards to prevent misinformation.
Conclusion:
AI-generated content offers significant benefits in efficiency, personalization, and scalability. However, ethical considerations and quality assurance are crucial for responsible use. Explore the future of content creation with us and see how AI is transforming various industries.
Connect with Us:
Follow Cut-The-SaaS on LinkedIn, Instagram, YouTube, Twitter, and Medium. Visit cut-the-saas.com for more insights and resources.
The Secret to Engaging Modern Consumers: Journey Mapping and Personalization
In today's digital landscape, understanding the customer's journey and delivering personalized experiences are paramount. This masterclass delves into the art of consumer journey mapping, a powerful technique that visualizes the entire customer experience across touchpoints. Attendees will learn how to create detailed journey maps, identify pain points, and uncover opportunities for optimization. The presentation also explores personalization strategies that leverage data and technology to tailor content, products, and experiences to individual customers. From real-time personalization to predictive analytics, attendees will gain insights into cutting-edge approaches that drive engagement and loyalty.
Key Takeaways:
Current consumer landscape; Steps to mapping an effective consumer journey; Understanding the value of personalization; Integrating mapping and personalization for success; Brands that are getting It right!; Best Practices; Future Trends
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
The New Era Of SEO - How AI Has Changed SEO Forever - Danny Leibrandt
Service Marketing in Healthcare Sector- Case Study of HBR
1. A case of
by James I. Merlino and Ananth Raman 2013
-Issued in Harward Business Review
Health Care’s Service Fanatics
Gaurav Singh Bisen
MBA-Tech Program - Marketing
NMIMS University
3. Expanding in London & Abu Dhabi
About Cleveland Clinic
Cleveland Clinic is a multi-specialty academic hospital
Started in the year 1921
Amongst top 5 Hospitals in US
4. Service Marketing Triangle
Internal Marketing
Interactive Marketing
External Marketing
Company/Management
(Cleveland Clinic)
“enabling the promise”
“delivering the promise”
“setting the promise”
Employees/Providers
(Doctors, Nurses etc.)
Customers
(Patients)
5. Cleveland: Internal Marketing
• Introducing “Cleveland Clinic Experience” in 2010.
• Publicizing the details of the CMS Survey to all
employees.
• Creating a “Best Practices” department.
• Launching of “Caregiver Celebration’.
• Removing financial incentive for doctors.
6. • A television and radio advertising campaign, “Today”.
• The ‘Patients come first’ initiative.
• Printed materials and an interactive online video for
incoming patients.
• Building an effective mix of Paid, Owned and Earned
media
Cleveland: External Marketing
7. • Complimentary services –Home far away from home (International
Patients)
• Patients enjoy one-stop coordinated care.
• CMS Satisfaction surveys to understand the needs of customers.
• Launching of the HEART Program
• Nurses to ask five questions every hour and nurse managers to hold spot
audits.
Cleveland: Interactive Marketing
9. Reliability: Delivering on promise
• Reputed for medical excellence and
holding down costs.
• Best physicians across the hospitals.
• Single department that addresses
issue related to an organ
Overall Reliability & Satisfaction
2008 2009 2010 2011 2012
929089
80
55
RATER- Reliability
ZONE OF TOLERANCE LOW
10. Assurance: Inspiring trust and confidence
• CMS rating - 8%.
• Top 5 for overall quality of care &
heart program.
• Doctors knew patient credentials &
provided effective communication.
• Appropriate communication and
better body language.
Doctors Commitment &
Communication.
2008 2009 2010 2011 2012
63
49
29
18
14
RATER- Assurance
ZONE OF TOLERANCE LOW
11. Tangibles: Representing the service
physically
• Cleaner rooms
• Quieter environment at night.
• Greeters at the door, redesigning its
gowns, improved food services.
• Printed material and interactive
online video describing the hospital
environment.
Room Cleanliness
2008 2009 2010 2011 2012
71
64
47
20
4
RATER- Tangibles
ZONE OF TOLERANCE RELATIVELY HIGH
12. Empathy: Treating customers as
individuals
• Practicing as a caregiver
• Ask questions related to their
needs, pain etc.
