Healthcare Marketing

Short-term Marketing Plans Are the New Normal

One of the biggest lessons of 2020 was learning to pivot. Change is now the normal in healthcare. This makes creating long-term marketing plans challenging. Instead, it’s more efficient to implement short-term plans and revisit strategy, goals and objectives mid-year to determine what’s working and what’s not.

With the calendar year more than halfway over, two marketing tactics on everyone’s minds are artificial intelligence (AI) and Threads. If you haven’t already, give both a try. With 100 million users joining Meta’s Threads app in less than five days, it’s the fastest-growing social media platform in history. While no one is predicting Twitter to disappear anytime soon, the competition might bring order to its chaos.

No technology since the launch of the internet has generated as much excitement as generative AI. In two months, ChatGPT also had 100 million users. Instead of fearing it, become familiar with its capabilities. Use it to kickstart a revised marketing plan. As the adage goes, “You won’t be replaced by AI; you’ll be replaced by someone using AI.”

While fine-tuning plans, consider four primary audiences and their expectations:

  • External audiences—patients/consumers
    • Internal audiences—employees/physicians
    • Media
    • Marketing team

What Consumers Want

According to the 2023 Edelman Trust Barometer, consumers overwhelmingly distrust government, media and institutional leaders. However, trust in healthcare remains stable at 70%.

Healthcare marketers can strengthen that trust, primarily by listening to patients. Understand what they want and expect at different stages of their care journey. Conduct surveys, hold focus groups and monitor online conversations. Ask for consumer input and then deliver on the feedback.

Convenience and customer service expectations also remain high with consumers. Industry statistics show that customers who experience excellent customer service are three times more likely to recommend that brand to others. However, 66% of consumers say a bad interaction with customer support can ruin their day, and 73% of them are likely to switch to a competitor.

The pandemic prompted people to seek social interactions where they feel safe and comfortable—like Norm walking into Cheers “where everyone knows your name.” Review where you can increase personalized experiences. Customize content, emails and campaigns to individuals. Audit touch points to ensure that you’re responding quickly to requests and implement convenient one-click processes wherever possible.

What Employees Want

Few workforces have been hit harder than healthcare over the past three years. Weathering shortages, burnout, the great resignation and quiet quitting, hospital leaders increasingly look to marketing departments to help reengage employees. In a recent survey of 500 human resource leaders, 52% want marketing involved in employee experience programs to help drive market perception.

Communication departments can help create clear, targeted messages that resonate with internal groups. Analyze messages carefully to deliver what audiences want to hear. Just as asking for patient input, ask for feedback from internal audiences. Listening to employees has dual benefits—they can also tell you what customers want and how to get there.

Use internal marketing campaigns to promote employee benefits such as on-site wellness rooms, mental health resources, recognition programs, additional PTO or other initiatives that prioritize their well-being.

What the Media Wants

The importance of trusted public health communication has never been more critical. The newest pandemic is disinformation, which could become a bigger challenge with misuse of AI. For communications teams, building partnerships with the media is beneficial for both sides and particularly for the public.

Journalists want to hear from communications professionals. According to the 2023 Cision State of the Media report, they believe the most trusted sources of information are major newswires and press releases.

Maintaining credibility as a trusted news source is among their top priorities, as is ensuring accurate content and addressing issues in the community.

Here are some tips for maintaining productive relationships with media contacts:

  • Position physicians, hospital leadership and other spokespersons as credible experts.
    • Leverage market data—original research, trends, polls, surveys—to make yourself indispensable to them.
    • Monitor social media for trending topics that you can localize; they’re using social listening as well.
    • Email pitches and releases; don’t pitch on their social channels.
    • Know reporters’ beats and audience; irrelevant pitches get you blocked as does aggressive outreach and follow-up—once is enough.

What the Marketing Team Wants

As with other target audiences, monitor the needs and expectations of your own marketing department. There are lots of shiny objects bouncing around. Pick one or two major priorities and concentrate on improving marketing efforts in that area.

Not surprisingly, research shows that 80% of marketing professionals want to improve and streamline internal operations. Does your current budget include project management platforms and automation to do this? If not, spend time with the team to review recommendations for tools that benefit everyone. Otherwise, segmented platforms that make one person’s job easier can negatively impact others’ workload.

Producing marketing content faster, larger staffs, bigger budgets and managing expectations typically top the wish list of every healthcare marketing department. In the meantime, while heading into the last part of the calendar year, revisit strategy, goals and objectives to make sure marketing efforts connect with the healthcare system’s mission, vision and goals. There’s always next year to ask for more budget.

TotalCom is a full-service marketing agency helping brands like yours tell their story to the right audiences. Email Lori Moore or call TotalCom Marketing Communications at 205.345.7363 to see how TotalCom may be the right fit for you.

Data Drives Healthcare Marketing Efforts

Healthcare Marketing—It’s All About the Data

When developing marketing strategies, healthcare organizations typically use data-driven approaches that leverage quantitative and qualitative research and reports to gain insights into the market, along with patients’ needs, preferences and experiences.

Along with internal snapshots gained from patient surveys, reviews or focus groups, also consider external data from healthcare industry reports, competitor analyses and consumer trends. This information helps you predict changes in the landscape. If one thing remains constant in healthcare marketing, it’s change.

Gaining a deeper understanding of what’s going on beyond the immediate healthcare industry is beneficial to developing targeted campaigns that resonate with patients, other stakeholders, internal audiences and the community.

What journalists think.

Among the stakeholder groups vital to marketing success are the media—what they think, how they’re responding to their changing industry and healthcare coverage.

A State of Journalism 2023 survey of more than 2,200 journalists—mostly US based—reveals what drives journalists’ decisions. Among major findings that can impact your earned media strategy are:

  • Most respondents primarily work online with about half also working in print; print-only journalists make up 6% of those surveyed, and TV- and radio-only drop lower;
    • The number of journalists likely to respond to a pitch is up slightly from 2022 but still only 29%; they don’t respond to pitches because of irrelevant topics, lack of personalization and timing;
    • Most journalists receive up to five pitches a day and some more than 250 a week depending on the market;
    • Shareable stories influence coverage with 66% saying they actively track the number of times their stories are shared on social media; what makes stories shareable—trending topics, pitches with images or infographics, exclusivity (76%), and localized topics relevant to target audiences;
    • Journalists responding to a pitch depends on how you pitch—92% want to be pitched one-on-one by email; 21% prefer to be pitched on Monday, and 55% don’t have a day-of-the-week preference; 61% want to be pitched before noon; 88% prefer pitches of 300 words or less; 45% says one follow up 3–7 days later is ideal;
    • While half of the journalists admit they’ve considered leaving Twitter, 90% use the platform to follow news, 78% to promote their own work and 69% to find sources;
    • Only 25% of responding journalists cover healthcare; 10% wellness and fitness;
    • Millennials (57%) are the media’s top target audience, followed by Gen X (52%), Boomers (43%) and Gen Z (41%).

What CEOs think.

A Communications Benchmark Executive Summary 2023 shows despite some progress since post-2020, gaps still exist between the C-Suite and communications teams.

The poll of some 1,000 communications leaders suggests that C-suite executives now task communications teams with more than branding, creative, content strategy and public relations. Marketing teams often oversee diversity, equity and inclusion (DE&I) and environmental, social and governance (ESG) initiatives. This new area of responsibility also has a new descriptor—”mixternal” communications.

Major findings from the poll include:

  • CEOs increasingly focus more on measurement and expect comms teams to create and deliver uncomplicated, accurate and persuasive messaging;
  • Trust gaps between executive perceptions and employee and consumer perceptions are significant—87% of execs think consumers “highly trust their companies” compared to 30% of consumers who do, and 84% think their employees “highly trust their companies” while only 69% of employees say they do;
  • Many C-suites now want marketing and communications initiatives to include recruitment, retention and employee wellness; they understand the need to recruit and retain talented communicators and marketing professionals with the skill set to recruit and retain employees to other departments;
  • Communications teams again find themselves bridging the gap between C-suite and employee perceptions—54% of leadership and only 39% of employees say diversity is a priority for the organization; 56% of employees think executives care about their well-being, while 91% of the C-suite say employees would say well-being is priority.

