Building Reputation & The Influence of Trust: The Centerstone Case Study
February 21, 2025
This OPEN MINDS Executive Roundtable was delivered on February 20, 2025, by Centerstone leaders Sarah Bouldin, Vice President of Strategic Marketing, and Johnel Reid, Chief Marketing Officer. They discussed how Centerstone expanded its reputation and consumer satisfaction efforts to include a comprehensive reputation score that’s based on survey and review data. Centerstone monitors that score, benchmarks it against industry standards, and reports the findings regularly to leadership. The organization’s monthly dashboard across the enterprise includes the scores.
They shared a comprehensive understanding of how monitoring reputation metrics can serve as a vital compass to navigating consumer satisfaction, loyalty, and organizational success and identifying barriers for operations leaders. The result is a roadmap for the practical applications of these methods in shaping organizational opportunity and improved outcomes in the behavioral health field.
Executive attendees of this session learned:
- How to introduce reputation as an important business metric to leadership.
- How to resource the effort with dedicated experts and technology.
- How to regularly report to leadership to show impact and highlight areas of opportunity.
Featured Speakers
Sarah Bouldin
Vice President, Strategic Marketing, Centerstone
Sarah Bouldin is a strategic marketing leader with more than 14 years of experience in health care, spanning roles in insurance, software, legal, and technical support. She has held positions at BlueCross BlueShield of Tennessee, MediTract, and Lifepoint Health, where she developed a deep understanding of the industry. Since transitioning into marketing, Sarah has focused on enhancing digital patient acquisition strategies and the consumer experience.
Recognized for her ability to simplify complex technical concepts into clear, actionable solutions, Sarah blends a process-driven approach with the power of storytelling to secure leadership alignment and drive organizational success.
Johnel Reid
Chief Marketing Officer, Centerstone
Johnel Reid is chief marketing officer for Centerstone. She leads strategy and oversight for the organization’s branding, communications, grant writing, national policy, and referral marketing. She joined Centerstone as vice president of public affairs and marketing in 2018. Prior to that, she served with two Fortune 500 companies. At Community Health Systems, Ms. Reid was vice president for strategic planning and marketing, providing executive support to an operating division that included 38 hospitals and systems across several states. From 2003 to 2012, she was director of marketing and public relations at HCA Healthcare where she led development of market based branding into a consumer health network. She holds a Bachelor of Science degree in sociology and political science from Longwood University in Virginia.
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