Touchpoint Podcast 5: Voice of Customer

In the 5th episode of the touch•point podcast,  Reed Smith and I 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, we 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!

You can listen to it here: The Touchpoint Podcast or, better yet subscribe to the Touchpoint Podcast on iTunes.