touch point podcast

Latest Episodes:

TP244 - Social Media: Friend or Foe? Oct 06, 2021

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Is engagement really the best measurement of social media? In this episode, hosts Reed Smith and Chris Boyer discuss how social platforms have evolved, the influence they have on our mental health and the relevancy to marketing and communication strategies. They also contextualize the disturbing news about Facebook and some key takeaways that can influence a health system’s social media strategies. They are joined by Dr. Farris Timimi of Mayo Clinic, who shares his perspective on whether Facebook is too big to fail.

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TP243 - A Bias Against Generational Bias in Healthcare Sep 29, 2021

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With five generations in the current workplace, HR and marketing professionals have to understand the impact of generational bias. In this episode, Reed Smith and Chris Boyer discuss essential tips managing these differences in the workplace, how bias can impact employee trust and even how generational stereotypes are finding their way into marketing and communications. They are joined by Meagan Johnson, generational expert, speaker and author, who shares her perspective on how to overcome false perceptions on how generations work together.

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TP242 - Leading Through Change Sep 22, 2021

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It’s been repeated so often, it nearly sounds trite - the last 18 months have seen unprecedented change in the healthcare industry. And with these changes and challenges, a new leadership approach is emerging that is important for every health system leader needs to recognize and embrace. In this episode, hosts Reed Smith and Chris Boyer discuss the four leadership types of our industry, revisit the steps of change. And they also welcome Rodney Reider to the show, who shares his experience and outlines the tenets of healthcare leadership in his new book Grabbing the Next Rung: The Heart of Leadership.

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TP241 - Moving from Personalization to Individualization Sep 15, 2021

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Digital healthcare marketers often struggle successfully launching a personalization strategy. In this episode, Chris Boyer and Reed Smith share how an effective personalization strategy is more than just technology, walk through common pitfalls and then are joined by Justin Wartrell of Monigle, who shares findings from their most recent study that shares how personalization is important to a health system’s brand, and how healthcare consumers’ behaviors prefer these strategies.

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TP240 - (ICYMI) The New Role of the Digital Marketer Sep 08, 2021

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Prior to the pandemic, the role of the healthcare digital marketer has been evolving. But, as with most other things, due to the public health crisis, the role of the digital marketer has both seen the most radical shift, as well as stayed the same. In this episode, hosts Chris Boyer and Reed Smith discuss the changes to marketing and branding and how digital marketing has allowed us to accelerate to meet the new digital patient customer. They are joined by Chris Pace from Banner Health who shares first-hand how his digital team is supporting his health system in these abnormal times.

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TP239 - How Can We Be More Efficient? Sep 01, 2021

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Hospitals and health systems are facing another crisis - even before the public health crisis has abated: namely, a staffing shortage that is impacting all aspects of our organizations. In this episode, hosts Reed Smith and Chris Boyer discuss some of the factors that are leading to our current staffing challenges and how organizations are being forced to do more with less. They then share some tips on how to market more efficiently and bring back an encore interview with Alyssa Kleinman of CipherHealth, who shares her marketing team’s experience adopting agile and breaks down some of the myths that many people have about agile marketing.

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TP238 - Digital Transformation is Not a Line-item on Your Budget Aug 25, 2021

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For many health systems, digital transformation initiatives that began in the pandemic are starting to falter, which begs the question: why is digital transformation so difficult? In this episode, hosts Reed Smith and Chris Boyer share insight on the seven skills that digital leaders need to have, the importance of embracing a shared governance model and how some digital transformation efforts are potentially impacting provider burnout. They are joined by Tom Kiesau, Senior Partner and Director of the Chartis Group, who shares his perspective on how it’s time to move beyond digital investment to actual transformation.

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TP237 - What’s Up With All of These Emails? Aug 18, 2021

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Not surprisingly, there has been a recent upsurge in the use of emails and email marketing within health systems. However, like many other tools in the marketer’s toolkit, emails are also potentially being impacted by privacy and other digital trends. In this episode, Reed Smith and Chris Boyer discuss how email service providers (i.e. Google, Microsoft, etc.) are attempting to use their platforms to improve email marketing effectiveness, the high-level ways health systems are using emails to reach patients, and they even discuss industry benchmarks. They are joined by Jonathan Inman from Salesforce who shares how upcoming privacy changes to the Apple iOS will impact how to effectively measure email marketing efforts.

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TP236 - The Intersection of Digital B2C and B2B Marketing Aug 11, 2021

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In healthcare, many of us approach B2B and B2C marketing as two discrete strategies and approaches. In this episode, hosts Chris Boyer and Reed Smith share how while each effort does have one striking difference (namely the audience type), digital marketing is hastening the convergence of these two efforts into interdependent efforts. They are joined by Brittney Hanson of Hailey Sault, who share how she works with her clients to converge these different strategies.

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TP235 - What a Long, Strange Trip It’s Been: a Conversation with Lee Aase Aug 04, 2021

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In this special podcast, hosts Reed Smith and Chris Boyer sit down with Lee Aase, formerly ther director of the Mayo Clinic Social Media Network, to discuss the evolution (and revolution) of social media’s use in hospitals over the past ten years. From the early days in which social media was free but not officially condoned for use in health systems to the formal development of the Mayo Clinic Social Media Network and External Advisory Board, Lee shares the highlights, learning and memories over the past decade, and even hints at what’s next!

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