By Steve Sullivan, National Sales Director

I spent an eternity last week with U-Haul trying to solve a simple moving problem. I may as well have been looking for the Coke recipe or Google’s current search algorithm.

We were looking for a certain sized trailer for a family member’s move to a new city. But searching for the trailer online, getting help from customer service, and then seeing the difference between what exists at the local U-Haul center and what appears online—each person we talked to seemed to have been speaking a different language. And this is not complicated stuff.

By: John Lavey | Hammock President/COO

We’ve observed an interesting nuance in the language used in marketing materials for behavioral health specialists—they refer to their customers as clients, not patients.

It’s a subtle difference, but it implies that the individual being served is involved in ongoing care. The language has evolved to encompass continuing care, not just one-off transactions.

By: John Lavey | Hammock President/COO

Trust has always been a cornerstone of the patient-physician relationship, and high levels of trust in medical institutions have remained steady in large opinion polls.

But as the forces of consumerism continue to transform the healthcare industry, the rules are changing—and content needs to keep pace.

By: John Lavey | Hammock President/COO

According to statistics from the U.S. Census Bureau, the average lifetime value of a healthcare consumer is $1.4 million. That’s an amazing number. Most people will probably spend more money on healthcare than anything else, including housing, schooling and even investments.

Despite that value, we are in the Dark Ages when it comes to providers’ ability to nurture that customer on a journey toward something that looks like loyalty.

By: John Lavey | Hammock President/COO

When it comes to improving customer service, healthcare providers are looking outside the industry for role models. Whether seeking out the lessons of legendary service providers such as The Ritz-Carlton or Disney, healthcare leaders are looking to learn from the best.

I recently had a conversation with someone in a high-level operations role for one of the leading cancer centers in the United States. The hospital had recently consulted with the famous New York City restaurateur Danny Meyer, who wrote a book about the transformational power of hospitality in business.

By: John Lavey | Hammock President/COO

A colleague recently decided to replace a rotting windowsill. He didn’t want to hire someone, so he researched what he needed to do, talked to friends who had experience, then did it himself.

As soon as he finished the windowsill, he noticed he needed to paint the window frame. As soon as he painted the window, he noticed the other windows in the house also needed to be painted. And so on and so on. Success became about making the entire house look as good as possible.

By: John Lavey | Hammock President/COO

The best kind of content is content that helps your customer solve problems and find greater success in what they do. In short, providing help not hype. Newly released data shows that high-quality content is more important than ever.

A recent report on B2B content consumption from Netline offers fascinating insights into the digital content consumption habits of decision-makers across a variety of industries.

By: John Lavey | Hammock President/COO

When I first saw someone present about gamification at a conference, I thought the concept was silly. Gamification uses elements of video games, like scoring points or earning tokens, to enhance a customer’s experience and increase their engagement with digital content.

But time has proven me wrong. I underestimated how powerful gamification can be to help create engaging content, change behaviors and deliver powerful results.

By Rex Hammock

This past weekend, 600,000 people visited Nashville to experience the NFL Draft live. In addition to all those cowboy boots on the ground, some 49 million NFL fans viewed the event via seven cable networks and an array of Disney digital properties.

If you’re not an NFL fan, pause now and let this next sentence sink in: There was no actual football game being played at this event—other than the game in which 32 billionaire owners select 254 players who hope to be millionaires soon.

By Steve Sullivan

Deciding on partners to help your business is a tough job. We must all decide: Is this function core to our business, or can we benefit from outside help?