by Jodi Amendola | Nov 21, 2017 | Blog
A Secret “Trick” to Add to Your 2018 PR & Marketing Strategy
With Thanksgiving around the corner, it got me thinking: one day simply isn’t enough to contemplate all there is to be grateful for. Especially when adding our professional blessings to the mix, like the partners, colleagues and employees who contribute to our success. So let’s give thanks for more than just one day and create an ongoing thankfulness program as we plan our 2018 marketing and public relations initiatives.
Giving thanks and showing gratitude is an obvious yet often overlooked gesture in our fast-paced work day. Too often, we just shoot a quick text or email (if that) and check it off the “to- do” list. Remember the days when we actually went to the Hallmark store and bought a card and wrote a personal note? I had one team member who actually took the time to write me a four-page thank you note recently. WOW! It truly meant the world to me and is something I won’t forget anytime soon.
Now imagine if we all took the time to regularly give those who impact our professional success that same “wow” factor. If sincere, it can have a tremendous impact on performance, sales and overall happiness.
Let me give you another example. Last month, we celebrated our 14th anniversary at Amendola. We commemorated the milestone with a companywide retreat, bringing together all 20+ 
employees to collaborate, brainstorm and unwind for a couple of days. We spent so much time and money planning activities, entertainment, meals, hikes, etc. but at the end of the event, what was the activity that had the most positive feedback? The awards ceremony!
This fun event gave me the opportunity to demonstrate my gratitude to each member by sharing stories, memories and anecdotes about how each team member is a unique and valuable asset to the organization. As the crowning touch, I presented each team member with a certificate that included their own unique designation.
For the veteran PR account director who I know won’t rest until she gets her client a coveted media placement or top tier speaking engagement, I presented with the “Commitment to Excellence” certificate. For the young millennial social media manager who lives, sleeps and breathes new ways to create huge online followings for our clients, I presented with the “Rising Star” certificate. And for the tireless media relations wiz that regularly gets PR mentions in publications that for others are impossible to crack, I presented with the “Winning Streak” certificate.
And so on for every Amendola team member. I wanted them all to know that they are appreciated and that their efforts don’t go unnoticed. Our tremendous growth and success would not be possible without each one.
You will need deep pockets for public relations, social media, content marketing and marketing communications activities (hint, hint!) to stand above the crowd in 2018. But don’t forget about your most important assets: your team, clients and partners. As you plan for the holiday season and into the trade show blitz, I urge you to put aside some time and some budget for personal notes/direct mail, emails and blog posts giving thanks and gratitude to your internal and external clients.
Of course, you may want to implement an awards program, too, or donate money in your clients or team’s honor. Whatever approach you take, just remember that a personal thank you goes a long way and will be remembered with appreciation.
Happy Thanksgiving, and a special thank you for all who have helped me and supported both me and Amendola Communications along the way! I am so grateful for my team, clients, prospects, media, analysts, and of course, my family.
With heartfelt appreciation,
by Matt Schlossberg | Nov 8, 2017 | Blog
“Marketing is no longer about the stuff that you make, but the stories you tell.”
Seth Godin
Roaming the Exhibit Hall at HIMSS17 last year, I found a truly unique healthcare solution. It solves seemingly intractable problems with uncommon grace and simplicity. It’s intuitive, innovative and disruptive. I predict that it will ascend the rarefied summit of “Revolutionizing How Healthcare Happens.”
What was this paradigm-shifting solution and what was the visionary company behind it?
All of them. All 1,323 exhibitors at the conference.
OK, maybe a few expressed a bit more modesty. But with varying degrees of word choice and hyperbolic intensity, most used this highly subjective template to describe their solutions. Their baby is the most beautiful in the world just accept it.
But words that once felt so tantalizing and full of possibility have become eye-glazing clichs. Worse, they are beginning to subsume good storytelling, like a lush and varied landscape overrun by kudzu.
We’re being “disruptive’ over here!
We live in an age of multi-media communication. We can slice-and-dice any demographic, curate content a million different ways, and measure it all more precisely than ever before. But somewhere along the way, many of us have forgotten how to tell a story and tell it well.
