Online Reputation Management for Doctors
16.6K views | +0 today
Follow
Online Reputation Management for Doctors
Curated and Written Articles to help Physicians and Other Healthcare Providers manage reputation online. Tips on Social media, SEO, Online Review Managements and Medical Websites
Your new post is loading...
Your new post is loading...
Scoop.it!

How to Measure the ROI of Online Reputation Management

How to Measure the ROI of Online Reputation Management | Online Reputation Management for Doctors | Scoop.it

How to Measure the ROI of Online Reputation Management

Overall, online reputation management means creating more positive, trustworthy sentiment around your brand, and removing or displacing negative sentiment. This sentiment comes from three main areas online; social media, referrals, and review sites. We’ll address the ROI of each of these online reputation management strategies individually. This way you can tackle them one by one, or pick and choose the areas that are most important to your business or your client.

Social Media

Social media is a big part of online reputation management for many people, businesses and brands. And even if you don’t use social media, your customers and potential customers do. That means you’re probably getting mentioned—either positive or negative—whether you see them or not.

To measure the ROI of online reputation management in social media, you first need a baseline. There are a few different KPIs you can choose to get a starting social media score.

 

  • Followers: Whether you’re looking at Facebook, Twitter, Instagram or another platform, followers are a fairly good indicator of customer approval on social media. According to Sprout Social, your followers are about 57% more likely to be customers. Keep in mind that bots and other businesses will skew your organic follower numbers somewhat.
  • Engagement: Likes, retweets, reposts, mentions, comments and other types of engagement are also a measure of social media approval. This, like followers, is a fairly easy number to gauge and requires only basic social media monitoring services. However, remember that not all engagement is positive.
  • Sentiment: This may be the most difficult social media KPI to measure, but it’s also the most accurate assessment of online reputation management on social media. If your total mentions and engagement are relatively low, you can skim through your mentions to get an average or set up keyword filters including your brand name and positive or negative words. Social media management programs like Hootsuite or Sprout Social also have special algorithms to measure the public’s view of your company on social media.
  • Traffic: The total website or store traffic you get from social media isn’t a direct link to your social reputation. However, it is an important metric for measuring ROI. This means you’ll want to measure traffic from social alongside one or more of the previous three reputation indicators. You might use tracking codes, link click-through rates, or Google Analytics to measure your traffic from social media.

If your social score could use some improvement, devise an online reputation management campaign on social. You might hire an agency or new staff person to respond to mentions and solve problems, work with influencers online to improve your image or make a focused social media campaign around a hashtag or trend. Determine how much this campaign will cost.

 

You can measure the ROI of online reputation management through social media using improvements to your traffic and social score. For example, if your engagement grew 100%, traffic from social media increased by 50% and your average conversion rate is 5%, total sales increased by 2.5%. This also indicates that a 100% increase in engagement means a 2.5% in sales. To measure your ROI, divide this increase in sales by the total amount spent on online reputation management.

 

— Harness the power of video testimonials to raise your reputation via social media. Access free templates to get started » —

Referrals

Referrals are less noticeable because they are generally not searchable, like reviews, and they’re not public, like social media. However, research shows that consumers are 4 times more likely to buy when they receive a referral from a friend.

If you have a high customer churn, referrals might not be a relevant online reputation management strategy for you. However, if you have a smaller group of loyal, satisfied, repeat customers, referrals are very important.

Just like social media, you’ll need a referral baseline before you can measure the ROI of this online reputation management strategy. Also like social media, there are a few methods you can use to do this.

  • Referral links: When a customer completes a purchase and you send them a follow-up email, send a link that they can share with friends. You can measure the click-through rates on the link itself, or leads from a referral page.
  • Satisfaction survey: Ask your customers how they feel about your business and brand. Specifically, ask if they would recommend your company to a friend. This is metric is also known as your Net Promoter Score.
  • Referral Program: Incentivize your customer and their contacts with a referral program. Track how many existing and new customers take part.

If you don’t currently have referrals or if your Net Promoter Score is low, you’ll need a strategy for improving it. Or, if customers are unlikely to refer you, ask about their buying experience, and address any problems. If customers would refer you, but aren’t, make it easy for them to spread the word, and give them an incentive. Advertise your referral program as well. Determine how much these efforts will cost.

 

To determine the ROI of this online reputation management strategy, track the sales from referral links, landing pages, or programs. Lifetime customer value will also be an important factor. Some estimates say lifetime referred customer value is about 16% higher than other customers. Along with sales, you’ll want to reassess your Net Promoter Score with another survey after executing your reputation management strategy. Just as before, divide your total increase in sales by the amount you spent to find the ROI of this online reputation management strategy.

Review Sites

For some businesses, such as restaurants, contractors, or dentists, review sites will play the most important part of online reputation management. Measuring the ROI of this online reputation management strategy is more difficult since you can’t track these sites or directly measure their effect. However, research and data projections can offer some guidance.

 

A study by Harvard Business School showed that local businesses that increased their overall review rating by one star saw a 5 to 9% increase in revenue. With this data, you can estimate ROI from increasing your star-rating on popular review sites like Google or Yelp. Divide a projected increase in revenue by the amount you will spend on improving your reviews to get ROI. Use the following formula to get a cautiously optimistic estimate. You could also substitute .07 with .05 or .09 to get a low or high estimate, respectively.

[Original Revenue x .07] – Original Revenue = Revenue Increase
Revenue Increase / Total spent = ROI

Start with a modest goal of a one-star improvement. If you have just a few reviews, it won’t take many five-star experiences to make a significant impact. Read your reviews and address any problems that come up frequently. If you believe a competitor or someone else is posting fake reviews about you, contact the site or respond to the review and explain the situation. Encourage customers to post reviews, but remember to stay within legal guidelines and the site’s rules.

Other Content

In some cases, you may have other content to contend with, like blog posts, news items, watchdog websites like Ripoff Report or Consumer Affairs, or even competitor sites. If negative articles like these are high on search results, you should consider this a top priority in online reputation management.

 

The effect of negative articles depends mostly on how trustworthy the source is and how easy it is to find. If the source is well established and the article is on the first page of search results when you search for your company name or related terms, the effect can be very noticeable. According to Moz, one negative article indicates a 22% customer loss, and two means losing almost half.

 

Keep in mind that these aren’t just bad reviews by unhappy customers. These are bloggers, journalists, or other writers who went out of their way to either reveal a real problem or defame your business. If the story is untrue, consider taking legal action with a libel case. If the story is true and you’ve fixed the problem, address it, and then work at repairing your reputation.

 

Estimating the ROI on this online reputation management strategy is fairly straight forward. If you can remove or displace the negative article from the first page of results, you can estimate a 22% traffic increase. If this also boosts your own website to a higher spot in the search engine results page (SERP), you can expect additional traffic increases. From there, apply your conversion rates and sales to get your ROI.

Your online reputation is affecting your business, whether you’re aware of it or not. The first step to mending your online reputation is fixing the problem, whether that’s customer experience, product quality, or libelous competitors. The next step is making a repair plan, and executing it in a way that supports ROI. With an online reputation management strategy that is ethically and financially responsible, you can bring in loyal, lifelong customers for years to come.

 
Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

5 Trends in Online Reputation Management in 2019

5 Trends in Online Reputation Management in 2019 | Online Reputation Management for Doctors | Scoop.it

By Sam Stemler on January 8, 2019

 

Now more than ever, customers look online to find where to eat, what to buy, even what doctor to go to or what car to buy. Good reputation management has become even more important in recent years, and 2019 is no exception. Whether you’re just starting to take charge of your online reputation, you want to stay ahead of the pack, or you’re a marketing agency offering valuable reputation management to clients, take a look at these trends in online reputation management in 2019.

5 Online Reputation Management Trends in 2019

1. Good Mobile Search is a Must-Have

You’ve probably already searched for yourself on your laptop, but have you done a search on your mobile device? Mobile searches first eclipsed desktop searches in 2015, and the number of mobile searches has risen sharply since then. This is an important trend in online reputation management in 2019, especially for restaurants, coffee shops, retail stores, and similar consumer-facing businesses.

 

Remember that mobile searches are competitive, and getting to the top of a search like “restaurants near me” will be tough. However, you want to be sure that customers who are looking for your business can find it, and find all the information they need. When you search for your business, make sure the following are accurate and easy to find, no matter what type of business you operate. If this information doesn’t come up, it doesn’t necessarily reflect poorly on your online reputation, but it can give customers the wrong impression about your attention to detail or your availability.

  • Store or office hours
  • Location
  • Website
  • Phone number
  • Email
  • Facebook page
  • Attractive images of your business, products, or your work

If you do a mobile search and any of this information is incorrect, or if negative reviews or unattractive pictures show up, it’s time for a mobile search results overhaul. Businesses that may not have the time, staff, or aren’t sure of the skills needed to tackle this issue often work with a marketing agency. To diversify marketing services and revenue, many marketing agencies provide reputation management services separate or in addition to marketing campaigns. Agencies may help businesses claim and manage Google business listings, post positive photos and videos, and encourage customer reviews. Agencies that understand what customers are looking for and what inspires them to share provide valuable services to businesses seeking to revamp their mobile search results and reclaim a good reputation.

Add testimonial collection to your marketing agency’s services
Get started with Agency Pricing >

2. Reputation Management Needs Tools

Searching for your business name and combing through social media mentions isn’t an efficient way to conduct reputation management in 2019. There’s a wide range of tools that can help you automate this process in a variety of ways. To manage your reputation effectively, you’ll need to invest some time at the start, then you can let these processes mostly run themselves.

 

There are dozens of free and subscription-based tools available to help fulfill any of these tasks. The following are just a few examples. You might find other tools that work better for you.

 

  • Social media monitoring: Hootsuite, Zoho Social, and Sprout Social are just a few examples of social media monitoring tools that will comb through keywords, mentions, and more across a variety of platforms.
  • Email automation: when requesting reviews, thanking customers, or following up, you don’t need to write the same emails a thousand times. Use email automation software like MailChimp or Constant Contact.
  • Monitor the web: Google Alerts is one of the best tools for monitoring your name, brand, or other keywords across the world wide web. Choose keywords or phrases, set an alert (for free!), and you can get individual or digest emails whenever the words come up.
  • Testimonial gathering: Organize text, picture or video testimonials all in one place with Boast and display them on YouTube, Facebook, on your website, or use them in your marketing materials. Boast integrates with the most popular social media platforms, mail automation programs, Google analytics and more, so it fits right into your existing tech stack.

Marketing agencies offering reputation management and repair in 2019 know the power of a quality tech stack. With the right set of tools, you can target sources of negative feedback, fix them, and replace them with quality, compelling reviews faster. By automating as much of this process as possible, you can give more personal attention to clients, and focus on growing your business.

3. Video on the Rise in 2019

Over 100 million hours of video content is consumed daily on Facebook alone. By some estimates, video content can help to increase conversions by as much as 80%. These and many other compelling statistics about video all indicate that video content is rising fast, getting more attention, more shares, and winning more customers. If you want to not only manage your reputation this year but to put your good reputation to work for you, video content can help you do it.

 

You don’t need fancy cameras and a studio set up in your office to capitalize on the benefits of video content. Use a video testimonial gathering platform like Boast and you can start using video content just by asking your customers to submit their videos. You can post videos of your customers using your product, visiting your business, or showcase your company culture. Always get your customers’ (or employees’) permission before you use the video, and be sure to thank them or reward them for participating.

 

Businesses may choose to create or manage videos in-house or work with an agency to save time. If you’re an agency using to video to boost your clients’ reputations in 2019, intuitive tools like Boast can help you gather customer stories and develop authentic, compelling videos faster.

4. Social Media is a New Business’s Best Friend

Many businesses monitor their online reviews and consider their reputation management done. While review sites are important, they aren’t the only place that customers are talking about you online. More and more customers are taking their outings, experiences, and complaints to social media, which can mean winning over customers’ friends or keeping them away.

 

Social media and online reviews work in different ways, but they are both important to online reputation management in 2019. Consider when and how customers interact with online reviews compared to social media. Online reviews are important when customers are actively looking for you and nearly ready to make a choice. By contrast, social media works passively, introducing your business to people who may never have heard of you and may never have searched for you. This makes social media a powerful tool for businesses that are not yet well-known, as your first few followers and fans can quickly encourage organic growth.

 

A variety of tools (see point 2 above) can help you monitor the social conversation around your brand, even if you don’t have an account on these platforms. If you notice a lot of conversation buzzing on a particular platform, consider making an account and connecting with your customers.

5. Good Reviews Require Active Participation

It’s no longer enough to simply monitor your online reputation. If you want to improve or maintain a good reputation, you have to be an active participant.

Doing good work and giving customers positive experience is a large part of the online reputation battle, but it doesn’t guarantee that customers will share their good experiences. To benefit from the work you put in every day, you have to close the loop and incentivize customers to share their experiences. There are a variety of ways to do this, and which you choose will depend on your industry, customers, and the time you can commit.

  • Add social sharing information to the bottom of receipts or coupons.
  • Offer exclusive discounts or coupons on social media for everyone who shares your post.
  • Offer rewards to customers who share their thoughts.
  • Run a contest or giveaway for customers who write reviews.
  • Request review through automated emails.
  • Meet with your clients directly and ask for a review.

If they are struggling with negative reviews or they’re having trouble getting reviews at all, many businesses work with marketing agencies to improve the situation. Reputation management is now, more than ever before, a multi-layered project that many businesses don’t have enough time or skills to completely manage. Marketing agencies may offer reputation management and improvement campaigns using the strategies above, as well as many others.

 

If you’re wondering how you can get the word out or improve your business reputation this year, test out these online reputation management trends in 2019. With a new approach for the new year, you may find yourself getting more notice and even beating out the old standbys in your industry.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

5 Tips to Remove Google Reviews

5 Tips to Remove Google Reviews | Online Reputation Management for Doctors | Scoop.it

Bad reviews are hard for business owners to read. When you do your best to run a quality business each day, a bad review can feel like a personal attack. This is especially true for Google reviews, which are often the first thing customers see about your business online. If you’re wondering about how to remove Google reviews, you do have some options.   

5 Tips to Remove Real and False Google Reviews

First, it’s important to understand what Google reviews are and why they exist.

The reviews submitted to Google, which appear in a search along with your location, hours, and other information, are attached your Google Business profile. You can claim your profile and make a Google Business account for free at any time, but this profile and the attached reviews will exist either way.

Google Business reviews are primarily for customers using the Google search engine. Just like the search engine itself, the goal of the reviews is to provide information and help customers make decisions.

Google reviews are supposed to be honest accounts of an experience by a real customer. However, this is not always the case. Competitors, spammers, former employees or other disgruntled people may write a bad review when they never even used your products or services. Since these reviews are false, you have options you wouldn’t have for true reviews. For this reason, we’ll divide this post into tips to remove true and false Google reviews.

Tips to Remove a Real Google Review

What is a real Google review? It’s pretty simple; a real Google review is a truthful review of your business from a real customer.

First thing’s first; you can’t remove a review simply because it’s bad. If that were the case, every review would be positive and reading Google reviews would be pretty pointless. However, there’s still hope for removing bad Google reviews, even if they’re true.

1. Ask the Customer to Edit Their Review

Google reviews are not permanent. The original reviewer can delete or change their review, but you’ll have to change their mind first.

First, determine whether or not this is a reasonable person who actually could change their mind. If the reviewer left a long list of emotionally-charged complaints, or it’s clear that the product or service simply isn’t for them (for example, a quiet person at a noisy bar or a meat-lover at a vegan restaurant), they probably won’t change their mind. Respond to their review respectfully, but remember that there are a few positive effects of negative reviews.

Perhaps the customer left a bad review because something just went wrong—the service was slow, the chef was having an off day, or a defective product somehow fell into the customer’s hands. These are reviews that are most likely to be fixed. Try the following strategy:

  • Respond to the review. Thank them for taking the time to write, and apologize for the mistake. Inform them the situation has been rectified, and you’d like a chance to make it up to them. Give them your contact information or ask them to visit again for a special offer.
  • If they contact you or visit, make sure you deliver what you promised. Be friendly, and thank them for visiting or using your service again.
  • Finally, follow up and ask them if they would change their review. Emphasize the importance of reviews, and give them instructions on how they can change it.

A customer can edit their review pretty easily. Follow these steps.

    1. Go to Google Maps. You can search any location to get there.
    2. In the upper left-hand corner, click the menu icon (three horizontal lines).
    3. Click “Your contributions.” Click “Reviews”
    4. Find the review in question, and click the three vertical dots near the business name.
    5. Click “Edit review” and rewrite or change the review.  

2. Push the Review Down

Most people read less than 6 reviews of a business. This means, though you may not be able to actually remove the review from your listing, you can essentially remove the Google review from sight by adding other positive reviews. If you get six more positive reviews, most people won’t see the bad one. If you get 10, you’ve effectively removed the Google review for 90% of customers.

