touch point podcast

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TP58 - Reed Smith: Roving Reporter from SXSW18 Mar 14, 2018

Show notes

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Since 2010, SxSW has developed a dedicated Health Track designed to inspire and educate patients, caregivers, providers, payers, policy makers, designers, entrepreneurs, and investors (this year’s topics range from the statistics of how wealth impacts health to the use of psychedelics to treat mental health disorders). In this episode, host Reed Smith files a series of “audio reports” from the floors of SxSW18, including interviewing Hugh Forrest, Chief Programming Officer for SxSW, Greg Matthews, Dr. Bryan Vartebedian, Joe Doyle and many others. Mentions from the Show: Hacking Health and Our Bodies – 2018 SXSW Programming Trends Hugh Forrest on LinkedIn Greg Mattews on LinkedIn Dr. Bryan Vartabedian on LinkedIn Joe Doyle on LinkedIn Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute

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TP57 - Driving Innovation From Within Mar 07, 2018

Show notes

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Innovation. Everyone’s talking about it, but how do we actually embrace it? For hospitals and health systems - typically saddled with complex, large and siloed organizations - finding ways to innovate and improve the way to deliver care can be notoriously difficult. In this episode, hosts Reed Smith and Chris Boyer address this important topic, outlining characteristics found in innovative organizations and share top trends in innovation that hospitals are facing today. Featuring an expert interview with Steve Wimmer from CoMotion and OpenIDEO, in which he shares his experience developing innovation within hospitals. Mentions from the Show: BCG - Digital Innovation in 2018 How Digital Transforms Innovation Strategy A Digital Overhaul for Innovation Operations Organizing for Digital Innovation The Top 5 Digital Innovation Priorities for Hospitals Steve Wimmer on LinkedIn Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute

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TP56 - CX: Understanding Customer’s Needs to Improve their Experience Feb 28, 2018

Show notes

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Hospitals and health systems understand the importance of understanding and optimizing the customer experience. Whether through customer journey mapping or developing systems to gain a 360 degree voice of the customer, the fact remains - superior customer experiences are the most impactful way to differentiate and gain a competitive advantage. In this episode, hosts Chris Boyer and Reed Smith review five findings from the 2018 CX Trends Report by InMoment and discuss how these trends impact our industry today. This episode also includes an interview with communications expert Kristin Faulder, in which she discusses best practices in how organizations can develop a communication framework across the entire customer experience. Mentions from the Show: 2018 CX Trends Report - InMoment “Master the art of influence – persuasion as a skill and habit” Simon Sinek (author of “Start with Why and Leaders Eat Last”) Kristin Faulder - Twitter Kristin Faulder - LinkedIn Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute

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TP55 - Pixels and Vertical Videos: Is Facebook Forcing Us to Advertise Correctly? Feb 21, 2018

Show notes

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Recent changes to the Facebook News Feed algorithm are forcing hospitals and health systems to rethink their approach to leveraging this popular social platform. In many ways, this will impact the ways we utilize Facebook advertising, as well. In this episode, hosts Reed Smith and Chris Boyer explore the ways Facebook advertising has evolved and share ideas that have a potential to become a trend in social media advertising. In this episode, we also feature a sneak preview of a new podcast focused on Online Reputation Management, That’s What They Said. Thanks to Margaret Shepard and David Henke for providing additional insights for this episode. Mentions from the Show: Will Facebook’s Changes Affect Your Hospital’s Social Strategy? Facebook lost around 2.8 million U.S. users under 25 last year. 2018 won’t be much better. 101-Point Guide To Master Facebook Custom Audiences How to Use Facebook Canvas for Posts or Ads (or Both!) Facebook Canvas Custom Audiences: How to Create 3 Strategies to Make Your Facebook Custom Audiences 3X More Effective Square vs. Landscape Video – $1.5K Worth of Experiments: Here’s How They Compare Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute

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TP54 - The Disruptive Trifecta for Healthcare: Google, Facebook and Amazon Feb 14, 2018

Show notes

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Disruption in healthcare comes in many forms, but the often when talking about outside threats to the industry, healthcare professionals often focus on technology companies as the most disruptive. And specifically, the three major tech companies looking to disrupt our industry are Google, Facebook and Amazon. In this episode, hosts Chris Boyer and Reed Smith discuss some of the recent news of these three companies, and share how they are seeking to disrupt healthcare. From artificial intelligence, to modifying our well-being to changing the way to insure our employees, hear how the disruptive trifecta can potentially impact healthcare delivery in the future. Featuring an expert interview with Lance Lunsford from the Texas Hospital Association. Mentions from the Show: Why Health Care Is Ripe for Digital Disruption Customers, Tech Drive Health Care Disruption Google is developing its own prescription for U.S. health-care costs: smarter artificial intelligence Alphabet's five-year plan to map the entire journey of human health Facebook Says Its Update Will Make It 'Better' for Your Mental Health. Turn Off Messenger Kids, Health Experts Plead to Facebook Facebook Users Press Privacy Claims Over Tracking At Health Sites Here's How Amazon Could Disrupt Health Care (Part 1) Amazon in healthcare: disruption in motion or a nothing-burger? Lance Lunsford on LinkedIn Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute

