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PODCAST

touch point podcast

touch point media

touch point is a podcast dedicated to discussions on digital marketing and online patient engagement strategies for hospitals, health systems, and physicians" practices. In each episode, hosts Reed Smith and Chris Boyer dive deep into a variety of topics on the digital tools, solutions, strategies, and processes that are impacting the healthcare industry today.

business marketing

All Episodes

57:43

TP283 - Who Really is our Audience?

touch point podcast ·

2022/06/15

As health systems consider the needs of the modern healthcare consumer and reflect on how their current brand efforts align, it’s always important to understand our audiences. In this episode, hosts Chris Boyer and Reed Smith discuss different audience segmentations. Justin Wartell from Monigle joins to share the latest findings from their 5th Annual Humanizing Brand Experience study. Mentions from the Show: Focusing on heavy users of healthcare is the wrong way to control costs Humanizing Brand

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60:40

TP282 - The CMO Plus and the Disruption of Healthcare...

touch point podcast ·

2022/06/08

The role of the health system CMO is changing - in both responsibilities and their mindset. In this episode, hosts Reed Smith and Chris Boyer discuss how marketers need to embrace a “disruption mindset” (tip of the hat to Stephen Moegling), and the metamorphosis of the modern CMO. Laura Kreofsky from Pivot Point Consulting joins to share her insights on how Healthcare Retailization is forcing us to embrace transformation. Mentions from the Show: Healthcare Marketers: Do You Have a Disruption

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61:52

TP281 - ICYMI: What is ROMI (and Does it Differ from...

touch point podcast ·

2022/06/01

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

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56:24

TP277 - An #HMPS22 Round-up

touch point podcast ·

2022/05/25

In this episode, hosts Chris Boyer and Reed Smith reflect back on the most recent Healthcare Marketing and Physician Strategy Summit, and share insights and topics that were discussed including improving ways teams work together, approaches to digital transformation and content, as well as how to better engage our employees through communication and content. Kirsten Lecky from WriterGirl joins to share her experience working with health systems on building effective and authentic internal

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48:27

TP276 - Live from the 2022 Healthcare Marketing and...

touch point podcast ·

2022/05/18

Recorded live in Salt Lake City for the 27th Annual Healthcare Marketing and Physician’s Strategy summit, host Chris Boyer is joined by Vanessa Hill, of Beth Israel Lahey Health, Stephen Moegling from Hailey Sault, J.K. Llyod of Eruptr and Ahava Leibtag of Aha Media, where they share their reactions of what it’s like to finally attend a conference in person, the biggest challenges health systems face in the current state, and other big takeaways from this year’s summit. Mentions from the

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44:07

TP275 - A Newsroom Round-Up

touch point podcast ·

2022/05/11

In this episode, hosts Reed Smith and Chris Boyer discuss some of the latest news and articles that impact our industry. They first discuss how marketers are returning to traditional advertising and share their perspective on why this represents a pendulum shift away from digital-only approaches. Next, they share tips on how health systems can begin to build their first-party data to improve their marketing efforts. Lastly, they ruminate on how digital health literacy should be first and foremost in

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54:27

TP274 - Is There Too Much Choice in Healthcare...

touch point podcast ·

2022/05/04

The trends in healthcare consumerism are leading organizations to introduce more self-service and choice. But how can health systems know when they are going too far? In this episode, hosts Reed Smith and Chris Boyer discuss how necessity is becoming the strongest consumer force, and they also discuss why too much choice might be a bad thing for healthcare consumerism. Steve Leibforth of Everyday Health Group joins to share the results of a recent survey on changes to how patients are searching for

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60:56

TP273 - ICYMI: Yelp or HCAHPS: Which is Better to...

touch point podcast ·

2022/04/27

Today, there are a myriad of ways that patients can share their experiences with hospitals and health systems online. In this episode, hosts Reed Smith and Chris Boyer focus on two systems: Yelp and HCAHPS and discuss their differences, and how organizations should view both in the larger scheme of measuring patient experience. Featuring an expert interview with B.G. Porter of the Studer Group in which he discusses the impact consumerism is having on how hospitals can measure and solicit input from

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50:07

TP272 - The State of CRM in 2022

touch point podcast ·

2022/04/20

Customer Relationship Management (CRM) systems are one of the most important tools healthcare marketers can adopt to understand the efficacy of their efforts, yet even in 2022 there is still a lot of confusion on how best to leverage this platform. In this episode, hosts Chris Boyer and Reed Smith discuss if CRM solutions are keeping pace with our industry needs and share alarming findings on the health of CRM data. They are joined by Justin Rodriguez who shares suggestions for health systems to

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56:58

TP271 - The Ups and Downs of Digital Transformation

touch point podcast ·

2022/04/13

For hospitals and health systems, digital transformation continues to prove difficult. In this episode, hosts Reed Smith and Chris Boyer discuss Gartner predictions for digital transformation and tech leaders, and share the top five hurdles most organizations face with these initiatives. Tom Hileman of the Hileman Group joins to share important steps of the digital transformation journey including topics like change management, governance and key technology considerations. Mentions from the

