Customer Experience in the Age of TikTok

Episode 55: Customer Experience in the Age of TikTok.

While many people have heard the terms coinsurance and copayment, a small majority understand the industry’s language. To market to the customer experience, healthcare marketers must first be aware of patient understandings and behavioral mindset. Healthcare tends to be a complex topic for many, and customers want simplicity and convenience. When creating a simple marketing message, the formulas to success include psychology and communication.

Healthcare consumers come from varied backgrounds and have different expectations. They aspire to have healthcare experiences that are customized to their needs. In fact, 60 percent of consumers run an online search before they schedule a healthcare appointment. This keeps health systems in constant competition for new patients and retaining current ones.

On this episode of the InsideOut Podcast, Dan Gingiss, Chief Experience Officer at The Experience Maker LLC, joins guest host, Kaycee Kalpin, Chief Marketing Officer at Premier, to discuss the opportunities in marketing that health systems can take to meet the needs of patients in a more digital and social technology-enabled world.

The InsideOut Podcast shares compelling stories of innovation in America's healthcare system. This podcast brings together innovative leaders from inside and outside the healthcare industry – from the big names you see in bold print every day, to those that just have bold things to say – to explore the country’s rapidly-shifting healthcare landscape and provide smart solutions to the challenges we face. Tune in now to the full episode to hear Dan and Kaycee discuss how health systems can use influential digital tools to advance their customer service experience and their brand.