What marketing communications teams think.

In 2020, the word “pivot” drove healthcare marketing strategies. COVID-19 may no longer be officially designated as a pandemic, but “pivoting” continues.

A recent survey reveals some of the top challenges expected by marketers in 2023:

  • Generating traffic and leads—Changes to privacy and cookie tracking have sent marketing teams, particularly in healthcare, scrambling for alternate ways to generate leads. The plethora of content channels and changing trends as well as fickle consumer preferences add more hurdles to producing measurable metrics.
  • Hiring top talent—The Great Resignation and remote work prompt concerns for hiring, retaining and training marketing teams. Being skilled writers or creative designers are no longer the most desired skills for marketers. According to a LinkedIn report, they also need technology, business management, research and analytical skills. As it turns out, comms professionals do need to know math!
  • Marketing plan pivots—Actually planning to pivot is considered the top challenge to 17% of survey respondents. One lesson that 2020 taught is to plan for the unexpected. Otherwise, performance metrics, budgets and market preference are at risk. When developing campaign strategy, always keep another option on the table.
  • Securing budgets—The ask from marketing departments for more budgets, more staff and more pay now expands to requests for technology upgrades, professional development and ongoing training. Healthcare marketing budgets have not made a comeback since 2019 when healthcare marketing spending peaked at $12.3 million. Overall, budgets are expected to decline by 8% in 2023.

While challenges have increased exponentially over the past three years, tracking data and trends and staying prepared for the next “big thing” or crisis can help you develop smart, agile healthcare marketing strategy.

TotalCom is a full-service marketing agency helping brands like yours tell their story to the right audiences. Email Lori Moore or call TotalCom Marketing Communications at 205.345.7363 to see how TotalCom may be the right fit for you.

Artificial Intelligence Predicts the Future for Healthcare Marketing

“Hey Google, I Don’t Feel Well”

Person holding phone that shows the Google voice search prompt saying "Hi, how can I help?" Next to the phone is a large speech bubble with the quote "Hey Google, I don't feel well."

A true story following a Thanksgiving Day mishap—”Hey Google, I burned my hand.” Forgoing care at the nearest urgent care, I opted for the next best thing—Google Nest.

The virtual assistant advised immersing my hand in cool water (not ice water), applying petroleum jelly three to four times daily and not putting butter, vanilla or ointments on the burn as those could cause infection. I found basically the same tips on WebMD.

According to Google Insights, more than 700 million people turn to Google devices every month as their personal assistants. Add in Amazon’s Alexa, Apple’s Siri, and other virtual assistant software, and there’s infinite information being disseminated by artificial intelligence (AI).

Based on changing consumer patterns, much of the quick information they seek is likely to be healthcare-related. To ensure the reliability of that information, AI needs to be part of healthcare marketing strategies.

Consumer demand drives AI and other digital healthcare tools, which have increased dramatically since the start of the pandemic. According to the Huron 2022 Healthcare Consumer Market Report:

  • 78% of consumers participated in telehealth visits last year.
  • 53% of survey participants are likely to switch providers for superior virtual care offerings.
  • 34% of consumers consider themselves digitally inclined—a significant shift in the youngest (ages 18 to 44) and fastest growing consumer segment.

AI Virtual Assistance

AI is being used in healthcare for everything from virtual assistants setting reminders for wellness checks and mammograms to screening for breast cancer.

Machine learning algorithms, which drives the talk behind AI, can also help target ideal patients much the same as social media apps push content based on user patterns.

Considering the millions of people turning to virtual assistants, it’s imperative to constantly update hours, addresses, services, maps and other digital information. Check Google listings bi-monthly; ask Siri and Alexa health-related questions to ensure the reliability and relevancy.

Chatbots are virtual assistants. With the help of matching learning and natural language processing, chatbots help to personalize online experiences. They address simple questions, handle scheduling requests from patients or guides users to relevant information. Optimize the user experience with chatbots on the health system’s website, patient portal or service line app by routinely testing the virtual assistant.