How do you get more Google reviews? It won’t happen overnight, but you can make a focused effort to add more reviews over a short time frame. Start a testimonial collection promotion to rally your customers and get more reviews. Use Boast to get more Google Business Reviews and save time by automating this process. Try some of the following methods to gather reviews fast;

  • Set up a review collection kiosk in the store.
  • Periodically ask customers in the store to leave a review.
  • Put a review request at the bottom of receipts
  • Start a review collection campaign or contest
  • Ask customers for a review at the end of a meeting, or when your business together has concluded.
  • Include review requests with packages.
  • Start a review request email campaign.
  • Contact previous customers where possible to ask reviews.
  • Include a review request at a check-out line or waiting room
  • Include a review request with a follow-up email

Learn other ways to save time and automate your testimonial collection process. 
Download the Free Testimonial Automation Guide.

3. Rebrand

Big companies that have had serious PR debacles know the value in rebranding. WorldCom, the biggest accounting fraudster in U.S. history, became MCI Inc (later Verizon Communications). Marlboro maker Phillip Morris rebranded to Altria to distance themselves from deathly cigarettes. Hundreds of other major and minor companies have rebranded in similar ways. If you have a lot of bad reviews and you don’t see a way to repair your reputation, this is an option to consider. However, it will take your existing business literally off the map, so this should only be a last resort.

 

A rebrand means physically and digitally changing your business. This means changing your business name, logo and website, at the very least. With this complete, you’ll need to close your Google Business account and inform Google that the previous business has closed. You’ll see this option in your Google Business account, if you have one, and you can also use the “Feedback” option at the bottom of your search results card. This will bring up a message box to “mark as closed, non-existent, or duplicate.”   It will take some time for Google to verify this, but the listing will eventually disappear from search results.

Then you’ll need to register a new Google Business account, inputting your new business name, phone number, website, address (where possible) and other information. This means starting from a clean slate, so gathering good reviews right from the start will be important.

Remember that this is a strategy to completely change your business and start with a clean reputation. This is not a way to simply trick Google, trick customers and keep the rest of your business the same. “Closing” your business in order to get rid of bad reviews and then reopening it again under the same won’t work, and you may be banned from Google completely for violating their terms of service.

A full-scale rebrand is a big undertaking. Consider this option carefully and consider repairing your business reputation first.

Tips to Remove a Fake Google Review

What is a fake Google Business review? Also pretty simple. It’s a review that is not truthful and/or not written by a real customer.

It is possible to remove these Google reviews, though proving they are fake can be difficult.  All of the previous strategies may work with a fake review as well, though getting a fraudulent poster to change their review is unlikely.

4. Flag and Respond

If the reviewer doesn’t look or sound familiar, they may be fake. Check your records if you can, and see if you have done business with this person. Also, check the reviewer’s other reviews. Fake reviews tend to be non-specific, while real reviews will include details about that person’s experience.

 

If you’re fairly certain the review is fake, first flag it as spam and report it. This signals Google staff to look it over and remove it if it is obviously fake. It will also show the message, “This review has been flagged and reported to Google.” This signals to other prospective customers not to take the review seriously.

Respond to the review and state that you do not recognize the reviewer as a customer. If they made false statements, refute them calmly. Though it is frustrating to be defamed this way, try to avoid emotional statements. Stick to the facts.

When you report the fraudulent review, Google will check it and may remove it. However, there are millions of Google Business listings all over the world. Unless the review is clearly abusive or inappropriate, it’s unlikely to be removed. Try flagging the post multiple times, appealing to customer service reps on Twitter @GoogleSmallBiz, or taking your case to the Google Community. You’ll need proof that the reviewer wasn’t a customer, could not have made the review, or is being paid to review, which could be tough.

5. Legal Action

In some cases, you may know the reviewer making false statements. They may be an angry ex-employee, a competitor, or someone who personally dislikes you. In this case, you may want to take legal action.

First, respond and flag the review. Then, if you are certain you know the reviewer and can send them a message, do so. Ask them, politely but firmly, to remove the false review.

If you believe the review is significantly hurting your business, you may want to take legal action. Writing false statements about a person or business can qualify as libel or injurious falsehood (AKA trade libel), and may be grounds for a civil suit. To do this, you’ll need to be able to prove the statements are false and prove who wrote them. However, a cease and desist notice from a reputable attorney may be enough to persuade the reviewer to delete the review, and a full legal case won’t be necessary.

Your business reputation is a valuable thing. Though it may seem obvious, the best way to protect it is to run a reputable business. It’s also a good idea to regularly ask customers with positive experiences to write reviews. This way, if you have to displace or remove a Google review, customers will still know who to trust.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

10 Ways to Ask Patients for Reviews

10 Ways to Ask Patients for Reviews | Online Reputation Management for Doctors | Scoop.it

Doctors, dentists, and specialists play an essential role in patients’ lives, and most patients investigate reviews to be sure the professional is trustworthy and knowledgeable. However, this makes it challenging for new medical offices or hospitals. Many doctors, dentists, and other professionals wonder how to ask patients for review, while still maintaining a strong relationship and adhering to privacy laws. Here are a few ways to ask patients for reviews politely and professionally.  

10 Easy Ways to Ask Patients for Reviews

Asking patients to leave reviews can be a delicate process. This is especially true for medical practices like surgery or hospice care, where both empathy and professionalism are important. It is also essential to protect the patient’s personal records and confidentiality. However, it is possible to gather reviews while showing respect, empathy and concern for privacy. Remember that patients who have a good relationship with you and value your work will be happy to share with others. 

No matter what method or methods you choose to get patients to leave reviews, remember the following: 

  • Always show empathy and respect
  • Show that you appreciate your patients
  • Choose review sites carefully. Ask patients which they use, and see where your competitors are.  
  • Don’t surrender all your reviews to third-party sites. Remember that third-party sites and the patients themselves own those reviews, so it’s important to gather some yourself to use on your website or marketing materials.  
  • After a patient leaves a review, be sure to take them off the list, so you don’t ask them again.
  • Always maintain HIPAA compliance. Do not contact patients via email without their express consent, only use testimonials or reviews with the patient’s express consent, and never reveal any personal information, including the patient’s name, unless they have given permission to do so.

1. Automated Emails

Automated review requests do not have to be unfeeling. Carefully-worded automated requests can have the same impact as an individual email, and require only a fraction of the time. It’s helpful to use a series of emails to ask patients to leave reviews, to be sure the message is received. To get the best response, personalize these emails. Use the patient’s first name, thank them for their first visit or repeat visit, and ask about their experience. 

Include a link in the email directly to your own review page, or a third-party site. Keep in mind that a patient who submits a review to a landing page on your website can also help you get reviews on other sites more easily. It should be easy to submit a review, and instructions should be clear. It’s helpful to include an example review, since patients don’t always know what to say.

Remind patients that it is not necessary to include personal health information, or details about their visit. Also, remember that patients may provide whatever information they like, but HIPAA laws prohibit healthcare providers from releasing medical or personal information without the patient’s consent. To comply with HIPAA when asking patients for reviews, consider the following:

  • Remind patients they do not have to elaborate on details about their visit. Provide examples of general statements such as “the doctors are very caring and take time to answer questions” to demonstrate.
  • Give patients the option to submit reviews anonymously, or inform them that you will remove their name if they wish.
  • If you reply publicly to a review, either to thank or refute the reviewer, do not disclose any of their personal information or information about their visit, including their name. Use general statements, such as company policies.
  • Make it clear what you will use the review for, and where it will be shown. Also, clearly show where the patient may give their permission. Inform them that submitting a review is appreciated, but not required.
  • Only contact patients via email if they have given express permission to do so.

Remember that not all patients wish to be contacted via email. Only include patients who have consented to being contacted through email. Always use HIPAA compliant email software when transmitting any patient information. 

Make your review gathering landing page and display page with Boast »

2. Print on Appointment Cards

Appointment cards are handy reminders patients can pin on their calendars, keep on their refrigerators, or at their desk. Since patients tend to keep them and put them in visible places, this is also an ideal place to put a reminder to leave a review. 

When you add a link to an appointment card and ask a customer to leave a review, make sure the link stays active and relevant for as long as you use the cards. If you change your landing page or decide to target a different review site, be sure to change the printed link as well. Also, point out the link on the card and ask the patient for a review when they receive the card, to ensure they don’t overlook it. 

3. Print on Take-Home Instructions

Like appointment cards, take-home care instructions also tend to have more longevity than other paper reminders, mailings, or emails. When asking patients for a review using take-home care instructions, it’s particularly important to use a respectful tone. Remember that patients may be in pain, and an overly cheerful request might not be well-received. 

Consider a request like the following: “Thank you for visiting our medical practice. We strive to give you the best care possible, and help other patients get the care they need. If you received high-quality care from your medical professional, please share your experience with other patients using the following link.” 

4. Promotional Items

Promotional items like magnets, pens, or notepads with your office’s name and phone number on them helps patients keep your office at the top of their mind. This is also an easy way to get patients to leave reviews. Since promotional items tend to have more longevity than paper reminders, it’s even more important here to ensure the link to your landing page or a third-party site stays active. 

A more cheerful reminder can be appropriate for promotional items. Consider a short phrase like, “tell us about your visit!” or a direct request, “please leave us a review.” To limit the space used by the link, you might use a link shortening tool like Bit.ly or Goo.gl. Once again, be sure that the shortened link stays active. 

5. Ask at an Appointment

If you have some one-on-one time with patients at the end of their visit, this can be a good time to ask patients for reviews. You might combine this with an appointment card or another written link, or use a tablet to bring up the review page directly. If there are some waiting times during appointments, such as between seeing a nurse and doctor or dental hygienist and dentist, this might be a good time to ask patients to fill out a review directly on the tablet.  

When using a tablet to collect reviews, make sure the device is not used to access other patient’s information, or any part of your record-keeping system. This will help to maintain security and HIPAA compliance. 

6. Phone Call

Many doctors, dentists, and other specialists use a calling system to confirm or change appointments, or verify information. This can also be a good time to ask patients for reviews. At the end of the phone call, include a short phrase to direct patients to a landing page on your website or a third-party site. In your CRM or calling system, be sure to make a note of any patients who have already left reviews, so you don’t ask them again. 

7. On Your Site

If patients frequently visit your website to make appointments or access information, this is a good place to ask patients for reviews. Use a call-to-action (CTA) on the sidebar, banner, or in the middle of the most frequently-visited pages of your site to ask for a review. The CTA should direct straight to either a landing page on your site, or a third-party review page.  

8. Postcards

Like after-care instructions and appointment cards, postcards can also be a helpful way to ask for reviews. Whether you are sending paper appointment reminders, holiday cards, news and information, or something else, include a link to your review page. Remember to thank your patient for continuing to trust your office with their care. 

9. Request on Social Media

Social media is a helpful marketing tool for many local offices. This allows patients to get the latest updates about your practice, ask questions, and get health tips while using a site they normally use anyway. If your patients regularly interact with your posts on Facebook, Twitter, Instagram, or another platform, this is a great place to ask them for reviews. Make a post linking directly to your landing page or preferred review site, and don’t be afraid to post more than once. Try different days of the week and times of day to see when your posts get the most interactions. 

10. Previous Reviewers

If you ask patients to leave reviews on your own landing page, you have more control over the reviews, and you’ll be able to see who has actually answered your request. This way, you can follow up with previous reviewers and ask them to share their thoughts on other sites. Make this as easy as possible, using either a video review they already made, or text they already submitted. This way, they can submit additional reviews in just a few moments. 

Remember that you cannot use, reproduce or reprint reviews left on third-party sites. These reviews are considered property of the reviewer and the site. Reproducing them without a patient’s permission also violates HIPAA laws. However, you can post reviews that you collect on your own site (with your patient’s permission to do so). This flexibility makes it ideal to gather reviews on your own platform first, and ask customers to spread the word after.

 

Which method works best for your practice will depend on what your patients prefer, what sort of practice you have, and what automation processes you already use. Whatever strategy you use, remember that your patients are also busy people and you will have to ask more than once. As long as you show appreciation for your patients, protect their privacy, and ask for reviews in a respectful manner, a number of your patients will be willing to provide reviews. 

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

Physician Online Reputation Management

Physician Online Reputation Management | Online Reputation Management for Doctors | Scoop.it

Negative content published about physicians and other health professionals can detrimentally affect their online reputations and the success of their practices. Defamatory online content can take the form of doctor reviews on websites such as www.RateMDs.com and www.HealthGrades.com or as misleading newspaper articles that paint a physician in an incorrect or unflattering light.

Doctors seeking to control their reputations online have turned to a wide range of tactics. How doctors can manage negative content online is varied.  Some approaches can help their practice reach new levels of success; others can backfire, causing significant digital PR headaches.

Tactics that work for physician reviews by patients are different from those used to combat incorrect information that’s published by media organizations. That said, by developing a comprehensive internet reputation management, or an online reputation management (ORM) strategy, physician reviews and ultimately reputation become a positive way to deal with virtually any type of negative content.

 

Medical Practice/Physician Reputation & Review Management

ReputationDefender has recognized that physicians rely heavily on their online reputation/reviews and after consulting with many individual doctors from across the US, have developed services and tools to assist in monitoring, improving and repairing online reviews and reputations.  As you’ll see below we’ve laid out so general best practices for improving or maintaining your current online physician review and reputation situation, however we also realize that a physicians time is highly valuable and may be better spent elsewhere.  To this end ReputationDefender has developed ReputationDefender® and Reputation for Business, two services that can a help doctor build, improve or repair their online presence.

 

Reputation for Business

While Reputation for Business offers a number of different levels of service, from simple monitoring through to a fully managed PR service, the top packages are designed to not only save many hours/month that typically need to be spent on ones online presence but also to increase business by nipping bad reviews in the bud and improving the online presence of the business through positive reviews from a doctors actual clients.  Reputation for Business is a service that ReputationDefender recommends every doctor and practice have in place – the increase in business from a positive online presence is priceless.  To fix physician reviews or simply create a buffer of positive reviews, Reputation for Business is a service and not just an online tool that puts you back in charge of your businesses reputation.

Are online reputation issues hurting your practice?
 

ReputationDefender 

ReputationDefender® is a very specific service, and unlike Reputation for Business is not something that is recommended (or needed) for most physicians.  ReputationDefender® has be specifically designed for doctors that have been attacked online through blogs, articles, and review sites by disgruntled patients or former employees.  Unfortunately under the law it is virtually impossible to have a court order the removal of online content, however it can be suppressed through techniques that we’ve developed here at ReputationDefender.  Essentially anyone that Google’s you or your practice won’t look past the first couple pages of results, and if all they find are positive articles, reviews and sites then the negative material is substantially mitigated.

 

Best Practices for Online Review/Reputation Management

Tip 1: Focus on the positive, and share factual information.

When it comes to consumer-generated content, some doctors have tried to patch up their Internet reputations by asking patients to sign will-not-review agreements. This approach is prone to failure. First, legal precedent makes it unlikely that such agreements would hold up in court. Second, doctor’s risk alienating long-term patients and encouraging spite-based online reputation attacks. The website RateMDs.com even maintains a “Wall of Shame” for physicians who try to prevent patients from posting reviews.

 

A better approach is to keep tabs on the kinds of criticisms being leveled against your Internet reputation and to post factual information to counter these critiques.

 

Keep tabs on criticisms

Many physician review websites allow MD’s to display professional profiles, which can be used to defuse potential attacks and to control your reputation. Doctor-patient confidentiality prevents you from directly engaging online critics; however, you can address common themes in a general manner.

 

For instance, patient comments like “The doctor seemed rushed” can be downplayed with a statement such as “We are one of the few specialty practices in this area, and we pride ourselves on serving as many patients as possible.”

 

Need personalized reputation advice?

A creative, positive response exists for virtually any criticism. And when you do find content that addresses a genuine shortcoming, use it as an opportunity to improve your practice.

Provide factual information to counter critiques

When it comes to media organizations, don’t even think of trying to threaten them; you’ll just generate more negative content. Your best bet is to provide clear, factual evidence that they have unjustly tarnished your professional online reputation.

  • Contact the organization to identify the editor responsible for the piece.
  • Prepare a concise description of the facts for that individual, and politely request that the article be retracted or corrected.
  • Persistence is key: Continue with periodic, polite requests until you get a response.

For more information on how to contact newspapers about incorrect or negative content, see this article.  How doctors can manage negative content online can be tricky business, but with persistence you can and will succeed.

 

Tip 2: Garner support from your patients.

Regardless of the source of your negative content, this tip involves getting your patients behind you. Enough positive physician reviews by patients will outweigh a few negative ones, and they can also help mitigate misleading newspaper articles.  By sheer mass of positive feedback you can fix physician review situations.

