touch point is a podcast dedicated to discussions on digital marketing and online patient engagement strategies for hospitals, health systems, and physicians' practices. In each episode, hosts Reed Smith and Chris Boyer dive deep into a variety of topics on the digital tools, solutions, strategies, and processes that are impacting the healthcare industry today.
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touch point is a podcast dedicated to discussions on digital marketing and online patient engagement strategies for hospitals, health systems, and physicians' practices. In each episode, hosts Reed Smith and Chris Boyer dive deep into a variety of topics on the digital tools, solutions, strategies, and processes that are impacting the healthcare industry today.
In this episode, hosts Chris Boyer and Reed Smith explore why traditional healthcare marketing is falling behind, and how focusing on relationships instead of reach may be the only sustainable path forward. They unpack the data showing the industry’s growing gap between visibility and value:
Only 28% of healthcare marketers have a documented content strategy.
65% of patients search online before contacting a provider, yet most health system sites still frustrate or confuse.
Retention costs up to 25x less than acquisition, but most budgets are still chasing awareness.
Chris and Reed discuss how loyalty and lifetime value (LTV) are reshaping the marketing playbook - arguing that connection, not conversion, is the next competitive advantage. They explore what happens when hospitals treat patients as long-term partners instead of one-time encounters, and how CRM, automation, and authentic storytelling can turn engagement into measurable growth.
Key themes of this episode include:
Why healthcare must shift from transactional outreach to relational engagement
How trust and personalization directly influence lifetime value
Practical steps to audit patient touchpoints and measure engagement beyond claims data
Why the future of marketing belongs to teams who build community, not campaigns
Mentions from the Show:
Calculating the Lifetime Value of Review-Generated Patients: The Complete ROI Framework for Healthcare Providers
Reed Smith on LinkedIn
Chris Boyer on LinkedIn
Chris Boyer website
Chris Boyer on BlueSky
Reed Smith on BlueSky
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touch point podcast
touch point is a podcast dedicated to discussions on digital marketing and online patient engagement strategies for hospitals, health systems, and physicians' practices. In each episode, hosts Reed Smith and Chris Boyer dive deep into a variety of topics on the digital tools, solutions, strategies, and processes that are impacting the healthcare industry today.