The first step in the search process is directing patients to the correct information and ultimately to a website. Getting them there quickly requires SEO to be more intuitive for AI, since 70% of requests are in natural language rather than web search keywords.

AI In Clinical Settings

Any type AI being used in clinical settings deserves the marketing spotlight. It’s the newest shiny object, much like 3D mammograms and robotic surgery before it. However, unlike those innovations, AI is a two-way partner in the healthcare journey. We ask questions; it answers back.

Dr. Ayanna Howard, one of the world’s leading experts on robotics and the intersection of AI and humanity, predicts in 10 to 20 years, all industries will be influenced by AI. 

AI can ease the workload for physicians. The end goal for both—doctor and AI—is recognizing patterns. Nearly 500 healthcare AI startup companies raised a record $12 billion in funding last year.  AI assisted  tasks include streamlining patient intake with text-based AI chatbots; “virtual medical residents” that prescreen patients; and AI triage-guidance tools.

Mayo Clinic researchers are using AI to predict how patterns of changes in pregnant patients can identify whether vaginal or cesarean births are less risky. The University of South Alabama Health offers enhanced colonoscopy aided by AI to detect polyps with visual markers in real time.

AI Assisted PR

AI isn’t just for clinicians and researchers. It can make marketing and public relations much easier.

A new study by PRophet and The Harris Poll reveal that 92% of public relations (PR) professionals believe AI is worth exploring. Of participants surveyed, 55% said AI would be useful when crafting PR materials and predicting media interest.

Imagine the time saved when pitching if we know who is actually interested. According to a study from PR company Propel, journalists responded only to an average 3.25% of pitches they received in Q2 2022.

The PRrophet platform can algorithmically figure out which journalists are most likely to take an interest in a pitch and what they sentiment is likely to be.

Whether growing brand awareness, amplifying messages or forecasting clinical complications and treatments, AI is now the future of healthcare in the present.

TotalCom is a full-service marketing agency helping brands like yours tell their story to the right audiences. Email Lori Moore or call TotalCom Marketing Communications at 205.345.7363 to see how TotalCom may be the right fit for you.

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Listen Up: Podcasts Offer Consumers Helpful Health Information

Among the changes prompted by the pandemic and the way consumers choose to receive healthcare information has been the growth of podcasts. In lockdown, they began tuning in to podcasts while trying to maneuver through conflicting information.

As many as 32% of Americans listen to podcasts on a monthly basis. That’s 150 million people listening to experts—often self-professed—crime sleuths, business leaders and celebrities talking about everything from decades-old murder cases and financial advice to politics and advances in medicine.

Since 2020, the interest in everything healthcare has created a growing market for health and wellness podcasts offering helpful information to consumers. As many as 17% of podcasts are devoted to health, wellness and fitness topics. Listed among the best podcasts of 2022, “Sleep With Me” entices listeners to do just that—hop in bed, close their eyes and listen to a story that gets progressively boring until they fall asleep.

Podcasts give physicians and healthcare leaders forums to share their experiences and expertise with patients and peers alike. Healthcare organizations can use podcasts to inform consumers and clear up misinformation.

Inside Pediatrics from Children’s of Alabama is a free monthly podcast that explores topics relating to childhood health and wellness as well as research and treatment at the academic medical center. It can be downloaded from the hospital website or from a number of other platforms.

The popular TEDTalks also offers TED Health with doctors and researchers discussing breakthroughs in their fields as well as daily habits to leading healthier lives.

How to Start a Podcast for Your Hospital

The pandemic pressured healthcare organizations to find new innovations and digital tools to meet consumer demand. Gen Zs, in particular, turned to podcasts while isolated. More than one-third of American 18-to-24 year olds listen to podcasts at least weekly, with mental health being the top podcast genre among the age group.

When considering starting your own podcast, determine the purpose. It can help build brand awareness, deliver on the patient experience or even generate revenue with clear calls to action. The top goal for 24% of all podcasts is awareness/education.

