Livingstone
Have your clues tell the right story
“When a company’s offerings are hard to judge, customers look for subtle indicators of quality. The Mayo Clinic knows how to send the right signals. It is called evidence management: an organized, explicit approach to presenting customers with coherent, honest evidence of your abilities. Evidence management is a lot like advertising, expect that it turns a company into a living, breathing advertisement for itself. In Mayo Clinic give clues in people, collaboration and tangibles. All people in Mayo Clinic have a patient-first orientation, even the doctors. There is visible evidence that doctors and nurses collaborate to deliver the best services. From public spaces to exam rooms to laboratories, Mayo facilities have been designed explicitly to relieve stress, offer a place of refuge, create positive distractions, convey caring and respect etc. The clues emitted by people and things tell a story to customers or potential customers. The question for managers is whether the clues tell the intended story.”
Berry et al., “Clueing in customers”, Harvard Business Review, February 2003
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Aligning your employees to your service model
Under the scientific guidance of prof. Dr. Paul Gemmel, Living Stone analyses your service model and aligns your employees with it.
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"Living Stone has given our communication channels a new, consistent visual identity. The various target audiences of the hospital, such as GPs, specialists and internists, all find this new way of communicating to be very successful."
Chief Physician – Director, AZ Sint-Jan Brugge-Oostende AV
