It’s become a chronic problem in healthcare: losing patients for profitable service lines due to a poor and unremarkable online and offline experience. For one integrated health system, keeping just 1% of its patients resulted in an additional $1 million in annual revenue.

Join us for a deep look at the direct impact of customer experience on patient loyalty and specific steps you can take to stop the leakage.

  • Why leakage is a growing problem that doesn't get enough attention
  • 4 marketing and service strategies for driving greater patient loyalty
  • How to identify the moments across your customer journey that need the most attention
  • Practical advice and best practices from Joslin Diabetes Center and other leading health organizations


Vicki J. Brown

Marketing Consultant and Former Chief Marketing Officer for Joslin Diabetes Center.



Shawn Gross

Chief Digital Strategist and Healthcare Practice Lead at White Rhino