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Leonard Berry and Kent Seltman on Management Lessons from Mayo Clinic

It’s not just about healthcare.

Date: October 31, 2008

By: Leonard Berry , Kent Seltman

Podcast #: 08-44

 

Price: Free

 

AMA_Edgewise_0844.mp3 [m]: Play in Popup

 

Synopsis

The Mayo Clinic is one of the world's most prestigious organizations, one that fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman had the rare opportunity to study Mayo Clinic's service culture and systems from the inside by conducting personal interviews as well as observing hundreds of clinician-patient interactions. The result is Management Lessons from Mayo Clinic, a book about how the Clinic's business concept produces stellar clinical results, organizational efficiency, and interpersonal service. Leonard Berry, PhD, is Distinguished Professor of Marketing, and holds the M.B. Zale Chair in Retailing and Marketing Leadership in the Mays Business School at Texas A&M University. He is also Professor of Humanities in Medicine, College of Medicine, Texas A&M Health Science Center. Dr. Berry is the author of several service quality bestsellers and the recipient of the 2007 American Marketing Association/Irwin/McGraw-Hill Distinguished Marketing Educator Award and the 2008 Paul D. Converse Award. Kent Seltman, PhD, served as director of marketing at Mayo Clinic from 1992 through 2006. With more than 25 years of experience in healthcare marketing, Dr. Seltman writes and lectures frequently on marketing and branding. He also served as editor of Marketing Health Services, published by the American Marketing Association.

About the Author(s)

Leonard Berry is Distinguished Professor of Marketing and holds the M.B. Zale Chair in Retailing and Marketing Leadership in the Mays Business School at Texas A&M University. He is also Professor of Humanities in Medicine in the College of Medicine at The Texas A&M University System Health Science Center. He is a former national president of the American Marketing Association.

Dr. Berry is coauthor of Management Lessons from Mayo Clinic, and author of other books including Discovering the Soul of Service and Delivering Quality Service.

Kent Seltman is a senior marketing consultant at Mayo Clinic. From 1992 to 2006, he served as the director of marketing for Mayo Clinic. He and his staff of marketing consultants performed most of the primary market research for Mayo Clinic and then used that data as the basis of marketing plans, strategic initiatives, and continuous improvement. In addition, he was the Leader of the Brand Team that provided day by day oversight of the brand as well as brand consultation, brand education, and brand-related research.

In addition, he is coauthor of Management Lessons from Mayo Clinic and is a former editor of Health Services Marketing, published by the American Marketing Association.

 

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