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touch point podcast
touch point podcast episodes
- TP50 - The 5 x 10
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 websiteGood & Gold’s Top 10 Digital Marketing Trends of 2018Digital Marketing Magazine’s Top 10 Digital Marketing Trends of 2018Gartner’s Top 10 Strategic Technology Trends for 2018Entrepreneur.com’s 10 Social-Media Trends to Prepare for in 2018Forbes’ Top 10 Most Transformative Technologies For Marketing In 2018Find Us Online:Touchpoint podcast TwitterReed Smith TwitterChris Boyer TwitterChris Boyer websiteLearn more about your ad choices. Visit megaphone.fm/adchoices
1 hr - TP49 - Putting the Patient First in Your Digital Strategy
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 websiteUnderstanding New PowerHow Patient Engagement Strategies are Changing Patient ExpectationsLeaning In to Patient ExperienceThe New World of Patient Experiencee-Patient Dave websitee-Patient Dave on LinkedIne-Patient Dave on TwitterFind Us Online:Touchpoint podcast TwitterReed Smith TwitterChris Boyer TwitterChris Boyer websiteSocial Health InstituteLearn more about your ad choices. Visit megaphone.fm/adchoices
1 hr 8 min - TP48 - Data: The Dangerous Currency of Ransomware
This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth.
There are multiple ways we use the internet to track our health and interact with care providers. This digital footprint has proven to be a pro and con to those working in the industry. CIOs and those in IT at hospitals and health systems have long been concerned with HIPAA and PHI data security. In this episode, hosts Chris Boyer and Reed Smith discuss how “ransomware” - one of the most pressing threats to the healthcare industry - has evolved over the years and how health systems today are responding to these cybersecurity threats. Our interview with John Mason of OakHorn Solutions in which he shares his experience working with hospital leaders on how to best prepare for malware/ransomware threats.Mentions from the Show:Michael Venske’s website: michaelvenske.comThe Hidden Data Economy: The Marketplace for Stolen Digital Information whitepaper: https://www.coursehero.com/file/20348238/digital-economy/I Feel Nothing: The Home Depot Hack and Data Breach Fatigue: https://www.npr.org/sections/alltechconsidered/2014/09/03/345539074/i-feel-nothing-the-home-depot-hack-and-data-breach-fatigueWikipedia definition of Ransomware: https://en.wikipedia.org/wiki/RansomwareA History of Ransomware Attacks: https://digitalguardian.com/blog/history-ransomware-attacks-biggest-and-worst-ransomware-attacks-all-timeYou Should Share Your Health Data: Its Value Outweighs the Privacy Risk: http://www.kpcb.com/blog/you-should-share-your-health-data-its-value-outweighs-the-privacy-riskHow Much is Your Health Data Worth? https://innovatemedtec.com/content/how-much-is-your-health-data-worthJohn Mason on LinkedIn: https://www.linkedin.com/in/johnmason4/John Mason on Twitter: https://twitter.com/jtmasonivOakHorn Solutions: http://oakhornsolutions.com/Find Us Online:Touchpoint podcast Twitter: https://twitter.com/touchpointpcastReed Smith Twitter: http://www.twitter.com/reedsmithChris Boyer Twitter: http://www.twitter.com/chrisboyerChris Boyer website: http://www.christopherboyer.com/Social Health Institute: http://www.socialhealthinstitute.com/Sponsors:Loyal: https://loyalhealth.com/Influence Health: http://www.influencehealth.com/Binary Fountain: https://binaryfountain.com/dotHealth: https://get.health/touchpointLearn more about your ad choices. Visit megaphone.fm/adchoices
1 hr 5 min - TP47 - 2017 Year in Review
This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth.