Podcast episodes typically run 20 to 40 minutes long. Carefully evaluate the hosts and guests to determine if they can hold an audience’s attention for that length of time.

Other things you need to start your own podcast include:

  • Storage and distribution. You can code your own podcast or upload audio files to a service such as Soundcloud, Buzzsprout, Podbean or SimpleCast. These publishing platforms provide storage and distribution for a fee. Some offer audio editing capabilities.
  • Cadence. Decide whether to publish daily, weekly, monthly or quarterly. Listeners want consistency, so stick with the decision. The most common cadence is weekly for podcasts.
  • Software. Use quality audio recording software. For Mac users, GarageBand is free and easy to use, as is QuickTime. If recording and editing on a PC, download Audacity, which is also free. You can also record and edit in Zoom.
  • Microphone. Even though you can record from a laptop mic, phone or ear buds with built-in mics, invest in a quality microphone. A good one costs less than $100.
  • Interview setups. Interviews recorded in a studio produce the best audio quality. But it’s easy to interview guests remotely through Zoom, Skype, Zencastr or even by phone.  When interviewing online, the hosts and guests should be in quiet rooms. Wear headphones and speak directly into the microphone. Remind guests to mute notifications on their computers and phones.

How to Promote a Podcast

Once the podcast is “on the air,” you want to build listeners. First, decide on the target audience—patients, peers or general consumers. As you do for websites and blogs, remember SEO and create topics and titles that draw the targeted audiences’ attention.

Amplify the podcast on all channels—blogs, websites and social media. Consider creating a dedicated Facebook group so listeners can discuss episodes and receive updates. Facebook and Instagram are the leading channels for cross promoting.

When recording audio, record video at the same time and upload it to YouTube and shorts from the podcast to Reels.

Pitching to podcasters

Even if you’re not ready to launch your own podcast, include popular and relevant podcasters in your earned and paid media strategy.

Of podcasters who feature guests, 61% prioritize organic over paid guests. When pitching healthcare experts or leadership from your organization, remember:

Personalize the pitch; do your homework first.

  • Avoid confusing subject lines and large attachments.
  • Keep pitches to 200 words or less.
  • Most podcasters prefer receiving pitches early in the week.
  • Don’t call.

With 150 million people listening, you can build your brand and deliver relevant and accurate information through podcasts to consumers interested in staying healthy.

How Hospitals Can Build Brand Loyalty
Earning the trust of your patients will help your hospital build brand loyalty.

After more than two years of focusing on COVID-19, health remains top of mind with consumers. Numerous surveys find that US adults are more concerned about health and hygiene than prior to 2020. Of the top five consumer brands they trust most, according to Morning Consult, four are healthcare related—BAND-AID, Lysol, Clorox and CVS Pharmacy.

64% of U.S Adults trust healthcare companies.

Likewise, similar polls show that 64 percent of all adults in this country trust healthcare companies, second only to the trust they place in food and beverage companies. At the bottom of that same poll sit CEOs, with social media and media companies hovering just slightly above them.

This backs findings from the 2022 Edelman Trust Barometer, which reveals that globally, consumers basically trust no one—particularly government leaders, journalists and CEOs.  The same report, however, shows scientists to be the most trusted societal leaders and healthcare to be among the most trusted industry sectors.

Consumer health concerns present a platform for hospitals and healthcare systems to amplify information that lets audiences know “this is what we’re doing” to prioritize their health and care for them. That starts with strengthening bonds between providers and patients, where trust matters most.

Having Coffee With A Friend

How many times have healthcare marketers been told that, despite best efforts, patients go where doctors lead them? With consumers in the driver’s seat that belief is now less prevalent, particularly with Gen Z and Millennial audiences who harbor a high distrust of traditional methods and approaches.

The traditional model of ambulatory care has gone the way of the horse and buggy doctor making house calls. Or has it?

The digital healthcare transformation offers healthcare brands more ways to gain the trust of their patients and build brand loyalty.

