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Monday, November 23, 2009

BALANCING HEALTHCARE, PUBLIC POLICY AND POLITICS: Politics and Policy


Balancing Healthcare, Public Policy and Politics
with Linda de Seife

In this inaugural post, I thought I would start by sharing with you my vision for the column -- that is, to offer some insights into politics and policy based on my experiences both inside and outside the beltway. Each month I’ll discuss a campaign or election or the latest polling data, as well as a hot issue from the headlines. I’ll try to tell you what it means and why it’s important. And, I’ll close with a relevant quotation or political cartoon. I hope that you find these thoughts and opinions worthwhile, and I welcome your comments and suggestions. So, here goes.

Campaigns and Elections - 2009 Results and 2010
By the time you read this, the 2009 elections will be a faded memory to most. However, I choose to see them as a kick-off of the 2010 election cycle. In 2009 in Virginia and New Jersey, Republicans won the governorships. There has been a debate as to whether these elections are a referendum on the Administration’s policies. At least in New Jersey, where I had a ringside seat, the President made five trips to the state and was featured in commercials for the Democratic candidate. In my opinion, there is no doubt that the answer is “yes”.

Former Speaker of the House, Tip O’Neill said, “All politics is local”. And I believe that is true. However, the “local issues” in Virginia and New Jersey were high taxes, the economy, and runaway government spending – issues facing the electorate in every state. So, the Democrats have something to be worried about in 2010 when there will be 435 House races, 35 Senate races, and 37 gubernatorial races, not to mention the state legislatures.

A recent poll by the Pew Research Center found that only 34% of Americans said they want most Congressional incumbents re-elected in 2010. These are among the most negative numbers in twenty years of collecting data. Even more concerning to incumbents is that independent voters are more negative on their elected officials than members of either party. Only 25% of independents want to see congressional incumbents reelected next year.

What it means and why it’s important: Having said that all politics is local, after all the results are in, one can form a picture of trends that are showing up consistently across the nation – like a mosaic where each race is a piece, but you don’t see the complete picture until they’re all put together. The picture in 2009 gives hints of an electorate experiencing a certain amount of buyers’ remorse regarding the 2008 elections; the public is starting to feel that maybe the pendulum is swinging too far in one direction. In addition, both Virginia and New Jersey are states that have historically favored Democats and were carried by the President in 2008.

As a poll worker in my Connecticut town, where there were only local offices on the ballot, I observed that most voters were over 40. Where were all the “youngsters” who came out to vote for President in 2008? Apparently they aren’t interested in the government that is closest to them. This is another phenomenon that does not bode well for 2010 candidates who have alienated more mature voters concerned about the effect of excessive government spending, intrusion, and deficits on their taxes, their retirement, their healthcare, and the future prosperity of their children and grandchildren.

Lastly, there will also be a census in 2010, and those governors and state legislators elected next year will be responsible for redrawing congressional districts in 2011.

This sort of political environment is unpredictable, to say the least, and could lead to some surprising defeats next November. On the other hand, there are many variables, and a lot can happen between now and then. So neither party should count their chickens just yet. That’s why throughout next year we’ll be analyzing some specific races around the country that might be the keystones of our national mosaic.

Issue of the Month – Health Legislation
What else could it be but health care. With new developments almost daily, whatever is printed here could be outdated by the time you read it. So, I’ll discuss one aspect of the issue that strikes me as particularly interesting and not likely to become outdated soon. That is, the fact that the legislation working it’s way through Congress is not health care reform; it is primarily health insurance reform. What we need is both; it will take reforming both the care system and the insurance system to bring down costs and maintain quality and access.

What it means and why it’s important: Trying to make the needed changes by focusing only on health insurance reform can only lead to higher costs, not lower. 60 Minutes has done stories on Pennsylvania’s Geisinger Health System and how it has improved care and reduced costs, and on fraud and abuse in Medicare. And then there is medical malpractice reform which is not addressed in the current legislation.