Are online reputation issues hurting your practice
 

Be aware of your bedside manner

Patients mention a doctor’s bedside manner in online forums more than any other factor, so you can do a lot to inspire would-be positive reviewers by making patients feel valued. Work on developing conversational strategies that instill trust without significantly lengthening patient visits. If you need to rush to get through a busy day, explain why. Also give the patient some avenue for seeking further information or asking questions, whether that takes the form of a nurse or physician’s assistant who can tackle their concerns or your promise to respond later via email.

 

Request feedback from patients

Next, encourage patients to write good reviews. Directly asking for praise might turn off some patients, but there are a lot of ways to gently foster positive feedback. You might consider some of the following:

  • Quote a few positive reviews, listing the source, on your patient intake forms or information brochures.
  • Post a sign in your waiting area saying that you value patient feedback, whether in person, by phone or email or via online forums.
  • Link to positive content on your practice’s website.
  • Send follow-up emails encouraging patients to provide feedback.

 

Tip 3: Engage an online reputation management (ORM) service.

If you find yourself in the midst of a negative media storm, the self-help approaches above may not be sufficient to resolve your negative content. Even if the newspaper agrees to correct the article, someone may have reposted the earlier, defamatory version on his or her blog. In this case, you’ll need to enlist professional help.

 

Need personalized reputation advice?Schedule a free consultation

First, it makes sense to employ a monitoring service that will alert you to any new developments in your Internet reputation. You want to know if someone reposts negative content and also if new, derivative attacks appear in response.  This is an important step in how doctors can manage negative content online.  Online review management and online reputation management is a time consuming task, employee a professional service will save you time and most likey money as all the issues that you’re facing are issues that professional services deal with on a daily basis.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

10 of the Best Tools to Monitor Your Online Reputation

10 of the Best Tools to Monitor Your Online Reputation | Online Reputation Management for Doctors | Scoop.it

The ability to track what people say about you online has several benefits.

You can leave timely feedback on comments about you. It can help improve your products and services.

Most of all, monitoring what people say about you online will help you maintain a good reputation.

Here are 10 tools that can help you monitor your online reputation, irrespective of your niche.

1. Google Alerts

Google has several valuable free tools for marketers and SEO pros, and Google Alerts is one of them. If you’re a seasoned marketer, then you probably already know and use it, either for monitoring your brand or for content creation.

Simply enter your company name the same way you’d enter terms in your niche you want to get alerts for.

For example, this is an alert for “search engine marketing”:

 

You’ll get email notifications of your mentions via Google’s database, based on your preferences: as they happen, at least once a day, and at most once a week.

2. Social Mention

Social Mention monitors more than 80 social media sites, including Facebook, Twitter, and YouTube.

The results also display the following information to help you measure, monitor, and improve your brand’s reputation:

  • Strength: The likelihood that your brand is discussed on social media.
  • Sentiments: The ratio of positive mentions to negative mentions.
  • Passion: The likelihood that people talking about your brand will do so repeatedly.
  • Reach: The number of unique authors who write about or mention your brand.

Here’s what it looks like:

 

Another reason to use it: Social Mention is free.

3. Trackur

Trackur calls itself the “broadest social media monitoring” tool — a debatable claim. In trying to live up to such a lofty promise, it has several features to help you monitor your brand online.

 

Trackur offers full monitoring of all social media and mainstream news sites, insights like trends, keyword discovery, and influence scoring.

For example, this is what the dashboard looks like when I type in the keyword “Facebook.”

 

Additionally, if you offer social media monitoring as a service to clients, you can pay to customize your dashboard with your logo, URL, and your own colors.

4. SentiOne

SentiOne helps you to pay attention to what your customers or others generally are saying about your brand. With SentiOne, you’ll get access to not just real-time data but historical data too – what people may have said about your brand in the past before you began using SentiOne.

You can track mentions of your brand, social profiles, or other keywords.

 

If you feel you’ll experience information overload, since SentiOne scours thousands of web sources to find mentions of your brand, you can easily filter the number of keywords you’re tracking.

Plus, you can filter results into positive or negative mentions, where the latter can help you act quickly to avert crisis where necessary.

 

5. Reputology

Reputology is a review management and monitoring platform for multi-location businesses. Put simply, it helps businesses manage and monitor reviews online.

 

Apart from social media sites, you can “listen” to what customers are saying about your site from industry-specific review sites in the hospitality, dining, healthcare, fitness, and real estate niches.

See Anyone's Analytics Account, in Real Time.
You can literally see real-time sales and conversion data for any website, and which campaigns drove that traffic. Start your free trial today.

ADVERTISEMENT

To ensure you handle negative reviews efficiently, Reputology converts them into customer service tickets.

6. Review Push

This online review management software helps businesses with multiple locations to monitor social media and popular review sites (e.g., Facebook, Yelp, Google, Yellowpages, Foursquare).

 

The best part isn’t only that you’ll get all reviews from any site in one place, but when you set up email alerts, you can respond to any review, positive or negative, directly from your inbox with Review Push.

 

You can also see the review sites on the web or in your industry that your business is not yet listed on. Then Review Push ranks your stores’ review performance online so you can easily see which store should improve its product or service delivery.

If you’re wondering how you’ll get reports from multiple locations, there’s multi-level reporting where you can get reports from corporate, regional, or store level.

7. Chatmeter

Chatmeter was designed to help companies collect and analyze customer feedback and improve customer experience for multi-location brands and agencies.

 

It notifies you via email of any reviews found on over 20 local search and review sites. In addition, you’ll get notifications when there’s new content about your brand.

Chatmeter has tools that enable you to spy on your local competitors to see how you stack up against them and what you can learn from their activities.

 

Their widget allows you to share reviews from external sites on your website and store’s pages. And if you create a new profile on a listings’ site, your profiles on other listings sites are automatically updated with any current information.

8. Reputation Ranger

Created for four niche industries — restaurants and bars, hotels and travel, automotive sales and services, and plumbers and home contractors — Reputation Ranger monitors Facebook and industry-related sites to create alerts and reports.

 

Broken down by niche, it comes to:

  • 15 websites plus Facebook in the hotel and travel niche.
  • 12 websites in the restaurant and bar niche.
  • 9 websites for plumbers and other contractors.
  • 12 auto-related review websites and blogs.

So you’ll largely get real-time monitoring and alerts of the review sites that matter most to your business, depending on your niche.

9. Reputation Health

If you have a medical practice, or you offer SEO and other online marketing services to medical practices, you may need Reputation Health.

 

t offers reputation management and online review monitoring for physicians. It monitors 23 review sites related to the medical practice, including DrScore, HealthGrades, UcompareHealthcare, and Vitals.

The software collects online mentions and reviews of what patients are saying about your practice and sends you email alerts.

10. Meltwater

What started as a press clipping service that scanned news sources to get keywords relevant to customers has since evolved into a full-blown media monitoring tool.

 

Today, Meltwater goes beyond press monitoring by adding social media listening into the mix with real-time analytics. It still offers the largest global media database, so you can be sure you’ll see all your mentions in the news media too.

 

If you’re keen on who’s talking about your competitors or where they’re getting features, or how many mentions they’re getting daily, weekly, or monthly in comparison to yours, you can track that via Meltwater too.

 

While you can see your reports and analytics from your Meltwater dashboard, you can also transform these reports into presentations directly from the dashboard and also share them with internal teams.

Conclusion

You can manually perform searches for your brand’s name on search engines or social media sites, but you’ll likely find a handful of results at best. Not to mention the sheer drudgery and valuable time you’ll need to spend on such an undertaking daily, weekly, or monthly.

 

The tools above will help you more easily and efficiently monitor your online reputation. Choose one that works best for your brand.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

Strategies behind Online Reputation Management for Doctors 

Strategies behind Online Reputation Management for Doctors  | Online Reputation Management for Doctors | Scoop.it

At Digital Authority Partners, we are often asked about our doctor reputation management services. Usually, reputation management for doctors, as a service, is often sought if a doctor is:

 

  • dealing with too many negative medical reviews
  • involved in embarrassing public incidents
  • receiving negative press coverage
  • recovering from a malpractice lawsuit

 

Reputation management is critical to the success of a medical practice. But before we go on, a simple definition: 

 

Online reputation management for doctors falls under the category of marketing services meant to repair and improve a health professional’s online presence. It tackles the reviews, embarrassing public incidents, bad press coverage or malpractice lawsuits that might threaten a medical practice’s success.

 

When negative media coverage or online reviews about doctors appear online, medical practices see a one third drop in visits and calls to their offices, causing a potentially disastrous financial impact.

 

When any of these events occur, doctors tend to enter “crisis mode” and often scramble to find the best strategies to restore their reputation.

 

Usually, reputation management companies refuse to divulge the techniques used to repair a doctor’s online reputation. Unlike most agencies, at Digital Authority Partners we prefer to be honest and transparent about how we approach reputation management for doctors.

 

If you or your medical practice are dealing with a reputation issue, read our ultimate guide to online reputation management, along with an explanation of how each technique works.

 

Every doctor should care about their online reputation

 

As early as 2012, 60% of US customers researched their doctors online. By 2016, 84% of patients researched new medical practitioners before their first appointment. Positive reviews and coverage are consistently considered important or very important before scheduling an appointment with a specific doctor.

 

The first page of Google search results tied to a doctor’s name or practice is the new business card. While some doctors may still choose to ignore this fact; their prospective patients will not. 

Bad press won’t go away. So a lot can go wrong if you don’t address the problem head on.

 

This is the simple truth about online reputation management for doctors: bad reviews and bad press coverage don’t go away. As a consequence, prudent doctors have taken very aggressive measures to guard their reputation. But there are good ways and catastrophic ways to restore your reputation. This article will only focus on the tried and true tactics to restore a doctor’s reputation.  

 

Let’s pause for a second and explore the unfortunate ways some doctors try to deal with their tarnished online reputation.

 

According to Aaron Schur, Senior Director of Litigation at Yelp, the company regularly receives subpoenas from legal counsel retained by doctors to fix their reputation. Yelp rarely acts on these aggressive legal tactics to remove customer feedback.  

 

Even though negative coverage never goes away, the worst thing a doctor can do is fight fire with fire.

 

In 2016, a Manhattan dentist sued multiple Yelp reviewers for their negative reviews – a move that backfired. The New York Daily News began its coverage of the suit in very unflattering terms: “A Manhattan dentist has been trying to extract money from patients who give him bad reviews online.” Then the case caught the attention of national media.

 

Worse yet, the case caught the attention of senior executives at Yelp. Two years later, potential patients going to the dentist’s Yelp page see this warning message:

Although you cannot delete negative coverage, you can bury it with positive content

The Manhattan dentist mentioned above is a prime example of what reputation management companies advise against. Obviously, more negative coverage is the opposite of what a medical practice needs to restore trust in the digital space.

 

Instead, any reputation expert will advise its customers to focus on other strategies that are more likely to succeed. The best way to deal with negative reviews and coverage is to bury it with positive content.

 

How do you bury negative content? By replacing it with a single recipe for success: use Google’s search algorithm in your favor by creating valuable content that pushes the negative content associated with a business name after the first page.

 

It doesn’t happen overnight. And it’s easier said than done.

 

Regardless of your industry, there are specific white hat marketing techniques that can be employed to repair your online image. These are legitimate, widely accepted tactics promoted by some of the most renowned marketers in the world.

 

The rest of this article presents 11 tried and true tactics Digital Authority Partners leverages to successfully restore the online reputation of doctors. We strongly believe all doctors should know exactly what steps we follow to repair their online reputation.  

 

Strategy Number 1: Build a website for yourself and/or your practice

The first and most valuable strategy to repair your reputation is to create a website dedicated to yourself and/or your practice. In some cases, you should consider doing both.

 

Why build a website for yourself or your medical practice?

 

A website serves multiple purposes. First – it introduces a doctor to the world. A good physician-dedicated website tells the story of a specific doctor, the values to which he or she adheres and provides testimonies about the quality of services the physician provides.

 

So, what makes a doctor’s website rank highly in Google search results?

 

Use the following checklist to build a website that will improve your reputation:

 

Launching your own physician website has multiple benefits.

First, if done right, your website will be found when patients look up your name. That’s very powerful. Even if patients find some negative reviews, making a great first impression is imperative.

 

Second, in online doctor reputation management, it’s best to have a website that clearly presents all the critical information about yourself you want emphasized. Your website is a building block, a central place that will be used for all aspects tied to reputation management.

 

For example, one of the foundational strategies to improve an online reputation for a doctor involves the act of securing backlinks to the cornerstone digital property. That can be your own personal website or a website dedicated to your business.

 

Either way – for any reputation management campaign to succeed you need one primary digital property that you own and control. The reason that matters is because a centralized digital property with a robust analytics platform is needed to actually measure and improve on the overall effectiveness of your reputation management campaign.

 

Third, a personal website is your own forum. It’s where you can share updates about your practice, show your thought leadership, and engage with patients.

 

In short, having a website is the single most important tactic of reputation management for doctors. 

Strategy Number 2: Start a blog directed to your patients

If you talk to 10 marketers, all 10 will tell you that the best way to manage your reputation is to have a blog. A blog lives on the internet forever (or as long as you pay for your web hosting). More importantly, a blog allows you to speak to your patients – current and future – to show your expertise and the value you bring to your clients.

 

Most important of all, a regularly updated blog is more likely to bring new clients, garner repeat business, and help you and/or your practice rank higher in Google search results.

 

Why launch a blog for yourself and/or your medical practice?

 

Starting a blog may seem to be a daunting task. How often should you publish content? Will you regularly have time to do it? Is it really worth it?

 

If you talk to any reputation management company, you will often see a list of clear and indisputable benefits tied to starting a blog. If you are in process of repairing your reputation online, here are some quick reasons why you should start a blog for your practice or yourself.

 

As other experts have pointed out, a pleasant side effect of physician-run blogs is that they lead to more business and referrals.  

 

Most importantly though, from a pure reputation management perspective, a physician blog (preferably on your website) nearly guarantees that your content appears at the top of the Google search results. This is why most reputation management companies make the creation of new and original blog content the Number 1 technique to bury negative results in Google.

 

In sum, no legitimate reputation management campaign can succeed without creating great blog content on behalf of a doctor. 

Strategy Number 3: Create blog posts for other websites

The key to success, when dealing with a reputation management issues, is to create relevant, timely content associated with a physician’s name on multiple platforms. As we saw above, one of the easiest ways to create valuable content is to start a blog.

 

However, even if you create the single best physician blog on the internet, that will likely only bury one of the first ten Google search results.

 

A robust doctor reputation management campaign needs to do more than that. The easiest way to bury negative reviews or press coverage is to create new content on other websites as well. For example, at agencies like ours, we have partnerships with over 400 blogs that accept guest submissions from the doctors and clients we represent.

 

First, we work with each client to determine the topics that will best showcase their expertise. Then our team of writers create long, in-depth content pieces that are published under our client’s name on other websites. As part of the guest posting efforts, we secure backlinks to our physicians’ websites or social media profiles (more on that below).

 

If you are a doctor with a significant reputation management issue, guest posting is one of the best strategies for displaying additional Google search results when a patient looks online for your name or the name of your practice.

 

Guest posting is perhaps the most popular doctor reputation management tactic for restoring physicians’ online reputations.

 

Clearly, guest posting has numerous benefits, but the technique is primarily used to get backlinks to specific interviews and news coverage about you and your company. Guest posting can be on another physician website, blog, or social media profile. Links from guest posts will point to whatever content we create for you. 

Strategy Number 4: Create powerful social media accounts (LinkedIn, Facebook) for your medical practice

Google takes a wide variety of digital signals into consideration when ranking content for a specific search term. When running a doctor reputation management campaign, the best way to get meaningful results is by tackling all the major signals drawing Google’s attention.

 

It is well established that social media activity has an impact on Google search results. Specifically, Google is drawn by the number of visits specific websites and blog posts receive directly from social media like Facebook, Twitter, or LinkedIn.

 

This strong correlation between Google search results and social media activities is what drives most successful reputation management campaigns for doctors to include a social media component. Creating robust social media profiles combined with frequent posts has proven to be a very effective reputation management technique.

 

By creating strong social media accounts with regular posts, every doctor with whom we perform reputation management initiatives will see their social media profiles rank on the first page of Google search results tied to their own or their firm’s name within 60 days.

 

Social media is a powerful tool not only for restoring your online reputation but also for proactively engaging your patients and future clients. An article from March 2018 reveals how various physicians all over the US leverage social media to combat misinformation – not only about their own practices but also about specific conditions, diagnostics, and other timely healthcare news that could affect their patients (ex., flu season, epidemics, etc.).

 

This makes social media management incredibly relevant not only for reputation management but also for long term digital engagement with your patients.

 Strategy Number 5: Claim your Google business listing online

According to Google, 97% of users search for local businesses and local business owners names online.  For that reason, reputation management campaigns often focus on what is called “local SEO practices.”