Healthcare is full of terrific and, yes, innovative solutions. However, the signal you believe you are projecting into the marketplace with slick marketing and flashy buzzwords is just another forgettable layer of noise. Old-fashioned storytelling, on the other hand, is a method that more readily sticks in the minds of editors and customers.
Lions and Gazelles
The journalism profession is shrinking and de-centralizing. The newspapers and magazines that aren’t shuttering are dramatically reducing staff and tightening the purse strings. Healthcare journalism is no exception.
Here’s an example. The HIMSS Annual Conference is the largest health IT tradeshow in North America. For many healthcare professionals, this show sets the agenda for the rest of the year. In 2015, 126 editors registered for the Conference one for every 10 exhibitors.
In 2017, only 76 editors registered one for every 17 exhibitors. And a number of those “editors” were actually in sales, seeking ad and sponsorship dollars. Plus, these editors aren’t just roaming the Exhibit Hall. They’re also interviewing keynote speakers, attending education sessions, hosting their own meetings and trying to jam it all into four days.
Think of it this way: Your healthcare company is one of 1,300 lions chasing at best 60 gazelles. A lot of you are going to go hungry.
“But our platform is scalable across the enterprise”
This is not to say that your solution is not revolutionary. It’s probably great! Terrific but guess what? Everyone else is saying the exact same thing about their solutions. Trust me, as a former healthcare reporter and editor, buzzwords were pure white noise. If you want to bag earned media in a shrinking media landscape, you need to up your game. You need to tell me a story.
Ideas Over Solutions
It would be easy enough to blast out yet another listicle of stuff you need to tell a good story. Here are 344 million of them via Google.
I would rather tell you how much I hated science as a kid.
A teacher in a too-short clip-on tie would blandly recite an endless list of equations, scientific jargon and theories until the bell rang for recess. I was temporarily free from the deadly boring grasp of arcane measurements cooked up by a bunch of Europeans who have been dead for 500 years.
None of what I was taught was wrong. It just didn’t mean anything to me.
Around that time, PBS aired Cosmos: A Personal Voyage. It was written and narrated by Carl Sagan, the famous science popularizer.
Sagan discussed all the same equations and theories and dead scientists as my teacher did. Some of it I understood, some of it I didn’t. But the difference was how all those facts connected to tell a 14-billion-year-old story. I was able to understand how all those discoveries impacted the world I lived in. Suddenly, the universe wasn’t a C+ on a future pop quiz. It was impossibly big and beautiful, brimming with weird worlds and strange physics. It was vast and violent and without mercy. And I was a part of it!
I don’t remember the name of my science teacher, but I remember Carl Sagan and the story he told in Cosmos.
All those capabilities and features of your healthcare solution what deeper story do they tell? How do they impact the lives of the people who will use them? How does it add to the larger healthcare stories being told today?
It’s not enough to say you’re innovative. People don’t connect to “innovative.” They connect to stories.
Your story might be big. It might be small. But if it’s meaningful, if it connects, it will find an audience. Tell a great story and your solution will rise above the noise.
by Heather Caouette | Nov 1, 2017 | Blog
Key elements to a successful product launch
In most industries, and especially with technology, continuously innovating is a requirement for maintaining and expanding market share. Releasing new products and features requires several months of strategy and development, the completion of which is met with great fanfare within the company. Now, you need to share this advancement and sell it to customers.
In a world that is always looking to the next greatest thing from iPhones and the latest Star Wars installment to artificial intelligence how do you stand apart? Here are some points to hit so your new product/significant upgrade receives the appropriate attention.
Know the level of your announcement: Put yourself outside of the company for a moment. Is this an enhancement or tool that will matter to current or potential customers? Sometimes, companies are tempted to announce tools that may have required a fair amount of development work but are not significant to their general audience. Refrain from issuing a press release with all of the bells and whistles unless it is a new product or a significant upgrade, such as version 2.0. Targeted e-mail outreach may be a better medium for reaching your desired audience if only a subset of customers will find it pertinent.
