Award-Winning Branding Blog
Hospital Branding
Springboard Brand & Creative Strategy is pleased to present to you our award-winning blog on hospital branding. As an innovative branding and communications firm with clients ranging from leading health systems to medical associations, we are constantly thinking and writing about many of the latest trends and forces impacting healthcare organizations.
Follow our hospital branding blog and learn from the lessons of others in the areas of social media, brand building, advertising, integrated marketing, and strategic thinking.
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In Healthcare Marketing, Simpler is Better
Healthcare is not simple. For consumers, it’s difficult to navigate the waters of patient care, referrals, and insurance costs/reimbursements. For physicians, balancing patient care with enterprise-wide business and growth goals is challenging. And for employees of larger health systems, there is confusion as to other providers in the organization and how/when to make appropriate referrals. These issues, along with many others, make healthcare one complex industry. And healthcare brands have become just as complicated. That’s why healthcare marketing needs to be made simple. After all, the simple definition of marketing is “meeting customer needs”. Making a complex buying cycle and multi-layered organizational structure easier to understand are right in line with the basic tenants of marketing. Why simpler is better for consumers Healthcare marketers face a ‘double whammy’ when trying to reach and motivate consumers. First, studies show that the average consumer is exposed to 5,000 – 7,500 brand messages and marketing content a day (depending on which study you read). And with more and more channels being developed to reach consumers, that number is growing dramatically on a daily basis. The School of Human Sciences and Technology estimates that consumers switch between screens up to 21 times an hour and the average person’s attention span is now just eight seconds. Eight seconds! Not only do healthcare messages need to gain consumer attention, they also need to communicate a story, capture their interest, and cause an action, all in less time than a ten second commercial. This leads to the second whammy; healthcare marketing and messaging has traditionally not been that simple, or made that interesting. It’s often... read more
8 Bad Habits to Avoid in Healthcare Marketing
As the new year kicks in, there are all sorts of tips and habits to break in order to help improve your personal and professional success. For those in healthcare marketing, here are eight bad habits that need to be broken to help fix your strategies and outcomes. Focusing on marketing and not business building Marketing in many healthcare organizations still lands on the promotional side of the equation. Successful marketers are those who understand the growth goals of their organization and develop strategies, beyond campaigns and clicks, to generate revenue and support new customer acquisition. Developing the wrong dashboards You know you’re too focused on the promotional side of things when your marketing “dashboard” consists of primarily digital terms that leave the C-Suite in the dust. When you include business metrics, too, your dashboard will truly provide a snapshot of your organization’s marketing success in terms of share-of-wallet, customer acquisition, profit margin, and conversion rates. These will be sure to get the attention of your CEO and put your department and initiatives in a new light. Using market research to learn all about yourself Most market research studies ask a lot of questions about the brand, not about the customer. Other than demographics at the end, very few ask consumers, for example, about their interests and passions, what’s important to them, and the issues they’re most interested in. Look at your customer research from their POV and you’ll gain great insights on how to make your marketing strategies much more relevant and engaging. Not having a clearly defined brand position It’s head scratching and nail biting to develop... read more
Healthcare Branding: 8 Ideas for Managing the “8 Second Rule” for Healthcare Brands
When it comes to reaching and motivating consumers, healthcare marketers face a double “whammy.” First, studies show that the average person is exposed to 7,500 brand messages and marketing content every day. The School of Human Sciences and Technology estimates that people switch between screens up to 21 times an hour. As a result of this overload, the average person’s attention span is eight seconds! What makes this even more complicated for healthcare marketers is the second whammy; making healthcare messaging engaging, simple, digestible, and differentiating in less time than it takes to say “multi-disciplinary, comprehensive, continuum of care.” As healthcare systems continue to grow adding new capabilities, physician practices, and other services, messaging becomes more complex – all the while consumers are giving them less time. Here are 8 ideas on how you can manage the “8 Second Rule” for healthcare brands A long-time colleague, copywriter and tagline maestro friend of mine, Jim Morris, developed a great tagline for taglines, “Long story, short.” I’ve always loved the power and simplicity of this idea. A tagline becomes a part of the brand’s lore and legacy. Healthcare brands still sound unimaginably similar. And the development of a unique, crafty tagline is one way to stand out and live on after your eight seconds are up. So much more to say on this, but I’ll keep it short. Consistency of messaging from one medium to next, one screen to the next, is also another important idea. Too many brands have too many different “faces” from one screen to the next. Knowing your time is limited, should limit this practice. Become a... read more