Personally, I find it very frustrating to learn about all the innovation in technology and care that is happening in hospitals, health systems and technology companies in our country today that should be encouraged; and yet the federal government is spending months (in the current effort alone) trying to force fit changes to the current insurance system instead of looking outside the box and truly transforming the entire health establishment to meet 21st century needs and capabilities. I highly recommend that anyone who is interested in this topic visit the website of the Center for Health Transformation.

In future columns I’ll continue to comment on other aspects of the health care debate. Stay tuned.

Part of what makes politics and policy so fascinating and intriguing to me is that democracy is messy, so many moving parts – the Congress, the Administration, interest groups, the press, and of course the great American citizenry. Just when you think you’ve got it figured out, one, or all, of them throws you a curve ball!

So I’ll close with a quote from Winston Churchill: “It has been said that democracy is the worst form of government, except for all the others that have been tried.”

Here’s wishing everyone a happy, healthy and prosperous 2010!

For more information, please visit Linda's TNNW Bio.

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THE RETENTION FACTOR: What is Great Customer Service?

The Retention Factor with Rosanne D'Ausilio, Ph.D.

In the past I’ve written about my experiences with various organizations and their extraordinary customer service.

However, in order to discuss customer service, here’s the definition I use: Customer service is those activities provided by a company's employees that enhance the ability of a customer to realize the full potential value of a product or service before and after the sale is made, thereby leading to satisfaction and repurchase.

Today I want to write about the hotel industry, specifically luxury lodging by Ritz-Carlton. They are the only service company in America that has won the Malcolm Baldridge National Quality Award twice, and Training Magazine has called it the best company in the nation for employee training.

They focus on three fundamentals:

  1. Location – making sure they have the absolute best location
  2. Product – the right physical product, i.e., the rooms
  3. People – their motto is “We are ladies and gentlemen serving ladies and gentlemen

How do they carry it out?

Every day they have a ‘lineup’ where for approximately 15 minutes all employees are together. Shared are ‘wow stories’ great things that their ladies and gentlemen have done. This is a great training, learning, and communication tool.

In our trainings, we call these ‘clearing meetings’ where we want you to offload whatever is on your mind so that you are 100% present to what is in front of you, a customer, potential or current, a co-worker, direct report, family member, significant other, etc. We know when someone isn’t giving us 100% and we don’t like it – and so does everyone else know and feel that way.

By having clearing meetings, everyone is being responsible for taking care of business, and whatever is on their mind can be handled outside of business hours. It could be that prior to arriving at work the dog ran away, a child forgot his or her lunch or missed the bus, someone was going 35 miles per hour in the left lane on the highway, and s6 you could arrive at work with all this ‘stuff’ in your head. Offloading it is the purpose of a clearing meeting.

Ritz-Carlton also empowers their employees to spend up to $2000 on a guest—not per year, but per incident. Interesting enough, it doesn’t get used much and as interesting, it isn’t about there being a problem. Examples are instances where someone learns it’s a guest’s birthday and there is champagne and cake in the room. If it’s over $2000 it requires a manager’s approval, and usually gets it.

Their culture is built on trust, from the top down. The feet definitely go where the mouth goes. In other words, they walk their talk.

As the preamble to the US Constitution says, “We, the people.” I believe ‘we the people’ are who make the difference. It’s certainly the case at Ritz Carlton.


For more about Rosanne please see her TNNW Bio


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WHAT BOOMERS WANT: Tips for Marketing to the "Spending" Generation


What Boomers Want
with Terri Benincasa, M.A. Ed.M.


Whether you’re a one person service company or a large corporate entity, you are missing the marketing bulls-eye if you stay stuck in last century mode of targeting the used-to-be coveted 18-39 set.

The simple fact is that the folks who have the most disposable income, and a track record of having no qualms about spending it (even in this economic climate), are Baby Boomers, the approximately 78 million Americans (the number world-wide is in the 100’s of millions) born between 1946 & 1964: particularly what we call the “middle” and “leading edge” Boomers, born between 1946 & 1959. What's not being told when we hear news that they're "cutting back" on spending is that it's based on consumption by Boomer standards; they may no longer be spending like drunken sailors, but they still want what they want when they want it, and will find it whether it's with you or your competition.

