The No Normal Show by BPD

Resources United Airlines "Fly the friendly skies" campaign Delta Airlines personalization example Takeaways Why brands are like people  Brands are kind of like people – some you want to be around, some you don’t. Modern brands build positive connections with their audiences through thoughtful interactions.   Healthcare is inherently “human,” which gives healthcare brands an opportunity to build l...

Resources from today's episode Who is the COVID-19 vaccine for? Why you should be looking closely at Optum's acquisition of Change Healthcare Takeaways We've changed ... now what? COVID-19 spurred new trends in how health systems deliver care, including the pace of play, focus on alignment, consumer attunement, and inclusive branding. Healthcare marketers should continue these trends into the futu...

Resources in Today's Episode: Setting the stage for Rapid Renewal Consumer trends report Amazon expands Amazon Care Chicago Trump Tower vaccinated early – thanks to hospital COO who lives there DispatchHealth raises $135.8 million in series C Key Takeaways Introducing Rapid Renewal Rapid Renewal is a phase of the No Normal representing healthcare's recommitment to long-term transformation.  COVID-...

Takeaways A wide geographic footprint doesn’t come without its challenges  Spanning 29 states, LifePoint Health needed to keep a constant pulse on the state initiatives affecting each of its markets. This required a clear and constant line of communication with the compliance team.   The marketing and communications team’s greatest challenge was tracking and responding to changes across markets. F...

Resources from today's episode If air travel worked like healthcare  Takeaways Definitions shape how we see consumerism  The way we understand “consumerism” has changed to focus on transaction rather than choice. Language shapes our relationships with the world, and healthcare often looks at consumers too narrowly. For instance, “patient” may not be the most personalized way to describe a relation...

Resources from today's episode New Consumer Survey Findings Report California vaccine sites see misuse of codes meant to prioritize Black and Latino residents Last week’s episode with Amy Comeau at Emory Healthcare Vaccine makers Pfizer and Moderna pledge massive boost to U.S. supply after sluggish rollout Five Long-Term Consumer Behavior Changes Due to COVID-19 Retail Health Clinic Engagement Ris...

Resources Data Confirms Alarming Trend: Covid-19 Fears Are Causing Americans to Avoid the Doctor’s Office and Delay Routine Care  Use and Content of Primary Care Office-Based vs Telemedicine Care Visits During the COVID-19 Pandemic in the US  Takeaways Defining your COVID-19 CRM strategy Emory healthcare implemented a CRM strategy in 2019 but had no real intention of mass communication with patien...

Takeaways How to make the media your ally, not your enemy Take a transparent, partner-first approach to media, leveraging their networks to get standardized information to the public.    Baystate Health invites the media to virtual briefings in which the health system answers media questions in the order of the RSVP list. This approach reduces the number of duplicative inquiries, standardizes mess...

Resources from today's episode Patient No Longer: Why Healthcare Must Deliver the Care Experience That Consumers Want and Expect (Ache Management) Through the Patient’s Eyes: Understanding and Promoting Patient-Centered Care Chilling trend: A longer, deadlier pandemic Takeaways Delivering the care patients expect “Through the Patient’s Eyes,”  set the stage for a new, patient-centric paradigm in h...

Resources from today's episode Health workers, stuck in the snow, administer coronavirus vaccine to stranded drivers  Washington state hospital apologizes for prioritizing top donors for COVID-19 vaccine  Framing What We Do with a Noun or a Verb: Are we “___ing”?    Takeaways Need for speed COVID-19 has accelerated change, requiring health systems and their marketers to find new ways to move faste...

Resources from today's episode   The Principles for The No Normal Show    Biden inheriting nonexistent coronavirus vaccine distribution plan and must start 'from scratch    Live Updates: Biden Confronts a Confluence of Crises    Takeaways Vaccine distribution challenges With limited supply and visibility into future supply, health systems across the nation sit between a rock and a hard place when...

Resources in Today's Episode: WHO infodemic management 50 actions tracker Johns Hopkins COVID-19 profiling by country The online competition between pro and anti-vaccination views Key Takeaways The Infordemic Landscape An infodemic is the widespread sharing of misinformation (false information spread accidentally) and disinformation (false information spread with an agenda) that makes COVID-19 int...

