touch point podcast

Latest Episodes:

TP254 - Digital Consumerism and the New Way We Choose a Provider Dec 15, 2021

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With the ongoing acceptance of digital as a means to select and receive care, healthcare consumers are shifting expectations on what they are looking for in their care journey. In this episode, Chris Boyer and Reed Smith discuss some recent studies that highlight the modern patient journey, shifts in how people search for doctors, and the need to find a “provider like me.” They are joined by Greg Matthews of HealthQuant who explains ways to leverage social media to personalize the provider perception.

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TP253 - Operations Impact on Experience Dec 08, 2021

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Health systems are starting to realize that there is a significant need to develop a succinct customer service operation at their organizations. But what is the best way to accomplish this, and does marketing have a role in this strategy? In this episode, hosts Reed Smith and Chris Boyer discuss the impact the pandemic has had on healthcare contact centers, the importance of developing a customer service operation and how this approach is helping healthcare organizations improve the patient experience. They are joined by Chris Wickersham of CereCore, who shares his perspective on how digital can be used to understand the needs of customers throughout the health system.

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TP252 - The Future of Healthcare Social Media Dec 01, 2021

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In some ways, 2021 has seen some significant changes in the way hospitals and health systems use social media. In this episode, hosts Chris Boyer and Reed Smith share their perspective on the state of healthcare social media, and even share top expert industry predictions of what social media experts should be focusing on in the future. They are joined by Ed Bennett of Martech.health, who shares his perspective on social media and how MarTech vendors are evolving to meet the new social media needs.

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TP251 - ICYMI: The High Stakes of Digital Marketing In Healthcare Nov 24, 2021

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For all organizations, an effective digital marketing strategy is important. For those of us practicing digital marketing for hospitals and health systems, the stakes are much higher. In this episode, hosts Reed Smith and Chris Boyer discuss the important role digital marketing has in a purpose-driven industry, and digital tools are not only smart for business but also help us better understand our patients and improve their care. They are joined by Brian Q. Davis, SVP at Scorpion Healthcare in which he shares the importance of building a digital philosophy.

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TP250 - Our Cardinal Episode Nov 17, 2021

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In this milestone episode, hosts Chris Boyer and Reed Smith look back over the pervious 250 episodes o the show and highlight three expert interviews that illustrate the breadth and depth of topics and expertise highlighted in this podcast. First, Matt Gove shares insights on how to capture voice of customer. Then, Carrie Liken discusses why your website isn’t your website anymore. Finally, we end with an interview with Chris Hemphill about how to use data to help market during a public health crisis.

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TP249 - What is ROMI (and Does it Differ from ROI)? Nov 10, 2021

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In this episode, hosts Reed Smith and Chris Boyer are back to talking about ROI again, and sharing the differences between true ROI, ROMI and ROAS - the three stepbrothers of marketing measurement - and share the basics of Marketing ROI to outlining the activities needed to measure marketing impacting. They are joined by Dan Small, Senior Director of Digital Strategy at Hartford HealthCare, who shares his organization’s journey to ROI.

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TP248 - A Federation of Content Nov 03, 2021

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Health system digital presences can be amplified with the adoption of a content federation strategy. In this episode, hosts Chris Boyer and Reed Smith share the basics of content federation, the three critical approaches to consider, and then are joined by Scott Andrews of Kyruus and Mark Menton of HealthSparq, who share the importance of including 3rd party sites as your content distribution strategy.

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TP247 - The Digital “Revolving” Door Oct 27, 2021

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While hospitals and health systems are beginning to embrace Digital Front Door strategies, are they enough? In this episode, Chris Boyer and Reed Smith discuss the concept or a “digital revolving door” - in which patients (both new and existing) are beginning to turn to the internet before, during and after their care and share research on how health care leaders are starting to look at digitizing all elements of the patient journey. They are joined by Dave Dolton of DocASAP who shares his view on the opportunity healthcare has to turn patients into digital patents.

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TP246 - ICYMI: The Telehealth Tech Stack Oct 20, 2021

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Now that many health systems across the country have implemented telehealth solutions, many of them are taking a step back to evaluate the myriad of options available to determine the best ways to align to their customers’ needs. In this repeat of a previous episode, hosts Chris Boyer and Reed Smith dive into the “telehealth tech stack,” sharing the four major categories of telemedicine platforms and the underlying technology that can make virtual care solutions impactful. They are joined by Jonathan Pearce, CEO of Zipnosis, who shares his experience running a telehealth company and where the industry might be headed.

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TP245 - How Do People Find a Doctor Online? Oct 13, 2021

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Finding a doctor is what hospitals and health systems label a “super-task” - yet, the nuances of how to optimize this customer journey can become complex. In this episode, hosts Chris Boyer and Reed Smith walk through the various stages of selecting a doctor, and share research on how to optimize the user experience. They are joined by Martha van Berkel of SchemaApp, who shares how organizations should leverage structured data and schema to ensure physician profiles are optimized for online searches.

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