 

The first priority when improving a doctor’s reputation is to make sure locals searching for a doctor’s name see relevant results – preferably not the questionable ones.

 

To that end, the most important step when initiating a local SEO strategy is for a practice to claim its local Google business listing.

 

For example, here’s the Google listing page for a doctor in the Chicago area:

 

When searching Dr. Gnatenco’s name, Google search results return her image, Google map location, specialty, address, and phone number.

 

Since reputation management campaigns center on optimizing the Google search results, claiming, optimizing, and managing a Google business listing page is important for online reputation management.

 

Google allows for mini-posts on the Google listing page – something that helps with SEO and reputation management initiatives.

 

This is one of various “social” online listings that carries a lot of weight when tying a doctor’s name and medical practice to Google search results.

 

There are many customization options on the Google Business Listing dashboard, giving doctors the opportunity to create powerful and influential profiles for potential patients to visit.

 

Strategy Number 6: Respond to all reviews on Google/Yelp

When looking for new service providers, most customers go to two sources: Google and Yelp.

 

For doctors who are doing well – reviews are a great way to attract new customers. For doctors dealing with unhappy customers and other PR baggage, online reviews can be a nightmare.

 

Doctors’ responses to the new world of online reviews have not always been appropriate or even legal.

 

In 2016, a Washington Post investigation into 3000+ physician responses to negative reviews on Yelp and Google showed that an alarming number of doctors violated HIPAA compliance rules when responding to disenchanted patients. Other doctors – who used a passive aggressive tone or responded rudely to online reviews opened the door to additional criticism and unwanted attention from online users who were offended by physicians’ postings.

 

In general, doctors should not take it upon themselves to respond to online reviews. That’s because it is impossible to not feel emotional when dealing with negative comments. Instead, doctors should either designate a staff person to this task or outsource responses to reputation management consultants. This approach will often avoid making a situation worse or drawing more unwanted attention.

 

Responding to a negative review poorly is not the only problem doctors face with regard to their online reviews. Another unfortunate tactic some physicians erroneously employ, not addressing online reviews at all.

 

Neither strategy is good. Some doctors have reported a 30% loss of business after negative Yelp reviews. As one doctor put it, “Yelp reviews can literally be the bane of many doctors’ existence.”

 

Online reviews aren’t only read by patients. A 2013 study showed that 86% of doctors read their own reviews; 36% also regularly check their competitors’ reviews. As a result, online reviews can affect not only a physician’s ability to acquire new patients but also his/her standing as a member of the medical community as a whole.

 

In general, the appropriate course of action for doctors dealing with online reviews is to respond to every single new review – positive or negative. That shows others researching doctors that you listen to your patients’ concerns and address them professionally.

 

Don’t forget – you can’t make everyone happy. However, you can treat everyone with respect and courtesy – especially when everyone in the world can see your online interactions.

 

How should physicians and reputation management agencies respond to Google and Yelp reviews?

 

The best approach, is to answer to every single online review as part of your ongoing reputation management activities.

 

But how should a physician respond to negative reviews online?

 

There are many ways doctors can tackle negative reviews in their reputation management campaigns. Through it all, remember this point: a bad review doesn’t ruin a business. It’s impossible to please everyone. The best technique is to keep your head cool and to give professional answers to every single review online – good, bad, or ugly.

 

Strategy Number 7: Create medical profiles on relevant directories and social media sites designed for doctors

One of the best approaches to online reputation management for doctors is to create rich profiles on a wide variety of platforms set up specifically for doctors. Just like mainstream social media platforms such as Facebook, Twitter, or Linkedin, social media platforms for doctors stand a very good chance to rank organically in Google for the search term associated with the name of a specific doctor.

 

Some popular social media platforms and directories for doctors are:

  • CareDash: As one of the fastest growing provider review sites, CareDash uses artificial intelligence to help detect and stop the publication of fraudulent reviews. Doctors can easily create and personalize their profile, and patients trust the platform to help them confidently choose their care provider.
  • Doximity: An online social network for doctors with verified clinicians’ profiles. As of 2018, the network has over 1,000,000 doctors and physicians. That’s approximately 50% of all doctors in the US.
  • Sharecare: An online health and wellness platform and doctor directory. Sharecare lists each doctor’s full profile – including insurance plans, years of experience, biographical information, specialities, professional affiliations and educational background. The platform also allows doctors to answer questions and provide thought leadership on specific topics.
  • WebMd: One of the largest healthcare news and directories in the world. The company allows doctors to create free profiles and advertise on the platform to get new patients.

 

How physicians and reputation management agencies should optimize healthcare directory profiles

 

Healthcare directory profiles play a critical role in reputation management campaigns. This infographic shows the top reasons why doctors should care about their online directory profiles:

 

For reputation management companies, creating online profiles in established directories is an “easy win” to influence google search results. Given the nature of some of the directories – where doctors need to verify their identity – new profiles for specific doctors are usually easy to set up and then rank in Google. Google sees verified directories as highly legitimate social signals for ranking those profiles highly for specific keywords.

 

Whether you are actively working on your reputation or not, one thing is certain: you should absolutely have yourself and your practice listed on some of the most popular – and free – directories in the US.

Strategy Number 8: Be helpful online by posting on relevant Q&A sites and threads

One often ignored technique for ranking high in Google search results is the practice of creating profiles on Q&A websites and responding to questions posted on message boards that are within the doctor’s specialty.

 

For example, Quora is the most popular question and answer website in the world. It ranks 90th  for the most popular sites in the world and 3rd for Q&A sites. On Quora, anyone can create a profile under their own name and contribute to the community.

 

However, Quora has a lesser known benefit. Engaged users who create relevant content using their actual names, can be up-voted by their users.  This usually results in that individual profile ranking higher for the name of its author.

 

In simple terms: a doctor can create a Quora profile under his/her name. After answering questions on specific topics, the Quora profile link will appear in the results of a Google search when a user looks for the name of a specific doctor.

 

How physicians and reputation management agencies use Quora to rank organically in Google

 

The following infographic is based on a Quora thread around the SEO benefits of using Quora to get positive results.

 

In many ways, Quora is just like many other social platforms available. However, by its very nature, Quora is a content platform. That means it can be used to showcase a doctor’s expertise, credentials, and thought leadership. Relevant Quora profiles rank high in Google search results, while simultaneously pushing down negative content tied to a specific physician’s name or business practice.

 

 

Strategy Number 9: Use YouTube to post promotional content, highlight testimonials and make your YouTube profile rank highly in search results

Here is a lesser-known fact: YouTube is the second most popular search engine in the world. Furthermore, YouTube is also a tried and true tactic that has become increasingly popular among doctors to attract new patients, learn new methods, and even attract new employees.

 

In addition, YouTube allows users to create a custom URL in their own name for their channel. As that URL gets backlinks, it will start ranking in search results.

 

The SEO benefits have made creating a channel and getting a custom URL a very popular technique for reputation management firms.

 

Of course, there is a catch. According to Google, a channel must meet the following criteria to get a custom URL:

 

  • Have at least 100 subscribers
  • Be at least 30 days old
  • Have an uploaded channel icon photo
  • Have uploaded channel art

 

This means that if a reputation management company is to reap the SEO benefits for a client from YouTube, it’s not enough to just create a YouTube profile.

 

Reputation management companies need to work with a client to create relevant video content. Then, the video content needs to be promoted. Potential subscribers need to be found and encouraged, through campaigns, to follow the channel.

 

In the end, this is worth the effort. When a doctor or reputation management company uses YouTube correctly, the YouTube channel for a specific physician can become one of the top ten search results associated with a specific doctor’s or practice’s name.

 

How physicians and reputation management agencies use YouTube to rank organically in Google

 

Many doctors feel intimidated by video content. When we think video – we think high tech video editing, sound editing, special effects, and more.

 

Actually, any doctor with a smartphone can become a videomaker. The videos can be about any relevant healthcare topic. Some examples include: testimonials, health related tips / tricks, video from a conference, etc.

 

Any video – small or big – can help with reputation management. Especially when you are dealing with negative online reviews, YouTube becomes a great channel for online visitors to see you in action, sense your personality and charisma, and relate to you as a doctor outside of any negative reviews found online.

 

YouTube is one of the most powerful tools to quickly and efficiently improve your online reputation.

 

 

Strategy Number 10: Use SlideShare to showcase your expertise, thought leadership and skills as a doctor

Creating a powerful SlideShare online profile is another popular technique used by reputation management companies to remove negative reviews from the first page of Google search results.

 

SlideShare is a social network allowing users to publish professional presentations, infographics and documents online. The website gets approximately 80 million visitors a month and has over 30 million users. In 2012, the company was purchased by LinkedIn for $119 million.

 

How physicians and reputation management agencies can use SlideShare to rank organically in Google

 

SlideShare has long been used for marketing and SEO purposes. Like other techniques presented in this article, SlideShare is simply another online social network which, when used correctly, can offer businesses and physicians a much needed search result in the process of burying negative results in Google.

 

Like Quora, SlideShare is created around topics. This makes it easy to create a robust strategy to rank higher in Google search results.

 

As with other techniques discussed in this article, SlideShare is great for reputation management. Prepared correctly, Slideshare accounts can even replace other Google search results and help physicians rank higher for their own content.

Strategy Number 11: How physicians and reputation management agencies track online presence in real time

Reputation management never stops. Even when a specific issue is resolved, physicians must be diligent about their online presence and quickly react appropriately when necessary.

 

The best way to handle your reputation management is to create a Google custom alert. When users go to this link they can set up a specific alert for any word or combination of words of interest:

 

In the search bar above, a doctor can enter a personal name or the name of the business. Any time the name is mentioned online, an email alert is sent.

 

This strategy is very effective because it allows doctors to easily maintain their reputation management. Rather than waiting until the last possible moment to respond to negative reviews or negative PR coverage, physicians can deal with problems early.

 

In reputation management, it’s imperative to answer criticism proactively and quickly counter any negative publicity.

 

This simple tactic will keep you instantly informed and give you peace of mind. With custom alerts you can sleep well at night because you know you have access to any good or bad online news as soon as your name is mentioned.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

Should Doctors Buy Google Reviews for Their Medical Practice?

Should Doctors Buy Google Reviews for Their Medical Practice? | Online Reputation Management for Doctors | Scoop.it

If you’re worried about the negative patient feedback that is drawing attention from prospective patients online, then it must be tempting to take a few shortcuts to get a quick fix. Perhaps, you may be wondering if you can buy Google reviews with 5-star ratings that can quickly bury the negative patient feedback and clear off the blemishes in search results.there is a growing market for businesses looking to buy Google reviews that are in fact, “fake reviews,” as they are posted under a random name and Google user who may or may not even be a real person. Healthcare providers who are struggling with negative reviews are increasingly getting drawn towards these 5-star review purchase services. Service providers are luring them with the promise to deliver "5-star quality reviews" from "fully completed (Google) profiles and realistic photo attached account.” They also assure to provide reviews from users residing in the US, and even from a close vicinity to make it more relevant for local businesses like healthcare.

 

You Should NOT Buy Google Reviews for Your Medical Practice. Here’s Why.
Before you buy fake Google reviews, you should know about its short and long-term consequences for your healthcare business. Read on!


Buying (fake) Google reviews isn’t ethical.
Healthcare businesses need to be ethically superior at functioning than any other business. Be it the patients, healthcare or medical communities, regulatory bodies, and even any responsible medical or general review sites out there, all of them consider selling or purchasing of patient reviews not just ethically wrong but also illegal.

 

Review selling or purchasing is also against Google’s guidelines
Google has indicated in its guidelines that it will consider a review fake and take it down if it doesn’t reflect a person’s genuine experience at a business location. The search engine giant also clearly prohibits offering or exchanging money in exchange for reviews. According to Google, businesses that do not follow these guidelines strictly are under a severe risk of getting blacklisted.

 

FTC will come after you
During the past few years, regulators have become increasingly cautious about fake reviews, and there had been instances where they cracked down on fake online reviews. For example, the Federal Trade Commission (FTC) executed “Operation Clean Turf” in which they caught and slapped hefty fines on companies that were generating fake reviews online. Out of the 19 companies that paid a total of $3,500,000 as a penalty, eight were from health and related categories.


Both your patients and Google can easily tell the difference
No matter what those “Google review traders” say, you’ll end up receiving at least a few obviously-fake-reviews, which today’s tech-savvy health consumers can easily recognize. It will erode prospective patients' trust which can result in a decreased patient acquisition. If you think you can cheat Google with fake reviews to improve your search rankings, save your skills! Google has all the information about its users, and it can easily recognize whether the review posted by a user is fake or genuine by checking their recent online activities.


Fake feedback doesn’t benefit your practice in any way
As fake feedback doesn't tell the right story, there’s nothing you can learn about your areas-of-improvement. Genuine patient feedback, when understood collectively, provides valuable insights into the common patient experience issues or problems. It’s only by knowing the real issues that you can address them.


Get Genuine Patient Reviews, Ethically
Instead of buying five star Google reviews, try to earn positive patient reviews. We’ve already written about strategies on how healthcare providers can ethically earn positive patient reviews on sites like Google. For many, simply asking (verbally or virtually) their patients to write reviews works effectively. We also suggest going beyond just asking and facilitating your patients in submitting reviews. RepuGen is an online reputation management tool for doctors that helps them get genuine reviews from their patients by facilitating patients through the review-writing process. RepuGen also allows your patients to directly submit their reviews and ratings to review sites of their choice. The review acquisition process on RepuGen is fully HIPAA-compliant, which means your patients’ personal health information is completely safe and secure. Here’s how RepuGen’s way of acquiring patient reviews benefits your healthcare practice:

 

  • You don’t always (awkwardly) have to ask your patients to write reviews. RepuGen will send texts and emails to patients asking them to leave reviews.
  • It saves your patients from manually posting reviews on review sites. RepuGen provides an option to post reviews directly from its interface.
  • You can easily track patient reviews on multiple review sites using a single dashboard.
  • You’ll always know when a new patient review goes online. This will allow you to respond (if necessary) ASAP.
  • RepuGen’s sentiment analysis technology will provide valuable insights into the patient experience issues and problems that will allow you to address them effectively and efficiently.
  • The improved patient experience, in turn, will create new patient acquisition opportunities that will help you grow your practice.
Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

Online Reputation Management for Doctors 

Online Reputation Management for Doctors  | Online Reputation Management for Doctors | Scoop.it

As patients are increasingly turning to search engines and review sites for evaluating the quality of care, it's time that doctors should also be there to provide the answers that patients are looking for. With a proactive reputation management, doctors can leave the right impact that will convince patients and eventually acquire them. This article will guide you step-by-step in developing and managing your online reputation. The success of your healthcare practice depends on how positive a reputation it has with its patients. If that’s the case, then how do you determine your reputation? Referrals and word-of-mouth are still a well-known and common factors that relate to your reputation and patient acquisition, but then how many of your new patients rely on just these two factors to choose you? As a matter of fact, even after getting referred by their friends or family, or even by another physician, one of the first things that your patients will do is to research your or your practice and its reputation online to see what other patients are saying about you. 85% of (healthcare) consumers trust online reviews as much as personal recommendations. - BrightLocal While displaying positive patient reviews can certainly help your practice influence opinions in your favor, it doesn't mean that reviews are all that matters for your practice's online reputation. Users check, on an average, 12 different sources including content from review sites, social media, on-site testimonials, blogs, etc., before finally picking a provider. – Google All this sum up into two things: first, many other factors (apart from reviews) are responsible for your online reputation. Second, reviews and testimonials form a major part of it. The process that takes care of all these is called online reputation management. Related Blog: Why Doctors Should Pay Heed to Their Patient Reviews Online


What Is Online Reputation Management?
“Online reputation management (ORM) is the practice of crafting strategies that shape or influence the public perception of an organization, individual or other entity on the Internet. It helps drive public opinion about a business and its products and services. – Techopedia The definition encompasses almost every online marketing activity that directly or indirectly adds to the reputation of your practice and you. So, in those terms... ORM may involve utilizing your medical expertise to engage with your online patient community on Facebook to answer medical questions and concerns. Or, using the same expertise to provide relevant answers to your patients' health-related inquiries via content marketing, to establish yourself as an authority in the eyes of your audience and Google (by improving your search rankings). However, as the term 'reputation' exhibits more about your patients' beliefs or opinions, it's arguable that in its core, ORM strategy deals more with taking control of the online conversation. That way, ORM may involve using Twitter or Yelp to jump in on conversations and tackle negative or defamatory comments about your practice. Or, it could involve soliciting positive reviews from happy patients to improve the search engine rankings and the public-facing online reputation of your practice. With online reputation management, you can ensure your healthcare brand is decently positioned (and represented) not only on review sites, but on other important places like search results and social media timeline/feeds. If you are interested to see how these are done, we will explain later in the article. Before that, you should introspect whether your practice really needs reputation management or not. For that, you'll need to self-assess your current online reputation. How?


