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Satisfying Your Customers with Social Media

Posted May 06 2011 12:00am

The May/June 2011 issue of Healthcare Executives includes an article I wrote about using social media to engage patients in their Satisfying Your Customers column.  And, I've been invited to prepare a follow-up article for a later edition on satisfying employee and physician customers.  This is exciting for me since there is so much more to social media than just marketing to consumers.

For example, a HIMSS News article titled Social Media in Healthcare - What's Up Doc?  describes how a local support group for alcoholism incorporates social media for ever-present support.  The article also highlights a description of social media from my book :

"Social media are electronic tools that enhance communication, support collaboration, and enable users across the globe to generate and share content."

The key in this description is the word "users" which applies to consumers/patients, just as much as it applies to employees, physicians, board members, volunteers, vendors, strategic partners, donors, residents/students, and other healthcare stakeholders and customers!

By the way, if you have a great example of how your healthcare organization is satisfying your physician and employee customers using social media, get in touch with me or leave a comment and perhaps I'll include it in the article.

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