By John Lavey | Hammock President and COO

Mapping Experiences,written by Jim Kalbach, is a classic for marketing professionals who want to map customer experiences and design stronger ones.

The book has a wealth of practical ideas, and this one in particular has stuck with me: “When we map customer experiences, we are effectively mapping jobs to be done.” And there are three dimensions to checkoff within each job:

By: John Lavey | Hammock President/COO

I had an experience this week that showed me that the first priority of any healthcare marketing aimed at patients must be a better customer experience. To use the phrase learned in medical school training: primum non nocere (First, do no harm).

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

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.