touch point podcast

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Innovation. Everyone’s talking about it, but how do we actually embrace it? For hospitals and health systems - typically saddled with complex, large and siloed organizations - finding ways to innovate and improve the way to deliver care can be notoriously difficult. In this episode, hosts Reed Smit...

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Hospitals and health systems understand the importance of understanding and optimizing the customer experience. Whether through customer journey mapping or developing systems to gain a 360 degree voice of the customer, the fact remains - superior customer experiences are the most impactful way to d...

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Recent changes to the Facebook News Feed algorithm are forcing hospitals and health systems to rethink their approach to leveraging this popular social platform. In many ways, this will impact the ways we utilize Facebook advertising, as well. In this episode, hosts Reed Smith and Chris Boyer explo...

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Disruption in healthcare comes in many forms, but the often when talking about outside threats to the industry, healthcare professionals often focus on technology companies as the most disruptive. And specifically, the three major tech companies looking to disrupt our industry are Google, Facebook...

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. For integrated hospitals and health systems, the simple task of managing your online location directories - whether through your website or on third-party listing sites - can be excruciatingly frustrating. From keeping up with manual updates to trying to develop a single source of truth, the proces...

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. Digital hospital marketers and communicators often struggle to build strong relationships with their audiences. At a time when customer loyalty is impacting the relationship patients have with health systems, the importance of identifying and leverage superfans is becoming more and more imperative....

This episode is made possible by our sponsors, Loyal, Influence Health, Binary Fountain & dotHealth. There has been increasing demand for physicians and doctors to play a more active role in digital, but what does that exactly mean? In this episode, hosts Reed Smith and Chris Boyer break down the differences of digital in healthcare - digital marketing, digital health, digital innovation and digit...

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 li...

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 h...

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....

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/TouchCounterPoin...

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...

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...

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 Chri...

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 episo...

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 developin...

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 addr...

The concept of personalization (or personalized marketing) is often misunderstood by healthcare marketers and communicators, yet many of us aspire to embrace these concepts through our digital efforts. With the tools and techniques now available to hospitals and health systems, many organizations are starting to explore how to combine their websites, social media, CRM, and other digital channels t...

For hospitals and health systems trying to embrace the digital age, it’s important to understand the pros and cons of such an approach. In this episode, hosts Chris Boyer and Reed Smith discuss a very important topic: data and cyber security risks. Tasked with protecting HIPAA and PHI, the constant pressure to keep data safe and secure is critical. Chris and Reed share ways in which, CIOs and IT d...

Recorded live at the Healthcare Internet Conference in Austin, Texas, hosts Chris Boyer and Reed Smith welcome expert guests from the industry - Tony Huth, EVP and Co-Founder of Medicom Health, Peter Alperin, VP at Doximity and Aaron Clifford, SVP of Marketing at Binary Fountain. The panel engages in a spirited conversation about the digital experience for both patients and physicians, trends in o...

With Artificial Intelligence, Machine Learning and the rise of computer-assisted technologies, hosts Reed Smith and Chris Boyer dive into an almost philosophical discussion on whether machines are poised to take over healthcare. Is the Singularity upon us? With a discussion on how computers have developed more intelligence and the rise of computer learning, the hosts discuss a number of trends in...

For hospitals and health systems, education is an important way to not only train new entrants into the field (through residencies and fellowships), but also hone existing talent (through CMEs and CNEs). In this episode, hosts Reed Smith and Chris Boyer discuss how healthcare organizations are using education and the growing role of digital in evolving and reshaping the way this training is delive...

Are you in the middle of planning for 2018? Tune in to listen to Chris, Reed and special guest Bobby Rettew talk about considerations around new technology and trends that are impacting healthcare marketing as we move into the next calendar year. Special thanks to our sponsors - Transparently - Binary Fountain - Influence Health Learn more about your ad choices. Visit megaphone.fm/adchoices

According to Wikipedia, the term crisis management is defined as "a set of factors designed to combat crises and to lessen the actual damages inflicted.” While every hospital and health system has had to face a crisis at some point in time, the use of digital tools have often not been properly leveraged to assist with crisis communication. In this episode, hosts Reed Smith and Chris Boyer discuss...

The beauty about digital is that everything is absolutely measurable. And while measuring ROI is now the norm for healthcare digital marketers, can we also claim that digital can have an impact on quality? Is there such a thing as “Return on Health” (ROH)? In this episode, hosts Reed Smith and Chris Boyer discuss the corollary and causal impacts a good digital presence can have on impacting qualit...