In this very special episode, hosts Reed Smith and Chris Boyer recap the past year, sharing the high (and low) moments from the show, including awarding the first annual “touchies” award in the following categories: Best “Cold Open,” Best Episode, Best Alternate Name for TouchPoint/TouchCounterPoint, Best Guest and Biggest Fan. Special thanks to all of our listeners, guests and sponsors for making 2017 a transformative year for our podcast - and we look forward to much more in 2018! Happy New Year!Find Us Online:Touchpoint podcast Twitter: https://twitter.com/touchpointpcastReed Smith Twitter: http://www.twitter.com/reedsmithChris Boyer Twitter: http://www.twitter.com/chrisboyerChris Boyer website: http://www.christopherboyer.com/Social Health Institute: http://www.socialhealthinstitute.com/Learn more about your ad choices. Visit megaphone.fm/adchoices
1 hr 5 min - TP46 - The How and Why of ROI
This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth.
Measuring ROI is not for the faint of heart. However for hospital and healthcare marketers, it is one of the most important KPIs that they can track. In this episode, hosts Chris Boyer and Reed Smith discuss the difficulty many in the industry face when trying to track the financial return of their efforts. With tips on how to use CRM, marketing automation, websites and other digital tactics to measure ROI, the hosts discuss the pros and cons of how we’re currently using these tools to track our financial impact. Featuring an expert interview with David Marlowe, owner of Strategic Marketing Concepts, in which he shares his 30+ years experience helping hospitals in their measurement strategies.Mentions from the Show:Michael Venske’s website: michaelvenske.comFormula for ROI: https://www.investopedia.com/terms/r/returnoninvestment.aspTracking Goals/conversions in Analytics: https://support.google.com/analytics/answer/1012040?hl=enPPC - https://www.searchenginejournal.com/5-essential-roi-formulas-every-ppc-manager-really-needs-know/157051/Marketing Automation ROI: https://www.newfangled.com/roi-measurement-with-marketing-automation-6/Website ROI: https://www.growthlabs.marketing/blog/how-to-measure-roi-websiteSocial media: https://www.slideshare.net/ChrisBoyer/texas-hospital-association-social-media-roi-reform-presentationPR Barcelona Principles: http://www.prnewsonline.com/barcelona-principles-2-0/David Marlowe LinkedIn - https://www.linkedin.com/in/david-marlowe-8041b46/Touch•point Podcast End-of-year Survey: https://reedsmith.typeform.com/to/MH3lLvRadan A22 Carry-on Luggage: https://www.raden.com/products/a22-carry?product_1_color_name=black&product_1_finish_name=glossMoo Cards: https://www.moo.com/us/Find Us Online:Touchpoint podcast Twitter: https://twitter.com/touchpointpcastReed Smith Twitter: http://www.twitter.com/reedsmithChris Boyer Twitter: http://www.twitter.com/chrisboyerChris Boyer website: http://www.christopherboyer.com/Social Health Institute: http://www.socialhealthinstitute.com/Learn more about your ad choices. Visit megaphone.fm/adchoices
1 hr 3 min - TP45 - Marketing and Communications: Two Sides of the Same Coin
This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth.
What’s the difference between marketing and communications? In this episode, hosts Reed Smith and Chris Boyer discuss the definitions of each, and how in hospitals these definitions have often become muddled and intertwined, and how digital has forced these traditionally siloed departments to begin rethinking and retooling the way they work together. From trying to define who owns social media, to highlighting the differences between content marketing and brand journalism, are digital tools reshaping the way we integrate together? Featuring an expert interview with Matt Kucharski, president of Padilla, in which he shares his experience and thoughts on the difference between marketing and communications.Mentions from the Show:Advisory Board - Structure of Integrated Marketing and Communications Departments at Hospitals; https://www.advisory.com/research/market-innovation-center/original-inquiry/2007/06/structure-of-combined-marketing-and-communications-departments-at-amcsAMA Definition of Marketing: https://www.ama.org/AboutAMA/Pages/Definition-of-Marketing.aspxPR and Marketing - What’s the Difference? https://publicrelationssydney.com.au/pr-marketing-whats-difference/David Meerman Scott - PR vs. Marketing vs. Social Media: https://www.webinknow.com/2013/06/pr-vs-marketing-vs-social-media.htmlMatt Kucharski LinkedIn - https://www.linkedin.com/in/mattkucharski/Matt Kucharski Twitter - https://twitter.com/mkucharskiPadilla Communications Company - https://www.padillaco.com/Touch•point Podcast End-of-year Survey: https://reedsmith.typeform.com/to/MH3lLvFind Us Online:Touchpoint podcast Twitter: https://twitter.com/touchpointpcastReed Smith Twitter: http://www.twitter.com/reedsmithChris Boyer Twitter: http://www.twitter.com/chrisboyerChris Boyer website: http://www.christopherboyer.com/Social Health Institute: http://www.socialhealthinstitute.com/Learn more about your ad choices. Visit megaphone.fm/adchoices
1 hr 2 min - TP44 - Is Marketing Quality, Quality Marketing?
