Our mid-year client satisfaction survey was a success in so many ways.
One, more than 80 percent of Geonetric’s clients responded. Maybe that’s because clients know we listen and they’re eager to share their thoughts. Or, maybe it’s because we gave away four $100 giftcards to random participants! Either way, we’re thrilled when we get feedback from so many of our clients and can really dive deep into what’s working and what needs improvement.
Two, the biggest area we need to focus on is an area we’re aware of and have already applied considerable pressure: our backlog. We’re excited to see these scores improve as new team members get up to speed.
And three, it’s so much fun to be in a position to share some of the amazing comments we get. Client advisors are called out by name over and over again for consistently delivering top-notch service. Established clients appreciate the new functionality that our engineering team delivers. New clients rave about the launch process.
So let’s dive in and take a closer look.
We’ve started down a path to radically change the way we build software at Geonetric. The journey started, as these things so often do, with an innocent conversation.
The conversation explored how we can get valuable new software capabilities into clients’ hands more quickly. Our primary software platform, VitalSite, is a fairly traditional web application. Each instance of the software is installed on a server at our data center or, in a few cases, in our clients’ data centers.
An important part of creating an effective physician profile includes demonstrating the physician’s skill and expertise. It’s important because consumers look for and use this critical information as they engage in the process of selecting a physician. In our upcoming Physician Promotion eBook (to be released at our Physician Promotion webinar) we outline a number of ways to effectively highlight your organization’s physician’s skills and expertise, but there’s one increasingly important way that deserves its own treatment: physician ratings and reviews.
From Amazon to Netflix and beyond, consumers are increasingly accustomed to seeing evaluations of the goods and services they shop for. Often these take the form of an iconic star rating system that’s become the Internet’s at-a-glance method of conveying user satisfaction (or other subjective measure) with the product at hand. But it’s not just for shoes and movies anymore. It’s also for your physicians.
Whether you’re shopping for a new pair of shoes, streaming music or seeking healthcare services in your community, you’re often starting with a search engine. And so are your patients, visitors, donors and other target audiences. We’re all doing it – at a rate of about 40,000 searches per second.
So how do you stand out from the pack? It’s not as difficult as you probably think.
Bryan Health, based in Lincoln, NE, recently launched a new, responsive website, along with two audience-specific microsites.
The organization needed a CMS that could be flexible enough to showcase their health system, college of health, and wellness center. And their previous system just wasn’t doing the job. So they called on Geonetric and VitalSite, and we were happy to help.
The beauty of the web is in its flexibility to transform to meet individuals’ needs. But it takes due diligence on our part as developers and content editors to make sure that content is provided in a way that assistive technologies can use to present the information in different ways. If done properly, this ensures that all information you provide on the web is available to everyone regardless of physical, cognitive, or technological limitations.
About two months ago, at the Geonetric client symposium, we launched the beta version of our new Form Builder. This new tool allows our clients to build their own forms and publish them to their websites. Our goal with Form Builder is to provide clients the ability to easily iterate on their form designs, have more direct control over their interactions with consumers and increase the form-related work they can do on their own.
Throughout the process of building this product we have been living our agile principles: learning about the product through direct client input, continuously improving, and using a combination of qualitative and quantitative feedback to determine the priority of new features and refinements.
As healthcare marketers, we often like to jump right to the tactics and bury ourselves in campaign work in the hopes that it will make a tangible difference. And sometimes it does. But more often than not, results are disappointingly modest, leaving us with the sense that we’re investing more and more just to maintain current performance.
Sometimes in our rush to do “stuff” or chase down the next great idea we lose focus of the fact that we’re choosing the work we do based on how clever it sounds and not by how it supports the patient journey.
From a marketer’s perspective, good Web content does two things:
First, it helps people find you. Google and other search engines rank only pages with valuable, relevant, high-quality content.
Then, it drives action. Or, in Web speak, it converts. It turns your site visitors into patients, donors, job applicants — or whatever else fits your specific goals.
The benefits of good content are clear. But what is good content? How do you know what to include? Where do you start?
While getting the oil changed on my car the other day, I thought about how much the experience has changed since I was a kid. In the seventies, my Dad would always take our cars to “his” mechanic for maintenance. “His” mechanic was a distant relative that owned a service station where the attendants would pump the gas for you, check your oil and tire pressure and clean the windows. The coolest thing was that they wore bright orange jump suits and some pretty nifty hats to identify them as the service station’s employees.