Episode 103 // May 14, 2021

Podcast — The future of the digital front door

Featuring Chris Pace, Chief Digital Marketing Officer, Banner Health


Canoe vs. speedboat 

  • Transformation in healthcare before COVID-19 was like a canoe – slow and steady, but after we were operating like a speedboat, trying to merge our normal operations with a sudden influx of COVID-19 related demands.  
  • Before COVID-19, Banner Health invested in the technology that prepared them for when those boats changed speed. These investments focused on reducing friction points for patients.

The pursuit of consumerism perfection 

  • Banner Health is using consumer benchmarks across industries to set their pursuit of a better consumer experience. 
  • Banner Health shifted from a traditional hospital mission statement to “making healthcare easier, so life can be better,” to align their efforts in a way that serves the consumer experience. A digital front door was critical to live up to this new mission. 
  • The team started writing content for engaged consumers who aren’t necessarily patients today but could become patients in the future.

Optimizing the digital “back end” 

  • Health systems need data to personalize marketing, but much of the information they collect is PHI. 
  • Banner Health implemented Salesforce as their CRM because they needed a way to use consumer data instead of patient records to improve the consumer experience and their personalized marketing efforts.
  • Banner Health integrated Cerner and Salesforce to empower call centers to deliver a more informed, more efficient patient experience. 
  • “Return to care” emails were personalized and automated to be sent from each patients’ physician referencing the date of their last visit — the result: a 50% open rate and a spike in direct bookings. 

Feedback loops are a must

  • Banner Health has a weekly cross-channel communications meeting based on constant polling such as return to care hesitancy and receptiveness to advertising.  
  • This meeting allows them to monitor consumer sentiments and how marketing should be talking to consumers.  


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