Focus on the benefits: The tendency for many is to talk about features and discuss innovation for innovation’s sake. Don’t fall into this trap. At the end of the day, the goal is for people to use your new widget. Think about the benefits this solution brings to current and potential customers, and focus on those. If you have an idea of how much efficiency will be realized or money will be saved, consider creating an infographic that will visually demonstrate these advantages.
Include quotes: The customer is always king, or queen, and there is no exception with new product announcements. As much as people want to be on the cutting-edge, the minds of potential buyers are put to ease knowing that someone has been there first. It also shows that a peer views this as a good idea. Another way to show market demand is through a quote from an industry analyst.
Show market demand: This can be accomplished through a quote from an industry analyst or through survey results. It is great to point to a survey that finds 90% of people struggle with a problem and then announce you have the solution. Show that you are listening to the market and addressing its concerns.
Ensure spokespeople will be available: The press release is out and members of the media want to write about it. Make sure the people quoted in the press release, or a close approximate, are available for interviews in the days following the announcement.
Educate internal teams: It is easy to get tunnel vision with the launch of a solution and forget to involve additional teams that may be impacted by this announcement. Have sales and support been brought up to speed? If someone calls about the new product just announced, will they know how to answer basic questions? Many companies have been guilty of missing this step, at one time or another, although it is important. If this is a significant release, or one that differs from your core business, consider developing an FAQ that internal teams can reference to learn more.
Fill your marketing toolkit: Where will your customer learn more about this new solution? On launch day, be ready with some, if not all, of the following:
- Press release announcing the new solution
- Product-related product page/microsite
- Data sheet
- Screen/product shots
- Pre-approved social media posts
- Beta customer references (if available)
A product launch is an exciting event with many moving parts. With the proper planning and coordination, it can be executed seamlessly and show your company as the experienced innovator it is.
by Julie Donnelly | Oct 25, 2017 | Blog
There is a persistent stereotype of public relations professionals as “spin doctors.” We’re hired guns aiming to put lipstick on a pig, pull the wool over someone’s eyes, or <insert any other cliched maxim here>. The last thing we would do is tell clients to lead with empathy, telling honest stories from the heart.
In truth, PR folks want to help companies clarify, amplify and distribute their message and their mission. Often, innovators are too close their own products to effectively tell their own stories. To speak for them, PR people must first understand what drives the company from its origin story to the everyday passions of the company’s employees.
Listening is the most important skill in PR. Empathy is the most important mindset. And nowhere is this as vital as within the healthcare industry.
Hundreds of thousands of people work across the American healthcare system with a single, shared goal: to help people. It is easy to lose sight of this. Insurers, hospitals, life sciences companies, health tech startups and other healthcare vendors struggle to respond to a buffet of financial and regulatory challenges that are amplified by the current transformation to value-based care.
One Boston hospital CEO described it best when she said that the biggest struggle for most healthcare organizations is “having one foot in the boat and one foot on the dock.” Many providers have made significant strides towards goals such as shifting to pay-for-performance contracts, launching population health programs, or modernizing their payment systems to reflect consumer-driven health plans. But extending clinical and patient experience best practices to every last patient remains an elusive goal for most.
It is fair to say that our healthcare company clients all have one thing in common they are all working to help healthcare providers (or insurers or employers) to get “both feet into the boat” when it comes to value-based care. Understanding the importance of this mission, and its inherent challenges, is our first job as healthcare PR professionals.
Our second job is to help clients to lead with empathy, by guiding them back, again and again, to their core value helping customers tackle the goals of the Triple Aim. Here are three ways healthcare companies can cut to the core of what matters, tell their company story effectively, and gain customer loyalty:
Everyone is a patient
Some of the most effective and memorable client communications I have seen draw on the healthcare experiences of CEOs, other C-suite executives, researchers, other employees, or their families. We all have stories of instances when the healthcare system has not delivered on its promise, and these experiences often drive the development of new solutions among healthcare companies. Meeting “unmet medical needs” begins with sharing what these needs are and why they are important with a variety of audiences. This is often best done through personal stories.