Resources in Today's Episode: “The Fifth Risk” by Michael Lewis   Key Takeaways Lay of the land as a New President Takes Seat Biden faces unusual constraints as he plans to enter office, including walking into multiple crises on day one: The COVID-19 pandemic will continue to get worse over the coming weeks, the U.S. is facing major economic issues, including a cybersecurity hack with details unkn...

Resources in Today's Episode: Mayo Clinic's Presentation Slides Five Long-Term Consumer Behavior Changes Due to COVID-19   Key Takeaways Do We All Have an Equal Chance for Health?  How to Forecast the Future On an annual basis, Mayo Clinic looks for a collection of trends. Some trends are healthcare-related, and some are macro-related and are affecting every industry. They take the trends and pred...

Resources in Today's Episode: ‘ 1619,’ a Podcast From The New York Times. Seeing White Podcast From Scene on Radio The Radical King book by Martin Luther Dr. King Jr. Stamped from the Beginning  book by Ibram X. Kendi   Key Takeaways Do We All Have an Equal Chance for Health?  Wealth, class, and zip code can define your health. For Norton Healthcare and its community, West Louisville is where the...

Resources in Today's Episode: A New Resource by ReviveHealth:  Un-covered Why the “Missing Domino” Matters So Much   Key Takeaways End of Year COVID-19 Updates  America is once again breaking the record for the highest number of COVID-19 cases within the last nine months. People think the vaccine is a "silver bullet," and therefore, are beginning to relax more knowing it is coming, but it's not th...

Resources in Today's Episode: Modern Healthcare Article : Insurers will owe massive MLR rebates next year, even if 2020 is normal Modern Healthcare Article : Michigan Blues partners with wellness center company The Changing Consumerism Landscape Webinar on November 18th at 12:00 PM CST The Value Crisis for Health Systems Webinar on November 19th at 12:00 PM CST The Case for a Post Health System Br...

Findings from a COVID-19 Vaccine Survey When it comes to determining if the COVID-19 vaccine is safe or not, consumers trust their doctors, health systems, and federal health officials more than anyone else. Hospitals will need to figure out if they require staff to get the vaccine before returning to work? Physicians must be involved in the system's external response to the COVID-19 vaccine and a...

Key Takeaways Key Takeaways How to Improve The Financial Experience for the Patient  Avera Health is are creating a contemporary "shopping" experience for consumers that involves creating tools on their website, which will display pricing for its patients. They're developing a pricing strategy that optimizes competitor price points and creates a more agile pricing system. Which involves surveying...

Key Takeaways How UNC Health is Using Consumer Insights UNC Health leverages consumer insights by transforming consumer data into meaningful and actionable insights that empower business decisions. The goal is to predict consumers' behaviors, attitudes, and motivations. Thus, they have new capabilities to know consumers well and build an emotional blueprint to understand consumers' emotions that c...

Key Resources HANYS Report on Report Cards Jackson Health System Care Quote Jackson Health System Quality Data Platform Key Takeaways Jackson Health's Transparency Philosophy When there is clarity about what public institutions are doing, it allows them to create buy-in and build alliances within the organization. With Jackson Health System being a public hospital, they've embraced the idea of tra...

Key Takeaways State of the Presidential Race Biden has had a lead of 7-10 points in the presidential election since the Summer of 2019, and that trend is currently continuing. The Impact on Healthcare We came into this year with healthcare as the top issue of the election, but since COVID-19 hit the U.S., it hasn’t played as large of a part as many thought it would since the beginning of the year....

Key Takeaways Brand Management at Procter & Gamble One of the core truths at Procter and Gamble (P&G) is that the consumer is boss. The brand manager’s responsibility is to fully understand the consumer’s needs and how they make decisions. With this knowledge and role, they were the leaders within the organization. Winning the Moments of Truth Zero Moment of Truth: refers to the moment when a cons...

Key Takeaways Defining Health Disparities Health disparities are present when two populations that, theoretically, should be receiving an equal amount of care are experiencing different outcomes. Differences between these populations are less about race and more about socioeconomic class and zip code. Impact of COVID-19 on Health Disparities The combination of COVID-19 and America’s recent state o...

Resources in Today's Episode New York Times Article   Key Takeaways Creating A Marketing Plan Due to the COVID-19 crisis, there was very little margin in the spring and summer months to create a formal plan for this year — much less, for 2021. Despite the No Normal, creating a plan for 2021 is still a useful practice — even if the plan doesn't hold up. When creating a plan, determine your approach...