How to Assess Your Current Online Reputation
Have you ever Googled your practice or your provider's name to see how they appear in the search result? If you haven’t, do it now! A stellar online reputation starts with a robust internet presence. After all, if you are not properly visible, how can anyone say anything about your reputation? While you Google your practice, look for these in the search results: [Note: Try 'incognito' browser setting. It will ensure that the search results aren't influenced by the previous search activities on your desktop.] Your website: Ideally, your website should appear as the first result for a direct search (someone directly entering your brand name) on Google. If your site is well-optimized (with proper keywords), is well-indexed, isn't serving any penalty from Google, then it'll rightfully appear in the first result. Of all other content links in the search results, at least some should be the predominantly “owned” ones (i.e., those where you control the content). For example, your blog page where your brand owns the content. Appearing with more predominantly “owned” links means a high reputation in the eyes of Google. Review snippets: Google can fetch results from review sites too. Remember the review snippet in the search result.

 

If the review snippet appears, check for these:

 

  • Aggregate review scores are appearing from how many review platforms?
  • Is it only from Yelp, or from other review platforms such as HealthGrades and Facebook?
  • Are the aggregate review scores positive or poor?
  • Is there parity in the aggregate review scores of different review platforms?

 

To appear with review snippets from different platforms, your review profiles will need to be well-optimized for local online presence. For a high reputation, they'll also need to be mostly positive. Google Knowledge Graph: Appearing in the Google Knowledge Graph means you have a high online presence and reputation. The Knowledge Graph sums up the most useful information about your practice such as your picture, the map, the business address, telephone number, patient reviews, etc., all in one place.

 

healthcare client as it appears in Google's search result. We have blurred the photo, phone number, website and address because of privacy reasons)[/caption] However, appearing in the Knowledge Graph requires a well-optimized site and proper online listings of your practice on different third-party online directories, including Google My Business. [Read: Everything about online business listing and its relation with patient experience] Note: Google Knowledge Graph is the box that appears to the right of the search results and that contains information such as a map, the business address, telephone number, and also Google reviews. Tip: Search differently as patients will do. It means replacing related words around the keyword. For example, substituting “Dr. ABC Neurologist” or “Dr. ABC McArthur Boulevard” for “Dr. ABC, MD” will expand the search results. Search results for all these terms will slightly differ, and ideally for all these terms, you should appear decently parallel to make sure that your reputation is on terms with related keywords. While search engine reputation matters the most, social media reputation is no less important. That's why you'll need to assess your social media reputation as well. One of the best ways to assess your reputation on social media is by manually checking your social media profile pages and comparing them with your competitors. If you have been visiting your social media pages daily, you should already be aware of the situation. However, if your profiles are being handled by a social media marketing person or your practice manager,


Why You Should Focus on Facebook
Facebook is the most important platform as it's a highly sociable place where you get to learn from your patients' perspectives. For learning about your reputation with other stakeholders, such as referring physicians, pharma people, and medical industry influencers, Twitter and LinkedIn are the best. For now, stick with Facebook, as that's the place where you directly get to interact with your patients online. Also, in terms of monthly user traffic, Facebook is already the highest review generating site with 47% of its surveyed users having written a review in the last year. How do you assess your reputation on Facebook? Look for these: Review frequency: It's important that your profile page should be receiving reviews on a regular basis. An outdated database of reviews doesn't help patients in their decision making. Also, regular reviews help in increasing engagement and keeping up with the algorithmic actions on your profile.

 

also get a closer look at the content of the reviews, especially the negative ones with less star ratings. That will help you understand the factors that are causing a bad reputation among your patients. Review responses: Also, check how your reviews are being handled from your practice's end. If you find that reviews, especially the negative ones, aren't being handled carefully and tactfully, it means you need a reputation management team dedicated for the job. Engagement & interaction: Check for how the posts on your Facebook profile page are performing. Are they getting a sufficient number of responses in terms of likes, comments, and shares? You should check the quality of those comments too. That's because these metrics can indirectly affect the frequency and quality of your reviews. With these informative steps, you should be able to get an idea of where your current online reputation stands. If it needs improvement, don’t hesitate to make the changes necessary to optimize your practice’s reputation.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

Controlling The Message for Better Outcomes and Medical Practice Reputation

Controlling The Message for Better Outcomes and Medical Practice Reputation | Online Reputation Management for Doctors | Scoop.it

We have yet to find an online physician and medical practice rating system that is “perfect.” Are you aware of how you rate on HealthGrades.com, or ratemds.com, or Vitals.com, or any of the dozens of other physician rating websites that populate the Internet?

 

If someone has taken the time to post a comment, does it represent your practice fairly or is it a one-time unflattering rant? And if the overall impression is “positive,” a practitioner may embrace the results. But “negatives” that don’t reflect well on the physician’s marketing, branding or reputation are frustrating if not infuriating.

 

If, for example, a patient feels that they’ve been rushed through an appointment or believes their concerns are being ignored, they may express their own frustrations and disappointments online. And once the unflattering comments are posted on the Internet, they are difficult to challenge or change, even when they are false or unjustified. (Contrary to what some paid services would like you to think, there’s not much that can be done to remove or erase such comments.)

 

Proactive control begins with the patient experience.
The most practical approach to positive patient comments is by being proactive. While you can’t control reactions to patient care, you can implement a deliberate program of communications and engagement that gives every patient the means to feel heard before turning to online social media.

 

The foundation, of course, is in consistently delivering an overwhelmingly positive patient experience. And when patients feel that you’re listening to their concerns and addressing them, they are more likely to become ambassadors, and make referrals to friends and family.

 

Communications strategies to enhance patient experience and physician marketing


The most effective communications programs include a variety of media and methods. Here are several strategies for showing your patients you are listening.

 

Learn how your patients prefer to communicate: While you may or may not like the idea of using email, text messaging or online scheduling, your patients might prefer to engage electronically. While it can be hard to monetize the time spent communicating outside the examining room, consider this an aspect of your marketing program. (And, yes…this all can be done within HIPAA guidelines.)


Collect email addresses and mobile phone numbers: Request this information on patient information forms and ask for written consent to contact them by email or text messaging when appropriate.


Use scripts for welcome, interaction and parting: Don’t leave your verbal communications to chance. Implement and train everyone in communications skills for positive interaction. Scripts are powerful tools to inspire patient feedback, clarify questions or concerns, and assess patient understanding of medical instructions, etc.


Text messages: Consider how to integrate a standardized follow-up text message to remind patients how to contact the office with any questions about their visit, diagnosis, medication or treatment.

 

Follow-up contacts: Utilize letters or survey questions following a visit to help assess the patient’s level of satisfaction. Even if they don’t reply, you’ll let them know you care enough to contact them, and to connect with new patients after their first visit.

 

Follow-up calls: A follow-up call a day or two after a patient’s first visit (or treatment or surgery) provides a clear and direct channel for questions and encourages treatment or medication compliance.


Post an FAQ page on your website: Provide answers to Frequently Asked Questions to further understanding and patient education. Remind patients during their office visit that the website is an information resource for their use.


E-newsletter: Regular communication by email/newsletter promotes your accessibility as well as your ideas.

 

Relevant educational materials: Empower your patients with relevant and research-based articles about health conditions. A reliable and authoritative source of your own is superior to potentially erroneous information online.

 

A consistent communications program has the potential to create the kind of advocates who are encouraged to go online and post glowing reviews of your services, as well as refute negative ones you can’t address yourself.

 

The good news is that some surveys say that most online comments are positive. More importantly, well-informed and engaged patients are more likely to experience better health and outcomes.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

Reputation Equals Revenue So What’s Your Review Site Strategy? 

Reputation Equals Revenue So What’s Your Review Site Strategy?  | Online Reputation Management for Doctors | Scoop.it

The painful thing about lost business opportunity is that you often don’t know that it’s lost. It’s revenue that never happened. Here’s a sorry-scenario that we discover all too frequently:

 

  • A word-of-mouth (WoM) referral passes from a patient to a prospective patient
  • The prospective patient looks for your practice online only to find “unhappy” reviews
  • The WoM endorsement is offset by one or more “bad review” site ratings
  • Your competition’s phone rings…
  • The empowered consumer has taken their business elsewhere

 

Your name, practice, hospital and/or professional affiliations have more online listings and ratings than you realize. Sites such as Vitals, Yelp, RateMDs, Healthgrades, ConsumerReports and many others are well established. (The following graphic from PwC Health Research Institute slices the field into six primary categories. Although they provide 18 example sites, they quickly note that the “figure does not include all sources of healthcare ratings and reviews.”

 

Source: PwC Health Research Institute analysis

Despite the overabundance of healthcare review and rating sites, it’s a vital marketing concern to see what each has to say and to use the various sites to protect and extend the professional reputation that visitors find online. A recent study by PwC reports:

 

“While nearly half (48 percent) of consumers said they have read health-related reviews, only one-third has used reviews to make decisions on where to get care. (The single largest source for information was Consumer Reports, identified by 43 percent of respondents who have read reviews.)


Quick note: Patients and prospective patients are “empowered” about making personal healthcare decisions, and health-related reviews are being considered with increased frequency. Although only one-third used reviews to make a final decision, in our experience, such sites are frequently a starting point, negative or unflattering reviews influence individuals to search further, and reviews do carry influence.

 

In fact, among those who have read healthcare reviews, 68 percent said they have used the information to select a doctor, hospital and to a lesser extent, a health plan, pharmacy and drug or medical device.

 

“No single trusted source has emerged in the health industry, creating an enormous market opportunity. Organizations such as the California Health Care Foundation and the Leapfrog Group are attempting to close the gap with more user-friendly data sites. Big-box retailers are beginning to apply their consumer expertise to better market health-related products and services.


“Through internal surveys and observations, healthcare companies found that consumers care the most about topics such as the physician-patient relationship, understanding what to do after a clinic or hospital visit, and how to obtain more helpful service from their health plan.”


Healthcare organizations are, PwC concludes, “increasingly operating in a world in which the voice of the consumer impacts the bottom line, and where customer experience is now a matter of dollars and cents. Customer feedback has become a determining factor…[and] ratings connect consumers’ experience to quality, and quality connects to financial performance, market share and reputation.”

 

The PwC report, Scoring Healthcare, is available here. And you’ll find related information in our previous posts, Physician Ratings & Reviews: Doctors Distrust Them and Fight, Flight or Listen: 3 Ways to Deal with Physician Reviews & Negative Patient Comments.

 

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
Scoop.it!

10 Commandments of Online Reputation Management for Physicians

10 Commandments of Online Reputation Management for Physicians | Online Reputation Management for Doctors | Scoop.it

Across the board, reputation is an ever-present ingredient in health care marketing.

 

Informed and empowered consumer/patients do their homework, researching symptoms, medical conditions and hospitals. From branding to public relations (and everything in between), a physician’s reputation is a key component and influence factor.

 

And as many as 8 out of ten people will look online for information about individual doctors. And all of that happens long before they make an appointment…and what they find—positive, negative, neutral or nothing at all—influences their decision to call or not to call.

 

Perception is the reality: Who you are online is who you are to most people.

 

Many doctors fail to appreciate that their reputations extend far beyond their immediate circle of professional colleagues and current patients. In fact, far more people—the consumer public, prospective patients and many other physicians—know you first (and sometimes exclusively) by your online reputation.

 

It is the “management” side of Reputation Management that is most often neglected.

 

A physician carefully stacks the familiar building blocks, carefully aligning data points that include education, training, experience, academic papers, presentations, recognitions, etc.—all the stuff that fills a multi-page Curriculum Vitae (CV). And for the sake of conversation, let’s assume the CV is “sterling,” and the provider is a skilled communicator, has a caring “bedside manner,” and is trusted, well-know and well-liked by close colleagues, staff and patients. All good stuff.

 

The First 10 Rules. (What would you add to this list?)

 

Although there’s very little cost involved, the Internet has many facets and reputation management requires a systematic commitment of time and effort. (You may want some professional help, particularly to get things going at the outset.) Here are some of the essential concepts for effectively managing your online status:

 

Your reputation lives in two places: online and in-person. Pay attention to both daily. Few things have a higher priority for doctors…concern for their professional reputation is hard earned and constantly protected in their daily work. Physicians need no reminder of the “in-person” part. But the “online” part—which is often out-of-sight-out-of-mind—deserves equal concern and attention.


What’s online can hurt you and it can help you. The Internet is the home of “digital word-of-mouth.” Comments—either good or bad—tend to be seen as a form of endorsement, crowd sourcing, or social proof. Patient recommendations and testimonials can, and often do, significantly influence the decision process and provider selection of other patients.


The Internet never forgets. Never. It’s frustrating to think that user-generated comments often remain online (and available) even when they are incorrect, inaccurate, and often undated. Because things are “continuously available” online is further reason to keep your figurative stethoscope on this vital sign.


Proactively work your online presence at least once per week. It’s just good business sense to see yourself as other see you. Carefully examine these primary (and slightly overlapping) information arenas…


Search Engine Results – use a variety of keywords and search with Google, Bing, Yahoo! Search, Ask, Aol Search and others. Pay particular attention to listings or results that have a community connection.

 

Local Directory Listings – regularly check “find a doctor” sources with online Yellow Pages/SuperPages, business listings, insurance-provider lists, hospital databases, Google Plus pages, community, “area connect” or “city search” directories, medical society listings and the like.

 

Social Media – Primarily your own faces such as Facebook, LinkedIn, Twitter, YouTube, and blogs. Keep your own material fresh and engaging, and don’t overlook mentions that might appear in the social media platforms of others (such as discussion groups, events, blogs, etc.)

 

Physician Rating and Review Sites – Compile a list (and check each listing regularly) of online listings. A 2011 study of 4,999 online physician rating sites identified these 10 as the most commonly visited sites with user-generated content: HealthGrades.com, Vitals.com, Yelp.com, YP.com, RevolutionHealth.com, RateMD.com, Angieslist.com, Checkbook.org, Kudzu.com, and ZocDoc.com. (That leaves only 4,989 others.)

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

Hospitals Suddenly Discover Reputation Management

Hospitals Suddenly Discover Reputation Management | Online Reputation Management for Doctors | Scoop.it

Within the healthcare industry, reputation management is not new. But when the venerable Washington Post has something to say about hospitals and health systems, people in American’s capital and throughout the nation tend to take notice.

 

An insightful Post Health & Science section article reports on “a new and urgent effort by hospitals and health systems to track and control their online reputations.” We suspect that management and marketing folks in hospitals would not describe reputation management in those terms, but it is probably newsworthy to the publication’s general-circulation readership.

 

A wide public awareness ultimately benefits the healthcare delivery system, “as out-of-pocket costs for health care have risen, people are increasingly shopping for their medical care and comparing reviews. And younger consumers who have grown up on Yelp and Rate My Professors expect the same seamless, digital experience with health care that they have used in other aspects of their lives.”

 

Healthcare in general, the Post observes, “has long ignored the patient experience.” To whatever degree that may have been true in the past, there’s an increasing priority for health systems and hospitals to track and, whenever possible, boost their ratings on rating sites like Yelp, HealthGrades, ZocDoc and Vitals.

 

Reputation management isn’t what’s new…

 

Doctors have long guarded their personal and professional reputation. And hospitals have long been concerned about their reputation, especially with their doctor constituents. Significant factors in the constantly changing healthcare landscape—among a hundred influences—include:

 

  • patient/consumers are increasingly using social platforms to communicate
  • the number of “rating sites,” in various formats, is increasing
  • online consumer reporting is quick, easy and nearly real time

 

From a reputation management perspective, it’s increasingly tough to monitor comments, and when appropriate, to respond. Near the top of the heap in social media are Facebook, Twitter and others. But in healthcare, among the top sites—popular with smartphone-enabled constituents—for administrators and marketing executives to monitor are:

 

Yelp: A crowd-source platform, originally keyed to restaurants, rapidly expanding among healthcare providers and facilities.

 

HealthGrades: Founded in 1998, HealthGrades is one of the oldest and largest source of information about physicians and hospitals.

 

ZocDoc: Integrates online scheduling with information about medical practices and facilities.

 

Vitals: Links consumers with information about cost, quality and access about health plans and providers.

 

There are dozens of other rating and reporting sites. But the newly empowered patient/consumer is increasingly influenced by online ratings and reporting in their selection of providers and facility. Reputation management matters.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

The Beginner’s Guide to Online Review Management

The Beginner’s Guide to Online Review Management | Online Reputation Management for Doctors | Scoop.it

The Beginner’s Guide to Online Review Management

Make a List

Before you can begin your online review management and improvement, you have to know what you’re up against. Block out some time to do some research and audit your online business reputation. To start, search for your business as a customer might. What comes up first? Your website? Your Facebook Page? Your Google Business listing? A third-party site? Are these reviews reliable and made by real customers?