Digital healthcare transformation—telemedicine, wearable diagnostic devices, texting, emailing, or messaging through EHR portals—now makes patient care more direct and personal. Remote doctor visits are becoming more like having coffee with a friend, as opposed to in-person interactions with a doctor.

Patients who trust your healthcare brand are more likely to have brand loyalty. 39% of survey respondents will go out of their way to do business with a brand they trust.

Providers can maintain trust with their patients by acknowledging and marketing themselves as unique, individual brands. In the Morning Consult study, 39 percent of respondents indicate when they trust a brand, they will go out of the way to do business with it. Few things cause a woman more angst than having to change hairdressers or gynecologists. Once they establish a bond, it’s hard to break.

Choosing one doctor over another often depends on four key factors:

  1. Patient experience
  2. Convenience
  3. Reviews
  4. Competitive pricing

Trust between doctors and their patients empowers providers to get back to what most want to do in the first place—keep patients healthy.

Humanizing the Brand

One of the most valuable lessons learned from the pandemic is the need to humanize brands to demonstrate knowledge and solidify consumer trust.

Patients trust providers with their health, time, and money. Credibility and trustworthiness solidify their decisions more than over-the-top promises and exaggerated claims.

Start by getting rid of pre-2020 platitudes. Instead:

  • Share authentic patient stories to inform and educate;
  • Feature doctors, nurses, and other staff to share brand stories;
  • Inform with science and research without hesitation or sugar coating;
  • Listen; ask patients about their visits with quick and easy post surveys; monitor reviews and social media comments.

Carefully Consider What You Say, Do and Share

Consumers tend to lose trust in a brand due to negative experiences and sub-par quality. Picking sides on a social issue that contrasts with the consumer’s views is also a trust breaker.

Even though a doctor’s or nurse’s personal social media pages should be safe forums for sharing personal beliefs, it is a public forum. The public doesn’t distinguish between what Joe says, does or shares while on vacation from what Dr. Joe says, does or shares on the practice platforms during office hours.

For example, providers are now caught in a legal and political quagmire following the Supreme Court’s overturning of Roe v. Wade. With emotions running high on both sides of the issue, not only can providers lose patients with public or private statements, but their brand can negatively be affected.

Currently, earnestly addressing, prioritizing, and managing a patient’s health builds trust.  And that’s important.

How Brands Lose Trust: Greenwashing, Overstating and Other Marketing Spins
How Brand Lose Trust: Greenwashing, Overstating and Other Marketing Spins

Many of us are guilty of overstating a marketing claim, making it more grandiose than it is. Or we’ve done the opposite—downplayed something to manage public perception. Either can backfire and destroy trust.

Greenwashing, news high jacking, overstating, understating, and spinning all pose risks to our brands. Relationship building with audiences is paramount. Anything less proves counterproductive to maintaining trust and loyalty.

The 2021 Edelman Trust Barometer shows consumers to be a fickle bunch with patience levels being on par with Coach Nick Saban, who famously declared, “I have none.”

The 2021 Edelman Trust Baromete shows business is more trusted than government in 18 of 27 surveyed countries. Business trust index score increased by 2 points (54 to 56) from 2020 to 2021.

After a two-year-long pandemic and epidemic of misinformation, respondents surveyed in 28 different countries declared an “information bankruptcy.” They don’t trust societal institutions, government leaders, or the media. Surprisingly, business emerged as the only trusted sector with a 56% trust index.

Improving healthcare systems dominated as the most important foundational problem worldwide. That presents hospitals and healthcare systems with a platform to amplify information that lets audiences know “this is what we’re doing” to prioritize their health and care for them and their families. Anything less, and we risk losing their trust.

Curb the Spin to Maintain Trust

Image reads: "Enviornmentally friendly policies = back up with solid, consistent practices."

Have you ever noticed how many people seem to be an environmentalist for the day every April 22nd (Earth Day)? Though their interest in environmental activism may be fickle at times, don’t underestimate your audiences. Patients, employees, and other stakeholders now expect sustainability and they know greenwashing when they see it. Spinning a message about environmentally friendly policies should be backed up with solid, consistent practices. Otherwise, the green sheen can quickly turn beet red.

