TP117 – The Customer Journey is Not Linear

TP117 – The Customer Journey is Not Linear

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In healthcare, the consumer journey in pursuing care is far from a linear funnel. In this episode, hosts Reed Smith and Chris Boyer discuss the factors modern hospital and health system professionals need to consider when mapping out customer journeys. They share essential components to consider when evaluating a customer’s journey and are joined by Tom Hileman, president of The Hileman Group, in which he shares his healthcare flywheel model.

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Chris Boyer

Director, Digital Strategy & Analytics, M Health/Fairview Health. Principal, @chrisboyer LLC. Co-host

Reed Smith

VP @jarrardinc, Advisor @MayoClinic Social Media Network and @SXSW Health & MedTech. @SocialHealthIns and @tpmnetwork founder