If you're looking to become or remain the chosen provider, Endeavor Healthcare has a 50 year track of record of using the Voice of the Customer to align marketing, operations and culture in unique...
Donor experience management requires an understanding of their goals, behaviors and needs. Donors provide the sustenance for clinical trials, recruitment and, ultimately, advance in patient care. Attention to the various segments is essential to every healthcare organization as there are benefactors at numerous levels who can help you achieve your goals. These include not only high net worth donors, but also grateful patients.
Donations provide a mechanism for people to give back. Some are motivated by their legacy and others just want to say “thank you” in a meaningful way. Our approach examines the motives of donors and their experience in engaging you. Examining key functional and emotional needs are key to ensure the initial donation, but also to maintaining an on-going relationship either through increased capital contributions or annual giving. Treat donors as influences in the community and your word-of-mouth advocacy for health services will also increase.
Experience Mapping Our donor experience maps examine essential elements of their functional and emotional needs. Through each step of their journey, we can identify key needs and the touchpoints or interactions they have with your healthcare organization. We customize each map based on the segment we identify. We have found that annual fund donors and capital campaign contributors are markedly different. However, they may share a common interest in giving back as a grateful patient or accelerating progress on a cure that may affect a loved one. We start by identifying crucial segments using your data or our own quantitative decision factors surveys. During in-depth discovery, we use the experience map to provide a visual cue to help donors recall specific episodes in their relationship. The experience map organizes the various touchpoints or interactions with your organization. This then aligns the various teams from development, VIP functions, clinical operations to perform with the donor in mind.
If you're looking to become or remain the chosen provider, Endeavor Healthcare has a 50 year track of record of using the Voice of the Customer to align marketing, operations and culture in unique...
Hospital marketers and outreach teams face continual pressure for engaging key stakeholders such as patients, physicians, and donors. While there are a range of audiences important for affecting...
In this presentation, Gelb and Emory share how they utilized a grateful patient donation to greatly improve patient enchantment.
Consider this common scenario: Your team has just received a wealth of information or feedback that will be highly useful for achieving your customer experience goals and improvement objectives....
Understanding functional and emotional needs of various customers is critical. Gelb Consulting outlines our approach to discovering such and taking action. Our goal with clients is to create a...
Our comprehensive approach provides a framework to understand the donor experience and the functional and emotional needs of high priority segments.
A message map has the unique advantage of visually representing your key messages in a concise format. Thus, it can be used quickly and is easily understood to create alignment and put effectively...
Our comprehensive approach provides a framework to understand the healthcare donor experience and the functional and emotional needs of high priority segments.
Our innovative techniques will capture deep insight into donor perceptions, attitudes and behaviors to enable strategic decision-making and increase advocacy.
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