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Staying on Message in Your Healthcare IT Investor Pitch

Posted by Taylor Kennedy on August 23, 2017 in Public relations

INTRODUCTIONmeeting-2037415_1920

According to TechRepublic, health tech venture funding deals increased 200 percent between 2010 and 2014.

To increase your likelihood of securing seed or venture funding, it’s important to drive home themes or assertions while selling your idea.

Here are tips to help stay on message in your healthcare IT investor pitch.

Develop talking points. Your talking points need to differentiate your health tech company from the next. Examples include “Our goal is to increase IDN efficiency in staff workflow” or “Our product will aid in protecting IDNs from cyber attacks.” Lead various sections of your presentation with your talking points, and make sure to back them up with data or examples. Eventually, your talking points should become second nature when speaking about your company and can be used in other branding materials such as press releases and tradeshow materials.

Practice again and again. You don’t want to convey the image that you don’t know about your own company. Practice your presentation often so that you don’t need note cards when you’re in front of investors. You want to get to the point that you can wake up in the middle of the night and recite your aforementioned talking points in any order. Knowing your messages can keep you from going on tangents or over-sharing.

Prepare for Q&A. Your pitch is over, but now comes questions from the investors. Just like you would in a media interview, you should try to guess the questions you will be asked. For example, if you know there were a few details you couldn’t squeeze into your 10-minute pitch, be prepared to discuss those details (and also using your talking points again). Think of it this way. You are a teacher who’s extremely knowledgeable about a topic and you have students who want to know more. Treat the Q&A like a conversation, rather than an interrogation.

FOR MORE INFORMATION

Revelation PR, Advertising & Social Media offers healthcare IT companies and startups services related to media relations, email marketing, investor relations, tradeshow marketing, content marketing and social media management. Please contact Brian Lee, brian [at] experiencerevelation.com or 608-622-7767.

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How to Handle Common Guest Complaints

Posted by Jaimie Onasch on August 11, 2017 in Branding

INTRODUCTION

free guest services photo (pexels)In hospitality, customer complaints are to some extent, inevitable. While complaints may seem like a burden, you should embrace them as a way to collect direct feedback about how your operation is running. Complaints can provide insight to a problem with facilities, services, staff, training, internal processes or even marketing.

Furthermore, guest complaints offer an opportunity to correct immediate issues, restore goodwill and protect your reputation. You will not always get this chance. Only 1 in 27 customers will voice their concerns to you directly, according to the White House Office of Consumer Affairs. The rest will simply keep quiet and stay with your competitors in the future.

Guest feedback should be encouraged in your hotel or resort, and any problems should be identified and resolved in a prompt and fair manner. Here are some tips on where to start.

DEVELOP A CUSTOMER COMPLAINT HANDLING PROCEDURE

Demonstrate a commitment to complaint management by making it a priority in your hotel. Create policies and procedures for logging, categorizing, tracking and resolving guest complaints for the five main ways complaints are expressed–in person, via email, online (including social media and review sites), over the phone or by mail. A clear, flexible and open plan is best.

Share your strategy with front-of-house and customer service staff and establish incentives for all personnel to strive for guest satisfaction. Emphasize the accountability of individual employees and give them the skills and confidence needed to identify and resolve common issues.

Hilton, for example, has established brand standard documents and service recovery guidelines for each of its brands and regions. One policy specifically focuses on onsite complaint management for elite status guests. It defines what compensation means, establishes a timeline for record-keeping and follow-up and even outlines specific plans of action for various recovery scenarios.

STRATEGIES TO HANDLE CUSTOMER COMPLAINTS

Best practices for handling customer complaints involve prompt acknowledgement, reliable tracking and timely resolution. Your communications staff–especially the people who manage your online presence–should follow these steps:

Monitor online complaint channels. Rather than expressing complaints privately, many guests share their experiences on public social media platforms and online review sites. These should be monitored frequently for guest feedback, as they can have a much larger impact on your hotel’s reputation than more traditional forms of complaint communication. Create email alerts and push notifications to help keep track of this information.

Acknowledge the complaint. Effectively handling customer complaints first requires understanding their foundation. Negative feedback should be shared with the appropriate personnel to gain insight about the underlying issue. Clear up any areas of confusion and respond to the guest in a polite, professional and timely manner. Trip Advisor recommends replying to all reviews within 24 hours, and several social media sites encourage a response within a few hours.

Apologize and take ownership of mistakes. Never underestimate the importance of an apology. Guests are more willing to forgive an establishment that offers an apology as opposed to being compensated alone. Thank the guest for taking the time to voice his or her concerns, recognize that he or she has suffered an inconvenience and take responsibility for shortcomings as an establishment.

Outline a solution and follow up. Explain the steps your hotel plans to take to fix the problem and provide a timeline for resolution. When possible, move the conversation offline and make the guest a partner in the problem-solving process. Monitor the progress of the corrective action and check back with the guest.

Invite the guest back. Once the source of the complaint has been identified and resolved, invite the guest back so he or she can experience the improvements you made. If appropriate, offer an incentive, such as a discounted room rate or a special offer. By taking this next step, you may turn a dissatisfied guest into a loyal customer or even a brand advocate.

FOR MORE INFORMATION

Revelation PR, Advertising & Social Media offers hotels, B&Bs and resorts services related to media relations, community relations, branding, group sales, SEO/SEM and social media management. Please contact Brian Lee, brian [at] experiencerevelation.com or 608-622-7767.

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Forward Festival Highlights Inclusivity

Posted by Taylor Kennedy on August 10, 2017 in Client news

FOR IMMEDIATE RELEASE
Aug. 10, 2017

Contact:
Molly Walsh
608-616-0840
molly@forwardfest.org

Forward Festival Highlights Inclusivity

 

(MADISON, Wis.)—Entrepreneurs of all industries, including healthcare, technology, music and the arts, will be represented during the eighth-annual Forward Festival, which features more than 50 events taking place Aug. 17-24 throughout the city, organizers announced today.

“Forward Festival’s inclusivity has grown to now include a wider range of industries and people, and it’s become more community focused,” Laura Strong, festival committee member and president of Propagate Health, said. “With a record number of events this year, the festival truly gives the entrepreneurial ecosystem opportunities to make connections, share advice and collaborate.”

This year, to give attendees the chance to explore what the festival offers, the new Forward Summit (Aug. 22), a multi-track conference, will include access to the Forward Technology Conference, BigData Wisconsin, Social Impact Data and Healthcare Innovation, among others. James Tamplin of Google and Ben Sperry of Ionic will be the keynote speakers.

Other community-driven events during the festival include the Chat + Chomp + Plan by Heymiss Progress (Aug. 19), Pre-Pride Parade Continental Brunch (Aug. 20) and the inaugural Shaping Tomorrow’s Leaders event (Aug. 17), an event run by 14-year-old AJ Carr on how his mentoring program pairs successful business owners with young people.

On Wednesday, Aug. 23, “Dolphin Tank,” an event like the ABC show “Shark Tank,” will feature two-minute pitches, followed by constructive insights from knowledgeable professionals.

The Forward Festival is sponsored by local companies such as American Family Insurance, MG&E, Epic, Neider & Boucher, WEDC, The QTI Group, Urban Land Interests, M3 Insurance, Boardman Clark, Madison 365, Safety Net, Swink, Wisconsin Union and Ideas that Evoke.

For a detailed listing of events taking place during the Forward Festival, please visit www.forwardfest.org.

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