 

You’ll probably come across some negative reviews, but don’t worry about addressing them yet. At this stage, simply try to gather as much information as you can. In your list, record the following information about each result you find:

  • URL
  • Search engine results page (SERP) position
  • Number of reviews listed
  • Overall star-rating and/or overall sentiment (positive, negative, neutral)
  • Reviews appear to be made by real customers (or not)
  • Information within the reviews is accurate (or not)
  • Complaints in the reviews have been addressed (or not)

 

After the first page of results, do a quick scan to see if there are any particularly problematic results, like a blog post or local news story defaming your business. If you find these, add them to your list. If not, stick to the first page of results. Since most customers don’t scroll past the first page of results, it’s probably not worth your time to go past the first page either.

Prioritize Online Review Sources

At this point, you probably have 8 to 10 items on your online review management list. Most likely, you don’t have the time to manage all of these. Choose the sources that are most impactful, and prioritize managing those first.

Look at your research from the previous step and find which sites showed up first, which scores were bad, or any reviews that were obviously false. If any of the sites that showed up had ten or more positive reviews, you might skip these and move on to more urgent items. Remember your own website is important here too, especially if it shows up high on the SERP.

Established Businesses

If you’re a well-established business, you may find that you already have a number of positive reviews across a variety of sites. After all, you’ve been around this long because you do a good job and customers like you! In this case, you may want to take a closer look at the ROI of online reputation management. Your strategy can always be stronger, and you can reach more customers with well-placed reviews. To start, look for holes in your online reviews; are there any places customers are looking for you, but not finding you? If you don’t have a Facebook page, website, or other top online listings, these should be your priority.

New Businesses

New businesses may find a few relevant results to start. That’s okay. A clean slate is good; you have the opportunity to control the conversation around your business. You’ll want to prioritize the top spots on the SERP. Ideally, these will be your Google Business listing, website, and Facebook page. You can control some parts of what appears on your Google Business listing and Facebook page, and every aspect of your website, so make sure this information is accurate, and your SEO is good. If you don’t have any reviews in these places yet, this is a good place to start.    

Gather more reviews

Now that you have the information you need, you’ll need to bolster the reviews on your top-priority sites. Make a plan to gather more testimonials and direct customers to the site to post their reviews. There are several ways to do this, and which you choose will depend on where you want to gather more reviews and how you best interact with your customers. Here are a few ways you can ask for reviews;

  • Automated email campaign
  • In-store tablet or kiosk
  • Facebook campaign
  • Customer appreciation event
  • Contest or giveaway
  • Other unconventional ways

With the right plan, you can automate your testimonial gathering process in under one hour. Check out the Step-by-Step Guide to Automating Testimonial Collection.

Manage Your Online Reviews

If you have some reviews coming in through emails, some on YouTube, some on Facebook, and a number of other places, it’s going to get difficult to manage. Focus your reviews into one easy-to-use platform, and make sure customers know where to go to submit them. If you use Boast, you can request, gather, approve, and display text and video testimonials all in one place. You’ll also want to use a platform that integrates with your WordPress website, Facebook page, MailChimp account, and other services so you can use the reviews that you gather in more places. With these integrations, you can continue to manage your online reviews from one place, but use them in many different ways.

Monitor Your Online Reviews

Nothing online remains unchanged for very long, and your online reputation is no different. After you boost your reputation on your top-priority sites, including your own website, you’ll want to monitor these sites. You can set up Google Alerts with your company name as a keyword to see when new mentions go up anywhere online. It’s also a good idea to check back on your review sites periodically and thank customers who post reviews, and respond (where appropriate) to negative reviews or issues. Finally, keep gathering, posting and using testimonials in new ways. Some of the top brands in the world use testimonials to maintain their industry authority, engage customers, build community, and build trust.

 

Once you have a plan to manage online reviews, the process won’t seem so chaotic. Remember that building (or repairing) your reputation takes time, consistent effort, and exemplary service. If you continue to impress your customers and make it easy for them to show their approval, you’ll start to see more reviews rolling in.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

How to Collect, Use & Calculate Your Net Promoter Score

How to Collect, Use & Calculate Your Net Promoter Score | Online Reputation Management for Doctors | Scoop.it

By Sam Stemler on January 22, 2019

 

Since it was first introduced in 2003 in the Harvard Business Review, the Net Promoter Score (or NPS) has quickly become one of the most powerful metrics in measuring customer satisfaction. Not only does your Net Promoter Score tell you how your customers feel, but it also correlates with customer spending, income growth, customer retention, and other important metrics. However, as with all data, the Net Promoter Score must be collected, calculated and used properly to be effective.

Collect, Use and Calculate Your Net Promoter Score

What is the Net Promoter Score?

The Net Promoter Score was first developed by Fred Reichheld, Bain & Company, Inc., and Satmetrix Systems, Inc. as a meaningful measurement of customer loyalty. It’s now a registered trademark of the three, and it is used by more than two-thirds of Fortune 1000 companies.

The Net Promoter Score is relatively easy to gather since it is based on a straightforward question and uses a simple formula. It also shows the strongest correlations with other important metrics, like sales and growth. These are a few of the reasons that NPS has become such a popular metric.

How to Calculate Your Net Promoter Score

Your Net Promoter Score is calculated based on customer responses to a simple question: “How likely is it that you would recommend our company (or product or service) to a friend or colleague?”

 

Customers respond to this question from a 0 (not likely at all) to 10 response (Very Likely). Those who respond with 9 or 10 are considered “promoters.” These folks are loyal to your business and will likely, as their survey response suggests, be good ambassadors for your brand. Customers who respond with a 6 or lower are considered “detractors.” Though they might continue to use your services despite being unhappy, but won’t be making good recommendations, and will probably recommend that family and friends steer clear. Finally, customers who respond with a 7 or 8 are considered “neutral;” unless something happens to sway them, they probably won’t say much of anything about their experience.

Once you’ve collected responses, you can then use the following formula to calculate your Net Promoter Score.

Net Promoter Score = % of Promoters – % of Detractors

% of Promoters = # of Promoters / Total Respondents

% of Detractors = # of Detractors / Total Respondents

Net Promoter Score Example

Here’s an example of the Net Promoter Score formula at work. Let’s say you surveyed 220 customers. You determined that 90 customers were “promoters,” giving you scores of 9 or 10. 50 customers were “detractors,” giving you scores of 6 or less, and 80 customers were “neutral,” with scores of 7 or 8.

% of Promoters = 90 / 220 = 40.9%

% of Detractors = 50 / 220 = 22.7%

Net Promoter Score = 41 – 23 = 18

This number may be anywhere between -100 and 100. In this case, your net promoter score is about 18. Any positive number is generally considered to be a good Net Promoter Score, but this will depend more on your competitors and your industry. If, for example, all your competitors have scores of 20 or higher, this might not be as good as you thought. In this example, there were almost as many neutrals as promoters, which may indicate that your customer experience, though not overtly bad, is a bit lackluster.

Before you can calculate your net promoter score though, you need to collect responses from customers or clients. How you go about this can make an impact on your score, and whether or not you can use your Net Promoter Score to give you actionable insights.

How to Collect Your Net Promoter Score

Though NPS is based on a simple question, collecting responses to calculate your net promoter score can be more complex. How you collect your responses will depend on two things; what actionable insights you are looking for and how you best interact with your customers. Let’s break each of these down.

How Do You Interact with Your Customers?

There are two different variants of the Net Promoter Score and though they measure the same thing—customer satisfaction—they do it in different ways. The Transactional Net Promoter Score, as the name implies, measures customer satisfaction when a transaction takes place. The Relationship Net Promoter Score, on the other hand, measures the overall loyalty and satisfaction of the customer. Many B2C companies who depend on a large customer base and a large number of transactions use the Transactional Net Promoter Score. Many B2B companies who depend on ongoing relationships use the Relationship Net Promoter Score. Some companies may use both at different times.

 

If the Relationship Net Promoter Score is best for you, you’ll want to take a more personal approach. This means calling your clients directly or speaking with them at a meeting. This also means asking more in-depth follow-up questions, which we’ll get to later.

 

If the Transactional Net Promoter Score is ideal, you’ll want to gather a lot of responses and automate your collection process. You’ll probably send a survey after a purchase using an automated email and use fewer, shorter follow-up questions.

What Insights Are You Looking For?

The Net Promoter Score is only an indicator of your customer experience. Alone, the NPS can’t tell you what you’re doing well or how you can improve. For this, you’ll need some carefully considered follow-up questions.

 

If you’re gathering a lot of responses after purchase or another transaction, keep your follow-up questions brief and to the point. Many companies take a simple, two-question approach, asking the 0 through 10 questions about the likelihood of a recommendation, and then an open-ended question about why the customer gave that score. These responses will give you specific things you can improve, or show you what your customers value most about your business. If the same things keep coming up, you’ll have actionable insights to work with.

 

Here are some follow-up Net Promoter Score survey question examples you might ask for the transactional approach:

  • Why did you give that score? This will help us improve.
  • Tell us what you liked or didn’t like about your experience.
  • How could we make your experience better?
  • What would you like to see in the future?

If you’re taking the Relationship Net Promoter Score approach, you’ll have fewer responses, so you’ll want to make them more in-depth. You might ask your client about each part of the ordering and delivery process, about specific people they work with, or specific features they use or would like. If a few customers provide similar responses, you’ll know where you can improve.

Here are some follow-up Net Promoter Score survey question examples you might ask for the relationship approach:

  • Does our product have the features you need? What would you like to see in the future?
  • What did you like or dislike about our customer service?
  • How has your experience been working with our staff/specific person?
  • Are you able to find the products that you need? What would you add?

How to Use Your Net Promoter Score

By itself, your Net Promoter Score is just a number. With the right follow-up questions, you can see where this number comes from and what you can do to improve it. In order to act on these insights and make real changes, you’ll need participation and leadership from multiple levels of the company. Before you collect and calculate your Net Promoter Score, make a plan to organize and enact changes, otherwise, the time and energy you spent gathering your NPS will go to waste. Consider the following as you make your plan:

  • Interdepartmental Leadership: Make sure each department is aware of NPS tracking and scoring, and be sure they understand the importance behind it.
  • Communicate Your Plan: Remember that NPS is designed to improve your organization, not punish people within it. Emphasize to your team that you’re focused on making improvements, not penalizing employees.
  • Score Results: Before you send your NPS surveys, have a plan in place for scoring and measuring the results. You might automate this with a survey tool, or assign this task accordingly.
  • Capitalize on Strengths: Remember that NPS isn’t just about finding weaknesses. Use the tool to uncover and capitalize on strengths as well.
  • Prioritize Improvements: Most likely, the NPS survey will reveal multiple areas of improvement. Decide how you address these, including which areas to address first and a timeline in which to do it.
  • Incentivize Participation: Employees that work with customers every day often have the biggest impact on the customer experience and on improving your NPS, however, they seldom have the power, recourse or incentive to do so. Bring customer-facing employees to the table and make them a part of the process to enact real change.

Remember that even a good NPS score can still reveal important problems. Also, keep in mind that it’s only useful to compare NPS scores to other competitors in your industry; your score may be above average in general, but still low for your industry. Finally, remember that your NPS is only useful as long as you derive useful insights and act on them. With all of these things in place, you will have a system for measuring customer satisfaction and generating growth-driven improvements from them.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

How To Get More Reviews on Google Business, Facebook and Yelp in 3 Easy Steps

How To Get More Reviews on Google Business, Facebook and Yelp in 3 Easy Steps | Online Reputation Management for Doctors | Scoop.it

If you receive a negative review on Google Business or another site, it can be damaging to your business. However, 68% of customers read less than 6 reviews. 90% read less than 10. This means, though you can’t remove the bad review, you can essentially push it out of sight by getting more positive reviews. With the following strategy, you can get more reviews on Google Business, Facebook, Yelp and other sites in three easy steps.

Get More Reviews on Google Business, Facebook and Yelp in 3 Easy Steps

Step 1: Make a Plan

A plan of attack will help you stay on track and keep your campaign streamlined and cost-effective.

First, prioritize where you want to get more reviews. You might start with the platform showing bad reviews, so you can get them out of the way. Or you might start with the most common. The majority of customers look at Google Business reviews first, though Facebook and Yelp also play an important role. Other sites may be more relevant for you, like TripAdvisor for hospitality businesses, or Angie’s List for contractors. Many niche and industry-specific review sites exist, so make sure you consider all your options carefully. To see if a site is worth your time, see if your immediate competitors are using it. Also, try searching as your customers would, and see which sites come up most often.

Next, organize your resources and decide what you will need in order to reach out to customers and gather more reviews.

Here’s what you’ll need:

  • A platform that can quickly and easily gather reviews in one place, like Boast. With the ability to integrate with social media, email automation software, and your website, Boast will save you a lot of time at the next steps.
  • An easy-to-use email automation platform, like Constant Contact or Mailchimp. You don’t want to be writing and sending individual emails to each customer.
  • A list of customers to contact. If you don’t have their emails yet, you might start gathering testimonials in your store and gather emails so you can follow up. You can also try other ways to promote your testimonial campaign.

Step 2: Set up

Now that you have all the ingredients to get more reviews on Google, Facebook, Yelp or another site, it’s time to start the recipe. With a little prep work up front, you can automate a good deal of this process and save hours of time in the long run.

One of the challenges in gathering reviews for third-party sites is it’s difficult to tell when or if customers respond. You also can’t know if these reviews will be good or bad. Gathering reviews on a platform you control allows you to better monitor your campaign. Once you have a reliable way to gather and organize your testimonials, you can start expanding to other sites and get more reviews on Google, Facebook, or Yelp.

Here’s what you’ll need:

  • Testimonial gathering landing page. Boast makes it easy to set up a landing page where customers can submit video testimonials. This way, you can gather the reviews all in one place, see exactly who responded, and approve only the reviews you’re looking for.
  • Automated email campaign. Once you have your landing page set up, you’ll need to ask customers to participate. With automated emails, you can send requests, reminders, thank yous, and more without spending hours on individual emails. Try these email templates to get started. This will also help you expand your reviews in the next step.
  • Test. Before you send your emails, make sure your landing page and your emails work like they’re supposed to. Be sure to check on your laptop as well as your smartphone.
  • Send!

Step 3: Expand

Now that you have a collection of good reviews from satisfied customers, you have a few options to get more reviews on Google, Facebook, Yelp or other sites. Keep in mind that you can place testimonials strategically around your website as well. When you gather testimonials with Boast, you can also download them to use in any other promotional materials (with your customer’s permission).

Try the following options to expand your testimonials to other platforms. Consider your customers’ responses, and the platform you’re working with to choose the strategies that are best for you. You might send these requests in automated follow-up emails, using custom fields to personalize the email.

  • Download the testimonial, send it to the customer, and ask if they would submit it to another platform. Google, Amazon and some niche review sites allow customers to upload videos.
  • Submit the video review yourself to your Google Business profile, Facebook page or Yelp profile. This will be one of the first things that customers see when they search your business. Use some short text on the thumbnail image, like “Why Customers Love Our Business,” to make it clear the video is a review, and to encourage others customers to click.
  • Pull text snippets from the testimonial, and ask customers to submit these text reviews to Yelp, Google, Facebook, or another site. This allows customers to submit a review with a simple copy/paste command and a few clicks.
  • Use Boast’s integrations with Facebook to add the video testimonial to your page with just a few clicks. Use the integration with YouTube and add key SEO elements to make the video appear at the top of customers’ searches. Remember that Google owns YouTube, and often puts video results higher on search results pages.

No matter which strategy you choose, be sure to: get your customer’s permission to use the video, thank them, provide them with incentive or rewards where possible, and show your appreciation for their participation. Remember that your customers have many demands on their time, so they may need multiple reminders as well as incentives to participate.

Remember to check back in with your customers regularly to keep your testimonials and reviews current. Also, remove the customers that have already submitted testimonials from automated email lists. You may have to execute this strategy more than once to get more reviews on Google, Facebook, Yelp and other sites. However, once you have all the pieces in place, it will be easy to repeat the process. Using this process, you’ll also have an archive of video testimonials that you can use anytime, instead of surrendering these reviews solely to third-party sites.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

5 Trends in Online Reputation Management in 2019

5 Trends in Online Reputation Management in 2019 | Online Reputation Management for Doctors | Scoop.it

Now more than ever, customers look online to find where to eat, what to buy, even what doctor to go to or what car to buy. Good reputation management has become even more important in recent years, and 2019 is no exception. Whether you’re just starting to take charge of your online reputation, you want to stay ahead of the pack, or you’re a marketing agency offering valuable reputation management to clients, take a look at these trends in online reputation management in 2019.

