Susan Kight

This is a three-part blog post series, digging deep into the area of Community for nonprofit hospitals and healthcare systems. In this first post, I explore the current status and identify strategies for stickiness with a healthcare omnichannel presence. Hospitals operating as nonprofit organizations provide a number benefits to their local communities, in the form […]

Adopting a comprehensive approach to your events marketing strategy that includes event listing and promotion on your flagship website as well as marketing efforts will ensure a holistic approach in creating awareness, engagement, and loyalty for your healthcare events. In this series, we have reviewed the importance of creating a holistic digital experience for healthcare […]

Previously, I discussed the benefits of having a centralized place on your organization’s flagship healthcare website to create awareness and promote events via digital methods, understand the importance of having a holistic end-to-end events digital experience that aligns with the rest of your digital footprint, as well as, provide an overview of the events tool […]

Healthcare providers often have a comprehensive calendar of events they host and sponsor to support patients, the local community and medical professionals. However, raising awareness of these events and having a consistent digital experience that aligns with the rest of the digital footprint can be challenging to achieve. Many event tools offer limited customizations that […]

In today’s digitally savvy world, consumers-patients-members expect to interact with healthcare organizations across a number of mobile devices whilst on the go, just as they do with organizations across other industries. As a result more and more healthcare providers and payers are leveraging mobile apps to connect with consumers-patients-members to make their services more accessible […]

When redesigning your public facing website whether you are a healthcare provider or payer, there are a number of key factors to consider on where to focus your efforts to ensure you’re giving consumers-patients-members the best digital experience. As it only takes about 0.05 seconds[1] for users to form an opinion about your website that determines whether […]

Adopting customer-patient centricity across your digital platforms can take shape in various forms and it’s essential to achieve in today’s world, but yet many healthcare provider websites are still organization-centric. Making the shift can be hard on knowing where to begin and the blue-sky approach of keeping the customer-patient individual at the forefront through a […]

The strategy for women’s health and well-being has been widely discussed at global and domestic levels for many years. With life expectancy remaining higher for women than it has for men, a shift towards prevention and wellness, the rapid adoption of digital technologies improving accessing to a wealth of healthcare information and services at the […]

As a healthcare provider, there are a number of discrete digital tools on your website that form part of the entire patient/consumer digital experience. Each digital interaction through tools, such as a find-a-doctor app, patient portal, online appointment scheduler, virtual visit, health library, and symptom advice/checker, are meant to give patients a great, serviceable experience. Unfortunately, more […]

Monitoring website traffic and evaluating its performance are the first steps in web analytics for your provider site. Analyzing web data to identify ways to better engage patients-consumers across the site is fundamental. Optimizing key visitor task conversion funnels and working towards improving the overall health of your site are just a few ideas to […]

Customer experience is predicted to overtake product and price as the No. 1 differentiator among businesses by 2020, according to “Customers 2020: A Progress Report” by Walker, a customer experience consulting firm. We’re finding organizations are turning to artificial intelligence (AI) to meet growing consumer demands. Health plans cannot afford to miss this opportunity to […]

Employees are using mobile devices more than ever before and are likely accessing important information from intranets via tablets and smart phones. This creates a number of challenges when intranets have been designed for optimal use with desktops resulting in a poor user experience and low adoption for employees accessing intranets via mobile devices. Mobile […]