Growth vs. Loyalty: A Battle for the Heart of Healthcare Consumers

The Innovation Accelerator Podcast

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2M ago 1:17:33

MP3•에피소드 홈

Today's show brings together Lisa Williams, Senior Director of Growth and Loyalty at Peace Health, and Gary Druckenmiller, General Manager of Consumer and CRM at Innovaccer, to discuss the topic of "growth versus loyalty" in healthcare. They delve into the impact of healthcare consumerism on people and communities, and share a framework for a full end-to-end journey in healthcare. They also touch upon classic marketing aspects often ignored or misunderstood in healthcare, such as the importance of similar clinic and storefront names, the need for different departments to work closely together on the patient experience, and prioritizing patient experience goals across departments. Today's show is packed with great take-aways on the world of healthcare consumerism and engagement; the importance of balancing growth and loyalty when providing effective care, and the role of digital tools, patient engagement, and community involvement in improving healthcare outcomes. Here are some of the many points Gary and Lisa discuss:

Setting the stage on "growth versus loyalty"
Healthcare consumerism and its changing impact on people and communities
Establishing a framework for a full end-to-end journey in healthcare
Pain and suffering in healthcare scheduling
The importance of similar names and storefronts and clinics
Garbage in, garbage out sentiment in the work of health systems
Consumer acquisition and its impact on health systems
Methods to alleviate workforce shortages and staff displacement
Prioritizing goals and aligning priorities across departments
The challenge of achieving a commonality of goals
How different departments can work more closely together
Patient experience's influence on retention
Feedback and improving patient experience
Strategic business development goals and profitability in healthcare
Understanding diverse perspectives on telehealth and online scheduling
Metrics for success in healthcare
Providing a cohesive and intuitive patient journey
Digital front doors: where they work, where they fail
Social media and privatized healthcare media
Health equity's connection to patient engagement
Younger doctors as advocates for digital tools
Building patient trust in providers and programs
Technology and data failures in healthcare
Creating effective content and data for patients
Measuring success and failures, and what metrics matter
How to test marketing systems in healthcare
The idea of secret patients in healthcare

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