5 Online Reputation Management Trends in 2019

1. Good Mobile Search is a Must-Have

You’ve probably already searched for yourself on your laptop, but have you done a search on your mobile device? Mobile searches first eclipsed desktop searches in 2015, and the number of mobile searches has risen sharply since then. This is an important trend in online reputation management in 2019, especially for restaurants, coffee shops, retail stores, and similar consumer-facing businesses.

Remember that mobile searches are competitive, and getting to the top of a search like “restaurants near me” will be tough. However, you want to be sure that customers who are looking for your business can find it, and find all the information they need. When you search for your business, make sure the following are accurate and easy to find, no matter what type of business you operate. If this information doesn’t come up, it doesn’t necessarily reflect poorly on your online reputation, but it can give customers the wrong impression about your attention to detail or your availability.

  • Store or office hours
  • Location
  • Website
  • Phone number
  • Email
  • Facebook page
  • Attractive images of your business, products, or your work

If you do a mobile search and any of this information is incorrect, or if negative reviews or unattractive pictures show up, it’s time for a mobile search results overhaul. Businesses that may not have the time, staff, or aren’t sure of the skills needed to tackle this issue often work with a marketing agency. To diversify marketing services and revenue, many marketing agencies provide reputation management services separate or in addition to marketing campaigns. Agencies may help businesses claim and manage Google business listings, post positive photos and videos, and encourage customer reviews. Agencies that understand what customers are looking for and what inspires them to share provide valuable services to businesses seeking to revamp their mobile search results and reclaim a good reputation.

Add testimonial collection to your marketing agency’s services
Get started with Agency Pricing >

2. Reputation Management Needs Tools

Searching for your business name and combing through social media mentions isn’t an efficient way to conduct reputation management in 2019. There’s a wide range of tools that can help you automate this process in a variety of ways. To manage your reputation effectively, you’ll need to invest some time at the start, then you can let these processes mostly run themselves.

There are dozens of free and subscription-based tools available to help fulfill any of these tasks. The following are just a few examples. You might find other tools that work better for you.

  • Social media monitoring: Hootsuite, Zoho Social, and Sprout Social are just a few examples of social media monitoring tools that will comb through keywords, mentions, and more across a variety of platforms.
  • Email automation: when requesting reviews, thanking customers, or following up, you don’t need to write the same emails a thousand times. Use email automation software like Mailchimp or Constant Contact.
  • Monitor the web: Google Alerts is one of the best tools for monitoring your name, brand, or other keywords across the world wide web. Choose keywords or phrases, set an alert (for free!), and you can get individual or digest emails whenever the words come up.
  • Testimonial gathering: Organize text, picture or video testimonials all in one place with Boast and display them on YouTube, Facebook, on your website, or use them in your marketing materials. Boast integrates with the most popular social media platforms, mail automation programs, Google analytics and more, so it fits right into your existing tech stack.

Marketing agencies offering reputation management and repair in 2019 know the power of a quality tech stack. With the right set of tools, you can target sources of negative feedback, fix them, and replace them with quality, compelling reviews faster. By automating as much of this process as possible, you can give more personal attention to clients, and focus on growing your business.

3. Video on the Rise in 2019

Over 100 million hours of video content is consumed daily on Facebook alone. By some estimates, video content can help to increase conversions by as much as 80%. These and many other compelling statistics about video all indicate that video content is rising fast, getting more attention, more shares, and winning more customers. If you want to not only manage your reputation this year, but to put your good reputation to work for you, video content can help you do it.

You don’t need fancy cameras and a studio set up in your office to capitalize on the benefits of video content. Use a video testimonial gathering platform like Boast and you can start using video content just by asking your customers to submit their videos. You can post videos of your customers using your product, visiting your business, or showcase your company culture. Always get your customers’ (or employees’) permission before you use the video, and be sure to thank them or reward them for participating.

Businesses may choose to create or manage videos in-house, or work with an agency to save time. If you’re an agency using to video to boost your clients’ reputations in 2019, intuitive tools like Boast can help you gather customer stories and develop authentic, compelling videos faster.

4. Social Media is a New Business’s Best Friend

Many businesses monitor their online reviews and consider their reputation management done. While review sites are important, they aren’t the only place that customers are talking about you online. More and more customers are taking their outings, experiences and complaints to social media, which can mean winning over customers’ friends, or keeping them away.

Social media and online reviews work in different ways, but they are both important to online reputation management in 2019. Consider when and how customers interact with online reviews compared to social media. Online reviews are important when customers are actively looking for you and nearly ready to make a choice. By contrast, social media works passively, introducing your business to people who may never have heard of you, and may never have searched for you. This makes social media a powerful tool for businesses that are not yet well-known, as your first few followers and fans can quickly encourage organic growth.

A variety of tools (see point 2 above) can help you monitor the social conversation around your brand, even if you don’t have an account on these platforms. If you notice a lot of conversation buzzing on a particular platform, consider making an account and connecting with your customers.

5. Good Reviews Require Active Participation

It’s no longer enough to simply monitor your online reputation. If you want to improve or maintain a good reputation, you have to be an active participant.

Doing good work and giving customers a positive experience is a large part of the online reputation battle, but it doesn’t guarantee that customers will share their good experiences. To benefit from the work you put in every day, you have to close the loop and incentivize customers to share their experiences. There are a variety of ways to do this, and which you choose will depend on your industry, customers, and the time you can commit.

  • Add social sharing information to the bottom of receipts or coupons.
  • Offer exclusive discounts or coupons on social media for everyone who shares your post.
  • Offer rewards to customers who share their thoughts.
  • Run a contest or giveaway for customers who write reviews.
  • Request review through automated emails.
  • Meet with your clients directly and ask for a review.

If they are struggling with negative reviews or they’re having trouble getting reviews at all, many businesses work with marketing agencies to improve the situation. Reputation management is now, more than ever before, a multi-layered project that many businesses don’t have enough time or skills to completely manage. Marketing agencies may offer reputation management and improvement campaigns using the strategies above, as well as many others.

If you’re wondering how you can get the word out or improve your business reputation this year, test out these online reputation management trends in 2019. With a new approach for the new year, you may find yourself getting more notice and even beating out the old standbys in your industry.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

Five Online Reputation Management Strategies for Physicians

Five Online Reputation Management Strategies for Physicians | Online Reputation Management for Doctors | Scoop.it

Just how important is a physician's online reputation?

 

Many healthcare executives are opening their eyes to the new ways prospective patients are searching for physicians. Almost half of consumers surveyed in 2014 believe reputation is the leading factor when selecting a doctor or a dentist. It is likely those numbers will continue to rise.

 

As more and more information about physicians becomes available online and big digital health companies compete to list doctors, consumers will gravitate to the most information-rich channel. So how can a busy doctor navigate the waters of online reputation, while focusing on providing top quality care to patients?

 

Here are five online reputation management strategies that are yielding results for successful physicians.

 

Embrace online ratings and reviews

While many physicians aren't fans of online reviews, these websites are here to stay. That's because more and more consumers are heading to ratings sites to compare healthcare providers and post reviews about their experiences.

A 2014 survey published in the Journal of the American Medical Association revealed that of consumers who parsed through online reviews, 35 percent of respondents would select a physician based on positive reviews, while 37 percent avoided doctors with negative reviews.

 

Consumers use both healthcare-specific ratings sites — think Healthgrades and RateMD's —and general consumer sites like Yelp and CitySearch. The best way to catch a consumer’s eye online is to have a large volume of positive reviews across multiple ratings sites.

 

So how do you get more reviews?

Ask patients to rate you

Now that you've seen the power of ratings sites in affecting online reputation, how can you get more reviews? Just ask.

If you're not sure how to ask patients to rate you, here are a few suggestions:

 

• Hand a card to the patient with the urls listed for key consumer ratings sites and ask them to rate you

• Add a clickable link for key sites to your email signature and website.

 

• Send patients a snail mail letter with urls of popular ratings sites.

• Keep a tablet at the front desk and ask patients to post a review before leaving your office.

• Send an email request using your auto-responder.

• Create a short video with step-by-step instructions.

Try out multiple strategies to gauge those that work best for your practice, and then focus on the most important thing. Consistency. That means finding a way to ask every patient to rate you online.

You want to see new reviews every week if possible, building up your total volume, and diluting the strength of negative comments.

 

Take full advantage of online profiles

Another way to beef up your reputation is by completing online profiles on sites such as Healthgrades, Vitals, and RateMDs. As many patients search for physicians by name, you'll want a mix of different types of search results, including content you provide.

One site many physicians are using is called Doximity, sometimes billed as the LinkedIn for doctors. This is a physician to physician site that can be useful in building relationships with referring doctors.  Consumer sites, such as Vitals, allow you to claim your professional profile and add information about education, specialties, and expertise.

 

Don't ignore angry patients

The first rule is treat every patient well. However, sometimes service may not be up to the patient’s standard. Or a patient or family member is simply unhappy with some aspect of treatment. Like any business, you won't please everyone.

But consider how you'll respond when a patient posts a negative or angry review.

 

You don't want to discuss any aspect of a patient's case in online statements, leading to potential HIPAA violations. This means you can't answer someone posting anonymously, but depending on the severity of the negative comment, you may or may not want to respond directly.

 

Some online review sites — RateMD's is one — allow you to respond to a negative review. Crafting a response acknowledging a problem can show prospective patients that you are serious about providing a positive experience.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

7 Ways to Improve Your Brand Perception with Reputation Management

7 Ways to Improve Your Brand Perception with Reputation Management | Online Reputation Management for Doctors | Scoop.it

Reputation management is a lot like the airbag in your vehicle — you hope you’ll never need it, and if you do, you’ll be thankful you have it and pray that it works in time to minimize damage.

This is an often misunderstood facet of digital marketing because the fact that someone needs to change what shows up in the search results for either their personal or business brand doesn’t always mean that they are unethical, dishonest, or trying to hide something.

More often than not, it’s a single upset customer, or in some cases, even a shady competitor causing a problem. Unfortunately, either case can result in tremendous loss of revenue and opportunity.

In other words, it’s an essential part of modern digital marketing.

Act Before a Problem Arises

Because it relies on SEO, reputation management tends not to be a fast process. That’s why it’s critical to be proactive.

If you can take over the first page, or better yet, the first few pages of the search results ahead of time, you’ll be in a much stronger position if and when a crisis does strike.

The importance of controlling how you are perceived online is obvious. The only real question is whether you should handle it yourself or hire a firm.

DIY vs. Hiring a Reputation Management Firm

You can take a DIY approach, especially if you have a fair understanding of SEO and aren’t already in the middle of a crisis.

You’ll just need to be prepared to invest the appropriate amount of time, and in some cases, money, to get the results you’re looking for. Sometimes this can be significant.

On the other hand, if you don’t understand SEO and/or are already facing a crisis, then you may be better off hiring a reputation management firm.

Even if you do choose to hire a firm, it’s still important to have an understanding of the process so you can effectively evaluate potential vendors.

Hiring a firm, however, opens up a different set of challenges.

The industry has earned a bad reputation, both because of the type of clientele they frequently work with and because of how they sometimes behave.

I’ll give you a couple of examples:

  • Solvera Group was hired by Texas Realtor, Tom Grisak, to remove a negative review posted about him.
    • Solvera then paid someone to post a second negative comment on that post, and hired a Texas attorney to file a defamation lawsuit against the poster, whom they claimed they had identified — even though it was the wrong person.
    • The firm then presented the courts with a falsified settlement agreement, and the judge signed a final judgment based on this misinformation, which ordered Google to deindex the post from their search results.
    • Throughout the process, all of the lawyers, clients, and judges involved were misled. Eventually, Texas Attorney General Ken Paxton caught on and helped shut the operation down.
  • Managers of Status Labs, Darius Fisher and Jesse Boskoff, were sued for the equivalent of embezzlement of more than $1.5 million by one of their partners.
    • Rather than comply with the court order to stop stealing, Fisher and Boskoff instead set up a shell company, Blue Land Partners, moved the firm’s clients over and used their reputation management prowess to hide this fact from their new potential clients and their partner.
    • Fisher and Boskoff’s actions in plundering Status Labs were so egregious that the federal judge quoted John Wayne from the iconic movie, “The Sands of Iwo Jima”, saying: “Life is hard, but it’s even harder when you’re stupid.”
    • Fisher and Boskoff were later held in contempt for violating the judge’s order and were forced to return some of the stolen money to avoid jail time.

My point here is that if you do choose to hire a firm, you need to go into the relationship with your eyes wide open and do plenty of research to make sure you’re hiring a reputable firm.

Whether you’ve chosen the DIY approach or have decided to hire a firm, it’s important to understand exactly what goes into it.

This ensures that you have a solid action plan in the event that you’re doing the work yourself, or, if you’re hiring a firm, it helps you to better evaluate which ones are competent and trustworthy.

1. Optimize Your Own Website

Reputation managements starts with your own website because you have complete control over it.

Obviously, you’ll want to pay close attention to the technical SEO, especially semantic markup and internal links, but don’t stop there.

It’s equally important to publish content and earn links that will make Google view your website as an authoritative result for your name.

The most logical way to do this is to publish articles on your website. Lots of articles.

But it’s important not to put quantity over quality. As you build a library of useful content, your author pages on your website will become significantly more authoritative for your name.

From here, it’s also wise to build quality links to your author page. Unless you share a name with someone famous, it usually won’t take very many.

In most cases, if you have at least a few dozen quality posts on your website, then you can probably get by with less than a dozen quality links. That’s easily achievable by guest posting on other relevant, high-quality websites.

2. Contribute to Industry Publications

Major industry publications tend to be authoritative because they publish a large volume of high-quality content, and that content, relative to similar content on other websites, tends to earn more links.

This makes these publications incredibly powerful assets.

As with publishing content on your own website, the goal here is to rank your author page on industry publications on the first page of the search results.

What you want to do is contact the editors of two or three major publications in your industry to pitch the idea of you submitting an article.

If you have any contacts in common with the editors, it would be a smart move to ask for an introduction, but let’s not put the cart before the horse.

First, make sure you can answer these questions so you can pitch in a way that presents maximum value:

Who Is Their Typical Audience?

Is their audience mainly other people in your industry or to the end consumer? That will usually make a big difference in the type of content will resonate well with them.

You would write a completely different article when writing for an audience of your peers compared to writing for potential customers.

You can look at my writing as an example. When I write for publications like Search Engine Journal, I tend to write at a far deeper technical level because the readers here usually understand it.

On the other hand, when I write about digital marketing for publications in the construction industry, I try to simplify my writing because my audience there doesn’t typically have the same level of knowledge on these topics.

Why Does Your Opinion Matter?

If the internet has taught us anything, it’s that everyone has an opinion about almost everything, and most of these opinions are worthless.

So why should they listen to you?

What knowledge and experience do you have that qualifies you to share your opinion m on a particular topic?

This is an essential part of pitching an editor on your idea for an article.

What Will the Reader Gain From Your Article?

Your article needs to provide tremendous value, in the form of:

  • Unique and original insight.
  • Detailed instructions on how to do something.
  • A comprehensive resource that is unavailable elsewhere.

Skip the shameless self-promotion.

The publisher wants to provide value to their readers in order to ensure that they will return, and they’ll only do that if they gain something from the content on that website.

3. Optimize Your Social Profiles

Social profiles such as LinkedIn, Twitter, and Facebook are relatively easy to rank, which makes them another valuable asset.

Your profiles on social networks should include all relevant information, including your:

  • Hours of operation.
  • Phone number.
  • Address.
  • URL.
  • Etc.

Your social profiles should also be properly branded with your logo, brand colors, and appropriate header images.

The information included makes it more relevant to search engines, helping the profile to rank higher, while the branding increases engagement with real people.

Some of the social networks you should consider might include:

  • Facebook.
  • Twitter.
  • Google My Business.
  • Instagram.
  • YouTube.
  • Pinterest.
  • LinkedIn.

You don’t have to do everything all at once. In fact, you can’t do everything well all at once unless you have a massive budget and enough employees to perform the work.

See Anyone's Analytics Account, in Real Time.
You can literally see real-time sales and conversion data for any website, and which campaigns drove that traffic. Start your free trial today.

Start Free Trial
ADVERTISEMENT

I recommend starting with between one to three social networks and create a following there before branching out into others.

While I don’t suggest trying to use every social network at once, you should secure your profile on every network so it’s available when you’re ready to use it.

4. Leverage Public Relations

As an experienced expert in your field, I’ll assume you probably have something valuable to say.

If you can leverage your insight into positive media coverage, you can create a valuable asset in your reputation management efforts. And the beauty is that it’s infinitely repeatable.

Large publications like Entrepreneur, Inc., and Fast Company are authoritative and tend to rank more easily. Especially for your own name.

 

It’s essential to approach PR with the intent to add tremendous value to the editor, contributor, and audience. The mistake most people fall into is trying to make it all about themselves. This is a surefire way to get ignored.

