In my quest to fundamentally change hospital marketing and make it more responsive to the needs of the insured consumer and physicians, hospital marketers are missing a valuable opportunity. A couple of weeks ago, I wrote a post about major health systems marketing failure. So this post in a roundabout way continues that theme. Which as an insured consumer using one of that systems hospitals for 22 years experienced a major marketing failure on their part due to lack of a CRM and understanding the data of who the customer is and how they use the system. There are over 147 touch-points in an individual’s interaction with a hospital. That means that there are 147 instances of where the patient experience is influenced. Those 147 touch-points in the patient experience can also be marketing opportunities to get people to opt-in to various marketing activities and receiving emails. Oh, but that assumes that the hospital or health system understands the patient journey in deciding...