patient loyalty

How To Create the Experiences Your Customers Expect and Want

Piedmont Healthcare Logo with margin

In our new Ask the Expert column by Jared Johnson, Matt Gove, chief consumer officer at Piedmont Healthcare and eHealthcare Strategy and Trends editorial advisory board member, shares his perspectives on how healthcare marketing teams can create the experiences consumers expect. Here’s an excerpt: eHST: In general, where should healthcare marketers be focused today, and Read More

Succeeding with Customer Experience Management

Matt Gove, chief consumer officer at Piedmont Healthcare

Ask the Expert with Matt Gove, Chief Consumer Officer, Piedmont Healthcare // By Jared Johnson // Success for marketing teams rests on their ability to be seen as a critical business function, not just the ones who produce “pretty things.” This starts by using data to be the voice of the customer. Here, Matt Gove, Read More

M&A News: Healthgrades Acquires Influence Health

Rob Draughon

Conversation with Rob Draughon, CEO, Healthgrades // By Jane Weber Brubaker // On January 8, Healthgrades announced its acquisition of Influence Health at the 37th Annual J.P. Morgan Healthcare Conference in San Francisco. We spoke with Healthgrades CEO Rob Draughon to hear more about the strategy and plans for the combined portfolio of products and Read More

Keys To Understanding and Improving Consumers’ Healthcare Journeys

Pamela Maas, chief business development and marketing officer at Gundersen Health System

Healthcare marketing today is about much more than getting someone in the door for an appointment. Rising care costs, evolving technology, and new payment structures have changed the way consumers make healthcare decisions and altered how healthcare marketers approach patient loyalty. Healthgrades’ recently published white paper “The Longitudinal Customer Journey” focuses on integration of electronic Read More

Healthcare Consumer Engagement Hubs: A Framework for Improving Consumer Health Journeys

Melanie Graham

// By Melanie Graham // Healthcare marketing today is about much more than getting someone in the door for an appointment. Rising care costs, evolving technology, and new payment structures have changed the way consumers make healthcare decisions and altered how healthcare marketers approach patient loyalty. Healthgrades’ recently published white paper “The Longitudinal Customer Journey” Read More

New Tool Provides a More Holistic View of Patients

Michael Bennick, MD, medical director for patient experience at Yale New Haven Hospital and Yale New Haven Health

Few things in life are as personal as our health, yet when we seek care, it can often feel impersonal. How well does a physician really know us? How comfortable are we in openly discussing the real reason for our visit — the one we didn’t share when we made the appointment online or spoke Read More

Customer Experience and Healthcare Consumerism: Are Providers Meeting Customer Expectations?

Matt Gove, chief consumer officer at Piedmont Healthcare

How well are providers meeting the expectations of healthcare consumers? Two recent surveys shed some light on the issue.

Doctor.com surveyed 1,718 patients in 2018 to assess their needs and preferences regarding the customer experience of healthcare.

The latest survey from Kaufman Hall, on the other hand, focuses on consumerism from the provider side, and offers an analysis of where 425 respondents from 200 healthcare organizations rate.

Research Update: Looking at Consumer Expectations from Both Sides

Jane Weber Brubaker

// By Jane Weber Brubaker // How is healthcare doing in terms of meeting customer expectations? Doctor.com surveyed 1,718 patients in 2018 to assess their needs and preferences regarding the customer experience of healthcare. Kaufman Hall’s latest survey focuses on consumerism from the provider side, and offers an analysis of where 425 respondents from 200 healthcare organizations rate themselves on everything from improving customer experience to providing price transparency. In this article, we’ll share highlights from both surveys, one confirming that consumers have high expectations of providers, the other showing positive movement but slow progress in meeting those expectations.

The Intersection of AI and Healthcare

chat bot with billing agent for piedmont healthcare from Loyal healthcare

The media, including social media, are buzzing about AI, or artificial intelligence. As of this writing in late November, the top trending article on Facebook is “Facebook Is Using Artificial Intelligence to Spot Suicidal Tendencies in Its Users.” On LinkedIn, it is “Where Will AI Increase and Decrease Costs in Healthcare?” Is AI just the Read More

The Front Door Is NOT Your Hospital’s Website: Why Reputation Management Matters

// By Jane Weber Brubaker // Hospitals and health systems think of their websites as the digital “front door” to their organizations, but before consumers get there, search engine results could steer them away to competitors with higher star ratings and more positive reviews. Reputation is everything. The sheer number of places consumers post information Read More

Healthcare Consumer Experience In 2017

// Sponsored Post //

A Practical Guide for Healthcare Executives, Marketers, Clinicians, IT Professionals

It’s time to come together.