This episode is made possible by our sponsors, Loyal, Influence Health, & Binary Fountain.
Traditionally, marketing and quality departments operate separately within a hospital. However, much like other areas in a health system (patient experience, IT, clinical care), we are starting to see marketing departments play an active role is quality initiatives. In this episode, hosts Reed Smith and Chris Boyer discuss how certain quality measures play an important role in healthcare consumerism and share ways in which marketing can successfully promote quality to various stakeholders. From the Joint Commission certification through the Magnet Journey, digital marketing is playing an active role in support quality efforts. This episode also features an expert interview with David Thomsen of 3rd Gate Consulting in which he shares his experience in using social media as a quality input to the Baldridge Award.Mentions from the ShowWhat are Quality Measures - https://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/QualityMeasures/index.htmlThe role of quality in hospitals - https://www.ahrq.gov/professionals/quality-patient-safety/talkingquality/create/hospitals/examples.htmlAHA Pricing Transparency Toolkit - http://www.ahacommunityconnections.org/content/14transparencytoolkit.pdfEvolution of Social Media in Balrdridge - https://www.linkedin.com/pulse/20140828132202-13988078-malcolm-baldrige-quality-award-how-social-media-is-evolving/Joint Commission “How to Find Reliable Online Health Information” - https://www.jointcommission.org/assets/1/18/patient_101.pdfTexas Health Quality page - https://www.texashealth.org/Pages/Quality-and-Patient-Safety.aspxDave Thomsen LinkedIn - https://www.linkedin.com/in/david-thomsen-a86a3812/Third Gate Consulting - http://thirdgateconsulting.com/Find us OnlineTouchpoint podcast Twitter: https://twitter.com/touchpointpcastReed Smith Twitter: http://www.twitter.com/reedsmithChris Boyer Twitter: http://www.twitter.com/chrisboyerChris Boyer website: http://www.christopherboyer.com/Social Health Institute: http://www.socialhealthinstitute.com/Learn more about your ad choices. Visit megaphone.fm/adchoices
1 hr 9 min - TP43 - The Rise of the Robots...er, Chatbots
Chatbots are not a new concept - they have been around since 1994. But with recent advances in artificial intelligence (AI) and machine learning - along with major platform providers like Facebook, Google and Microsoft providing access to their technologies to conversational UI developers - the expansion of chatbots is dramatically expanding in many industries - including healthcare. In this episode, hosts Reed Smith and Chris Boyer discuss the rise of the chatbots in hospitals and health systems, sharing examples and types of applications and discussing some of the interesting challenges chatbot technology faces when being adopted in a health setting. This episode also features an expert interview with Steve Leibforth of Healthgrades in which he shares some of the ways they are working with hospitals on clinical chatbot solutions.
