Sally M.

CEO at Boss Lady Consulting (and Clarity PX, our healthcare-only agency)

Marketing and Advertising

Education: Washington State University - Gonzaga University
Santa Fe, NM, USA

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Biography

Sally Mildren is the CEO and managing partner of Boss Lady Consulting and Clarity PX, that help businesses increase their impact, grow their revenue, and better tell their story by connecting culture, brand, and customer experience. Her agencies serve primarily non-profits and rural health, community health and small health and wellness businesses.

As a corporate executive leader in marketing and customer experience for more than 20 years, Sally has led the brand, marketing and customer experience strategies to drive growth for non-profits, start ups, corporations, systems, and Fortune 100 companies. She has led teams of 1 to 100 and managed marketing and CX budgets of a few thousand to $40M+.

She has learned and led the practical operational and cultural changes that are needed to implement and establish a customer-centric culture and operations strategy...on any budget. Creative service design and customer experience don't have to cost a fortune.

Sally helps organizations identify their cultural and operational readiness for growth and customer experience, helps prioritize solutions that are practical and affordable, and operationalizes the changes to see revenue and satisfaction grow.

Her collaborative, no-nonsense style and experience is innovative, practical, and inspiring to businesses of any size. She has spoken at many conferences and was a former adjunct faculty member at a private university in Washington State. She now runs a marketing and customer experience agency focused on serving non-profits, mission driven organizations, rural and community health and conscious capitalists.

Passion

I am passionate about helping leaders create marketing and experiences that employees love to represent and that customers love to support. I believe that humans > $$ and that kindness can be an operational and leadership quality to drive growth.

Featured Video

I am willing to travel

More than 100 miles

When it comes to payments

Everything is negotiable

Topics

healthcare patient experience healthcare marketing service design nonprofits customer experience branding womens leadership employee engagement faith rural health rural healthcare healthcare critical access rural health clinics marketing operations women entrepreneurship customer experience cx patient empowerment healthcare communication customer service is a profit center marketing is the new customer service voice of the customer

Best Story

Raising goats and what I learned about taking care of customers and staff from it.
How we added $2M in revenue to a small rural hospital with $27K and an integrated marketing strategy to drive growth.
Why a health insurer was being talked about at the bar on a Thursday night...and how it led to 60% lead conversion.
Lessons in leadership - stories from my triumphs, scars, and skids.

Origin Story

I started as a therapist in brain injury and rehab and ended up in marketing leadership in healthcare at a small pediatric hospital serving five rural states. I have always been called a "self-winding top" or "ahead of my time".

My ability to see the operational big picture, identify trends in feedback, or gaps in the process, morphed into a head-on love affair with customer and patient experience. I have learned, led, and taught how to identify organizational performance or readiness for customer experience, evaluate the cultural buy-in for long term success, and align a strong brand message to ensure great growth...in revenue, satisfaction, engagement, and growth. Experience + Brand + Culture has resulted in double digit increases in NPS, budget, growth in retention and more. It's the foundation of our agency work. Optimizing resources to result in growth.

Example talks

Elevating Your Marketing Strategy & Impact in Small & Rural Health Care

A 45 minute presentation at the Mid-Atlantic Society for Healthcare Strategy and Marketing in Richmond, VA - presented on May 8, 2024. We walked through how to 1) Evaluate your current marketing strategy; 2) Prioritizing your work; 3) Aligning your work to the things that matter; 4) Reporting and talking about your impact in the organization; and 5) Shared a case study that resulted in a 35% increase in volume for a clinical care, nearly $400,000 in new revenue YOY in one quarter and had a ROAS (return on ad spend) of 13%. Total cost was $27,000 and brought in a total of 1.43 million dollars, nearly $400,000 new revenue YOY).

Elevating Your Marketing Strategy & Impact in Small & Rural Health Care


A 90-minute workshop presented at 2023 Connections Annual Conference for Society for Healthcare Strategy, Marketing and Development (SHSMD) a subset of the American Hospital Association.

Workshop Sections included:
Assessing Your Current State
Getting Clear on Your Strategy
Aligning Your Work to What Matters
Checking Your Messaging
Reporting and Talking About Your Impact
Applying Your Learnings
Q/A

Leading Change in an Organization

This podcast episode focused on leading change with HUMANS in the center.
Practical advice and insights for leaders at any organization on how to collaborate, gain buy in, lead, and sustain changes within an organization.

Listen: https://lnkd.in/g3T3-siC
Watch: https://lnkd.in/gysszkRx

Showing Up Whole - Connecting Your Brand for Maximum Impact

Presented at the Mental Health Marketing Conference in September, 2023 in Franklin, TN.

Learning how to maximize the impact of your marketing and brand investments by ensuring brand alignment and strategic plans across the organization. Part leadership, part marketing pro, part culture advocate, and part customer obsession, this session shows you how to connect your brand purpose and story, your customer experience, and your operational goals to ensure strong ROI

Link to webinar: https://www.youtube.com/watch?v=110TGMglXRo

Patient Experience Trifecta

How to identify experience gaps, prioritize them, and gain buy in across the organization.

View webinar presentation on the topic here: https://www.youtube.com/watch?v=e3O-lc-59v4

True Growth Comes from Culture + Brand + Experience

In every industry, across all sectors, the most profitable businesses excel in customer experience and employee engagement. Come learn how to assess your operational structure and business to see if you are living up to your brand promise to customers and employees.

We will examine employee experience, internal communications, brand promises, mission/vision, and your operational readiness to implement an aligned CX and Brand Experience at your business.

Assessing Your Organizational Readiness for Customer Experience

Ready to start a CX program? Or have one that isn't really taking off?

In this session, we will explore the practical considerations, measures, and indicators on how ready your organization is for a customer experience program. We will help you identify the operational and cultural areas that need to be shored up and provide practical solutions for how to move forward and gain buy-in. We will outline how to prioritize your next steps and provide examples and case studies for implementing your findings.

The content in this session will help you review your own organization and determine your practical next steps for implementing a CX program in your business.