Gelb Consulting

Experience Mapping for Destination Marketing

Thu, 11 Dec 2008 18:42:05 GMT

Experience Mapping for Destination Marketing
Start Date: 5-Feb-09 4:00 PM
End Time: 5-Feb-09 5:30 PM
Location: Forum for Healthcare Strategists, Las Vegas, NV
Speaker: John McKeever

Event Details:

John McKeever of Gelb and Jim Macksoud of the University of Michigan Health System will share their case history in building a destination marketing program for U-M's skin cancer service. By capturing and translating meaningful patient experiences into service improvement and authentic communications, healthcare organizations like U-M can create advocates out of patients. Examine how the University of Michigan Skin Cancer Program used experiential insights to guide their successful destination marketing program.

Forum for Healthcare Strategists

Improving Customer Responsiveness in Real-Time

Sat, 06 Dec 2008 16:13:11 GMT

Improving Customer Responsiveness in Real-Time
Start Date: 5-Feb-09 9:30 AM
End Time: 5-Feb-09 10:30 AM
Location: Forum for Healthcare Strategists, Las Vegas, NV
Speaker: Scott Smith

Event Details:

Scott Smith, COO of Outpatient Imaging for Memorial Hermann HealthCare System in Houston will share his experiences using Gelb's customer experience dashboards. Participants will learn how a healthcare organization can be more responsive to patients without relying on the results of traditional patient satisfaction surveys. Memorial Hermann installed its customer experience dashboards to get feedback DURING the patient experience. Actionable information is obtained faster, leading to higher "responsiveness" scores.

Forum for Healthcare Strategists

Peter Bishop Profiled in UH Alumni Magazine

noemail@gelbconsulting.com — Thu, 01 Jan 2009 02:00:00 GMT

Peter Bishop, Ph.D., has been a valued member of the Gelb affiliate team for years. His superior facilitation skills are used to help organizations develop consensus-based strategic decisions for their futures. Peter has led executive teams in scenario development for associations to Fortune 500 companies.

The University of Houston recently highlighted Peter's role in forming the first Future Studies program at the University of Houston. Read more about Dr. Bishop's contributions to the University of Houston and the "future" at: http://www.advancement.uh.edu/magazine/winter08/lastword.html.

31-Dec-08 8:00 PM

Online Surveys in the Oilfield

noemail@gelbconsulting.com — Thu, 11 Dec 2008 15:00:00 GMT

Each year, millions of employees and consumers complete online surveys that provide insight on customer satisfaction, employee feedback, product development, message testing, and more. Online surveys are the most widely-used tool in marketing research because they are efficient, cost-effective, and versatile.

Gelb has conducted qualitative and quantitative research for a wide variety of clients, and specializes in strategic marketing in the oilfield.

In this paper, we examine the advantages and disadvantages of online surveys, and our experience utilizing online surveys and research panels in the oil and gas industry. Properly done, using online research panels yields valuable market intelligence and enables tracking of changes within the industry.

Download the complete white paper here: Online_Surveys_in_the_Oilfield_Gelb.pdf

11-Dec-08 9:00 AM

Responsive Marketing: Customer Experience Dashboards

noemail@gelbconsulting.com — Thu, 11 Dec 2008 15:00:00 GMT

Traditional customer satisfaction surveys fall short of providing actionable information. As organizations wait for data collection and analysis, valuable time is wasted and “at-risk” customer relationships remain unchecked. Gelb’s Customer Experience Dashboard provides a cost-effective solution to this dilemma. This customer listening post is active at all times, and inquires are made to elicit feedback at times most relevant to the customer experience, not an arbitrary date. Most importantly, results are provided in real-time and escalated for action.

To download this article, please click here:

Responsive_Marketing_Customer_Experience_Dashboards_Gelb.pdf

11-Dec-08 9:00 AM

Experience Mapping - Growing by Understanding

noemail@gelbconsulting.com — Wed, 10 Dec 2008 20:00:00 GMT

The patient experience serves as the blueprint for designing patient-centric processes. With this in mind, a research technique called experience mapping can be an effective way to present visual cues to patients discussing their experience because it helps them more easily recall and discuss their expectations, needs, and areas of satisfaction.

This technique develops better insights by eliciting in-depth feedback from patients, physicians, and other stakeholders. In addition, experience mapping research can be cost-effectively conducted using internal or external resources. There are a number of applications for this technique. For example, one of the nation’s top cancer centers has utilized findings from research using experience mapping to guide the strategy for its Web-based patient portal, as well as to develop an institution-wide program for patient education. Other applications include referral process management, outpatient scheduling, and hospital to physician communications.

To download this white paper, please click here:

Expereince_Mapping_Growing_By_Understanding_Gelb.pdf

10-Dec-08 2:00 PM

Constructing a Better Brand Published in Marketing Health Services

noemail@gelbconsulting.com — Mon, 08 Dec 2008 13:00:00 GMT

John McKeever and Kathy DeVries of Barnes-Jewish Hospital provide guidance on how heatlhcare organizations can build high performance brands by beginning with a solid foundation.

Based on their collective experience in working with healthcare systems and academic medical centers, McKeever and DeVries outline several strategic questions that will make the case for change.

For a copy of the article, please request one by completing the article request text on this website. This article was originally published in Marketing Health Services, Winter 2008 edition.

8-Dec-08 7:00 AM

Len Berry Imparts Service Excellence Lessons at M. D. Anderson

noemail@gelbconsulting.com — Thu, 04 Dec 2008 15:00:00 GMT

Gelb's experience management seminar at M. D. Anderson Cancer Center was a great success. This seminar featured Leonard Berry, Ph.D., distinguished professor of marketing at Texas A&M University and a Gelb affiliate.

