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.


The Unboxing Experience

Even if we don’t admit it, some of the same things that we were excited about as kids still give us the same feelings as adults. Online retailers finally figured this out and as marketers, we can tap into the same ideas and principals.

BirchboxIt’s the excitement and anticipation of opening a gift – even if we already know what’s inside. A curated and thoughtful un-boxing experience makes the consumer feel special and it increases the perceived value of their purchase. More and more companies are upping their game by shipping orders in colored or patterned boxes, carefully wrapping the items in fancy tissue paper or placing them in cloth bags, enclosing a personalized note or putting your receipt in a nice envelope. When you receive a package like this, you are excited to open it for more reasons than just the item inside.

We can apply this theme to many other aspects of marketing a business – even if the company does not offer something tangible. It’s the attention to detail and the element of surprise that can make the customer (or potential customer) feel special and elevate your brand.

Add a surprise to your next promotion to make your audience excited to dive in. This could add cost to your campaign, but if it draws attention and conversation, it is well worth it.

Business Card Example from Moo
Business Card Example from Moo

The possibilities are endless, but here are some examples to get the wheels turning: 

  • Design a direct mail piece with a unique shape or even put it in a padded envelope with a clever item that aligns with a campaign. Anthropologie’s birthday mailings are great inspiration.
  • Everyone loves a giveaway, and promotional items are a great way to boost brand awareness. Consider taking it to the next level by packaging it or surprising your audience with something unconventional. Jet Marketing recently branched
    Anthropologie
    Example of Anthropologie’s Birthday Mailing

    out with miniature chairs as part of a school health center campaign to keep students out of the nurse’s office and in their chairs.

  • Add foil or print your business card on a heavy or unique paper. Use an interesting pattern or quote on the reverse side of the card to invoke emotion.
  • Present a proposal or bid in a pocket folder or bind it in a unique way to make it memorable.

Keep it unexpected, interest the audience, and don’t forget your end goal. In an increasingly impersonal world, this mindset will add personal elements to your product or service. A plain brown box just doesn’t cut it anymore.

 

Katie O’Hara, Project Manager

Katie loves the challenge of finding ways to help clients stand out in a crowded world. She believes that finding inspiration in unlikely places is the key to great ideas.