Customer Experience
70th AHCA/NCAL Convention and Expo
Karl Bieber
Public Relations and Communications Coordinator
Vetter Health Services
Disclosure: Nothing to Disclose
Vetter Senior Living already enjoyed a sterling reputation in its 30 communities across the Midwest. Its brand was synonymous with high-quality care. Vetter’s leaders knew this, but was it a secret from the public ? Were they just drinking their own branding Kool-Aid? This question was central to Vetter’s partnership with NRC Health, its provider of experience feedback. NRC Health was perfecting a transparency and reputation monitoring solution that proved perfect for answering Vetter’s burning brand questions: We know our own reputation, but do others? Do they think what we think? If not, why not?
Join us as we walk through Vetter’s quest for more transparency and a better understanding of its own reputation among those the company serves and those it will serve in the future. We’ll explore the beliefs behind being more transparent and the barriers to implementation—including who fights back on sharing resident experiences (comments and all) and the most common reasons for resistance. Perhaps you know what you do well, but do your prospective residents and patients? Does more transparency equal more growth? More referrals? More brand presence? We will look at the hard choices we make when we decide to share everything about our organization with anyone who wants to know.