In a Harris Poll for Google Cloud, executives across the globe identify Environmental, Social and Governance (ESG) initiatives as their top organizational priority. Yet, soft drink giants to leading fashion retailers continue to market eco-friendly products only to have those claims blown apart.

The Healthcare industry remained at odds with environmentally friendly expectations for many years. However, over the past decade, hospitals have worked to reduce environmental footprints.

We should promote ways we’re keeping patients and the earth safer, whether it’s upgrading energy efficiency, safer biohazard handling practices, or using green-certified cleaning products. Be careful not to overstate efforts, and don’t forget to talk about it regularly—not just on Earth Day.

Market with a Cause to Elevate the Brand

Know your audience. Consumers want to support brands that align with their values. Avoid overstating your values and be honest with your audience.

Start with marketing rule #1—know your audience. Knowing your audience is more than just focusing on demographics. Empathy and shared values can solidify brand loyalty, elevate perception, and differentiate a brand from the competition.

In the past, companies shied away from public comments on social issues. Today, consumers want to support brands that align with their values. Employees also want to work where they feel included. The 2022 Communications Benchmark Report identifies Diversity, Equity, and Inclusion (DEI) as a top priority for organizations.

Before supporting any social initiative, develop a strategic plan. Failing to do so leaves your brand open to complaints about appearing insincere and criticisms of putting profit over authentic purpose. Walmart when rolling out “Juneteenth Ice Cream” to acknowledge the holiday marking the emancipation of slaves received backlash. Critics called out Walmart for promoting Juneteenth-themed ice cream over the Black-owned brands already stocked on their shelves. What may have been a genuine attempt at support was overshadowed by the lack of strategic planning.

Corporate social responsibility, particularly for healthcare organizations, earns public trust when we use marketing platforms to direct attention to causes, we support rather than platitudes for the good we’re doing in the community. Proactive efforts to address health inequities and manage the community’s health can earn goodwill and trust.

Be Transparent, Internally and Externally

The past two years have taken their toll on healthcare workers physically, mentally, and emotionally. Then comes the Great Resignation to compound problems.

Through all this, what happens internally reflects the perception of the brand externally. How we care for our employees impacts how we care for our patients. Patients want to know their caregivers have mental health resources, are being given sufficient time off, and are supported in work-life balance.

There was a time when marketing teams argued against posting mission and vision statements and core values front and center on websites or other external-facing channels. Reset post-2020. Sharing these high-level statements gives our audiences a snapshot of what we stand for and consider important.

Patients want to trust your brand. 68% of consumers and 62% of employees believe they have the power to force corporations to change.

Such transparency also shows good faith efforts at inviting consumers and employees to take a seat at the table. According to the Edelman Trust Barometer, 68 percent of consumers and 62 percent of employees believe they “have the power to force corporations to change.”

Transparency, authenticity, and empathy earn trust. It’s our job not to spin it away.

If you need to evaluate your marketing strategy, we welcome a conversation. Email Lori Moore or call TotalCom Marketing Communications at 205.345.7363.

How to Choose a Healthcare Marketing Agency
even points to consider when selecting a healthcare marketing agency

Seven Points to Consider When Selecting a Healthcare Marketing Agency

Unless you’ve been lucky enough to escape downsizing, healthcare marketing departments often need to contract with outside agencies for tasks that your team cannot handle on its own. Consider these seven points before starting the search for .

1. Healthcare Marketing Experience.

An outside agency can add creativity and expertise to the in-house team. It also lends a third-party perspective that sometimes leverages more weight with the C-suite. However, ensure that the agency has healthcare marketing experience and proven results to back up dazzling visuals and lofty recommendations.

Healthcare industry experience is necessary due to standards and regulations that physicians and hospitals are required to follow.  The account team must be familiar with HIPAA compliance, CMS, and FDA regulations to craft marketing messages.

2. Creative Capabilities.

Creative talent should be evident from the onset, starting with the marketing agency’s website and digital presence. It can also reveal their intangible personality.  The best way to discover what they can do is by getting to know them. Conduct initial research and select two or three agencies that interest you. Talk with them; invite them to visit; figure out if there’s chemistry.