See the caregiver
The decisions made by healthcare providers on a daily basis have life-changing consequences. Many of our clients aim to make those decisions easier, by offering evidence-based content support, by getting rid of background noise that can cloud judgment, or by simply shaving time off each clinician’s administrative burden. If healthcare companies can drill down further to describe how products may positively impact specific patient interactions, particular care transitions or certain data reporting processes, this is likely to spur more “aha” moments among reporters, potential customers and investors.
We’re all in this together
It’s easier to make the empathy connection when a healthcare vendor’s primary audience is patients or clinicians. But what about companies who are targeting CIOs, physician practice managers, front office staff, payers and employers? How, for instance, do revenue cycle management tools make patients lives better?
Connect the dots here by developing case studies, blogs and other content that drives home the value of these tools to the healthcare ecosystem, and to particular individuals. Circling back to the core mission driving the company is especially important when the success stories may not *typically* be front page news. This is key to driving continued interest among the press and potential customers, but also to fanning the passions of your workforce. Everyone within any healthcare enterprise wants to feel that they are doing good in the world. Investing in uncovering success stories will have long-term benefits both internally and externally.
The first step
To build a PR program that leads with empathy, you need to uncover the stories that help your target audience connect not only with your products, but with your company culture and your commitment to making a difference. Look for that human element and you will find your programs are far more effective.
by Jenna Warner | Oct 11, 2017 | Blog
Imagine this: after weeks of planning then pouring time and resources into your social media efforts you are starting to see results. You are gaining new followers and engaging with potential customers. Your efforts are clearly working and just when everything seems like sunshine and rainbows, there it is, loud and proud hate mail plastered on your front page and quickly gaining likes, shares and similarly-frustrated commenters. What do you do?
Take a deep breath.
Let’s face it, no one is lining up for their chance to deal with negative comments on social media. But, with the right plan of action in hand, dealing with these problems doesn’t have to be scary. It can be a great opportunity to learn more about your customers and engage with them at a critical point in the buyer’s journey.
When something negative about your company starts gaining traction you need to determine if it is a crisis that needs attention from more people or if it is a small problem that can be solved. If there is something negative about your company that is well-known and commonly addressed, it’s probably not a crisis. There is likely already a protocol for how to deal with this type of regular negativity within your PR or sales department. However, if there is something new about your product or company stirring up serious attention on social media it might be time to dive in and handle the crisis!
Phone a friend
If you are managing the social account or if you are personally invested in the subject of the negativity it’s a good idea to ask a colleague or your agency for some advice. Being removed from the situation helps when looking for the right approach to take.
Not everyone has the same sense of humor. It’s good to run your response by someone else to make sure your response won’t be taken the wrong way. While sometimes taking the low road may work in your favor, such as the social media sass-master at Wendy’s, it’s usually best to take the high road and be polite.
Avoid sounding defensive
Whenever something negative happens on social media it is easy to take it personally. Your first reaction will be to react in a defensive manner. Let’s say someone commented on your company site saying that you never provide xyz, when in fact you do. Well, of course you want tell the commenter they are wrong! However, that’s not going to get you many brownie points from your audience. What goes online stays online and can spiral quickly.
It’s like sending a snarky email to a coworker and then seeing they forwarded the email to a large group. *Insert big gulp* Remember that whatever you put out there can be interpreted and then shared in a way you didn’t originally intend.
Never reply to online reviews defensively and two years later like the screenshots above. As cringe-worthy as these comments are, it’s easy to go into defensive mode without a plan in place.
Let’s say one customer leaves a nasty review about your company or product. Then customer 2 comes along and reads the review. If you respond to customer 1 with compassion and show a willingness to listen to their feedback or fix the problem, you can turn that review into something positive for customer 2 to see. Instead of winding up on a blog post about what not to do when responding to negative reviews.
Take swift action
Negative comments and mentions on social media need to be handled in a timely manner and with care, just like a positive comment. Whenever possible, get ahead of the problem and address it before there is a chance for the comment to gain momentum.
