The concept that it takes seven interactions—or “touches”—before a person becomes a customer is well documented in the marketing industry. Less is written about how this can apply in a healthcare setting.
In this era of value-base care, patients are synonymous with customers, and engagements are the new touches. Unlike in marketing—where a touch can simply drive a sale—a touch in healthcare can really impact patient outcomes and the cost of care, build patient satisfaction and confidence and make patients feel involved in their care.
Surely, it’s time to start taking the theory of seven touches into the healthcare realm. I’ll start by offering seven easy ways you can engage/connect with/touch patients.