TP5 – Voice of Customer

  • Mar 8, 2017

TP5 – Voice of Customer

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The Touchpoint Podcast is dedicated to in-depth, topical discussions on hospital and health system digital marketing and digital patient engagement strategies. Hosted by Reed Smith and Chris Boyer, we will cover trends in technology, processes, and approaches that are impacting hospital systems.

In the 5th episode of the touch•point podcast, Reed Smith and Chris Boyer discuss how hospitals and health systems can begin using Voice of Customer (VoC) to shape their online patient experiences, including some of the unique challenges healthcare organizations face when begin to track VoC. From HCAHPS to Net Promoter scores, the hosts discuss best practices and even face off in a heated debate on whether the customer is right. Featuring an expert interview with Matt Gove from Piedmont Healthcare where he shares tips that hospitals can use to begin crafting an advanced VoC program. Give it a listen!

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Reed Smith

Digital Tech Consultant to Hospitals & Healthcare Orgs. Advisor @MayoClinic Social Media Network and @SXSW Health & MedTech. @SocialHealthIns Founder

Chris Boyer

Chris Boyer

Digital strategist for health care/health systems. Principal, @chrisboyer LLC. Mayo Clinic Social Media Network Platinum Fellow. Co-host: