What Starbucks can teach healthcare marketers about patient loyalty and leakage

Much like your average cup of joe with cream and sugar, customer experience in healthcare has become a commodity. Patients don’t have any sort of loyalty to a particular brand. In fact, 23% of patients see 3 or more PCPs in just 2 years. And unless you’re delivering a great experience, they’re not simply switching to a new doctor in the same hospital. They’re making a wholesale shift to the hospital across the street. A Press Ganey survey found that hospitals with patient satisfaction in the bottom 10th percentile lost 17% of patient volume.

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3 ways to shift to a value-based marketing strategy

It’s no secret that the days of “fee-for-service” are nearing an end. What might be less obvious is how this shift to value-based care should impact your healthcare marketing strategy. It’s time to get ready to figure out how your marketing can support more efficient and cost-effective patient acquisition and retention programs. Here are a few steps you can take to get started.  

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Addressing the new hospital patient journey with CRM

White Rhino healthcare guest INTERVIEW

I recently sat down with Anaye Milligan, former Digital Marketer Director at Insperity and The New York Times Company, for a fresh perspective on some of the challenges facing today's marketers in healthcare.

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The Science of Audience Journey Mapping: Your Questions Answered

In a recent Webcast, we teamed up with Citrix's global strategy lead for audience & content marketing to discuss a modern approach to journey mapping that considers customers' psychological drivers.

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The biggest challenge in healthcare: it’s invisible.

If there were one problem I could snap my fingers and fix in healthcare, it would be invisibility.

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3 surprising lessons on patient experience from TurboTax

Ahhh, tax season. It used to be that time of year that you handed a giant folder over to your accountant – not merely for convenience but because he actually knows how to navigate the complexity of tax forms. Until, that is, TurboTax reimagined the tax experience, empowering millions of consumers to complete their taxes all on their own.

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4 consumer trends healthcare marketers are watching

I recently sat down with White Rhino’s healthcare practice leads, chief digital strategist Shawn Gross and VP of client services Tara Becker. With more than 15 years experience leading marketing for Boston’s top hospitals, I wanted their perspective on what 2017 holds. Shawn made a chilling comparison:

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Patient portals are due for a drastic overhaul

The patient portal has become the primary consumer access point to a patient’s electronic medical record. Moreover, it is becoming an entirely new channel for the delivery of healthcare – a place where patients schedule online appointments, view messages and lab results, and take advantage of e-health services.  

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