• Training to operators to respond
politely on phone.
Pain Management
2008 2009 2010 2011 2012
6164
50
24
10
RATER- Empathy
ZONE OF TOLERANCE LOW
13. Responsiveness: Being willing to help
• Hourly rounds from nurses and doctors.
• Dedicated helpline to book
appointments.
• Efficiently addressing the patient and
family via proper communication.
• Communicating the reasons for them
being disturbed at night.
• Training the personnel's in accordance
to concerns of the patients.
Staff Responsiveness
2008 2009 2010 2011 2012
4039
30
15
4
RATER- Responsiveness
ZONE OF TOLERANCE LOW
15. Cleveland: Service Gap Model
Expected Service
Perceived Service
Service Delivery
Customer Driven
Service Design &
Standards
Management
Perception of
Consumer
Expectations
Ext. Communication to
Customers
Customer
Provider
GAP-1
GAP-2
GAP-3
GAP-4
GAP-5
WOM
Personal Needs
Past Experience
16. GAP IS CLOSED
Gap 1: Not knowing what customer
wants.
• Patients wanted better communication and minute
to minute updates.
• They wanted “Caregivers” to communicate and
interact happily to feel better and safe.
• Hourly rounding on Patients
• Get together sessions for all caregivers at Cleveland.
• Imbibing serve with smile culture
17. GAP IS CLOSED
Gap 2: Not having Right Service Quality
Design & Standards.
• Difficulty in accessing
• Employees unawareness about CMS
• Single phone number & Same day booking facility.
• Publicise the detailed results of the CMS survey.
18. GAP IS CLOSED
Gap 3: Service Quality Specification &
Service Delivery
• Nurses unaware about patients care plans.
• Inefficient Discharge procedure.
• Processes running behind schedule.
• Patientes uninformed about procedure
postponement
• Weekly Huddles of Floor Leaders
• Increasing team cohesion
• Spot Audits by Managers
19. GAP IS CLOSED
Gap 4: Service Delivery & External
Communication
Not adequately educating customers about the
services and accessibility.
Television and Radio Advertising of “Today” Campaign
Printed material & interactive online video
26. Red Carpet
Treatment &
Apology
Provide help to
the possible
extent and
apologize
Apologise and
Fix/Replace
Apologize and
extend sympathy
Cause of failure
Organisation Patient
Severity of failure
Relatively severe
Relatively mild
Service Recovery Strategy
28. Service Wish Mode-Healthcare Sector
Wish it could have been
possible to experience/view the
service/treatment we will get while
visiting a particular doctor/clinic/
hospital.
31. Enhancing Healthcare Services- Practo
For Doctors/Clinics- B2B
• Register
via tab
• Collecting
Feedback
• Go Green
• Take Offline
• 1st Tab
Free
• 24*7
Reach
• Simplified
Billing
• E-Medical
Reports
• Seasonal
Greetings
• Enhancing
Visibility
• Reach for
patients.
• Featured &
Suggestion
• 24*7 Chat
Facility
• Free
Consultancy
• Suggestions
• FAQ’s
32. Service Blueprint
Physical
Evidence
Customer Actions
On-stage
employee contact
Backstage
Employee
Customer
Support
Prato Website/
App
Report/ SMS/
Emails
Invoice/ Clinic
Photos.
Identification of
problem/
disease
Searching
Doctor, Review
& Suggestion
Book
Appointment
Download App/
Visit Website
Visit The
Doctor/Clinic
Practo
representative
to Schedule
Appointment
Appointment
24*7 facility
Doctor
Availability
Online/Offline
Relevant
medicines &
equipments
Database
Storage &
Cloud Access
ERP Systems
Line of Interaction
Line of Visibility
Line of Internal
Interaction
Feedback
Check Slot
Availability with
Doctor
Treatment by
Doctor
Medicine
Prescription
CRM Software
ex: Freshdesk