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56:39

TP270 - The Provider Role in Transformation

touch point podcast ·

2022/04/06

Almost universally, health systems, clinicians, and even patients agree that the health care system needs digital transformation. In this episode, hosts Reed Smith and Chris Boyer discuss the biggest opportunity for successful digital transformation and share the latest HMSS study on the state of digital healthcare. Shelli Pavone, CEO and Co-founder of Inlightened, shares her experience leading innovation at small and large companies and the importance of engaging with the right innovative

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52:22

TP269 - Are we in a Digital Health Bubble?

touch point podcast ·

2022/03/30

The way healthcare is being delivered has significantly shifted over the past few years. The impact is being felt by every segment of the healthcare industry - from providers to payers to digital health. In this episode, hosts Chris Boyer and Reed Smith discuss the latest digital trends to watch for and even ponder if this is a “bubble” that is about to burst. Ann Stadjuhar joins us to discuss her perspective on how the digital health space is changing and what that change means to hospitals and

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59:57

TP268 - Making Your Content Standing Out from the Noise

touch point podcast ·

2022/03/23

Healthcare organizations face a daunting task with the content marketing and thought-leadership efforts - how can you reduce the signal-to-noise ratio while ensuring your content stands out? In this episode, hosts Chris Boyer and Reed Smith discuss the state of healthcare content marketing, the rise of the noise and share ideas on how to differentiate your efforts from others. Kristin Faulder from Heurisay joins to share her tips on how to use data as a way to strengthen your content

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58:38

TP267 - ICYMI: Meeting the New Digital Consumer’s...

touch point podcast ·

2022/03/16

As the new digital health consumer continues to familiarize and trust digital health solutions, health systems need to focus on those fundamental digital solutions to improve their overall experience. In this episode, hosts Reed Smith and Chris Boyer discuss the elements of a good digital health experience, and are joined by Chris Gervais of Kyruus who shares how patient access solutions are evolving as we move to the post-pandemic normal. Mentions from the Show: A Great Digital Healthcare

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50:18

TP266 - The Next Wave of Telemedicine and At Home Care

touch point podcast ·

2022/03/09

The need for virtual health solutions at the onset of the pandemic led to wide-spread adoption of telemedicine by providers and patients alike. However, over the years, this adoption rate has shifted and changed - based both on shifting patient expectations and provider acceptance of these tools. In this episode, hosts Reed Smith and Chris Boyer discuss the current trends impacting telehealth use in health systems, and how Care At Home trends are setting up long-term opportunities for combining

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59:33

TP265 - Local SEO and the Myth of Zero-Click Search

touch point podcast ·

2022/03/02

SEO remains an important part of a health system’s digital strategy - but how is it shifting in 2022? In this episode, hosts Chris Boyer and Reed Smith discuss the importance of local SEO to a hospital’s marketing strategy, and uncover the “myth” of the threat of zero-click searches. They are joined by Martha Van Berkel of SchemaApp, who shares her experience using schema to connect - and wow - online healthcare consumers when they search for care on Google. Mentions from the Show: Importance of

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59:46

TP264 - Designing a Voice of Customer Program

touch point podcast ·

2022/02/23

Healthcare organizations are transforming their patient experience measurements away from simple surveys to more sophisticated voice of customer programs. In this episode, Reed Smith and Chris Boyer share some of the pitfalls with survey-based measurement, and how to embrace predictive customer insight. They are joined by Amy Brown, CEO of Authenticx, who share how truly listening to the “voice of customer” in context of conversations helps to uncover hidden areas impacting the overall patient

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60:50

TP263 - The Purpose of Consumerism

touch point podcast ·

2022/02/16

Healthcare leaders now understand the transformative effect that consumerism is having on their industry. In this episode, Reed Smith and Chris Boyer share how consumerism has shifted in the last two years, how to use these shifts to drive experience, and then Chris Bevolo joins to share his perspective on the future of our industry and other insights from his new book, Joe Public 2030: Five Potent Predictions Reshaping How Consumers Engage Healthcare. Mentions from the Show: Conscious

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59:52

TP262 - The Winds of Change

touch point podcast ·

2022/02/09

The healthcare industry is facing extreme pressures to change and transform. In this episode, hosts Chris Boyer and Reed Smith discuss the outlook for healthcare - both at a macro and micro level - and ask if we are finally seeing the long-promised transformation of our industry. They are joined by Carrie Liken, Head of Healthcare Industry at Yext, who shares her predictions on how health systems and providers will change to meet the needs of consumers today. Mentions from the Show: Deloitte:

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49:31

TP261 - The New Dynamic of Patient-Provider...

touch point podcast ·

2022/02/02

The importance of patient-provider communications has always been important, but as health systems adopt more ways to allow patients to connect with their care online, how has this impacted the way patients want to interact with their care team? In this episode, hosts Chris Boyer and Reed Smith share how consumerism and patient experience expectations are also shaping the ways and methods in which they communicate. They are joined by Dr. Bryan Vartabedian, who shares his perspective on ways

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524 results

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