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Bruce Himelstein, Ritz-Carlton Customer Service Expert, Joins Team as Senior Consultant

November 17, 2017
Client Relations, Customer Service, Health System, Healthcare, Strategy

As a Ritz-Carlton executive, Himelstein transformed customer service for one of the world’s most recognizable luxury brands. As a full-service advertising agency, BPD Advertising will leverage that expertise as we continue to represents healthcare systems throughout the United States.

An inductee into The American Marketing Association Hall of Fame, Bruce’s work with the Ritz-Carlton was featured prominently in the New York Times bestseller, The New Gold Standard. He has also served on the board of Shady Grove Adventist Hospital, in Rockville, Maryland, for more than 2 years and has been a guest speaker for numerous healthcare organizations.

With the rise of consumerism, a new reimbursement system that places a premium on outcomes and patient experience, and a continued focus on motivating internal stakeholders, there is tremendous pressure on health systems to re-think their brand experience. Specifically, how it can be more successfully activated with all of the stakeholders throughout their eco-system. Given this environment, we thought, ‘Who better to help our clients than the person who literally wrote the book on customer service?’.

As a Senior Consultant, Bruce will work with our strategy team to develop programs that positively impact both patient experience as well as employee and physician engagement. Combined with our team of strategists who understand the hospital space inside and out, we will be able to offer new, innovative approaches to our clients that leverage best practices from both the healthcare and hospitality industries.

“I am very excited for the opportunity to align with an agency that is on the forefront of healthcare marketing and is dedicated to creating solutions that have the potential to transform the patient experience and positively impact engagement across the enterprise,” said Himelstein. “Healthcare is going through tremendous disruption. That can be scary for some, but for the savviest organizations, it’s an opportunity to really separate themselves from the competition.”

Jason Brown

Jason is CEO & Chief Strategy Officer of Brown Parker & DeMarinis (BPD), an internationally-recognized advertising agency that is on a mission to make health systems and hospitals the most beloved brands in the world. A pioneer in hospital marketing, BPD works with clients to unlock the power of their Purpose inside and outside their organizations, resulting in highly engaged employees and physicians and dramatically higher brand preference and service-line volumes.

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