In this episode, Steve talks with Carrie Willetts about leadership, the effect of culture on brand, and what all brands can learn from the healthcare industry.
Carrie Willets, Senior Vice President of WellSpan Health, talks with our president, Steve Gilman, about the connection between your brand and company culture in this episode of Brand Story.
Many internal and external forces affect a brand, from its organizational culture to its customer experience. Through working in a complex industry like community healthcare, Carrie understands the incredible importance of brand experience. Armed with stories from the front lines of hospital staff, she shares several real-life examples that illustrate how a brand touches on every aspect of an organization and those it serves. Brand experience is a result of a brand’s culture, which ultimately leads to brand loyalty (or not).
About the Guest
Senior Healthcare Executive
What She Does
A mission-centered healthcare leader, Carrie is Senior Vice President of WellSpan Health and President of the East Region. WellSpan is an integrated health system serving central Pennsylvania and northern Maryland. She built her career in community health at Rockingham Memorial Hospital and Sentara CarePlex Hospital in Virginia.
Words of Wisdom
“Your culture is your brand. Your customers know and feel when things are going well within your company, and they know and feel when they’re not.”