touch point podcast

TP433: Reputation Drift: How Algorithms and AI Are Rewriting Healthcare Brands

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Our digital world is ruled by AI algorithms who are now able to summarize your brand and influence search results. Chris Boyer and Reed Smith explore how these digital forces are reshaping public perception of healthcare organizations—and what can be done to defend and strengthen online reputation before it drifts away into the ocean of algorithms. They discuss

  • How third-party platforms like Google, Yelp, and Facebook Groups are now setting the first impression for hospitals and health systems
  • Why AI-generated summaries and reviews are redefining what consumers see—and why not managing online profiles leaves your brand vulnerable
  • The rise of fake, AI-generated reviews and why healthcare organizations are especially exposed
  • How "reputation forecasting" is becoming a necessary strategy to predict and prevent reputational risks before they escalate.
  • The growing gap between consumer expectations and healthcare reality when it comes to digital trust, and why maintaining accurate, up-to-date information is the new frontline in brand management.

    • Aaron Clifford from Press Ganey joins to share new research on how online reputation shapes consumer choice today, and what healthcare organizations must do to keep trust strong in the age of AI-driven consumer behavior.

    Mentions from the Show: 

    • US FTC finalizes ban on companies buying and selling fake online reviews  Reuters, August 14, 2024

    • Fake AI-generated reviews are all over the internet, research shows Fast Company

    • Insights from Feedtrail’s Community Health Patient Experience Summit 2024 

    • Navigating the Tipping Point: Strategies for Reputation Management in a Volatile Healthcare Environment

    • Aaron Clifford on LinkedIn

    • PressGaney.com

    • Press Ganey Report: Consumer Experience in Healthcare

    • Reed Smith on LinkedIn

    • Chris Boyer on LinkedIn

    • Chris Boyer website

    • Chris Boyer on BlueSky

    • Reed Smith on BlueSky


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