The M. D. Anderson marketing department welcomed over 80 communications, clinical and management personnel who gained insights into one of the world's leading service brands, Mayo Clinic. The presentation focused how Mayo Clinic effectively manages functional, mechanical, and humanic service clues to build their brand. Dr. Berry shared best practices identified and published in his book, co-authored with Kent Seltman, Ph.D., Management Lessons from Mayo Clinic.

The M. D. Anderson organization has been a large proponent of Gelb's experience mapping technique that embraces many of these principles. It was with great enthusiasm that they embraced these practices to identify benchmarks to monitor their progress toward service excellence.

For more information on Len Berry, please visit www.gelbconsulting.com/leonard-berry.

Click here to purchase the book: Link to Amazon.com.

4-Dec-08 9:00 AM

Getting a Price Premium is More than Just Supply and Demand

noemail@gelbconsulting.com — Wed, 03 Dec 2008 20:00:00 GMT

With drilling activity at all-time peaks and service companies strained to capacity, the prescribed response is to raise prices to maximize revenue. But not every oilfield product and service company has the same opportunity to increase prices without losing business. Our Gulf Research studies, conducted over the course of the past several years, have shown that the ability to command higher prices relates to customers’ trust in the organization.

The trust decision makers place in an oilfield brand can be measured. This is commonly referred to as brand equity measurement. At Gelb, we measure brand equity using multiple determinants including familiarity, customer value, consistent experience, and competitive difference.

For this complete white paper, please click here:

Oilfield_Customer_Loyalty_and_Price_Premium_Gelb.pdf

3-Dec-08 2:00 PM

Advertising Techniques Revealed

noemail@gelbconsulting.com — Wed, 03 Dec 2008 12:00:00 GMT

Advertisements can be pretested at several points in the creative development process. This report examines some of the common methods used in pretesting research. The creative process consists of several stages, typically:

1. Creative strategy stage

2. Layout stage

3. Pre-production stage

4. Post-production stage

Authors John Elmer and Partha Krishnamurthy, Ph.D., evaluate different types of commonly used advertising techniques and suggest some more sophsticated, but effective, methods used by best practice marketing organizations.

Click here to review the entire article: Advertising Testing Techniques Gelb.pdf

3-Dec-08 6:00 AM

When Appearances Are Deceiving

noemail@gelbconsulting.com — Mon, 01 Dec 2008 17:00:00 GMT

Gabe and Betsy Gelb provide a fresh prospective on imitation not being a form of flattery, but a business issue that organizations must defend against. When it involves the look and feel of a product or package, a concept known as trade dress, the repercussions can be serious.

This article appeared in December 1, 2007, edition of the MIT Sloan Management Review/Wall Street Journal.

Review the article in its entirety by following this link:

http://sloanreview.mit.edu/business-insight/articles/2007/6/4967/when-appearances-are-deceiving/

1-Dec-08 11:00 AM

Experience Mapping: Fuel for Your Marketing Organization

noemail@gelbconsulting.com — Sun, 30 Nov 2008 19:00:00 GMT

Missouri Hospital Association featured John McKeever, Senior Vice President at Gelb, during their annual meeting held in November. The session explored ways marketers should use experience management to improve marketing effectiveness.

His presentation provided the case to effectively manage customer experiences citing research from the Forrester Customer Experience Index, Journal of Marketing, and Journal of Services Marketing. The presentation provided clear steps on how to understand, define, deliver and monitor customer experiences.

Audience feedback included:

"It was very interesting and well done."
"One of the most applicable, timely and extremely useful breakout sessions in quite some time. Great job MAHPRM board."

"Excellent information that can be readily applied."

"Thank you for a very insightful, useful and best practice presentation instead of the usual/typical sales pitch."

"Probably one of the better speakers MAHPRM has invited."

If you would like to participate in a web-based version of this presentation, a copy of it, or have an event for which you would like John to speak about customer experience management, please contact Ky Camero at kcamero@gelbconsulting.com.

30-Nov-08 1:00 PM

New Website and Offices for Gelb

noemail@gelbconsulting.com — Wed, 10 Dec 2008 14:00:00 GMT

Gelb Consulting Group is pleased to announce that they have launched a new website and opened a new headquarters office in Houston. As 2008 draws to a close, the strategic marketing firm has much to celebrate and look forward to in the New Year. New Gelb Website The website showcases Gelb’s new brand identity and offers visitors several exciting new features to keep their pulse on the latest marketing hot topics by signing up to receive white papers and up to the moment RSS feeds about Gelb. Visitors have the option of signing up to automatically receive the latest Gelb white papers or simply download them online. The Gelb website currently offers access to the following articles: -Experience Mapping - Growing by Understanding -Constructing a Better Brand Published in Marketing Health Services -Getting a Price Premium is More than Just Supply and Demand -When Appearances Are Deceiving In addition, the website features a calendar listing upcoming Gelb seminars, lunches,...

Healthcare Blog

Tue, 05 Aug 2008 22:59:43 GMT

JM's blog

Oilfield Technology Blog

Tue, 05 Aug 2008 22:50:40 GMT

JE's blog

Lorem ipsum survey

noemail@gelbconsulting.com — Mon, 14 Jul 2008 21:59:19 GMT

Objectives:

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Release Date: 14-Jul-08 4:59 PM
Expiration Date: 14-Oct-08 4:59 PM

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2008-07-14T21:59:18Z

Instructor: Instructor

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