“On The Brink” Press Release (7/5/2016) - Andi Simon’s new book launches today! We are pleased to announce that Dr. Andi Simon’s new book, “On the Brink” was released today at major retailers today. NEW YORK, NY – JULY 5, 2016 – Innovation has become such a ubiquitous value, it’s in danger of becoming
Why Is Growing Harder Than Shrinking (6/3/2016) - At several of our recent workshops, we have heard a groan coming from CEOs and particularly their executives, about how much harder it is to grow than it was to fire people and shrink expenses. But why is growing harder than shrinking? The times, they are a-changin’,
Big Data and Storytelling – The Necessary Duo In Healthcare (10/22/2015) - On Oct. 10 at the Society for Healthcare Strategy and Market Development (SHSMD) conference in the District of Columbia, I presented a workshop with Mark Clark, Healthgrades vice president of strategic development, called: “Your Data Wants To Talk–How Can You Hear It?” Impressively, the entire conference was
How Are Urgent Care Centers Changing the Doctor-Patient Relationship (8/20/2015) - As corporate anthropologists and culture change consultants, we’re immersed in research on the growing appeal of urgent care centers (UCCs) and what they can teach us about the changing healthcare landscape. While it’s too early to make final conclusions based on our current sample of UCC patients
How to Fix Hospital Call Centers to Improve the Patient Experience, Boost Revenue (8/15/2015) - I’ve worked with hospitals to improve patient satisfaction rates for years and we’ve seen that the first stop in the patient’s journey – the call center – can set the tone for the rest of the experience. If it’s positive, it can engender comfort among patients that’s
Are Urgent Care Centers Brands or Commodities (5/7/2015) - As I observe the extraordinary growth of urgent care centers (UCCs), I am seeing some important changes taking place, both in the customer experience and in the range of services offered. These changes are raising important questions for leaders of UCCs, namely, “Are we just ‘another outlet’
What Hospital Leaders Should Know About Urgent Care Centers (3/26/2015) - I have been working with a hospital’s urgent care centers to address the emerging issue of how to create experiences that are differentiating and of value to their customers. Not patients–customers. Already, there are 26 urgent care centers in the urban-suburban area this hospital serves, with lots
2015’s Top Business Trends From The Trenches (3/3/2015) - Meeting over 1,000 CEOs at 50 workshops in 2014 has provided us with a unique view of recent business challenges and what’s expected in 2015. Here’s our annual rundown of key trends from the trenches. Read More Here
What Are Healthcare Marketers Doing To Capture And Delight Customers (2/4/2015) - In research conducted by the Deloitte Center for Health Solutions (discussed in my second blog), market segments were identified that were the most likely to search for healthcare information online. These segments were named “out and about” (those who seek out and use alternative, non-Western medicine, often
How To Grow And Change, While Retaining What’s Best (1/22/2015) - Several questions that reflect a common theme have come up repeatedly in recent workshops — namely, how do you sustain your organization and yet respond to changing times? It’s not easy. Yes, a legacy business and all of the success it represents must be protected, but it


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