While patient engagement has been historically low, healthcare is transforming into a consumer-based industry. To meet these challenges, healthcare organizations need to rethink consumer engagement. Join us as we use real patient stories to help you:
Demonstrate a trusted and authentic voice using many-to-many digital communication tools
Identify important target markets and their preferred communication style
Attract unknown consumers to your organization's digital front door using content and social media
Understand the four important online conversion tools that transform unknown consumers
Influence behavior to improve consumer health and drive down costs
How to Convert Unknown Consumers into Patients Using Social Media
1. How to Convert Unknown Consumers
into Patients Using Social Media
July 2013
2. Perficient is a leading information technology consulting firm serving clients
throughout North America.
We help clients implement business-driven technology solutions that integrate
business processes, improve worker productivity, increase customer loyalty and create
a more agile enterprise to better respond to new business opportunities.
About Perficient
3. • Founded in 1997
• Public, NASDAQ: PRFT
• 2012 revenue of $327 million
• Major market locations throughout North America
• Atlanta, Austin, Boston, Charlotte, Chicago, Cincinnati, Cleveland, Columbus, Dallas,
Denver, Detroit, Fairfax, Houston, Indianapolis, Los Angeles, Minneapolis, New
Orleans, New York, Philadelphia, San Francisco, San Jose, Southern California, St.
Louis, Toronto, and Washington, D.C.
• Global delivery centers in China, Europe and India
• ~2,000 colleagues
• Dedicated solution practices
• ~85% repeat business rate
• Alliance partnerships with major technology vendors
• Multiple vendor/industry technology and growth awards
Perficient Profile
4. 4
Business Solutions
• Business Intelligence
• Business Process Management
• Customer Experience and CRM
• Enterprise Performance Management
• Enterprise Resource Planning
• Experience Design (XD)
• Management Consulting
Technology Solutions
• Business Integration/SOA
• Cloud Services
• Commerce
• Content Management
• Custom Application Development
• Education
• Information Management
• Mobile Platforms
• Platform Integration
• Portal & Social
Our Solutions Expertise
5. Industry’s First Complete Digital Marketing Solution
Oracle
Eloqua
Oracle SRM
Oracle Cloud
Complete
Digital
Marketing
Solution
• Oracle SRM: Industry’s most complete
and integrated social solution
• Eloqua: Premier marketing automation
solution
• Oracle Cloud Platform: Simple
solution for easy
deployment, reliability, scalability and
security
Oracle Profile
6. Melody Smith Jones, Manager, Healthcare Collaborative Technologies,
Perficient
Melody has more than 12 years of experience integrating technology
solutions into marketing and loyalty strategies, and has specialized
knowledge in the implementation and management of collaborative
technologies, business intelligence and CRM.
Angela Wells, Director of Outbound Marketing for Oracle Social Cloud
Angela has more than 15 years of marketing and market research
experience across various industries including technology, consumer
goods, media, and more. She has consulted with leading Fortune 500
companies, including a number of healthcare companies, to improve
their marketing strategies, develop new products, and uncover customer
needs.
Our Speakers
7. • Healthcare is the one industry where the consumer is
not a part of the financial transaction.
• While patient engagement has been dangerously low
for a long time, enabled patients are shifting the
market.
• A healthy byproduct of healthcare consumerism is
the emphasis on preventative wellness and
influencing behavior change.
• The shifting healthcare market is causing a great
deal of uncertainty and angst but there are measures
that healthcare providers can take to not only
weather the storm but to also grow in this market.
• Becoming a market leader now means moving early
with a solid patient experience strategy that converts
unknown consumers into loyal patients.
The Shifting Healthcare Market
@MelSmithJones #hcsm
8. Suzanne moved into your city from out of town almost a year ago. She has been busy
getting acclimated to her new job and surroundings. Her health has taken a back seat to
these priorities. She just received a call from her mother, and her mother informed her
that her sister was diagnosed with breast cancer. This causes Suzanne to reflect upon her
aunt’s battle with the same illness. Suzanne’s mom worries that Suzanne may also be at
risk and pleads with her to take better care of her health.
Meet Suzanne
@MelSmithJones #hcsm
9. Increasingly, consumers engage in health information
seeking via the Internet. The main reasons for this
growth are related to the advantages of
interactivity, information tailoring, and anonymity.
• 85% of the US adult population accesses the
internet daily
• 40% of consumers said social media did affect
their choice of a provider or healthcare
organization
• 45% said information online and in social media
impacted their decisions around getting a
second opinion
• 34% said information they found online and in
social media would influence their decision about
taking a certain medication
• 32% said this information would affect their
choice of a health insurance plan
Prime Source for Healthcare Information
Health Research Institute. Social media likes healthcare:
From marketing to social business. 2012.
@MelSmithJones #hcsm
10. Centers of Excellence
• Successful organizations have isolated 3-5 service lines of strategic importance with
specific focus being given to those areas.
• Common centers of excellence include pediatric subspecialty, neurosciences,
oncology, heart care, orthopedics, etc.
Target Markets
• Selected by looking at data on your geography and mapping that information to the
centers of excellence.
• Some popular target markets include women (especially mothers), Spanish speakers,
etc.
The Foundation for Digital Strategy
@MelSmithJones #hcsm
11. • Attracting unknown consumers from our target markets
to information on our strategic centers of excellence
starts with content.
• Integrating healthcare information from a third party data
broker like Krames Staywell or WebMD allows a
healthcare organization to obtain a wealth of content with
less time commitment.
• Once the syndicated content is available to provide a wide
array of healthcare information with a smaller content
creation time investment, a healthcare system should
then invest in the creation of unique content that is
specific to their target markets and centers of excellence.