Instead of the requisite “request for proposal,” issue a “request for partnership.” While many agencies won’t do spec creative, assign a project, even at a nominal fee, to a couple at the top of your list. This can provide a preview of their creativity. You want to see innovation and vision. Look for “wow” moments.

3. Mutually Beneficial Partnership.

A successful relationship between client and agency is a 50-50 partnership. Producing the desired marketing results requires collaboration, transparency, mutual respect and realistic expectations on each side’s part.

One healthcare marketing director recently shared his thoughts about forging a client-agency partnership, explaining that the client needs to have a level of trust and confidence in the agency. For their part, the agency must have the skills and expertise to prove their worth to the client.

4. Financial Discussion.

The quickest way for relationships to break down is over money. During the review process, ask about billing, fees, retainers, up charges and rate sheets. Open and transparent discussions at the beginning can prevent misunderstandings later.

Before work starts on your account, define the process for authorizations, approvals and change orders so both sides share the same expectations. Failure to have these discussions can lead to loss of trust later.

5. Measurable Goals.

When reviewing a healthcare marketing agency’s portfolio, ask about results and case studies that include quantified measures of success. Just as with talks about money, work openly with the agency to establish performance criteria at the onset.

Beware of results that seem too good to be true—those probably can’t be proven. In the age of digital marketing, analytics are readily accessible to both client and agency to help direct the marketing spend and move the needle.

6. Relationships and Responsiveness.

Like all interpersonal relationships, people usually work best with people they like. We measure our own client relationships not just by the longevity of the account but those that produced lasting friendships.  Chemistry is the number factor in a successful agency-client relatioinship.

Ask about the team, along with bios, likely to be assigned to your account. You want experienced marketing professionals with proven credentials and core values that align with your own.

Talk to some of their current clients to discover how they interact with the agency and their responsiveness.

Establishing a successful relationship with your account services team depends, in part, on flexibility, responsiveness and willingness to listen. With the right chemistry, they can become an extension of your marketing team.

Evaluation of healthcare marketing agencies includes their research capabilities, knowledge of trends in the healthcare industry and familiarity of the local market.

Research and data should drive the development of any campaign. Review qualitative and quantitative research processes. With the myriad changes in the marketplace knowledge of trends within the marketing industry and familiarity with current media options and effectiveness is essential.

Even if an agency hasn’t worked with other local clients, their ability to learn the market and assimilate into the community can help increase your brand awareness.

Checking off these points makes the process of selecting a healthcare marketing agency easier.

TotalCom is a full-service hospital marketing and advertising agency that believes in getting great results from telling great stories. Contact us to explore if we might be a good fit for your organization.

Should You Go All-in on Brand Marketing?

Healthcare systems across the country seem to be jumping back on the branding wagon. They are hiring marketing vice presidents from consumer brand companies and engaging multinational advertising agencies. The idea is to create a pull strategy that causes consumers to demand your healthcare system. That, in turn, gives you leverage when negotiating insurance reimbursement rates.

But will new logos and television ads alone create that demand?

Probably not.

Designer team sketching a logo in digital design studio on computer, creative graphic drawing skills for marketing and branding (own design elements on the computer screen)
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Responding to Three-Star Reviews of Your Hospital or Doctors

You have alerts set up and scour review sites for those dreaded one- and two-star ratings. You jump on the ones that start with, “If I could have given ZERO stars, I would have.” And rightfully so. How you respond to negative reviews affects not only your relationship with the reviewer but your reputation with anyone who reads it forever after. But it’s just as important to respond to neutral reviews for a few reasons:

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Managing Your Hospital’s Reputation

Why Reputation Management Is Key for Hospital Marketing

At the doctor's office, a female doctor is performing a checkup on a young girl.

Reputation is everything in business. It’s even more important for hospital marketing because a hospital’s reputation is its most important asset.

Without a strong reputation, your hospital’s patient intake will suffer. After all, people don’t want to entrust their health to a hospital that has a poor reputation. (more…)