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THE VIRTUAL PATIENT JOURNEY Keith Pollard, CEO Intuition Communication.

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Presentation on theme: "THE VIRTUAL PATIENT JOURNEY Keith Pollard, CEO Intuition Communication."— Presentation transcript:

1 THE VIRTUAL PATIENT JOURNEY Keith Pollard, CEO Intuition Communication

2 THE NO 1 ACTIVITY ON THE WEB TODAY

3 1 IN 5 COUPLES MEET ONLINE 3 IN 5 GAY COUPLES MEET ONLINE

4 ONE BILLION USERS!

5

6 MY SON DOESNT “GET”

7 SECOND LARGEST SEARCH ENGINE IS...

8 172,800 NEW MEMBERS EVERY DAY

9 THE NO 1 ACTIVITY ON THE WEB IN MY COUNTRY

10 THE NO 1 ACTIVITY DEPENDS ON THE COUNTRY!

11 HOW DOES ALL THIS AFFECT THE PATIENT JOURNEY?

12 THE PATIENT JOURNEY RESEARCH EVALUATE DECIDE RE- EVALUATE EXPERIENCE FORM OPINION

13 ONLINE INVESTMENT SUSPECTPROSPECTCUSTOMER PROMOTER AND PUBLICIST

14 INFORMATION SOURCES Suspect Your web site SearchVideoPortalsForums Social media

15 THE FORGOTTEN SOCIAL MEDIA IN HEALTHCARE?

16 IVF TREATMENT

17 IVF CLINIC IN NORWAY

18 122 REPLIES... 11,879 VIEWS!

19 MEDICAL “T RIP A DVISOR ”

20 THE PATIENT HAS A VOICE I THINK... I WANT...

21 HOW DO YOU STAND OUT FROM THE CROWD?

22 THROUGH BETTER CONTENT AND COMMUNICATION!

23 A BETTER WEB SITE

24 CONTENT MARKETING

25 VIDEO

26 SOCIAL MEDIA

27 BUT IT DOESN’T STOP THERE!

28 ONLINE INVESTMENT RESEARCH EVALUATE DECIDE RE- EVALUATE EXPERIENCE FORM OPINION

29 FIRST TOUCH... THE OR WEB ENQUIRY

30 FIRST TOUCH WHY DON’T YOU ANSWER???

31 IN EVERY HOSPITAL...

32 FIRST TOUCH... WHY DONT YOU LISTEN???

33 EXAMPLE 1 Good evening and thank you for contacting our clinic. Please check our new online cost calculator here: Fur further questions and arrangements please let us know Best regards XXXXXXXXX plastic surgery

34 EXAMPLE 2 Dear sir, Thanks a lot for your . Our cataract surgery packages are as follows. (Charges per eye) Please find below our regular packages for cataract surgery. 1. Economy – Using Infinity Ozil technology by Alcon. Lens used will be Acrysof 3 Piece Charges – US $ Standard - Using Infinity Ozil technology by Alcon. Lens used will be Acrysof IQ Charges – US $ Premium Toric Lens - Using Infinity Ozil technology by Alcon. Lens used will be Acrysof Toric Charges – US $ 1200 Etc etc etc

35 EXAMPLE 3 Hello Douglas thanks for contacting with XXXXXX dental clinic. With dental veneers it is posible to straigthen your teeth avoiding orthodontic treatment. We can do all your treatment in one day under conscious sedation. The price of a dental veneer is 480 euros and of the zirconium crown 398 euros. Dental implant cost is 450 euros.

36 HOW CAN WE FIX THE PROBLEM?

37 QUESTIONS EXPERTISE SAFETY PROBLEMS NEEDS PAYMENT

38 ANSWERS VIA WEB, PDF, VIDEO PROOF OF EXPERTISE COMPARISONS GUARANTEE FAQ’S TESTIMONIALS

39 MARKETING AUTOMATION SUCCESS RATES SUPPORT SERVICES REASSUR- ANCE QUESTIONS AND ANSWERS HOW WE COMPARE Day 2Day 4Day 6Day 8Day 10

40 BUT IT DOESN’T STOP THERE!

41 ONLINE INVESTMENT RESEARCH EVALUATE DECIDE RE- EVALUATE EXPERIENCE FORM OPINION

42 COGNITIVE DISSONANCE DID I MAKE THE RIGHT DECISION? PATIENT STORIES REVIEWS

43 DOES IT STOP HERE?

44 ONLINE INVESTMENT RESEARCH EVALUATE DECIDE RE- EVALUATE EXPERIENCE FORM OPINION

45 WHAT DO YOU ASK YOUR PATIENTS? FEEDBACK HOW WAS IT FOR YOU? CAN WE DO BETTER? DID WE DELIVER OUR PROMISE??

46 CREATING PROMOTERS AND PUBLICISTS

47 WHAT DO YOU SAY TO YOUR PAST PATIENTS? REPUTATION HOW IS IT GOING? CAN WE BE OF HELP? WE NOW OFFER THIS

48 AUTOMATION... AGAIN! ANY QUESTIONS? DID YOU KNOW? EVERYTHING OK? Week 1Week 2Week 4One year WRITE A REVIEW?

49 THE VIRTUAL PATIENT JOURNEY SUSPECTPROSPECTCUSTOMER PROMOTER AND PUBLICIST

50 KEY MESSAGE LISTEN... ENGAGE... RESPOND ON THEIR TERMS! AND... DON’T FORGET THEM!

51 WANT TO KNOW MORE?


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