Hub Magazine just announced their 2014 Excellence in the Brand Experience awards.
The Hub Prize honors excellence in the brand experience, which they define as each and every opportunity to make or break the brand promise to a customer (shopper, consumer or business). A key consideration is whether the entry’s objective was to improve the daily life of the customer in some way, be it big or small, fanciful or profound.
Given the increasing importance of customer experience in healthcare systems and hospitals…
• as one of the only real differentiators for many organizations vs. local competitors
• due to impending changes brought on by the Affordable Care Act (e.g. financial benefits of better HCAHPS scores)
• and based on the fact that customers base their “brand experience” expectations on the best players in hospitality, financial services and other areas
…I thought it might be inspirational, and hopefully helpful, to see how some of the best outside category service brands deliver on their brand promises through customer experience.
Top “Hub Cup” award: Umpqua Bank (who I’ve written about before and who bring a fresh and exciting twist to the banking experience)
GOLD awards:CitiBike Bike Sharing System (Citi)
Life Safety Customer Experience Center (Honeywell)
SILVER awards: Time Warner Cable Flagship Store (Time Warner Cable)
BRONZE awards: Life’s Better When You’re Connected (Bank of America)
I hope there’s something here that inspires you in regard to delivering your healthcare system’s or hospital’s brand promises in ways that might make your customer’s lives better…in ways big or small.