touch point podcast

Latest Episodes:

TP88 - Deciding on a Digital Model Oct 10, 2018

Show notes

As health systems continue to focus on digital transformation efforts, the question often arises on which is the right digital team structure to use, Newer digital technologies and a focus on consumer experience are blurring the lines between digital, clinical and IT. In this episode, hosts Chris Boyer and Reed Smith discuss the current state of digital within hospitals and health systems, and share pros and cons of the four typical digital team models that many organizations are using. They are joined by Christopher McKinley of CHM Hire, in which he shares some of the challenges of attracting good digital candidates when building out a digital team. Mentions from the Show: Structure of Combined Marketing and Communications Departments at AMCs (Advisory Board) The Digitally Fit Organization (Deloitte) Christopher McKinley on LinkedIn CHM Hire LLC Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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TP87 - Google Translate, Don’t Fail Me Now! Oct 03, 2018

Show notes

Over 55 percent of website content worldwide is written in English. For hospitals and health systems, this can present a challenge when communicating with audiences that do not speak English as a primary language. In this episode, hosts Reed Smith and Chris Boyer discuss the challenges of building digital programs and websites with language localization. They are joined by Tiffani Helberg, VP of Communications and Development of Community Health of South Florida, in which she shares her first-hand experience developing successful multilingual marketing and communication efforts and offers tips on how organizations today can more effectively reach their diverse communities. Mentions from the Show: Internationalization and localization (Wikipedia) The digital language divide Racial and ethnic differences in how people use mobile technology 3 Challenges To Consider When Creating A Multiregional Or Multilingual Website Multilingual, Multichannel Marketing In The Digital Age: How Technologies Have Evolved Experiences Tiffani Helberg on LinkedIn Community Health of South Florida Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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TP86 - Consumer Online Decision-Support Sep 26, 2018

Show notes

In hospitals and health systems, the concept of “decision support” is often restricted for clinical areas. In this episode, hosts Chris Boyer and Reed Smith expand on this concept to explore ways marketing (and digital marketing) can be used to help support consumers and patients throughout the customer journey. They share challenges with developing online decision support systems and also explore ways to maximize Shared Decision Making (SDM) in marketing. Sheetal Shah, Vice President of SymphonyRM, joins the episode to discuss Next Best Actions (NBAs) and his experience working with health systems in implementing solutions crossing marketing, access, patient experience and finance. Mentions from the Show: Clinical Decision Support definition Understanding the Basics of Clinical Decision Support Systems Next-best-action marketing Challenges to measuring and achieving shared decision‐making in practice Dartmouth Hitchcock online resource for Shared Decisions Making Ask Me 3: Good Questions for Your Good Health SymphonyRM.com Sheetal Shah on LinkedIn Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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TP85 - Would You Wear a Wearable? Sep 19, 2018

Show notes

The technology and medical community were abuzz with the latest release of the Apple Watch - particularly the ECG functionality - wondering the impact this wearable device would have on hospital admissions. In this episode, hosts Reed Smith and Chris Boyer revisit the topic of wearables and medical devices, discussing how the FDA categorizes “general wellness products” vs.regulated medical devices. They also review research on if wearables actually improve people’s health and what people’s attitude are on trackable wellness devices. Featuring a “replay” of an expert interview with Dana M. Lewis, in which she discusses the #OpenAPS community and the #WeAreNotWaiting movement. Mentions from the Show: Whitepaper: Is Your Wearable a Regulated Medical Device? Twitter thread on the “approval” of the Apple Watch as an EKG device The New EKG Apple Watch Could Do More Harm Than Good How effective are wearable devices? The Future Of Medical Technology: Wearable Devices [Infographic] Dana M. Lewis on Twitter OpenAPS.org Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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TP84 - The Audience is a Segment Sep 12, 2018

Show notes

How hospitals and health systems engage in targeted communications and marketing, they use a variety of tools to help them understand their audiences better. In this episode, hosts Reed Smith and Chris Boyer explore how organizations are using market segmentation - along with personas and personalization - to improve their go-to-market strategies. In our expert interview, we are joined by Suzanne Hendery, CHief Marketing Officer at Renown Health, and Linda MacCracken, Sr. Principal of Customer Engagement at Accenture in which they share how their approach to segmentation helped to shape the way they engaged with a critical audience in their market. Mentions from the Show: Definition of Market Segmentation - Wikipedia Personas vs. Segments – What’s the Story? 4 types of Market segmentation and how to segment with them? Market Segmentation: You’re Doing it Wrong Suzanne Hendery on LinkedIn Linda MacCracken on LinkedIn Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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TP83 - Keep Calm, the Community Moderator is Here Sep 05, 2018

