How BayCare Health System Increases Customer Lifetime Value with a Proactive Strategy for Ratings & Reviews

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.

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Why It’s Crucial To Be Proactive About Your Reviews and Star Ratings

“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

The Economic Value of Star Ratings and Reviews in Healthcare

// 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

How To Learn More From the Data You Are Already Collecting

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

Cleveland Clinic’s Successful Reactivation Program Returns to the Basics

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

All Healthcare Is Local — Especially During a Pandemic

// 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

Digital Marketing Trends in 2020 — The Impact of COVID-19

// 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

Riverview Health Mines Data to Uncover New Opportunities and Drive Growth

// 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

Healthcare Logistics: Delivering Medical Essentials Via Drone

What does a healthcare logistics company that’s had success distributing medical supplies to remote healthcare facilities in rural Africa have to offer large, technologically advanced, geographically distributed health systems in the U.S.? Plenty. Zipline, whose mission is “to provide every human on Earth with instant access to vital medical supplies,” developed a system for delivery Read More

On-Demand Virtual Visits Attract New Patients to Rush University System for Health

// By Wendy Stark Healy // The COVID-19 outbreak was challenging for healthcare organizations, but one positive for marketers was that the pandemic presented new opportunities to engage consumers digitally. When patients couldn’t see their providers in the office, they used virtual care or telemedicine services. Rush University System for Health, a network of physicians Read More

Following the Fundamentals Still Works: Cleveland Clinic Case Study

// 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

North Carolina Is First in Flight — Again

Novant Health’s pandemic response includes delivery of critical supplies by drone. // By Jane Weber Brubaker // What does a healthcare logistics company that’s had success distributing medical supplies to remote healthcare facilities in rural Africa have to offer large, technologically advanced, geographically distributed health systems in the U.S.? Plenty. Zipline, whose mission is “to Read More

How to Build the Case for Increasing Your Digital Marketing Budget in 2021 [Member Webinar]

eHealthcare Strategy & Trends presents a 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.

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How Data and Analytics Can Help You Achieve Your Population Health Goals

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

Using a CRM To Build a Multilayered Campaign at Johns Hopkins

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

Consumers Now Control the Healthcare Marketing Experience

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

Why Search Query Optimization Is Vital for Paid Search Success

// 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

How to Build the Case for Increasing Your Digital Marketing Budget in 2021

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.

Watch Now »

Cutting Edge Outreach: Think Like a Data Scientist

// 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

The Rise of “Tradigital” Marketing

// By Wendy Stark Healy // 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 was the message of healthcare marketing consultants Kathy Divis, president and Read More

What Does Telehealth Look Like After the Pandemic?

When the pandemic blocked the normal channels of consumer access to healthcare, physicians’ groups, hospitals, and health systems around the country scrambled to establish or expand their telehealth capabilities. The question is, what happens next? What is the roadmap to scale and improve telehealth while the pandemic still rages, and what is the plan when Read More

How Three Health Systems Used Their MarTech Stack to Improve Patient Experience and Drive Growth

// By Kyle Hardner // 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). According to the 5th Annual Digital Marketing Report from Greystone and Klein & Read More

The Zero-Click Front Door, Becoming a Data Czar, and More Tips for Patient Acquisition

// By Jared Johnson // Technology has changed how consumers seek health information, consume content, and travel to and from appointments. Chris Pace, senior director of digital marketing at Banner Health; Carrie Liken, head of industry for healthcare at Yext; and Michael Andrews, executive director at WebMD, presented on this topic during the 2020 Healthcare Read More

Hackensack Meridian Health and Ochsner Health Share Their Game Plan for Virtual Care Now and Post-Pandemic

// By Marlene Kurban // When the pandemic blocked the normal channels of consumer access to healthcare, physicians’ groups, hospitals, and health systems around the country scrambled to establish or expand their telehealth capabilities. The question is, what happens next? What is the roadmap to scale and improve telehealth while the pandemic still rages, and Read More

The State of Digital Marketing in Healthcare in 2020

A new eHealthcare Strategy & Trends webinar on demand for healthcare marketers and digital strategists. 

Your Presenters

• Ben Dillon, Chief Strategy Officer of Geonetric

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