When possible be proactive in avoiding potentially offensive or misinterpreted posts. When a national crisis or traumatic event happens hit pause on your social queue. Review posts before unfortunate timing can make your company seem obtuse.
Fix the problem
Do your best to fix the problem at hand when you have the opportunity. Don’t make any promises unless you know you can follow through. Show everyone that you are a company that listens to customers needs. After all they are the ones using your product or service. Most angry comments and reviews online stem from a need to be heard.
Fix the problem without escalating the frustration of the user when possible. Asking for more information and show a willingness to work through the problem if necessary. Offer to take the conversation to private message or offline.
Admit when you’re wrong
Mistakes will happen. Own up to them and diffuse the situation quickly. It’s better to admit you are wrong compared to letting someone else point out your flaws. Addressing the problem immediately shows your company is actively searching for a solution and aware when things go wrong. You may even be rewarded for your honesty.
Has a social media crisis ever happened to you? Comment with your story or questions!
by Lisa Chernikoff | Oct 4, 2017 | Blog
As you work on your content strategy, think about this: According to a recent study, the average person now loses concentration after only eight seconds. I would ask you to pause and think about that but then I’ll risk of losing the remaining seconds of your attention entirely if I haven’t already. As a “fun fact,” researchers noted that even goldfish which are “notoriously ill-focused” have an average attention span of nine seconds.
So, whether that fact is fun or concerning is still be determined, but it really isn’t that shocking. This study simply quantifies the impact of a highly digitized lifestyle on the human brain. After all, we live in a world where our phones are constantly buzzing with emails, texts, news alerts, and social media notifications. We live in a world where”
Sorry, I got distracted for a moment. Did you know that Kim and Kanye are expecting their third child via surrogate? My phone just vibrated with that “breaking” news, as well as four work emails, three personal emails, and two trivial text messages. And even if celebrity gossip isn’t your guilty pleasure, you’re likely experiencing a similar scenario every hour of every day.
But to be clear, the aha moment from this study is not that goldfish are smarter than us. It’s an aha moment for us as marketing and public relations professionals. The study has profound implications for those of us who communicate for a living. To be successful, we must adapt our strategies and tactics to the reality of eight second attention spans.
Why evolving content doesn’t mean dumbing it down
In today’s world of digital and information overload, crafting content that is relevant and meaningful for your target audience is mission-critical. Remember that having shorter attention spans doesn’t mean that your customers are not decision-makers. It doesn’t mean that they’re less intelligent. It doesn’t mean that they don’t have the same pain points. It just means that they need to absorb information differently. It just means that despite downloading your white paper, they’re probably not getting past page one. There’s no shame. It’s the new normal.
That’s why evolving your content marketing is not about dumbing down the information. It’s not about simplifying or going back to basics. It’s about making your content snackable. In fact, your new bite-sized content can still convey the same concepts and ideas as the longer pieces but that content must be more concise and free of fluff.
Even more importantly, it must provide just a taste to satisfy their brief hunger and keep their interest. It must leave the audience wanting more of your content snacks. That’s what marketing is all about.
How to create tasty content snacks a recipe for success
Snackable content for the eight second attention span is just a new way of creating, organizing, and promoting content. To create tasty content snacks, you don’t need to start from scratch. You don’t need all new ingredients. Your content kitchen is likely full of big, heavy content meals which can be remixed and reused to fit the new snackable content mold. The good news is that one content meal equals several content snacks.
Now, let’s enter the content kitchen and see how to turn those content meals into content snacks. Here are three examples:
- Transform your white paper into an infographic and a cheat sheet with must-do’s.
- Transform your case study into a checklist of best practices, or a series of checklists that span everything from implementation to training and optimization.
- Transform your 30-minute webinar into a sequence of 30 second videos that highlight that key learning objectives.
And rather than being sad about the lost of art of white paper reading, keep in mind that multiple content snacks derived from the same content meal not only convey the same messages but also can easily become a lead nurturing campaign or useful follow-up references for your sales team to share with prospects.
I think it’s time to stop mourning the white paper. Instead, it’s time to cook up some bite-sized content. After all, it’s just waiting to be eaten.
