touch point podcast

Now that many health systems across the country have implemented telehealth solutions, many of them are taking a step back to evaluate the myriad of options available to determine the best ways to align to their customers’ needs. In this repeat of a previous episode, hosts Chris Boyer and Reed Smith dive into the “telehealth tech stack,” sharing the four major categories of telemedicine platforms and the underlying technology that can make virtual care solutions impactful. They are joined by Jonathan Pearce, CEO of Zipnosis, who shares his experience running a telehealth company and where the industry might be headed. 

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Finding a doctor is what hospitals and health systems label a “super-task” - yet, the nuances of how to optimize this customer journey can become complex. In this episode, hosts Chris Boyer and Reed Smith walk through the various stages of selecting a doctor, and share research on how to optimize the user experience. They are joined by Martha van Berkel of SchemaApp, who shares how organizations should leverage structured data and schema to ensure physician profiles are optimized for online searches. 

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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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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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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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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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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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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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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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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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