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

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

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

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

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.

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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

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 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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COVID Has Pushed Technology, Including Chatbots, to the Forefront

“There’s no doubt that recent circumstances surrounding COVID-19 have reshaped the way hospitals and healthcare facilities connect with their patients,” says James Ramey of DeviceBits. “Shelter-in-place ordinances and stay-at-home mandates have forced many provider organizations to rely on technologies like chatbots and knowledge management tools that use artificial intelligence (AI) with machine learning (ML) to Read More

Turning a Chatbot Into a Lifeline During COVID-19

When Adventist HealthCare, a three-hospital system based in Gaithersburg, Maryland deployed a chatbot on its website in late 2018, it did so to connect with two distinct audiences. First, it asked the chatbot to give moms-to-be answers to their pregnancy and childbirth-related questions. Next, Adventist used the chatbot to provide customer support for the August Read More

Chatbots Reshape the Way COVID-19 Era Healthcare Facilities and Hospitals Connect with Patients

// By James Ramey // There’s no doubt that recent circumstances surrounding COVID-19 have reshaped the way hospitals and healthcare facilities connect with their patients. Shelter-in-place ordinances and stay-at-home mandates have forced many provider organizations to rely on technologies like chatbots and knowledge management tools that use artificial intelligence (AI) with machine learning (ML) to Read More

How To Scale Your Telemedicine Program

COVID-19 brought about the explosion of telemedicine for obvious reasons — quick and convenient access between patient and provider, maintaining patient load to prevent appointment cancellations, and — most important — safety for both patients and providers. “Why would I want to go to a doctor’s office now if I don’t have to?” is today’s Read More

How a Chatbot Helped Adventist HealthCare Connect With Patients During COVID-19

// By Kyle Hardner // When Adventist HealthCare, a three-hospital system based in Gaithersburg, Maryland deployed a chatbot on its website in late 2018, it did so to connect with two distinct audiences. First, it asked the chatbot to give moms-to-be answers to their pregnancy and childbirth-related questions. Next, Adventist used the chatbot to provide Read More

What Digital Marketers Should Take Away from 2020

“It’s hard to believe we’re only seven months into 2020, which has brought us enough twists and turns to last a decade,” says Andy Gradel, director of digital marketing for Wolters Kluwer, Health. “From a global pandemic and coast-to-coast protests over police practices to a presidential impeachment and even murder hornets, the 24-hour news cycle Read More

How COVID-19 Has Put Technology Roadmaps on a Fast Track

Ask the Expert, with Bryce Cannon, President of Modea // By Jane Weber Brubaker // The pandemic has taken a toll on every aspect of our lives for the past several months. As health systems have scrambled to meet the needs of their communities, technology projects that may have been nice to have down the Read More

Telemedicine – Zooming to New Heights

Virtual care is here to stay. // By Marcia Simon, APR // COVID-19 brought about the explosion of telemedicine for obvious reasons — quick and convenient access between patient and provider, maintaining patient load to prevent appointment cancellations, and — most important — safety for both patients and providers. “Why would I want to go Read More

Digital Marketing Lessons We’ve Relearned (So Far) in 2020

// By Andy Gradel // It’s hard to believe we’re only seven months into 2020, which has brought us enough twists and turns to last a decade. From a global pandemic and coast-to-coast protests over police practices to a presidential impeachment and even murder hornets, the 24-hour news cycle has been true to its name. Read More

Boots on the Ground: How One Marketing Team Has Been Coping with COVID

COVID-19 has challenged the American health system. As the disease spread across the country infecting more than a million people, hospitals jumped into action to save lives and minimize the virus’ spread. Part of that lifesaving care has been happening outside of the hospital grounds — it’s happening in the homes of the marketing and Read More