Customer Experience Marketing

Get 25% off on Rutgers Mini MBA in Customer Centered Management

February 28th 2019

For the first time ever, the Rutgers Business School is allowing instructors to give a 25% discount to programs they teach. That means you can take the mini MBA in Customer Centered Leadership I’m co-instructing this April, and pay less because you read UsefulArts.

Customer strategy foundation: SEC analysis determines how customers buy

January 30th 2019

Knowing whether buyers conduct consideration with complete, partial or minimal information about the qualities of goods they seek is an essential starting point for customer experience strategy. This post describes this technique and dynamics buyers encounter in considering purchasing each type of goods.

Webinar Invitation: Building Strong Hospital Digital Experiences with Connective DX and Johns Hopkins

January 4th 2019

Hear the top findings from this year’s Hospital Digital Index (HDX-15) Research Report, and catch a guest appearance by Aaron Watkins, who leads digital strategy at Johns Hopkins Medicine.

Webinar Invitation: Building Strong Digital Experiences with Connective DX and Mayo Clinic

December 17th 2018

One of fun parts of writing an annual benchmark report on the digital strength of some of the best hospitals in the U.S., is the chance it gives me to get to know some great digital and innovatiobn teams, and the stories behind the work featured in my coverage.. Please join me for a free educational webinar on January 9th, when Lee Aase of Mayo Clinic and I will discuss this year’s HDX-15 report and their work as a innovative healthcare leaders.

China Now Has Non-Staffed Minute Clinics and Pharmacies – Time to Raise Your Innovation Goals?

November 23rd 2018

One of the largest insurance companies in China plans to open doctorless clinic booths at a rate of over thirty a day. That’s Ping An’s plan, come get the details and how this might inform your own transformation planning.

Connective DX’s HDX-15 Report wins healthcare marketing Gold Award

October 25th 2017

Congratulations to my colleagues and everyone who helped create the Hospital Digital Experience (HDX-15) report, which has won recognition from the eHealthcare Leadership Awards as a best annual or special report. Its rare when an industry gives an award to an agency for marketing within it, but that’s what Useful Arts is about – the challenge for brands to stand for something more.

Mount Sinai Hospital emerges as a new digital experience leader in updated HDX-15 report

June 14th 2017

The second edition of the HDX-15 report shows a new entrant, New York’s Mount Sinai Hospital, as a new leader among an elite class of healthcare marketers.

Introducing Wieneke’s Customer Value Buckets

March 15th 2017

Everyone’s Uber moment lies somewhere ahead. Ultimately, our customers determine when and how that shift will happen. Meanwhile, leaders seek to make disruptive moves their audiences will value over their alternatives. This week my agency’s newsletter highlighted Wieneke’s Value Buckets, which is a technique I’ve developed to help align cross disciplinary teams around how customer create value for companies. Take a look.

Strategic Change is a Value Judgement: Insights for Digital Transformation Leaders

January 21st 2017

Not all change is wise, but nearly all change is resisted. To overcome organizational inertia and lead the way to transformation, you may need the strategic clarity that only the delete key can deliver. Here are some tips from from the front lines of digital consulting on creating alignment for change.

Free Webinar Tuesday: Scoring Patient Experience On The Top US Hospitals’ Websites

November 13th 2016

The Society for Healthcare Strategy and Market Development is hosting a free educational webcast featuring my friend Jared Johnson of Phoenix Children’s Hospital and me discussing the Hospital Digital eXperience (HDX) Index — and how to use baselining to prioritize your digital road map.