Healthcare Marketers: Lessons from the Shark Tank
I had the pleasure to present at the SHSMD Connections conference in Seattle a few weeks ago. My co-presenter, and fellow disruptor, Paul Szablowski and I were thrilled to see a full house for our session. Healthcare marketers were eager to learn business lessons from the hit reality television show “Shark Tank.” Healthcare marketers are under constant scrutiny from their CEO’s to demonstrate value and Return on Marketing Investment (ROMI). Walking into a shark tank each time budgeting and annual planning rolls around is all too much a reality. Here’s a recap of our presentation. If it leaves you swimming with questions or additional thoughts, I look forward to hearing from you. The Waters are Murky for Healthcare Marketers Marketers in all industries are facing intense pressure to perform for their organization. Many studies suggest that there is definitely a realignment needed between the C-Suite and marketing department in terms of expectations, accountability, and responsibilities. Nearly three quarters of CEO’s want their marketing department to focus on growth goals and new customer acquisition. And the same percentage of healthcare marketers believe their jobs are not designed to let them achieve this for their organizations. Perhaps this is why the average tenure of a Chief Marketing Officer is only four years – the shortest length of any position in the C-Suite. Another reason is that healthcare marketers have focused too much on “marketing” and not enough on growth goals. So before walking into your “shark tank,” this mindset has to shift or you’ll be quick to sink in your organization. Lesson 1: Know your role Yes, you’re The Director of... read more
How Social Media Can Benefit Your Healthcare Marketing
Today, there are over 3 billion worldwide social media users. And almost 9 out of 10 companies in the United States are using social media for their marketing. Social media is no longer a place for friends and family to stay in touch or to connect with others. It’s where people can stay up-to-date with news and current events. Specifically, in the healthcare industry, social media marketing plays a large role. It can help providers engage with patients, connect with other healthcare providers and companies, and create awareness to the public of relevant and timely information in the industry. Engage with Patients via Social Media Marketing According to a recent study by Pew Research Center, 74% of internet users engage on social media. About 80% of those internet users specifically look for health-related information, and nearly half are searching for information about a specific doctor or health professional. Patients want the most reliable information possible when searching for information about their health. Because of a doctor’s knowledge and expertise, about 60% of users say they trust a doctor’s post over a company’s post. Connect with Other Healthcare Providers and Companies Social media connects doctors and physicians to other companies and keeps them up-to-date on the latest medical developments, technology, minimally invasive treatments and more. About 88% of physicians use social media to research pharmaceuticals, biotech and medical devices. Create Awareness to the Public About 32% of internet users post about their friends and family’s health experiences on social media. When it comes to health-decision making, people gravitate towards providers who have treated related or experienced similar situations. Patients care... read more
B2B Healthcare Brands Need a Heartbeat
Many years ago, when I was on the client side of B2B healthcare marketing fence, our messaging beat its chest. Mostly about how our product was bigger, better, faster, stronger and could make our customers more money. Years later, after time on the agency side of both B2B and B2C marketing, we’re seeing a massive shift in how B2B buyers at various levels need to be engaged. Sure, there’s a procurement officer that’s all about specs and cost. But we’re also assuming you’d like to move up the chain a bit. Consider this B2B value pyramid from a Bain & Company study earlier this year. This illustrates from the bottom of the pyramid to the tip top: The bottom of the pyramid – where many B2B marketers stop. This is where no one wants to be – it’s commodity-land. Living on specs and price will not keep you in business. Neither will simply addressing your buyer’s economic or performance needs with features and functions. As someone recently told us, don’t talk to me about the horsepower and the convertible top – tell me how cool I look driving that car… The middle of the pyramid – where sustainable and valuable relationships begin. Here, your messaging is centered around benefits that are important to the buyer. These benefits also enhance their subjective judgments about your product or service. Therefore, attributes like decreasing hassles and your expertise help you form this relationship. The top of the pyramid – deepen your relationship by engaging with a heartbeat message that speaks to personal and career related priorities. Your work here... read more
5 Great Marketing Strategies for Medical Practice Growth
The best healthcare marketing strategies, offline, online, traditional and new media all have to work together. They must reach, motivate, and engage healthcare consumers. In order reach and motivate your target audiences to choose you over another practice, your brand needs a “heartbeat.” A heartbeat creates an emotional statement about your organization. A promise to the marketplace that focuses on the benefits consumers will gain by becoming a patient of your practice. Whether yours is a large medical practice or small physician office, it’s important to ask yourself the following on a regular basis: Do your marketing strategies deliver on your customers’ expectations? Is your brand’s messaging delivering on that strategy? Is your creative really breaking through? What’s the competition up to? Working to develop your brand’s heartbeat, and marketing strategies to address all of these things is crucial to creating a creative and compelling message that will engage your specific target audiences. The next goal of your brand should be to meet your key audiences’ interests, needs and passions, and creating and executing a tactical plan to reach those audiences. Below are some marketing strategies for taking this next step – 1. Offline/Traditional Offline marketing, also known as traditional marketing, includes radio, television, billboards, print collateral and direct mail, among others. These can be considered antiquated and ineffective but should still be considered as part of an overall, integrated marketing plan. There’s a reason you see so many healthcare/pharmaceutical ads on TV and receive so many special offers via the mail. For the right demographics and with the right strategy behind them, they still work. Especially when combined... read more
Healthcare Brands Require Strong Internal Engagement
Whether a hospital system, specialty practice, medical association, or device company, healthcare brands will only thrive with strong internal engagement. This is especially important with the rapid consolidation in the healthcare industry today. For providers, where referrals among medical staff members and sub-specialties make or break the system, engagement is paramount. When we conduct focus groups with internal teams at leading health systems, most employees do not know the “5 W’s and H” within their own organization: “who it consists of” “what’s expected of them” “why should they care” “where they should refer” “when” “how” As a result, organizations experience great leakage of patients, and revenue. Communications strategies help address many of the unknowns. Internal campaigns including brand overviews, videos, books, and other tactics can explain the size and scope of the organization. Of course, graphic standards manuals are essential. Especially in terms of presenting healthcare brands in a consistent and unified manner, no matter which architecture strategy is being developed. Online tools and staff profiles will also help facilitate referrals from one practice to another or among sub-specialties. Most healthcare professionals understand “when” referrals should be made. However, soft reminders are sometimes needed for family physicians who would rather treat their patient than “lose” them to a referral. Key here is to develop protocols. These ensure the primary care provider gets their patient back after specialty procedures or consultations are performed. That takes care of most of the W’s and H. Let’s focus on the “why”. Really(!?), employees have to be told why they need to care about keeping patients within the health system? Unfortunately, they do. It’s... read more
Can you write a healthcare ad without using the seven “deadly” words?
George Carlin will always be remembered as an original with many great comedic acts, but his “seven deadly words” bit (what you can’t say on network television, back then…) is a classic. Under this theme, branding expert Paul Szablowski (former Senior V.P., Brand Engagement of Texas Health Resources, CHW, etc.) and I teamed up on an article of a similar title for a popular healthcare ad / marketing publication. It’s been about ten years since it was published, but that article generated more talk value than any I’ve received since. The article was about the seven “deadly” words you shouldn’t use in hospital advertising because they make little sense to consumers and are non-differentiating for the brand. After attending a recent healthcare advertising trade show and competition, I am prompted to again write about these words and why hospital marketers should not be using them. Because I heard a lot of them! Okay, here’s the list: Interdisciplinary Ask ten consumers on the street what this means to them and their health and you’ll quickly understand why it’s a waste of space and benefit. Other like words that don’t officially make the list, but should, include continuum, integrated, and coordinated. World-class Technically two words, but often used as one thought in healthcare. After a decade, there is still no need nor regulatory act to substantiate such claims and as a result even a two-bed hospital in you know where, can claim to be “world class.” By the way, in case you’re looking to be less global and more local, “nationally-recognized” doesn’t do it, either. Quality – okay healthcare folks, it’s... read more
