The ratings and reviews that consumers post online can advance or damage the reputation of any organization, and healthcare is no exception. Online reputation management (ORM) and ongoing analysis of reviews have the potential to significantly improve the patient experience and positively influence customer lifetime value (CLV). BayCare Health System has spent the past two Read More
// By Dalal Haldeman, Ph.D. // The great difficulties we’ve faced in 2020 with regard to the COVID-19 pandemic are clear for us all, though our experiences may differ in the details, whether navigating patient surges or having our daily routines altered in ways both subtle and profound — or in the most horrific of Read More
// By Jane Weber Brubaker // Give me a good experience, gain my trust, and you’ll earn my loyalty. That’s consumerism, the bargain consumers strike with any company they do business with, whether they’re shopping for products or services — including healthcare services. “Healthcare consumerism is looking at everything through the lens of the patient, Read More
Is it possible for health systems to have their own version of “set it and forget it”? Can they really set up campaigns in their CRMs and let them run automatically based on pre-set rules? Maybe not right out of the gate, but with diligence, healthcare marketers can learn to crawl, then walk, then run Read More
// By Marlene Kurban // The ratings and reviews that consumers post online can advance or damage the reputation of any organization, and healthcare is no exception. Online reputation management (ORM) and ongoing analysis of reviews have the potential to significantly improve the patient experience and positively influence customer lifetime value (CLV). BayCare Health System Read More
// By Jane Weber Brubaker // Is it possible for health systems to have their own version of “set it and forget it”? Can they really set up campaigns in their CRMs and let them run automatically based on pre-set rules? Maybe not right out of the gate, but with diligence, healthcare marketers can learn Read More
The American Hospital Association estimates that hospitals and health systems across the country have lost more than $200 billion as a result of the pandemic, and total losses may top more than $320 billion by the end of 2020. With COVID-19 cases still surging, how will health systems address the healthcare needs of their communities Read More
“The COVID-19 pandemic has impacted every industry in the U.S., but not all in the same way or to the same degree,” says Ben Dillon of Geonetric. “Healthcare’s experience has been unique, with the combination of shutdowns early in the crisis coupled with costly emergency response plans for many health systems. Teams pivoted to focus Read More
“The COVID-19 pandemic has been a defining moment for humanity. It has been equally defining for healthcare,” says Carrie Liken, head of industry, healthcare at Yext. Here’s an excerpt from Liken’s new article: As long as COVID is part of our world, people will travel less for care, and they will search more for local Read More
// By Marlene Kurban // The American Hospital Association estimates that hospitals and health systems across the country have lost more than $200 billion as a result of the pandemic, and total losses may top more than $320 billion by the end of 2020. Patient volume declined significantly this year due to delayed care and canceled Read More
What if you could create a customer engagement program in your urgent care service line that increases customer lifetime value by 22 percent?
Or increase the customer lifetime value of your primary care physician service line by 29 percent?
And what if you could document and prove those results based on a two-year scientific study that ties your customer engagement program’s impact to customer visit history?
That is precisely what BayCare Health System has done.
BayCare Health System has spent the last two years conducting a proactive “Review Requesting Program” in its urgent care and primary care physician service lines and analyzed the effect on clinical visit history and customer lifetime value.
Watch this webinar on demand, and learn from Ed Rafalski, BayCare Health System’s chief strategy and marketing officer how the program was executed and analyzed, and how it improved the health system’s business KPIs and clinical outcomes.
“Now more than ever before, reviews and star ratings influence consumers’ purchasing decisions, especially in retail,” says Ed Rafalski, Ph.D., MPH, FACHE, chief strategy and marketing officer, BayCare Health System. Here’s an excerpt from Ed’s new article: When it comes to healthcare, consumers are factoring pandemic safety measures taken by physicians and care facilities into Read More
// By Ed Rafalski // Using Customer Lifetime Value and ratings, organizations can identify the total cost of acquisition of new customers and the total incremental cost of retaining existing customers. BayCare Health has seen promising results with its proactive strategy. Now more than ever before, reviews and star ratings influence consumers’ purchasing decisions, especially in retail. Read More
Health systems and hospitals can use data they already have to help set marketing priorities and determine the best use of their budgets, according to Brandy Hill, director of marketing and public relations at Riverview Health in Noblesville, Indiana, and Mahek Thakkar, manager of integrated marketing at Healthgrades. Hill says Riverview’s experience showed that brand Read More
In this digitally saturated age, we’re all running as fast as we can to keep up with the latest marketing trends and technology innovations. But for Cleveland Clinic — a digital juggernaut — a simple reactivation program designed to bring back patients with chronic conditions is working well. Cleveland Clinic has been running reactivation programs Read More
// By Carrie Liken // The COVID-19 pandemic has been a defining moment for humanity. It has been equally defining for healthcare. As long as COVID is part of our world, people will travel less for care, and they will search more for local care that is convenient to them. If you use this to Read More
// By Ben Dillon // The COVID-19 pandemic has impacted every industry in the U.S., but not all in the same way or to the same degree. Healthcare’s experience has been unique, with the combination of shutdowns early in the crisis coupled with costly emergency response plans for many health systems. Teams pivoted to focus Read More
// By Jim Samuel // Health systems and hospitals can use data they already have to help set marketing priorities and determine the best use of their budgets. That was just one of the lessons identified during “Using Analytics to Inform, Plan, and Optimize Marketing,” a presentation given during the 2020 Healthcare Marketing and Physician Read More
// By Jane Weber Brubaker // In this digitally saturated age, we’re all running as fast as we can to keep up with the latest marketing trends and technology innovations. With all the noise, it’s sometimes hard to remember that “the simplest solution is almost always the best solution,” says the philosophical principle known as Read More
Physician liaison and outreach departments should focus on more than volume growth and instead use data and analytics to help hospitals and health systems achieve their population health objectives. That, in turn, will help make outreach departments indispensable to senior leadership as they work to guide their organizations out of the COVID-19 pandemic. Intermountain Healthcare Read More
Connecting the dots. That’s the value provided by a customer relationship management (CRM) database, a tool health system marketing and communications leaders increasingly use to deliver precision marketing to consumers and calculate accurate return on investment (ROI). Yet having a CRM is only one part of the digital marketing puzzle. Hospitals experiencing the highest level Read More
It’s time to stop thinking about marketing as two separate components — traditional vs. digital — and blend the best tactics of each discipline. “Tradigital” combines the best of both strategies and is redefining healthcare marketing today. That is the message of healthcare marketing consultants Kathy Divis, president and co-founder, Greystone.Net, and Rob Klein, founder Read More
// By Hardy Kalisher // To thrive in healthcare’s hyper-competitive search arena, your organization’s paid search needs to be able to hit the nail on the head perfectly every time. Search query optimization (SQO) is a vital first step in setting your paid search up to maximize your ROI. Many paid search efforts begin with Read More
eHealthcare Strategy & Trends presents a brand-new member webinar for healthcare marketers and digital strategists
Watch this lively panel discussion with top marketers from leading organizations who will share their insights on how to get the budget you and your organization need to succeed in 2021.
// By Jim Samuel // Data and analytics can help physician outreach teams focus their efforts to achieve more of their objectives and make themselves indispensable to their organizations. Physician liaison and outreach departments should focus on more than volume growth and instead use data and analytics to help hospitals and health systems achieve their Read More