• This information can then be placed into a hubs specific to
women and cancer care. Much of the content between
these two hubs can be also be cross-linked.
Demonstrating Thought Leadership
@MelSmithJones #hcsm
12. • Social media provides a healthcare organization with
the ability to advertise valuable content and drive
unknown consumers to the website for conversion.
• The driving goals in social media are to be humble
and be authentic. As a result, there is very little room
in social to speak in the first person about the
organization. Social media should be used solely for
the dissemination of health information and as a
means of bonding with consumers.
• Be Innovate
• Be Interactive
• Tailor the Experience
• Create Anonymity
• Build Popularity
Healthcare Social Media
@MelSmithJones #hcsm
13. • What about unknown consumers not using social media? The interest you are
creating in your content using social media attracts people not using social. This is
because those on social read your content and:
• Connect with it
• Link to it
• Send it on to others
• This makes your content more likely to show up in web searches for content on their
search subject. It all comes down to the quality and shareability of the content you
create
…but not everyone is on social
@MelSmithJones #hcsm
14. 4 Important Conversion Tools
Register for
Classes
Find a
Provider
Find a
Location
Schedule an
Appointment
@MelSmithJones #hcsm
28. Thank you for your time
and attention today.
Please visit us at Perficient.com
Hinweis der Redaktion
Social Engagement & Monitoring Monitor, segment & respond in real-timeFilter social noise & instantly analyze, make faster decisions based actionable social indicatorsSocial MarketingPublish targeted content across social channelsCreate customized content to enable greater consumer participation, and to sustain deeper brand experiences
Let’s get more specific and talk about the pain points SRM solves.Social media is proliferating and managing and scaling your social media presence nowadays without special software is a mess.This is what customers want to do and are doing with Social Relationship Management.This about a typical workflow that a Social Media Manager goes through.They want to listen to what people are saying about their brand on social media channels.Your customers are talking about your brand on social media channels. They are posting, tweeting, commenting, sharing, and liking your brand.Figure out what they are saying en mass, analyze sentiment, hear what they like and don’t like about your product, and know if they intend to purchase your product or not.Oracle SRM Listening is more accurate and filters out more “noise” than any other Social Monitoring Competitor. Plus, Only Oracle auto-filters to capture actionable customer signal for proactive CX Management.They want to engage with fans and followers.Get your prospect and customers to interact with you.This can be done by asking them questions, responding to their posts and comments, and creating engagement applications like contests and polls. Oracle SRM is the easiest-to-use application to listen and respond to social posts. Social posts are automatically categorized by the Listen engine and flow from multiple social networks into one “inbox” designed to make managing your community easy and efficient.They want to create content and apps.Whether it’s user-generated contests, polls, videos, or other interactive, engagement content, SRM lets you do this easily.They want to publish to multiple social media channels.Enterprise-level corporations, those with over 1,000 employees, now have on average 178 social media accounts.Imaging having to log in and out of each account to write something to your followers on those accounts. It’s a mess.SRM allows you to manage hundreds of social media accounts in one interface.Create great looking landing pages and publish to multiple social networks or embed on any website. Plus, Only Oracle has a solution to tie social publishing into sales, service, and commerce systems.They want to manage workflows.Social media teams are growing and becoming more global. Why take the risk of someone in your organizing publishing off-brand information. We have workflows built into SRM to make the administration of your account easy.They want to analyze results and get metrics.This is huge with our customers. They want to be able to show ROI on their social media investment. They want to show the number of people they’ve reached, the number of fans and followers that have engaged with them, and analyze trending sentiments of their brand. SRM does all this.Oracle SRM combines pre, during & post-campaign social analytics in one interface. Only Oracle can provide you with unified analytics across owned & earned media to improve social performance.
Four in 10 consumers say they have used social media to find health-related consumer reviews (e.g. of treatments or physicians); one in three have sought information related to other patients’ experiences with their disease; one in four have "posted" about their health experience; and one in five have joined a health forum or community.
With a few quick steps, add key search terms and immediately see a list of related items based on this topic. Using Latent Semantic Analysis, the system automatically presents themes which allows the ability to easily filter out unrelated noise and refine search to ensure the social messages for this topic are providing her with the most accurate signal.Almost half (48%) of respondents said they rely on the Internet to be informed before a doctor's visit.*Need a visual of SE&MPeople will likely search on terms like “Risk of breast cancer, breast cancer treatment Chicago, Chicago support group for breast cancer”
Use what you have learned about what matters to customers about a treatment areaAnd what they don’t like about your competitorsTo position yourself with the solution – both to the potential patients and to the people who love them and may choose care*Need a visual to show SM – how to post content to a Facebook page for a breast cancer clinicWhen asked how information found through social media would affect their health decisions, 45 percent of consumers said it would affect their decision to get a second opinion; 41 percent said it would affect their choice of a specific doctor, hospital or medical facility; 34 percent said it would affect their decision about taking a certain medication; and 32 percent said it would affect their choice of a health insurance plan.The most trusted resources online are those posted by doctors (60 percent), followed by nurses (56 percent), and hospitals (55 percent).Cleveland Clinic has over 450 thousand Facebook followers, they want health and wellness tips, information about diseases and conditions, and news about the latest in medical innovation from the hospital’s Facebook page. The general information is usually presented by Cleveland Clinic through images, a manner they have proven to garner a higher response rate compared to purely text content
Engaging with consumers.
*Need a visual of metrics – seeing what’s working – showing things going up over time, if possible…
The overview of how our SRM integrates with marketing applications including Siebel CRM, Fusion CRM, CRMOD and Eloqua. And we’ll touch more specifically on Eloqua in the next slides…