Customer Experience (CX)

How Your Health System Website Can Be Your Best Digital Salesperson

DeLeeuw-Paul-ddm

Against a backdrop of rapidly emerging digital marketing tools, the venerable website deserves as much attention as ever. Your website should be your best salesperson. It’s often the first point of contact with your company’s products and services for the majority of potential customers. Anything from a Google search to a radio ad or a Read More

Trendwatch: New Research Examines the Latest Digital Customer Experience Trends in Marketing

Salesforce chart image from their "State of Marketing" 8th edition report

In an era of heightened patient expectations and evolving consumer behaviors, the digital customer experience has emerged as a critical component in healthcare marketing, playing a pivotal role in delivering personalized care, enhancing patient satisfaction, and driving organizational growth. Slowly but surely, leaders of healthcare organizations are recognizing the strategic value that marketing brings to Read More

Digital Customer Experience: Where Are We on the Progress Bar?

jane-brubaker

// By Jane Weber Brubaker // Two research reports examine the state of marketing and digital customer experience across industries. Slowly but surely, leaders of healthcare organizations are recognizing the strategic value that marketing brings to the table. Technology adoption and increasing competence in its use to meet consumers at the point of their need Read More

When It Comes to Content, Cleveland Clinic Is Never Content

jane-brubaker

// By Jane Weber Brubaker // Five principles for leading your organization’s digital marketing efforts. Amanda Todorovich, Cleveland Clinic’s executive director of content marketing, freely admits that the scope of what she and her team are tasked with is not typical. How often does a CEO ask what it would take to become the best Read More

How AI Can Improve Your Site’s Search Functionality

Carrie Liken

Nowadays, we can type long, complex phrases into a search box and find pretty much exactly what we’re looking for on Google. Machine learning is running in the background, getting smarter and smarter. What if health system site searches could be that good? With a form of artificial intelligence, natural language processing, it’s becoming a Read More

AI Bringing Nuance and Depth to Customer Feedback on Important Issues

Haarmann-Annie-Reputation

Artificial intelligence (AI) gives healthcare organizations the ability to gain a better understanding of customer behavior, needs, and concerns, analyze data in real time, and strengthen customer engagement. AI enables collection of more patient feedback at a much bigger scale, and this means a more robust, statistically significant data set that supports strategic decisions and Read More

How UNC Health Makes Site Search More Google-Like

schwabel-matt-unc-health

// By Jane Weber Brubaker // Can AI make Find A Doctor functionality and site search work better for consumers? Think back to the earliest days of online search, when keywords first came to be. A typical call to action — in a TV spot or a print ad — would be something like this: Read More

AI Helps Yuma Regional Medical Center Understand What Matters Most to Patients

Headington-Machele-Yuma-Regional

// By Marlene Kurban // Using AI gives Yuma Regional Medical Center a better understanding of what its customers are saying about the medical center. It’s often very different from information collected on a paper survey. Artificial intelligence (AI) gives healthcare organizations the ability to gain a better understanding of customer behavior, needs, and concerns, Read More

Looking Forward, Healthcare Needs To Focus More on Service

Michael Dowling

Each year since 1999, the Society for Health Care Strategy & Market Development (SHSMD) produces Futurescan, a look at some of the major emerging trends likely to shape the healthcare industry in the next five years. The current edition spans 2022-2027. The topics cover a broad range of issues as we enter what we hope Read More

Chris Boyer Explains the Potential of Capacity Marketing

Beth Israel Lahey Health

Two years into the COVID-19 pandemic, hospitals around the country are learning how to deal with its lasting effects on hospital operations. Some health systems are developing a new marketing style to best match patient needs with available services. To learn more about this shift in marketing focus, we spoke with Chris Boyer, vice president Read More

Highlights from Futurescan 2022-2027

Randy Oostra

// By Jane Weber Brubaker // Can healthcare think and act like a service industry? How will Big Tech continue to challenge traditional healthcare? How will the industry adapt to new models that focus on care outside the hospital? Each year since 1999, the Society for Health Care Strategy & Market Development (SHSMD) produces Futurescan, Read More

How Tech and Healthcare are Looking to Partner in Meaningful Ways

Lee-Vivian-Verily

It’s always interesting to see who’s included in Modern Healthcare’s “100 Most Influential People in Healthcare” and how the list changes over time. In 2019, for example, Dr. Atul Gawande, CEO of Haven, the joint venture formed by Amazon, Berkshire Hathaway, and JPMorgan Chase, was included in the rankings. By 2021, Haven had been disbanded. Read More

Is Capacity Marketing the Next Step for Health Systems? Ask the Expert, with Chris Boyer, Vice President of Digital Strategy & Marketing Intelligence, Beth Israel Lahey Health

Boyer-Chris-BI-Lahey

// By Jim Samuel // “What health systems have to do now is get a better understanding of their customers’ needs, where they’re seeking care, and start to market to them where there is the capacity for care,” says Boyer. Two years into the COVID-19 pandemic, hospitals around the country are learning how to deal Read More

“The Happy Marriage of Health and Tech”

DeSalvo-Karen-Google-Health

// By Jane Weber Brubaker // Physicians leading the healthcare vertical in Big Tech companies are embracing the opportunity to leverage technology to solve healthcare’s biggest challenges. It’s always interesting to see who’s included in Modern Healthcare’s “100 Most Influential People in Healthcare” and how the list changes over time. In 2019, for example, Dr. Read More

The End of the Third-Party Data Era Is Coming Soon

blueconic

If you use third-party data for your marketing, it’s time for you to start getting ready to do something different. That’s because new privacy laws around the world, as well as new measures from Apple and Google, will soon make using third-party data a thing of the past. Coming changes will give consumers more control Read More

Assess How You’re Collecting and Using Your Healthcare Data

Optum

“From digital data streams to artificial intelligence and predictive analytics, the prevalence and use of marketing data is growing exponentially,” says Daniel Fell of Optum. “According to a recent State of Marketing report from Salesforce, the median number of data sources used by marketers grew 50 percent from 2019 to 2021. And the report showed Read More

Third-Party Cookie Deprecation: What You Should Do to Get Ready

Samantha Ngo

// By Jim Samuel // Third-party cookies may have received a reprieve, but that only gives you more time to prepare for their eventual demise. Whether it’s because of Apple’s security updates to its email app, Google’s end to support for cookies, or the new privacy laws in many states and countries, organizations that rely Read More

One Expert’s Take on Why and How Telehealth Could Be Better

Paragon

Telehealth skyrocketed during the pandemic as a way to keep patients and providers safe when in-person office visits weren’t absolutely necessary. The volume of virtual visits went from hundreds a month to thousands a day practically overnight, but the quality of the experience hasn’t always measured up. How do we make it better? To imagine Read More

Healthcare Data Is Growing, With a Profound Impact

“According to IDC, data in healthcare is expected to grow at a rate of 36 percent per year through 2025, outranking industries such as manufacturing, media, and financial services,” says Salchin Kalra, vice president of customer success at Infostretch. He says this is no accident. Read on for an excerpt from his new article: Data Read More