TP458 - Loyalty, LTV and the future of Marketing
Description
In this episode, hosts Chris Boyer and Reed Smith explore why traditional healthcare marketing is falling behind, and how focusing on relationships instead of reach may be the only sustainable path forward. They unpack the data showing the industry’s growing gap between visibility and value:
Only 28% of healthcare marketers have a documented content strategy.
65% of patients search online before contacting a provider, yet most health system sites still frustrate or confuse.
Retention costs up to 25x less than acquisition, but most budgets are still chasing awareness.
Chris and Reed discuss how loyalty and lifetime value (LTV) are reshaping the marketing playbook - arguing that connection, not conversion, is the next competitive advantage. They explore what happens when hospitals treat patients as long-term partners instead of one-time encounters, and how CRM, automation, and authentic storytelling can turn engagement into measurable growth.
Key themes of this episode include:
Why healthcare must shift from transactional outreach to relational engagement
How trust and personalization directly influence lifetime value
Practical steps to audit patient touchpoints and measure engagement beyond claims data
Why the future of marketing belongs to teams who build community, not campaigns
Mentions from the Show:
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