touch point podcast

Latest Episodes:

TP38 - LIVE from HCIC 2017 Oct 25, 2017

Show notes

Recorded live at the Healthcare Internet Conference in Austin, Texas, hosts Chris Boyer and Reed Smith welcome expert guests from the industry - Tony Huth, EVP and Co-Founder of Medicom Health, Peter Alperin, VP at Doximity and Aaron Clifford, SVP of Marketing at Binary Fountain. The panel engages in a spirited conversation about the digital experience for both patients and physicians, trends in online reputation management and how best hospitals can leverage their outside vendors for greater success. They also debate on who is actually driving the digital transformation, along with input from the audience. Another lively and spirited episode! Show Notes: - Aaron Clifford LinkedIn - https://www.linkedin.com/in/aaron-clifford-1976752/ - Peter Alperin LinkedIn - https://www.linkedin.com/in/peteralperin/ - Tony Huth LinkedIn - https://www.linkedin.com/in/tonyhuth/ Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Loyal: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://loyalhealth.com/

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TP37 - Are Machines Taking Over Healthcare? Oct 18, 2017

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With Artificial Intelligence, Machine Learning and the rise of computer-assisted technologies, hosts Reed Smith and Chris Boyer dive into an almost philosophical discussion on whether machines are poised to take over healthcare. Is the Singularity upon us? With a discussion on how computers have developed more intelligence and the rise of computer learning, the hosts discuss a number of trends in which computers are becoming smarter than humans (with Natural Language Processing and image identification). This episode features an expert interview with Nathan David of the Cleveland Clinic, in which he discusses how they are using machine learning to help improve their digital advertising to support patient acquisition. Show Notes:: - Don't let IBM's blunders in health care blind you to the huge benefits of technology in medicine - https://www.cnbc.com/2017/09/07/ibms-struggle-with-watson-in-health-care-doesnt-mean-tech-cant-help.html - Are Computers Already Smarter Than Humans? - http://time.com/4960778/computers-smarter-than-humans/ - AI tops humans in computer vision, and healthcare will never be the same - https://siliconangle.com/blog/2017/09/27/google-brain-chief-jeff-dean-ai-beats-humans-computer-vision-healthcare-will-never/ - Growing NLP Marketplace Drives Healthcare Machine Learning - https://healthitanalytics.com/news/growing-nlp-marketplace-drives-healthcare-machine-learning - How to Keep Your Marketing Job Through the AI Revolution - https://www.forbes.com/sites/ekaterinawalter/2017/10/09/how-to-keep-your-marketing-job-through-the-ai-revolution/#7a6bcd16331a - Nathan David Twitter - https://twitter.com/nathanpdavid - Nathan David LinkedIn - https://www.linkedin.com/in/nathanpdavid/ Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Transparently: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://www.binaryfountain.com/

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TP36 - The Evolution of Digital Communication Education Oct 11, 2017

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For hospitals and health systems, education is an important way to not only train new entrants into the field (through residencies and fellowships), but also hone existing talent (through CMEs and CNEs). In this episode, hosts Reed Smith and Chris Boyer discuss how healthcare organizations are using education and the growing role of digital in evolving and reshaping the way this training is delivered. Featuring an interview with Michael Mackert and Erin Donovan of the University of Texas - Austin’s Moody College of Communication. Show Notes:: - Medical education’s “digital revolution” - http://epmonthly.com/article/medical-education-s-digital-revolution/ - Seven Medical Education Apps for Doctors: https://blog.capterra.com/top-7-medical-apps-for-doctors/ - NCI Pink Book: https://www.cancer.gov/publications/health-communication/pink-book.pdf - Michael Mackart: https://advertising.utexas.edu/faculty/michael-mackert - Erin Donovan: https://commstudies.utexas.edu/faculty/erin-donovan Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Transparently: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://www.binaryfountain.com/

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TP35 - Digital Planning for 2018 Oct 04, 2017

Show notes

Are you in the middle of planning for 2018? Tune in to listen to Chris, Reed and special guest Bobby Rettew talk about considerations around new technology and trends that are impacting healthcare marketing as we move into the next calendar year. Special thanks to our sponsors - Transparently - Binary Fountain - Influence Health

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TP34 - From a 24-Hour to a 24-Second News Cycle: The Evolving Role of Digital in a Crisis Sep 27, 2017

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According to Wikipedia, the term crisis management is defined as "a set of factors designed to combat crises and to lessen the actual damages inflicted.” While every hospital and health system has had to face a crisis at some point in time, the use of digital tools have often not been properly leveraged to assist with crisis communication. In this episode, hosts Reed Smith and Chris Boyer discuss ways in which organizations can begin applying the online tools, systems and processes to support crisis communication, and provide first-hand advice on how best to assess and respond to certain crisis. Featuring an interview with Lance Lunsford, Chief Marketing and Business Development Officer for the Texas Hospital Association, in which he shares how crisis response has evolved over the last 30 years, and how social media has dramatically impacted this discipline. Show Notes:: - Don’t Be Scared, Be Prepared: Social Media in Crisis Communication - http://www.convinceandconvert.com/social-media-strategy/dont-be-scared-be-prepared-how-to-manage-a-social-media-crisis/ - BCBS of NC and Mission Health using Social Media to Negotiate: #Twitter War: http://bobbyrettew.com/2017/09/18/bcbs-of-nc-and-mission-health-using-social-media-to-negotiate-twitter-war/#sthash.x5Gs7pkr.dpbs - Lance Lunsford on LinkedIn: https://www.linkedin.com/in/lancelunsford/ - Lance Lunsford on Twitter: https://twitter.com/lancelunsford - Create More Flow book: https://createmoreflow.com/ - The Cluetrain Manifesto: http://www.cluetrain.com/ Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Transparently: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://www.binaryfountain.com/

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TP33 - Can a Good Digital Patient Experience Impact Quality? Sep 20, 2017

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The beauty about digital is that everything is absolutely measurable. And while measuring ROI is now the norm for healthcare digital marketers, can we also claim that digital can have an impact on quality? Is there such a thing as “Return on Health” (ROH)? In this episode, hosts Reed Smith and Chris Boyer discuss the corollary and causal impacts a good digital presence can have on impacting quality outcomes. They define a framework on how hospitals can map their digital tools and tactics to the patient journey, and share examples and case studies to help illustrate how a good digital patient experience can impact quality. Featuring an expert interview with David Dolton from DocASAP. Show Notes:: - Tools and Strategies for Quality Improvement and Patient Safety: https://www.ncbi.nlm.nih.gov/books/NBK2682/ - How Digital and Mobile Improve the Patient Experience: https://hbr.org/webinar/2017/05/how-digital-and-mobile-improve-the-patient-experience - David Dolton on LinkedIn: https://www.linkedin.com/in/davedolton/ - David Dolton on Twitter: https://www.linkedin.com/in/davedolton/ - DocASAP: https://docasap.com/ - Google Drive: https://drive.google.com - Rubik’s Cube: https://www.rubiks.com/ Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Transparently: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://www.binaryfountain.com/

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TP32 - Live from Content Marketing World Cleveland Clinic Health Summit 2017 Sep 13, 2017

Show notes

Live from Cleveland, this week’s episode features audio captured at the Content Marketing World Cleveland Clinic Health Summit 2017. Hosts Reed Smith and Chris Boyer kickoff the podcast sharing high-level takeaways from the CMWorld 2017 conference before “rolling the tape” on a panel session that included Brian Gresh (Executive Director, Digital & Content Marketing at Cleveland Clinic), Aaron Watkins (Senior Director of Internet Strategy at Johns Hopkins Medicine) and Matt Schwabel (Senior Director, Integrated Marketing at Duke University Health). The panel session discussed current and future challenges of digital in healthcare. Notes:: - Brian Gresh on LinkedIn: https://www.linkedin.com/in/briangresh/ - Brian Gresh on Twitter: https://twitter.com/bmgresh - Aaron Watkins on LinkedIn: https://www.linkedin.com/in/watkinsaaron/ - Aaron Watkins on Twitter: https://twitter.com/aaronwatkins - Matt Schwabel on LinkedIn: https://www.linkedin.com/in/mschwabel/ - Matt Schwabel on Twitter: https://twitter.com/mschwabel - This Old Marketing Podcast: http://contentmarketinginstitute.com/pnr-with-this-old-marketing-podcast/ Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Transparently: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://www.binaryfountain.com/

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TP31 - Advocating for Digital Online Advocacy Sep 06, 2017

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Advocacy is an activity by an individual or group which aims to influence decisions within political, economic, and social systems and institutions. For healthcare, online advocacy could take many forms including generating interest around a particular disease or condition, fundraising/giving for non-profit health systems or organizations and even health advocacy efforts. This week, hosts Reed Smith and Chris Boyer discuss the various digital tools organizations can use to help with advocacy efforts and share tips and concerns many of us face when embracing these efforts. Featuring an expert interview with Doug Ulman, president and CEO of Pelotonia, in which he shares his experience using digital in his current and previous role at LiveStrong. Notes:: - Health advocacy: https://en.wikipedia.org/wiki/Health_advocacy - Using social media as a tool to complement advocacy efforts: http://www.gjcpp.org/pdfs/ENScott%20_%20Maryman%20-%20Social%20media%20to%20complement%20advocacy%20FINAL-FORMATTED.pdf - Doug Ulman on LinkedIn: https://www.linkedin.com/in/dougulman/ - Doug Ulman on Twitter: https://twitter.com/dougulman - Pelotonia: http://pelotonia.org/ - With Joy wedding website builder: https://withjoy.com/ - Bullet Cable: https://www.bulletcable.com/ - Bensound Royalty Free Music: https://www.bensound.com/ Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Transparently: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://www.binaryfountain.com/

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TP30 - Online Patient Communities Aug 30, 2017

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The fundamental principle of the internet was to allow people across the world to find and connect with one another across topics of interest. For hospitals and health systems, this means providing ways for patients to connect and discuss their care. In this episode, hosts Reed Smith and Chris Boyer discuss the ways patients have started to use the internet and social media to connect, and how organizations can begin to embrace and develop online patient communities. Featuring an expert interview with Ed Bennett, in which he discusses the challenges hospitals face when launching online patient communities and why, despite the challenges, it’s important for health systems to consider these communities as part of their clinical and marketing outreach efforts. Notes:: - Four Types of Online Communities: https://www.visioncritical.com/types-of-online-communities-best-practices/ - Online Communities - Focusing on Sociability and Usability: https://pdfs.semanticscholar.org/0952/889b00e3e6a023787ad277a3ff1902c3786d.pdf - 4 Reasons Why Online Patient Communities Should be Embraced: http://medicaleconomics.modernmedicine.com/medical-economics/news/4-reasons-why-online-patient-communities-should-be-embraced - Online Patient communities - Are They Worth Your Time? http://blog.intakeq.com/online-patient-communities-are-they-worth-your-time/ - Facebook Wants to Nudge You Into Online Communities: https://phys.org/news/2017-06-facebook-nudge-meaningful-online-groups.html - Ed Bennett’s website: http://www.ebennett.org/ - Ed Bennett on Twitter: https://twitter.com/edbennett - Curatio: https://www.mycuratio.com/ - Content Marketing World 2017 Conference: http://www.contentmarketingworld.com/ - Advisory Board Webinar: Strategic Planning and Marketing: Get on the Same Page: http://ns.advisory.com/Arx-Webcon-Q317-Consumerism-Planning - HCIC 2017 Conference: https://www.hcic.net/ - Fiebing's Saddle Soap: https://www.fiebing.com/catalogue/soaps-oils/ - VSCO app: https://vsco.co/ Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Transparently: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain: https://www.binaryfountain.com/

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TP29 - Improving the Online Transaction Aug 23, 2017

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People don’t come to hospital websites for fun - they are there for a purpose. More times than not, that purpose is to engage and interact with the health system - finding a doctor, paying a bill, signing up for classes...even applying for a job. In this episode, hosts Reed Smith and Chris Boyer discuss how organizations can begin improving the online transaction. From understanding and defining users needs to diving deep into some of the principles of usability, this episode outlines important takeaways you can use to ensure you are delighting users looking to transact with your organization. Featuring an expert interview with Julie Yoo of Kyruus, in which she shares best practices in developing an effective online appointment scheduling system. Notes:: - KPMG 2017 study “The Truth About Online Consumers” https://assets.kpmg.com/content/dam/kpmg/xx/pdf/2017/01/the-truth-about-online-consumers.pdf - 10 Principles for Creating Amazing Online Retail Experiences https://econsultancy.com/blog/68839-the-10-principles-for-creating-amazing-online-retail-experiences - How to Address Shopping Cart Abandonment Rates: https://econsultancy.com/blog/69318-how-do-we-find-a-solution-to-the-great-shopping-cart-abandonment-problem/ - Julie Yoo LinkedIn: https://www.linkedin.com/in/juliekyoo/ - Julie Yoo Twitter: https://twitter.com/julesyoo - Kyruus: https://www.kyruus.com/ - ATLAS Conference: http://www.atlasconference.com/ - Content Marketing World Conference: http://www.contentmarketingworld.com/ - HealthCare Internet Conference 2017: https://www.hcic.net/ - Vanity Fair Generation Gap: https://www.vanityfair.com/culture/2015/10/generation-gap-guide - Curious Collection Note Cards: http://amzn.to/2vYieci Links: - Touchpoint podcast Twitter: https://twitter.com/touchpointpcast - Reed Smith Twitter: http://www.twitter.com/reedsmith - Chris Boyer Twitter: http://www.twitter.com/chrisboyer - Chris Boyer website: http://www.christopherboyer.com/ - Social Health Institute: http://www.socialhealthinstitute.com/ Sponsors: - Transparently: https://www.transparently.com/ - Influence Health: http://www.influencehealth.com/ - Binary Fountain:https://www.binaryfountain.com/

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