Raising employee and patient satisfaction with social media.

by

Use social media to engage your customers! It seems like this is all anyone talks about these days – “the 10 best tricks,” “the three worst pitfalls” and don’t forget to tweet.

What if we dropped back a level and first engaged our employees. The Mayo Clinic did just that. In 2008 they launched a blog for employees called “Let’s Talk” to help explain and discuss a new strategic plan. They implemented an online vehicle allowing staff to propose ideas that could better their working environment or patient care. The Mayo Clinic also posts department blogs, videos and more for their staff. The point being, that the employees learn what the organization is doing from multiple channels and multiple points of view. They see their colleagues’ ideas and thoughts about proposed initiatives. They are part of the discussion and not on the sidelines waiting for whatever comes their way. They have a vested interest in the organization.

Maybe this is one of the reasons the Mayo Clinic is featured in Fortune’s “100 Best Companies to Work For” and why they have low-turnover rates and high patient satisfaction ratings.

People want to be a part of something they are proud of. It’s human nature. If they are part of the team they won’t want to be the person who drops the ball. And if they are happy and invested in their job they are one of the best ambassadors your brand can have.

I once worked with a company whose mantra was “take care of your employees and they will take care of the customer,” a pretty basic but important idea. You can tweet all you want about successes or new services, but an unhappy employee personally sours the patient’s or customer’s experience. So the next time you think about how social media can promote your brand, think close to home first.

 

Tags: , , , , , ,

One Response to “Raising employee and patient satisfaction with social media.”

  1. Engage Employees to Deliver Your Marketing Strategy « The Adams Group Blog Says:

    […] see how the Mayo Clinic is engaging its employees, you may also want to check out this earlier post by Liz […]

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s


%d bloggers like this: