Keep things simple urges branding expert Alan Siegel in this TED talk.
Says Siegel, "It's incumbent on us to make clarity, transparency and empathy a national priority." A national priority, or a competitive advantage for those few organizations willing to challenge the old ways of thinking and communicating.
Instead of waiting for simplicity-mandating legislation to be passed (a bill that's certain to exceed 1,000 pages...) why not move aggressively to turn your hospital into one known as the EASIEST to do business with? Might that resonate with at least a few key market segments?
What if you redesigned all your forms to be clearer, simpler, shorter and more understandable? What if you issued a "No fine print" edict?
Are your bills incomprehensible because you prefer it that way? Because your competitors' bills are just as bad and you're comfortable being no worse than anybody else? Or is there an opportunity here to educate, connect and inform? Do you find any value in "educating, connecting and informing?" (If not, I'm pretty sure you're reading the wrong blog.)
Are your lawyers and revenue cycle consultants driving your customer communication?
What if your Forms Committee was challenged to think differently, to help build your organization's competitive advantage instead of being known as "The Committee Where Other Committees Go To Die."
Why not cleanse your customer-facing processes of steps that can't be justified beyond "Well, it's just our policy."
Watch the video...
Says Siegel, "It's incumbent on us to make clarity, transparency and empathy a national priority." A national priority, or a competitive advantage for those few organizations willing to challenge the old ways of thinking and communicating.
Instead of waiting for simplicity-mandating legislation to be passed (a bill that's certain to exceed 1,000 pages...) why not move aggressively to turn your hospital into one known as the EASIEST to do business with? Might that resonate with at least a few key market segments?
What if you redesigned all your forms to be clearer, simpler, shorter and more understandable? What if you issued a "No fine print" edict?
Are your bills incomprehensible because you prefer it that way? Because your competitors' bills are just as bad and you're comfortable being no worse than anybody else? Or is there an opportunity here to educate, connect and inform? Do you find any value in "educating, connecting and informing?" (If not, I'm pretty sure you're reading the wrong blog.)
Are your lawyers and revenue cycle consultants driving your customer communication?
What if your Forms Committee was challenged to think differently, to help build your organization's competitive advantage instead of being known as "The Committee Where Other Committees Go To Die."
Why not cleanse your customer-facing processes of steps that can't be justified beyond "Well, it's just our policy."
Watch the video...
Comments
I commend this to ALL those who render service as a business, and actively seek those who perform in this fashion. Kudos, Steve!!
Jerry