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TP53 - Managing Your Digital Data Blueprint Feb 07, 2018

Show notes

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. For integrated hospitals and health systems, the simple task of managing your online location directories - whether through your website or on third-party listing sites - can be excruciatingly frustrating. From keeping up with manual updates to trying to develop a single source of truth, the process of keeping your digital data footprint up-to-date is challenging. In this episode, hosts Reed Smith and Chris Boyer discuss how organizations have been addressing this problem over the years and share best tips and practices to help digital marketers keep their listings as current as possible. We also interview Carrie Liken, head of healthcare at Yext, and she shares her experience on how hospitals are facing this challenging problem. Mentions from the Show: Fix Google Maps before patients start dying Reputation.com: Make online business listings a priority of 2018 Moz.com: Why listing management is important Yext.com Carrie Liken on LinkedIn Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute

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TP52 - The Power of Superfans (aka The Birthday Episode) Jan 31, 2018

Show notes

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Digital hospital marketers and communicators often struggle to build strong relationships with their audiences. At a time when customer loyalty is impacting the relationship patients have with health systems, the importance of identifying and leverage superfans is becoming more and more imperative. In this “birthday episode,” hosts Reed Smith and Chris Boyer spend time discussing the power of the superfan, and share ways in which organizations have been able to build a successful approach to engage these important advocates for their brand. Featuring an expert interview with Jake McKee, online community expert and CEO of Community5. Mentions from the Show: The power of superfans to marketing What about the micro-influencer Forbes: Superfans 4 steps to building that audience AMA; Four ways to Leverage your superfan audience Is Instagram is the superfan secret weapon? Community5 Jake McKee on LinkedIn Jake McKee on Twitter Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute

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TP51 - Doctors Don’t Do Digital, Do Dey? Jan 24, 2018

Show notes

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. There has been increasing demand for physicians and doctors to play a more active role in digital, but what does that exactly mean? In this episode, hosts Reed Smith and Chris Boyer break down the differences of digital in healthcare - digital marketing, digital health, digital innovation and digital experience - and discuss how physicians are participating more frequently in how digital and healthcare is used today. This episode also feature an expert interview with Dr. Peter Alperin, VP at Doximity about how physicians have evolved over the years in using digital. Mentions from the Show: Michael Venske’s website 3 Ways Social Media Revolutionized Healthcare AMA Guidelines on Digital Health Are Digital Doctors the Future of Health Doctors and Digital Innovation Doctors and Digital Experience Dr. Peter Alperin on LinkedIn Dr. Peter Alperin on Twitter Doximity Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website

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TP50 - The 5 x 10 Jan 17, 2018

Show notes

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Celebrating their 50th episode, hosts Reed Smith and Chris Boyer decide to analyze top-10 lists of digital, social media and technology trends that will impact marketers in 2018. From articles from Forbes, Gartner, Entrepreneur.com and others, the hosts explore these lists to aggregate their own list of the top tools, technologies and trends that hospital marketers should address in the upcoming year. What makes the list - chatbots, augmented reality, Snapchat, AI? Tune in to this episode to find out what makes the grade. Mentions from the Show: Michael Venske’s website Good & Gold’s Top 10 Digital Marketing Trends of 2018 Digital Marketing Magazine’s Top 10 Digital Marketing Trends of 2018 Gartner’s Top 10 Strategic Technology Trends for 2018 Entrepreneur.com’s 10 Social-Media Trends to Prepare for in 2018 Forbes’ Top 10 Most Transformative Technologies For Marketing In 2018 Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website

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TP49 - Putting the Patient First in Your Digital Strategy Jan 10, 2018

Show notes

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. You don’t determine your digital strategy - your customers do. For hospitals and health systems, what this means is that they have to become aware of the needs, wants and preferences of their patients and potential patients. In this episode, hosts Reed Smith and Chris Boyer discuss how technology has allowed the healthcare industry to evolve to allow organizations to understand and empower patients as part of their digital strategy development. They also discuss the role of the “e-Patient” - and interview Dave deBronkart (aka “e-Patient Dave”) on how his personal journey with fighting cancer led to an international awareness of the “empowered patient” and the role the ePatient plays in transforming our industry. Mentions from the Show: Michael Venske’s website Understanding New Power How Patient Engagement Strategies are Changing Patient Expectations Leaning In to Patient Experience The New World of Patient Experience e-Patient Dave website e-Patient Dave on LinkedIn e-Patient Dave on Twitter Find Us Online: Touchpoint podcast Twitter Reed Smith Twitter Chris Boyer Twitter Chris Boyer website Social Health Institute

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