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May 18, 2008
 Increasing Board Understanding of
Consumer Preference & Its Implications for Strategy
Presentation by M.
Colleen Elmer, M.B.A., M.S.W., LCSW, executive vice president
and senior associate of OPEN MINDS from the 2008
National Association of Addiction Treatment Providers Annual
Conference, held on May 18-21, 2008
in Indian Wells, California.
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Marketing 101
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Understanding How Consumers &
Payers Select Treatment Programs
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Metrics & Tools to Measure Consumer
Preference: Satisfaction Surveys, Mystery Shopper Programs,
Focus Groups, & More
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Metrics & Tools to Track Payer
Preference & Referrals: In-depth Interviews, Proactive Key
Account Management, & Referral Tracking
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OPEN MINDS