Show Notes:- Chatbot wikipedia - https://en.wikipedia.org/wiki/Chatbot- Turing Test wikipedia - https://en.wikipedia.org/wiki/Turing_test- Chatbots - The Conversational Enterprise: https://dupress.deloitte.com/dup-us-en/focus/signals-for-strategists/era-of-conversational-user-interface-chatbots.html- How Chatbots Will Shape the Future of Healthcare - https://chatbotsmagazine.com/how-chatbots-will-shape-the-future-of-healthcare-fa8e30cebb1c- Challenges with Chatbots — not just technical - https://chatbotslife.com/challenges-with-chatbots-not-just-technical-ecb39612422f- Healthgrades CareChats Chatbot solution - https://www.hospitals.healthgrades.com/hospitals/solutions/engage-and-retain-patients/carechats/- Steve Leibforth LinkedIn - https://www.linkedin.com/in/sleibforth/- Steve Leibforth Twitter - https://twitter.com/sleibforthLinks:- 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://loyalhealth.com/- Influence Health: http://www.influencehealth.com/- Binary Fountain: https://binaryfountain.com/Learn more about your ad choices. Visit megaphone.fm/adchoices
1 hr 8 min - TP42 - Healthcare Internet of Things: It’s Getting HIoT in Here
We’ve all heard the buzz-term - “the Internet of Things” (or IoT). But for healthcare, what does that really mean? In this episode, hosts Chris Boyer and Reed Smith dive into a newly formed buzz-term: HIoT (or Healthcare Internet of Things). From health and wellness trackers to medical devices that are always-on and connected, they dive deep into the ways hospitals and health systems are developing internet connected device offerings for patients and physicians. What are the impacts and challenges of adopting these new technologies into clinical care management? Also, this episode features an expert interview with Stephanie Ayars from the Mayo Clinic, discussing their new Mayo Clinic First Aid Alexa skill.
Show Notes:- Value Creation and Value Capture of the Internet of Things: https://dupress.deloitte.com/dup-us-en/deloitte-review/issue-17/value-creation-value-capture-internet-of-things.html?icid=interactive:not:aug15- Ten Examples of the Internet of Things in Healthcare:: https://econsultancy.com/blog/68878-10-examples-of-the-internet-of-things-in-healthcare- Five Challenges of IoT in Healthcare:: http://searchhealthit.techtarget.com/tip/Five-challenges-of-IoT-in-healthcare-that-put-it-at-risk-of-failure- Mayo Clinic Alexa First Aid Skill: https://www.mayoclinic.org/voice/apps- Stephanie Ayars on LinkedIn: https://www.linkedin.com/in/stephanieayars/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://loyalhealth.com/- Influence Health: http://www.influencehealth.com/- Binary Fountain: https://binaryfountain.com/Learn more about your ad choices. Visit megaphone.fm/adchoices
1 hr 4 min - TP41 - Defining Consumerism in Healthcare
It’s clear that marketing and patient experience efforts in hospitals are trying to address an unparalleled shift to consumerism. But is the concept of “consumerism” the same for the healthcare industry as it is for other industries? Can hospitals ever become as “consumer-first” as Amazon, Uber or Disney? In this episode, hosts Reed Smith and Chris Boyer explore the concept of consumerism and address trends that are impacting how hospitals and health systems are transforming their organization to embrace a patient-first mentality. Featuring an expert interview with Gary Frazier of OM Healthcare, in which he shares his perspective on empowering the consumer in healthcare and how his organization seeks to put the consumer first in an open marketplace.
Show Notes:- Wikipedia definition of Consumerism: https://en.wikipedia.org/wiki/Consumerism- Advisory Board - How Consumerism is Redefining the Role of the Hospital Strategic Planner: https://www.advisory.com/research/health-care-industry-committee/the-bridge/2017/01/consumerism-and-the-strategic-planner- Kaufmann Hall - 2017 State of Healthcare Consumerism study: https://www.kaufmanhall.com/resources/2017-state-consumerism-healthcare- Gary Frazier on LinkedIn: https://www.linkedin.com/in/gary-d-frazier-56113011/- OM Healthcare: https://www.omhealthcare.com/- Crooked Conversations: https://itunes.apple.com/us/podcast/crooked-conversations/id1292665011?mt=2- Foam Acoustic Panels: https://www.amazon.com/Burgundy-Charcoal-Acoustic-Panels-Studio/dp/B01G63LD4Q/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://loyalhealth.com/- Influence Health: http://www.influencehealth.com/- Binary Fountain: https://binaryfountain.com/Learn more about your ad choices. Visit megaphone.fm/adchoices
1 hr 5 min
About touch point podcast
From the publisher's feed
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.
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