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“A new breed of analytics for VoC data is transforming not only the amount of customer insight that can be made available, but also the speed at which it is delivered.”

Usually we keep up with our industry trends and news by reading from the more common business magazines, Wall Street Journal, Fast Company, PharmaVoice etc… But every now and then an article pops up from an unconventional source that is worth a read. This article on the science and stats around ‘voice of the customer research’ was one such article. I wanted to pass it along to you as a reminder on the value of customer feedback. Enjoy the read!

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American Cancer Society widens & deepens its impact through content

When it comes to business reading, we get most our articles from the top news sources. Sometimes it’s refreshing to see something we don’t read every day. The following attachment is a case study from the American Cancer Society. It details how they developed a content intelligent system so they could better share content. I thought this was right up your alley so I’m passing it along. Click the link here to view the slide deck. cs-acs-contentintelligence-amass-160225175439

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“The table is just the start” says OpenTable’s updated brand

Although I often share articles and industry trends from common news sources, every once in a while a more obscure piece comes across my desk that I feel compelled to share. This is a case study for the popular restaurant-reservation app, Open Table. Maybe you’ve used this app, but regardless, the case study is a terrific branding example and I thought you would appreciate it. Click the link to a PDF of the branding case study presentation from Brandfolder. opentable_casestudy_final “What began as a simple restaurant reservation service is now a transformative force in the way restaurants and customers interact. […]


Can an electronic nudge help doctors do the right thing when it comes to patient care?

In a study published February in JAMA, Dr. Jeffrey Linder and colleagues tested three “behavioral interventions” to prevent inappropriate prescription of antibiotics for acute respiratory-tract infections. After receiving a primer in appropriate prescribing, 248 physicians in 77 primary-care practices in Boston and Los Angeles, including Brigham and Women’s Hospital practices, received one or more interventions. Prescribing rates for the different groups were compared for 18 months before and after the interventions were turned on. A control group had no interventions. One intervention, “suggested alternatives,” presented doctors with a range of choices suggesting nonantibiotic treatment; a second, “accountable justification,” prompted clinicians […]


6 new follow-worthy medtech innovations

From growing blood vessels in labs to applying advanced nanotechnology to cancer testing, here are some emerging technologies that could have a big impact on medicine in coming years. Engineered blood vessels from Humacyte Inc. Smartphone-connected smoking-cessation device from Chrono Therapeutics Neuromodulation from SetPoint Medical Neural-bypass technology being developed by researchers at Battelle and Ohio State University Surgical robots from researchers at Vanderbilt University A noninvasive lung cancer screening from Northwestern University and Preora Diagnostics Read more detailed assessment from Joseph Walker.

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Branding with sound — inspiration from “Magic Carpet Ride”

Released in September 1968, Steppenwolf’s “Magic Carpet Ride” became one of rock’s first songs to open with an extended passage of guitar distortion. The eerie prologue lasts 20 seconds and includes chugging electronic tones before dissolving into the song’s rhythmic power chords and blues-rock vocal. The such an iconic rock sound — and an unforgettable part of their brand. During a recent branding assignment, we had an opportunity to apply this concept of sound branding. When designing the campaign (which included a website, video, and interactive training CD) we kept in mind the characteristics of the logo and included a […]

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How to add StrengthFinder attributes to brand personality workshops

In facilitating workshops on brand personality, we often ask participants to “ladder up” to emotional attributes and core values. Similarly, in StrategicGPS workshops, we must articulate a vision of “where we want to be” to better serve the patients, HCPs, and other stakeholders. But often the ideas are limited by the group using the same strato-words (like “confidence” or “control”) – a factor of limited time and reliance on familiarity. One technique I’ve used for new descriptions is the attribute list in StrengthFinders 2.0, the longstanding business bestseller. Create a card deck of these attributes The Facilitator can prompt classic […]

The world needs an N-of-8 group of leaders

My latest book, N-of-8 opens with the line, “A small group of eight people has the power to change the course of an organization – or even an entire market.” On a larger scale, a group of leaders can change the world. And our world needs them now. Read about the power of a “genius cluster” in Peggy Noonan’s column from The Wall Street Journal:   The leaders of the world aren’t a very impressive group right now. There’s a sense with some of them of playing out a historical or cultural string, that they’re placeholders in some way. Many […]


How to Make Hospitals Less Deadly   Recently updated !

Doctors’ errors annually kill hundreds of thousands of Americans. Here are five reforms that would bring down the death toll. Few things are deadlier than doctors’ screw-ups. NASA’s chief toxicologist calculated in 2013 that medical error kills between 210,000 and 440,000 Americans each year. Only heart disease and cancer have a higher body count. Some progress has been made: The number of hospital-acquired conditions dropped 17% from 2010-14, according to the Agency for Healthcare Research and Quality. But that report excluded diagnostic errors that occur in outpatient settings—such as missing a cancerous lesion—and cause some 100,000 deaths per year. Many […]

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MAKING OF A MODERN CLINIC: Inside Kaiser Permanente’s plans for new health hubs

The first thing you notice when you step into the exam room at the new health center in Manhattan Beach, California, is the roomy leather exam chair. Instead of forcing patients to perch awkwardly—as a standard, paper-covered table does—it allows them to sit eye-to-eye with their doctor, who can summon X-rays, lab results, and even real-time specialist consultations on a wall-mounted touch screen, or send prescriptions to an on-site pharmacy via a tablet. Sitting smack in the center of the room, the chair ensures that everything literally revolves around the patient. That’s exactly the point. According to Kaiser chairman and […]