Show notes

As healthcare marketing continues to extend past simply promotion to building engaging and loyal audiences, the responsibility of community management is becoming more important than ever. In this episode, Reed Smith and Chris Boyer discuss the four types of online communities and share the best characteristics of a good community manager. They are joined by Dan Hinmon, principal at Hive Strategies and expert on implementing Facebook communities for hospitals in which he shares tips on how to effectively build an online social media community. Mentions from the Show: How the Community Manager Role Has Changed: A Decade of Community Management Beyond Facebook: 4 types of online communities and best practices on how to use them Why Community Management Is Different From Social Media Marketing Top 10 qualities of a good Community Manager Dan Hinmon on LinkedIn Dan Hinmon on Twitter Hive Strategies Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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TP82 - Is Hospital Marketing Legal? Aug 29, 2018

Show notes

In this episode, hosts Reed Smith and Chris Boyer discuss a few legal risks that can potentially impact hospital marketers. In particular, they explore how to stay clear of vague and hyperbolic language, and then use examples from their experiences on how Stark laws can influence the way a health system promotes physicians online. They then invite health care lawyer, consultant, podcast and owner of The Harlow Group, David Harlow, onto the show to discuss his perspective on the pros and cons of current healthcare laws and how marketers can best partner with legal and compliance to ensure success. Mentions from the Show: Why your healthcare marketing needs a checkup 2018 Non-Monetary Compensation to Physicians (And Chance to Review 2017) David Harlow on LinkedIn David Harlow on Twitter HealthBlawg.com Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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TP81 - Data Personalization: When Useful Becomes Creepy Aug 22, 2018

Show notes

With the introduction of HIPAA (Health Insurance Portability and Accountability Act of 1996), health systems, researchers and data scientists were given access to the use of de-identified patient data for a variety of clinical purposes. Over the last 20 years, however, the advancements of digital technologies, social platforms and marketing data analysis have advanced the usefulness of patient data for many purposes. In this episode, hosts Chris Boyer and Reed Smith discuss how hospitals and health systems are using this data for effective marketing and personalization, the potential concern patients have with the use of this data and how retail trends continue to evolve the ability to use this data to develop effective experiences. Featuring an expert interview with CRM expert consultant, Justin Rodriguez, in which he share strategies hospitals can adopt to create a data-first strategy with their marketing. Mentions from the Show: Eaten Alive: A Patients’ Perspective on De-Identification of Personal Health Information How Much Personalization is Too Much? The Line Between Cool and Creepy: How Much Personalization is Too Much? Personalization Levels Vary Across Sales Channels Justin Rodriguez on LinkedIn Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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TP80 - A Telemedicine Tell-All Aug 15, 2018

Show notes

In this age of consumerism and enhancing access for patients, many hospitals and health systems are turning to telemedicine solutions as a way to expand their care to their patients. In this episode, hosts Reed Smith and Chris Boyer discuss the different services offered through telemedicine, the delivery mechanisms used, and pros and cons they pose to patients and health systems alike. They are joined by Dr. Justin Smith, of Cook Children’s Hospital, who shares his experience in launching telehealth services for his patients. Mentions from the Show: American Telemedicine Association Your Doctor Will Skype You Now Telehealth: From Competitive Advantage to Strategic Imperative Telemedicine is Here, But is it Being Marketed Correctly? How to position telemedicine for market success. Justin Smith, MD on LinkedIn Justin Smith, MD on Twitter Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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TP79 - The Demise of Ad Agencies Aug 08, 2018

Show notes

With the advancements of advertising and marketing in hospitals and health systems over the last decade has had tremendous impacts - both within the organization as well as with the agencies they partner with. In this episode, Reed Smith and Chris Boyer talk through the trends and advancements of marketing and advertising, and how these have presented unique challenges for agencies to transform themselves at the risk of losing relevancy. This episode also features an expert interview with Stephen Moegling, Senior Vice President at Hailey Sault, in which he shares first-hand experience at how agencies have evolved to better support their clients’ needs. Mentions from the Show: Death of Advertising Agencies The Future Of Ad Agencies The Future of Agencies in an AI World Medicom Webinar ATLAS conference HealthCare Internet Conference Mayo Clinic Annual Social Media Conference Stephen Moegling on LinkedIn Stephen Moegling on Twitter Hailey Sault Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain

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