touch point podcast

Throughout the pandemic, health systems across the country quickly enabled telehealth and telemedicine solutions to continue to serve their patients. But as we enter 2022, some signs are indicating that the virtual solutions are losing adoption and use. In this episode, hosts Chris Boyer and Reed Smith discuss the state of telemedicine, where the industry might be headed and how some studies revea...

Healthcare organizations face incredible industry challenges in 2022, they also must rethink their patient experience, marketing and data strategies. In this episode, hosts Reed Smith and Chris Boyer share ways leading health systems have implemented “big ideas” in their marketing, and how focusing on patient experience can help healthcare leaders transform their strategies. They are joined by Chr...

In our annual “Best-of” 2021 show, hosts Reed Smith and Chris Boyer reflect back on this work-from-home year, sharing some of their most favorite topics, guests and episodes from the TouchPoint podcast and countdown listener’s top voted categories, including best episodes topic and best guest expert (Brian Gresh).  Best Cold Open:  Peeps Flavored Pepsi from TP217 – Meeting the New Digital Consumer...

In our annual holiday charcuterie episode, hosts Reed Smith and Chris Boyer highlight clips from some of the most-downloaded shows on the Touch Point Media Network, including conversations about digital mental health, using data to conquer cancer, relieving anxiety and cultivating stability in healthcare, and healthcare innovation and transformation in nursing. Listen in and enjoy these multiple c...

With the ongoing acceptance of digital as a means to select and receive care, healthcare consumers are shifting expectations on what they are looking for in their care journey. In this episode, Chris Boyer and Reed Smith discuss some recent studies that highlight the modern patient journey, shifts in how people search for doctors, and the need to find a “provider like me.” They are joined by Greg...

Health systems are starting to realize that there is a significant need to develop a succinct customer service operation at their organizations. But what is the best way to accomplish this, and does marketing have a role in this strategy? In this episode, hosts Reed Smith and Chris Boyer discuss the impact the pandemic has had on healthcare contact centers, the importance of developing a customer...

In some ways, 2021 has seen some significant changes in the way hospitals and health systems use social media. In this episode, hosts Chris Boyer and Reed Smith share their perspective on the state of healthcare social media, and even share top expert industry predictions of what social media experts should be focusing on in the future. They are joined by Ed Bennett of Martech.health, who shares h...

For all organizations, an effective digital marketing strategy is important. For those of us practicing digital marketing for hospitals and health systems, the stakes are much higher. In this episode, hosts Reed Smith and Chris Boyer discuss the important role digital marketing has in a purpose-driven industry, and digital tools are not only smart for business but also help us better understand ou...

In this milestone episode, hosts Chris Boyer and Reed Smith look back over the pervious 250 episodes o the show and highlight three expert interviews that illustrate the breadth and depth of topics and expertise highlighted in this podcast. First, Matt Gove shares insights on how to capture voice of customer. Then, Carrie Liken discusses why your website isn’t your website anymore. Finally, we end...

In this episode, hosts Reed Smith and Chris Boyer are back to talking about ROI again, and sharing the differences between true ROI, ROMI and ROAS - the three stepbrothers of marketing measurement - and share the basics of Marketing ROI to outlining the activities needed to measure marketing impacting. They are joined by Dan Small, Senior Director of Digital Strategy at Hartford HealthCare, who sh...

Health system digital presences can be amplified with the adoption of a content federation strategy. In this episode, hosts Chris Boyer and Reed Smith share the basics of content federation, the three critical approaches to consider, and then are joined by Scott Andrews of Kyruus and Mark Menton of HealthSparq, who share the importance of including 3rd party sites as your content distribution stra...

While hospitals and health systems are beginning to embrace Digital Front Door strategies, are they enough? In this episode, Chris Boyer and Reed Smith discuss the concept or a “digital revolving door” - in which patients (both new and existing) are beginning to turn to the internet before, during and after their care and share research on how health care leaders are starting to look at digitizing...

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...

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 s...

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...

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 J...

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 t...

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 heal...

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...

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 ti...

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...

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...

In healthcare, many of us approach B2B and B2C marketing as two discrete strategies and approaches. In this episode, hosts Chris Boyer and Reed Smith share how while each effort does have one striking difference (namely the audience type), digital marketing is hastening the convergence of these two efforts into interdependent efforts. They are joined by Brittney Hanson of Hailey Sault, who share h...

In this special podcast, hosts Reed Smith and Chris Boyer sit down with Lee Aase, formerly ther director of the Mayo Clinic Social Media Network, to discuss the evolution (and revolution) of social media’s use in hospitals over the past ten years. From the early days in which social media was free but not officially condoned for use in health systems to the formal development of the Mayo Clinic So...

Health digital marketers are often asked to remove or suppress incorrect or negative information online. However, this is often easier said than done. In this episode, hosts Reed Smith and Chris Boyer share some of the later online reputation statistics, briefly dive into explaining how changes to the Google Search algorithm are rapidly changing and share tips on how organizations can engage in “s...