Five reasons your brand isn’t working any more – and what to do about it.

Like everything in life, business is about relationships, and branding does a lot of the talking for you to your customers. Your brand communicates your values to your customers – are you trying to sell fun, quality, reliability, familiarity, innovation, or something else? Does your brand say that? If your branding isn’t communicating what you want it to, it’s time to think about rebranding. A rebrand isn’t a decision to take lightly – but it can make all the difference for a company, and take it to new levels.

Some reasons an organization might need to rebrand are:

A bad reputation – less than stellar customer service relationships may have tarnished your image. You’re ready to start over – with a new identity that’s more focused on your customers.

Name change, or a merger/acquisition – New blood in the family or a new direction prompts a conversation.  Who are we? What do we do differently? How can we explain how the new organization is for the customer’s benefit?

Your brand no longer describes what you do – Along the way, your organization may have found a way to specialize or found new avenues of business. A rebrand helps solidify your place of relevance in today’s market.

Confusing – what is it you do again? If the customer has to ask this, they’ll probably use your competition instead.

You look like a competitor – You gotta stand out from the crowd.

Take rebranding as an opportunity to solidify colors, taglines, logos, and your look and feel to create a professional package that can be maintained across mediums. A brand isn’t just about the logos – it needs to be about your brand’s promise to customers too. A solid brand is a launch pad to fulfilling your customer’s expectations of you.

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A few of our clients have had different reasons for rebranding. For Campbell County Health, located in Gillette, Wyoming, they needed to figure out a name that showed that they were a health system, not just a hospital. With clinics, a hospital, and a variety of specialties and facilities, they needed a name and brand that encompassed the whole organization. By rebranding to Campbell County Health, they were able to designate themselves as a health system, not only a hospital. For their patients, Campbell County Health is now a more comprehensive health system that can provide excellent care for a variety of needs.

 

Another client, Prowers Medical Center, had had the same logo for almost 20 years. They had an outdated logo that didn’t speak to their real expertise. As one of the Top 100 Rural and Community Hospitals in the nation, Prowers Medical Center needed to look like it and present a united front.  With a new brand, Prowers Medical Center extends the promise to their patients that they are contemporary and patient-centered. Branding & Strat_1

So – what kind of message are you trying to communicate to your customers, and is your brand doing that? If not – reach out to us. We’re great at helping you define your brand message. And from logos to materials, we’ll get you there.

Kirsten Queen, Project Manager at Jet Marketing

Among friends, family, and at the office, Kirsten is known as the cat lady – she’s starting to think it’s time for a personal rebrand! 

😹

 


The “always” in customer satisfaction

Being from Northern Colorado, I love the Human Bean coffee shop. Here’s why:

  • Their coffee drinks are consistently good
  • The staff is always friendly
  • They have drive-up service
  • I get a chocolate covered espresso bean on top, every time
  • They back up this goodness by donating generously to community causes

My Human Bean visits are a consistently positive experience. As marketers, we know that brand consistency builds brand loyalty. I’d add that brand sincerity does, too.

What do I mean by brand sincerity? They walk their talk. They don’t promise one thing and do another. They don’t fake a smile when they hand you your coffee to hide the stress they feel when cars are piling up behind you. They don’t give to various local causes simply to boost their marketing efforts. They don’t forget to make you feel special by placing that bonus bean on top.

Brand sincerity is a tricky thing, because you have to leave a positive impression every time you touch a customer, from the front door to the final transaction. The 17586583_1659281251047525_2502153972765163520_noutcome—that great cup of coffee—is most important, but customers decide who you are every step of the way. If you hit the mark each time, they’re yours to keep.

If you are in healthcare like many of our clients at Jet Marketing, you know consistency can be hard to achieve when a patient experiences 10 to 20 interactions in just one visit. Consider how many chances you have to be less than perfect: A patient sets an appointment, walks through the door, is greeted, sees a nurse or medical technician, sees a doctor, gets lab tests or imaging scans, gets a treatment plan, receives care instructions, checks out, receives a follow up call with results…and that’s all from one doctor visit. Imagine a hospital stay.

One grumpy interaction with staff or missed step along the way can result in a “usually” rather than an “always” on the HCAHPS patient satisfaction survey where healthcare customers rank their satisfaction on a scale of never, sometimes, usually and always. The only answer that generates full federal reimbursement from Medicaid and Medicare for hospitals and clinics is “always,” the most desired box to check on the survey—hence, hospitals thrive or nosedive by their Top Box results.

How can a hospital that has dozens of outlying clinics and a long list of services deliver top care consistently? How can they maintain brand sincerity when so many fingers are in the patient pie? Here are some ideas:

  1. Choose a motto and give it meaning with action.
    For example, our client Campbell County Health in Gillette, Wyoming chose “Excellence Every Day” which they’ve integrated into their daily team huddles and process improvement efforts.
    Provide scripting for front-end staff, technicians and nurses.
  2. Regardless of what facility your patients call, they get the same greeting and warm response. Some of our hospitals have employed the acronym AIDIT, which stands for Acknowledge (by looking in their eyes, calling them by name), Introduce (say your name and what you will be doing for them), Duration (if there is a wait, tell them how long), Explanation (explain the procedure) and Thank you (for choosing us, for calling).
  3. Enlist volunteers to greet your patients at the front door and offer to walk them to their destination.
    Our client Montrose Memorial Hospital did this with excellence on our first visit—complete with a charming older gentlemen who linked arms with us and walked us to the marketing director’s door.Always Blog graphic
  4. Educate patients they will be receiving a patient satisfaction survey and ask them to fill it out.
    While you can’t ask patients to respond with an “always,” you can let them know you want to hear their feedback, and that it helps you improve and makes a difference with federal funding. With that said, don’t let the HCAHPs survey be the end-all goal. Patients are savvy. They recognize when staff are insincerely nice just to get good scores. At the end of the day, an “always” is achieved by consistent, genuine and positive experiences that create loyal customers who are convinced you are great and expect nothing less. In other words, they trust you to deliver that delicious bean on top.

 

3Lynn Nichols, Copywriter, Publication Specialist

Around the office, our copywriter has earned the facetious nickname of “Dr. Lynn” for her off-the-cuff diagnoses of team ailments from her years of healthcare writing.