Why This Market Segment is So Lucrative for You
Beyond this group’s sheer numbers, here are the facts that drive this generation when it comes to spending:


  • 45% of the consumer market is ages 40-70 (as of 2009, Boomers’ age range is 45-63) - That is larger than all the other individual market cohorts combined – they spend a whopping $2.3 trillion annually on goods & services...that's $400 billion more than any other age cohort, and by 2010, Boomers will control about 65% of the available disposable income
  • they are the wealthiest (overall, even given the Great Recession) and best educated generation in the history of the nation, so they pride themselves on both their willingness to spend when it suits them, and their savvy when it comes to deciding where to spend it
  • they are now at the point in their lives where they are ready to settle back and enjoy the fruits of their decades-long labors regardless of economic factors; plus, they don’t “retire” but instead “re-direct” their lives, and they are willing to do whatever it takes to make their new life not just a good one…but a great one
  • Boomers have never been ones to deny themselves something they want that will make their lives feel more luxurious, help them to make their age less apparent, or give them the freedom/mobility this “Peter Pan” generation covets so highly.

Does this sound like a target market that would be useful to you? Seems like a no-brainer, but amazing as this is, even the biggest companies, from Kelloggs to Ford, are only now figuring out the power of marketing to Boomers. It's your turn.

So, now that you know this is where you need to be focusing a good portion of your advertising/marketing resources, how do you go about not only getting in front of Boomers, but making yours the kind of product or service they will seek out again and again? Read on!

How to Reach this Market Cohort
Here’s what Boomers want, and if you offer as many as possible, you will get their undivided attention:


  1. Boomer respond to being fully educated on your product/service, its benefits to them, and your approach to providing it – vs. empty marketing jargon – with Boomers, more information is better, and they want to feel like they know you & your expertise
  2. Up-front understanding & addressing of their objections; Boomers have “seen & done it all” - when they see that you are as fastidious as they are about their concerns, they’ll be quite pleased – and much more interested in buying from you…
  3. Boomers want to feel like they’re in control of the entire process from beginning to end (example: they don’t just accept what a doctor tells them as their parents did – they’ve done their own research prior to the visit, know what they want, and don’t stop until they get it…they’ll do the same with you…)
  4. Back to being having “seen & done it all”…they rely on referral, testimonial, & word-of-mouth along with standard advertisements (just advertising alone won’t do the trick)
  5. Boomers love getting everything in one place – that’s why middle-income Boomers love Super Walmart or Super Target, and upper income Boomers want everything brought to them. So if you’re a solo practitioner selling one specific product or service, package yourself with services complimentary to yours. Example: Lawn service with pool service, landscaper & nursery. They can pick which they want, but really like having everything put together for them if they need all or some of the products/services surrounding yours...they respond to messaging that is more than the attributes of what you do or make.
  6. Boomers are not particularly brand loyal – they will go with whatever makes sense to them at the time. So your message needs to speak to how your customers’ needs are met, how it is relevant to their lives today, how it resolves a worry they have, how it makes them healthier, or how it makes them feel better, smarter, happier.

Stay tuned....next month's entry will cover:


Best Venues for Getting Boomers' Attention
Who in Your Company is Best Positioned to Earn Boomers’ Business
Some (additional) Do’s & Don’ts to Further Refine Your Marketing to Boomers Strategy.

For more information, please visit Terri's TNNW Bio.


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The Emergence of The Relationship Economy

The Emergence of The Relationship Economy
The Emergence of the Relationship Economy features TNNWC Founder, Adam J. Kovitz as a contributing author and contains some of his early work on The Laws of Relationship Capital. The book is available in hardcopy and e-book formats. With a forward written by Doc Searls (of Cluetrain Manifesto fame), it is considered a "must read" for anyone responsible for the strategic direction of their business. If you would like to purchase your own copy, please click the image above.

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