I recently wrote a blog entitled “In Five Years, Who Is Going to Be Your Customer?” and got great feedback on the topic. Future customers, however, are not so far away that you cannot find them today. I thought I would follow up and tell you what we are seeing out in the marketplace among our customers that might apply to you to help you find your future customers.
Last week, I posted Part I of this article, noting how challenging hospital call centers can be for patients and how the entire patient experience can often be framed by his or her first contact with a hospital. In some cases, that experience is so frustrating that patients decide to go somewhere else for care.
For years I’ve worked with hospitals on healthcare innovation, particularly on how to improve patient satisfaction. And no matter the size of the institution, I’ve consistently advised leadership that the first stop in the patient’s journey — the call center — can set the tone for the rest of the experience.
I've worked in the healthcare arena for the past two decades and one of the pervasive problems affecting hospitals, primary care physicians and the rest of the healthcare industry can be summarized in one question: How do we encourage more men to play an active role in their health?
We are pleased to feature the following blog by our Guest Blogger Cheryl McMillan, a Vistage Master Chair who specializes in helping business leaders change. We thought you would find it of particular interest because its message is perfectly in sync with what Simon Associates is all about: helping companies and their leadership change and adapt to today's shifting business environment.
Using Blue Ocean Strategy®, Innovation Games®, the OCAI culture assessment tool and a variety of workshops and presentations, we apply our anthropological approach to companies who want or need to change, to great results. (Read our Stories2Share.) Similarly, Cheryl writes about helping business leaders change using The Enneagram. Enjoy!
I believe that the health of any company is directly related to the health of its leadership. Therefore, my primary strategy as a Vistage Chair is to help my members learn and grow so that they can become better leaders.
The Enneagram: An effective business tool for transforming relationships and enabling personal growth
When I became a Vistage Chair, I wanted to supplement my business background with a certification in a personality or behavioral assessment system. I looked at the most well-known ones, such as Myers-Briggs and DISC. None gave me insight into the motivation that drives an individual’s behavior. After researching “The Enneagram,” I found it was a great fit and, in 2009, I became a Certified Teacher.
Anais Nin said, “We don’t see things as they are, we see them as we are.”
This is a great summary of The Enneagram, which is one of the world’s oldest known personality systems. It recognizes and describes nine distinct and fundamentally different viewpoints, called “Type” in Enneagram lingo. Each Type has a distinct pattern of thinking, feeling and acting.
The power of The Enneagram comes from:
1) identifying the core motivation or belief about what each of us need in life to survive and be happy, and
2) identifying the perceptual filters that shape our perception of the world.
Once we discover our own filters and triggers, we can make new choices based on self-awareness
Each Enneagram type also has a blind spot, which is one focus of our self-development efforts. Studying The Enneagram also helps us to understand and have empathy for others.
To learn more, please check out the following books and websites:
The Enneagram: Understanding Yourself and the Others In Your Life, by Helen Palmer
www.enneagram.com: A portal into the accumulated wisdom collected by Helen Palmer who has been working with The Enneagram system over thirty years. Unique to Helen’s understanding is the integration of psychology and spirituality from the perspective of the Inner Observer, also known as “witnessing consciousness."
www.enneagramworldwide.com: The website of The Enneagram Studies in the Narrative Tradition Professional Training Program, which contains more detail about the individual Types. Helen Palmer and Dr. David Daniels, world-renowned authors and Enneagram teachers, founded the training program in 1988 to certify individuals.
TheEnneagramInBusiness.com: The website of Ginger Lapid-Bogda, providing specific information for using The Enneagram in business.
Marketers should work to become much more attractive to potential customers searching for their goods and services online, advises Andrea Simon, Ph.D., corporate anthropologist and President/Founder of Simon Associates Management Associates (SAMC) in her article, "Maximize Your Inbound Marketing Now," recently featured in PeerSphere Magazine (page 28).
Whether you are involved with the launch and growth of an urgent care center (UCC) or lead another type of healthcare organization, you should be asking yourself the branding question, "Why you?" states Andrea Simon, Ph.D., Founder/CEO of Simon Associates Management Consultants (SAMC), in her May 7, 2015 FierceHealthcare article, “Are Urgent Care Centers Brands Or Commodities?”
Businesspeople tend to believe that innovation requires expensive technological development. Sometimes releasing a technology masterpiece works — Google comes to mind — but oftentimes the focus on technology, rather than consumer need, leads to an expensive flop, like the Segway.
Stericycle Communication Solutions (SCS) Joins Simon Associates Management Consultants (SAMC) for the Latest "Trends from the Trenches" Webinar
NEW YORK, NY – May 7, 2015: Reducing the cost of care is a primary focus for most U.S. healthcare organizations today. But concentrating all efforts on cost cutting isn’t the best approach. Healthcare leaders also need to concentrate on the other side of the equation – generating revenue. Join the next Healthcare Innovation: Trends from the Trenches webinar, on May 15, at noon, EDT, and learn how creating extra revenue can be – and should be – an important factor even when cost cutting is a primary objective. Register here for: “Proven Ways To Increase Revenue While Reducing Costs.”