Today’s patient engagement is consumer engagement. And when you create a superior digital consumer experience in healthcare, you drive everything from brand awareness to patient acquisition to consumer engagement to loyalty. But understanding how to accomplish this with healthcare technology across channels and with different stakeholders across your organization can be challenging.

This guide covers everything from healthcare CRM to hospital websites to social media to patient portals to cutting-edge consumer experience tools with a strategy for getting healthcare executives, marketers, clinicians, and IT professionals all on the same page. We’ve presented a road map for better healthcare consumer experiences.

 
Download now »
 

Think You’re Not in the Customer Service Business? Think Again.

Kyra Hagan

“Outside of healthcare, customer experience drives business,” notes Kyra Hagan, senior vice president and general manager, marketing & communications at Influence Health. “Retailers and hospitality providers have realized explosive revenue growth and brand loyalty by deploying best practices in customer engagement. Unfortunately, the healthcare industry has fallen behind by not truly treating prospects and patients Read More

Learning to Treat Healthcare Consumers Like Customers

Kyra Hagan

// By Kyra Hagan // Outside of healthcare, customer experience drives business. Retailers and hospitality providers have realized explosive revenue growth and brand loyalty by deploying best practices in customer engagement. What are those best practices? World-class customer experience requires tightly integrating cross-channel data to bridge digital and in-person encounters. Unfortunately, the healthcare industry has Read More

An Insider’s View of the Digital Transformation of Healthcare

Mayur Gupta

Mayur Gupta is a marketing technology visionary with diverse industry background including C-level executive positions at Healthgrades, Kimberly-Clark, and Spotify. “The world is dramatically changing,” Gupta notes. “We finally have the consumer as the protagonist. [The main character is] no longer the retailer or the seller. The evolution that has happened over the past 10 Read More

What Is the Role of a Marketing Technologist?

Mayur Gupta

Ask the Expert, with Marketing Technologist Mayur Gupta // By Jane Weber Brubaker // Mayur Gupta is a marketing technology visionary with diverse industry background including C-level executive positions at Healthgrades, Kimberly-Clark, and Spotify. In eHST’s latest interview, Gupta discusses the evolution of marketing from a multi-industry perspective, and shares his thoughts on how digital Read More

A Disney Strategy That Can Transform Your Website

Andy Gradel, System Director of Digital Marketing, Main Line Health

“Imagineering is a concept created by Walt Disney in 1952 as ‘the blending of creative imagination with technical know-how,’” says Andy Gradel, system director of digital marketing for Main Line Health in Philadelphia. “At its core, imagineering is rooted in storytelling, with projects using extensive theming, atmosphere, and attention to detail in an attempt to create attractions Read More

Former Amazon Execs Drive Innovation at a Nonprofit Health System

Mary Haggard, Vice President, Consumer Innovation, Providence St. Joseph Health

There is no shortage of digital innovation in any field these days, but in healthcare, there has been an explosion of interest in developing digital solutions for the industry’s most pressing problems. The challenge has been that the culture of innovation and entrepreneurship is often at odds with complex, risk-averse, highly regulated healthcare organizations. Amazon Read More

Have You “Imagineered” Your Site Lately?

Andy Gradel, system director, digital marketing at Main Line Health

// By Andy Gradel // Imagineering is a concept created by Walt Disney in 1952 as “the blending of creative imagination with technical know-how.” At its core, imagineering is rooted in storytelling, with projects using extensive theming, atmosphere, and attention to detail in an attempt to create attractions and themed layouts that will successfully lead Read More

How Marketing Drives Culture Shifts at Cleveland Clinic

Paul Matsen, Chief Marketing Officer of Cleveland Clinic

Imagine if the CEO of your top-rated health system turned to you and asked you to use marketing as a lever to change the culture of your organization. Sounds like a dream come true, right? For Paul Matsen, CMO of Cleveland Clinic, this level of support and confidence from the highest levels of the organization is not a Read More

Cleveland Clinic Turns to Marketing to Lead Culture Change

Paul Matsen, Chief Marketing Officer of Cleveland Clinic

// By Jane Weber Brubaker // How often does this happen? The CEO of your top-rated health system turns to your marketing team, and directs you to use marketing as a lever to change the culture of your organization. Marketers in many health systems may only dream of this level of support and confidence, but Read More

Chris Boyer on the Power of Personalized Marketing

Chris Boyer, director of digital and analytics at University of Minnesota Health and Fairview Health

We interviewed Chris Boyer, Senior Vice President, Digital at ReviveHealth, following his presentation with Chris Bevolo, EVP at ReviveHealth, at this year’s Healthcare Marketing & Physician Strategies Summit. Their presentation “Personalized Marketing: Moving From Persona to Person” offers a vision of what healthcare marketing can become with the right strategies, competencies, tools, and technologies. Where is Read More