 

Unless you’ve done something truly monumental, like launching a car into space, no large publication is going to write a feature story about you. It just isn’t going to happen.

 

Instead, figure out what the audience wants, and find a way to deliver that in a way that includes you, and pitch that to the editor or contributor.

 

The editor wants more eyeballs on their content. The contributor does too, but they also want to simplify their job of writing the article. Especially when you consider that most contributors aren’t paid for their work.

An effective way to do this is to leverage newsworthy topics. You can see examples of this in articles where I was quoted on the gun control debate in The Business Journal, and on Ja Rule’s failed event in Forbes.

 

“The key to maximizing reputation in PR is to provide remarks or content that provides high value in terms of being something the readers didn’t know and wouldn’t likely have guessed, such as a surprising insight, backed by data (with the data properly linked and sourced), and perhaps some color and complexion around an example of how that surprising finding plays out in real life,” according to thought leadership and crisis PR expert Cheryl Snapp Conner, of SnappConner PR.

 

“Include your characterization as an expert and whatever link is best for people to use to find out more about you. That leads people to the right association with you, as opposed to, perhaps being linked for contributing a ‘sky is blue’ quote to an article on something unrelated to your expertise, such as tips for closing a deal on a golf course,” she said.

 

You won’t have a lot of control over how a contributor writes their article, so it probably won’t be optimized specifically to rank for your name. That’s OK, though.

 

It may rank on its own without any additional work, but if not, simply earn a few quality links to it and it should easily land on the first page.

5. Earn Positive Reviews

If you’ve been in business for any length of time, you probably already realize that trying to please everyone all the time is about as difficult as trying to make a pile of water.

This sometimes results in negative reviews. One way to combat that, however, is a large volume of legitimate positive reviews.

Earning those reviews is simple, but not easy. Let me explain what I mean by that.

 

It’s simple because you just need to ask your satisfied customers to post a review on websites where your new potential customers may see them. That’s simple.

But it’s not easy because you must provide an exceptional product or service. Not average, not pretty good — but exceptional. That is difficult. Especially in today’s highly competitive market.

I can’t help you provide an exceptional product or service. That’s all on you.

 

I can, however, help you to earn those reviews once you have. I’ll do that by sharing the email script that we use, along with our follow-up process.

 

That process is critical because while these reviews are monumentally important to you, they aren’t to your customers. I’m sorry, but they just aren’t.

 

Your customer is busy running their business, and they’ll only help you if you can make it easy for them, and even then, you’ll probably still have to remind them a few times.

 

OK, for the email, it’s simple:

I’d like to ask you to do a favor for me…positive reviews help us to build trust and bring on new clients. Would you mind posting a quick review about your experience working with us? If you want, I’ll even draft something that you can edit as you see fit. Just let me know if you want me to do that to make it easier and faster for you.

 

The links for Google and Facebook are below

Google: [Link to your Google My Business listing]

Facebook: [Link to the reviews tab of your Facebook business page]

The follow up is simple, too. My agency uses a tool called Boomerang for Gmail because we run on G Suite. We will set a reminder for one week, and if we haven’t received a review by then, we will send a reminder email that simply says:

 

Just sending a reminder in case this got buried.

We usually give it another week and send another email with the same message. If that still doesn’t produce a review, then it’s time to pick up the phone.

 

But before asking them for a review this time, first ask something along the lines of this:

 

Hey, I know you’ve probably been really busy lately, but since you haven’t posted a review yet, I just wanted to make sure do anything wrong or leave anything hanging. Was there anything we should talk about?

 

Usually, they will apologize and explain that they’ve just been busy. In most cases, they will post it shortly after this call. But in the rare cases where something was wrong, you’ve just bought yourself the perfect opportunity to fix it.

One quick note on this — I highly recommend placing positive reviews on your website as well, and where applicable, including Schema markup.

6. Launch a Podcast

Your podcast page on Apple’s website will generally be viewed as authoritative just based on the domain it resides on. This makes it an effective tool in your reputation management efforts.

Add some quality links into the mix and it can rise to the first page rather quickly.

This tactic isn’t a band-aid though, because maintaining a podcast requires a tremendous amount of effort. I recently learned this when I launched my own podcast.

I point this out because I want to emphasize that if you’re not prepared to invest the ongoing time, effort, and expense of creating a worthwhile podcast, it isn’t something you should start in the first place.

If you’re going to do this, I suggest committing to at least one year of weekly episodes. Anything short of that and you’re wasting your time.

7. Buy Relevant Domains

If you’re facing or anticipating particularly aggressive attacks, buying relevant domains is a wise tactic.

You probably have already registered the .com for your name and/or company name, but what about the almost countless other extensions available today?

At the very least, you should register the .net and .org, but I would also consider other domain extensions that may make sense for your company.

There are more than 1,000 extensions available, so be thorough but try not to go overboard. The idea here is just to prevent others from posing as you and/or your company.

Next, look at domains that could be used against you. For example:

  • CompanyNameSucks.com
  • CompanyNameComplaints.com
  • CompanyNameReviews.com

I would especially make it a point to include a few non-standard extensions, like .online, .club, or .reviews because they tend to outrank comparable websites with traditional extensions.

This can come in handy if there is significant search volume for complaints or reviews for a name, whether it’s a company or a person.

 

You don’t need a website for each domain. In fact, in most cases, you won’t need a website for any of them unless things get really nasty. This may happen if you run into a particularly vindictive former customer or competitor.

 

Only once in nearly two decades have I personally run into a situation where creating additional websites to target visitors searching for reviews or complaints was necessary.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
Scoop.it!

RepuGen Is Now Fully Compliant with Google’s Review Policy Update

RepuGen Is Now Fully Compliant with Google’s Review Policy Update | Online Reputation Management for Doctors | Scoop.it

RepuGen’s review generation process is in full compliance with the updated Google review policy. that clearly states their stance against review-gating.

 

Now, on the Thank You page for positive, neutral and negative feedback, we will always show the review sites where the patients can click to post their review. With that, unhappy patients now also get an option to submit their review directly on Google (and other review websites) right off the bat. You will still be notified when negative ratings are made, but due to Google’s policy we can’t avoid asking unhappy patients for reviews.

We’ll explain the new RepuGen review process later in this blog. First, let us re-acquaint you with the respective Google review policy update.

 

Google’s Update to their Review Guidelines
On April 12, 2018, Google updated its online review policy, according to which, businesses are no longer able to “discourage or prohibit negative reviews or selectively solicit positive reviews from their customers.” The move was to ensure that businesses gather reviews from all its customers, irrespective of whether they were happy or unhappy with the service, and that online reviews of a business on Google are an accurate reflection of the kind of service they can provide.

 

RepuGen’s Review Requesting Process [Updated]
All user accounts with RepuGen have been updated to be in full compliance with Google’s review policy, providing the patient the option to directly leave a review on Google regardless of their sentiment, positive or negative.

 

The process is the same for happy patients who rate their experience positively. That way, patients will see hardly any difference between a negative rating and a positive rating, but at the same time we’re not limiting the benefit of some of RepuGen’s best reporting features – specifically sentiment analysis and word clouds from the comments that patients write.

 

At RepuGen, we are committed to protecting our clients' businesses by keeping them always up-to-date with the latest industry guidelines and standards. The online reputation industry is constantly evolving, and with that these changes are often necessary to make.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

Online Reputation Management Strategies for Doctors 

Online Reputation Management Strategies for Doctors  | Online Reputation Management for Doctors | Scoop.it

How your patients will review your practice depends on how they feel during their visit. This means that to improve your online reputation, you'll have to start with improving patient experience at the practice level, then utilizing positive patient experiences to build a positive reputation on the web. How do your build a great physician reputation? Read on to find out.

 

1. Be proactive in collecting feedback from your patients
According to a 2016 survey on how patients use online reviews, 30% of patients who could be writing reviews aren't writing. This could be due to the absence of an automated review generation process. However, even in the presence of an automated system, many doctors complain about receiving only a few reviews. In many cases where practices send their patients a link to publish a review, they still didn't get a response. That's because you need to ensure you’re getting patients at the right time – when they are most likely to publish a review. If you really want your patients to leave a review, encourage them to do it. One way you can do this is by engaging patients in a conversation and then asking them for a review. Doing so will improve the chances of your patients writing reviews for you. Here's how you can engage your patients in a conversation before asking them to write a review:

 

  • Ask as a favor
  • Let them know the time it will take (ex. “It will only take 2 minutes!”)
  • Clearly reveal your purpose for asking them (ex. “Reviews are the lifeblood of my practice”)
  • Clarify the process [keeping it easy will ensure more reviews]
  • Ensure you’re asking them at the right time (immediately after they leave the office is typically the best time, as the experience is fresh in their mind)

 

2.Intercept unhappy patients & perform service recovery
As you start collecting patient reviews, you'll start receiving some negative reviews too. Don't worry, as a few negative reviews are good for you as they present a more balanced reputation online. Also, when tracked proactively, negative reviews provide the opportunity to build and nurture a long-lasting relationship with your patients. A reputation management tool allows you to intercept your unhappy patients right after their visit, and hopefully before they post a review online. The process of intercepting unhappy patients and performing service recovery is simple. It goes like this:

 

  • Your unhappy patient rates you poorly using the tool
  • The tool immediately notifies you of the negative rating
  • You instantly connect with the unhappy patient, listen to their concern, and work with your team to turn the negative experience around
  • After successfully performing service recovery, the same tool again prompts the patient to write a fresh review (which will now be positive)

 


3. Objectively respond to all reviews; positive or negative
People seeing your patients' reviews online will also expect to see your responses to them. This way they get to learn about your attentiveness towards addressing your patients' concerns and how you tackle your patients' issues with your care or service. According to a Software Advice survey, 65% of patients feel it's “very” or “moderately” important for doctors to post a response. Keeping professional courtesy, refraining from disclosing the patient’s identity, and addressing to the masses instead of the specific patient is the key to being objective in your responses. Here are the guidelines on how you should respond to positive and negative reviews: Responding to positive reviews from your patients Create an uplifting, professional response that shows your commitment to patient satisfaction. Don't write anything that could reveal or confirm the patient's identity, to prevent yourself from violating HIPAA. Also, negative or positive, never forget to show your appreciation by always thanking your patients for sharing their feedback. A piece of advice here: Keep distance from phrases like, "It was great to see you", or "Thank you for visiting the office". Try something that's more vague and positive such as, "Thank you for the kind words". Doing so will reduce the chances of confirming the identity of a patient. Responding to negative reviews from patients Before taking any action with a negative review, address it objectively. Examine the situation from all perspectives; the patient's point of view, a legal point of view, and the public's point of view. Then, create a professional response that can minimize the damage to your reputation while respecting confidentiality laws. Software Advice suggests some Do’s and Don’ts of responding to negative reviews, which are very think that a review is falsified or inappropriate, you can report or flag it; asking the review site to take it down. The review site should comply – so long you can provide a credible argument. However, before reporting, learn about the guidelines laid out by each review site. It will help you to be more objective with your request, improving the chances that the review site will comply with your request.


4. Train your staff in customer service best practices
Patients leave reviews about your entire practice; not just about the quality of healthcare you provide. It's just the same when patients are reading reviews. According to a survey, 84% of patients look for information such as staff friendliness, ease of scheduling appointment, wait times, and office cleanliness/environment, etc., over other obvious details while reading reviews.training every staff member in customer service best practices and making it a company policy to follow these practices closely. From phone calls, front desk conversations and nurse interactions, to other things such as car parking, wait times, etc., all should be handled with friendly and professional behavior. Here, you can take help from the sentiment analysis feature provided in your patient satisfaction survey tool. Sentiment analysis of your patients will help you understand what precisely bothers your patients, which will allow you to implement the required changes to your practice more effectively. Related blog: Patients Value Personal Interactions with Their Providers: An Analysis of 7M Reviews Confirms


5.Build a strong patient community & network on social media
While patients are increasingly using social media for healthcare information, doctors are still reluctant about it. The reasons could be the fear of violating ethical and legal regulations, and the possibility of a misstatement getting shares on social media. Contrary to all that, having a social media presence is vital for your practice's growth in this digital age. Marjorie Stiegler, MD, a Harvard trained physician and a healthcare social media strategist provides these reasons for having a social media presence:

 

  • Curating a library of useful healthcare information
  • Finding collaborators
  • Promoting health literacy
  • Growing your practice, and 17 more

 

On the point of reluctance in using social media, Marjorie says, “sharing your ideas with as many people who might possibly benefit (even if that is by challenging you or taking another view) is a good thing. Disseminating knowledge and advancing science are core reasons we publish in journals. Even the best academic journals have a ridiculously low readership compared to the web.” To learn more about what Marjorie suggests for managing your professional reputation on social media, read her complete article on the topic.


6.Utilize content marketing to establish yourself as an authority
Healthcare content marketing is another way to build a robust online presence and reputation. Not only does it help you win valuable organic search traffic, but it also gives you a chance to establish yourself as a thought-leader with your 'expert articles' on related medical issues. According to Pew research, 1 in 3 patients use internet for resolving medical issues. A Google research says that, on an average, patients go through 12 different online resources before finally picking a provider. All of these explain the reason why you should be investing your time and resources in content marketing. Publishing useful content – even just one post per month – can go a long way in garnering appreciation from readers and giving you an effective means of selling your expertise without being overtly ‘sales-y’. The above given physician reputation management strategies can help you in elevating your image online. However, while implementing these, you should always refrain from some practices that may prove to be harmful to your healthcare business. Let's check out some 'Don'ts' of online reputation management for doctors:


Don't incentivize for getting positive reviews: Incentivizing (rewarding or discounting) for reviews isn't just illegal, but is also a practice that is heavily scrutinized by review sites like Yelp, who will bury reviews and flag accounts that they think are paying for reviews. Review sites have their well-defined system to track these reviews. Once found guilty, not just your reviews will be removed, but it will also invite discrediting of your practice by the review site itself, thereby affecting your online reputation and ranking.

 

Don't hire someone to post fake reviews for you: Review sites keep a regular check on fake reviews. They don't just remove a fake review from their site, but may also flag your practice for fabrication, which drastically impacts your online reputation.

 

Don't indulge in an online argument: Regardless of how much an angry patient tries to offend you into an argument, do not get involved as doing so will only discredit you. Always respond professionally, no matter what. If the patient still instigates an argument, offer to discuss and resolve the issue offline.

 

Don't mix up your private and professional life: Maintain separate professional and personal accounts on social media. Never post personal opinions, photos or videos on your professional accounts. Ideally, patients shouldn't find your personal social media accounts even if they go looking for them.

Now that patients' decision-making has shifted online, you should also focus on elevating your reputation on the web, so that you can positively influence prospective patients in your favor. While doing so, take help from a reputation management company who will provide you with a seamless process to ensure that managing your reputation isn’t overwhelming.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

Fight, Flight or Listen: Dealing with Physician Reviews & Negative Comments

Fight, Flight or Listen: Dealing with Physician Reviews & Negative Comments | Online Reputation Management for Doctors | Scoop.it

Perhaps you’ve followed the Taco Bell (“Of Course We Use Real Beef“) PR brouhaha, or you recall the PR catastrophe for BP regarding last year’s gulf oil spill.

 

Admittedly these are big business issues at the tip of the PR disaster sword. The media has a field day, and it’s a spectator sport for the general public. Professionally, let’s hope that your healthcare marketing and public relations experience never suffers this kind of global flack.

 

But these corporate calamities hold useful lessons for physicians, group practices, hospitals and other healthcare providers. What the giant corporations do (or don’t do) can transfer to something as common as physician reviews and negative patient comments.

 

Straight from the news pages, here are three PR textbook examples and how they might be useful where you live:

 

The FIGHT Response: In response to a much-publicized class action lawsuit, Taco Bell is out with vehement denials and a series of new advertisements titled: Thank You for Suing Us. While it’s commonplace to quickly embrace and repeat compliments, a common reaction to negative comments by patients is to discount or deny them as uninformed and/or incorrect. Some, perhaps most, situations require a response, but an angry, defensive or “come-out-swinging” answer can more easily aggravate a situation than disarm it.

 

The FLIGHT Response: For reasons that are self-evident, we can’t link to an illustration on this one. Remaining silent–the opposite of FIGHT—is seldom heard. Call it the “ignore-it-and-it-will-go-away” approach. And while minor things sometimes do seem to disappear, healthcare Public Relations pros and marketing communications executives recognize that there can be a serious downside in silence. The “no-response-response can be seen as stonewalling or even an admission or agreement. The patient issue or comment is still out there.

 

The LISTEN Response: Hopefully the patient-physician communications channels are wide open and so that patient issues or experiences can be discussed, addressed and resolved before they blossom into a negative online review or word-of-(bad)mouth comment.

 

A real world illustration of listening and acting—one that didn’t make as many headlines as Taco Bell—is this article by Los Angeles Otolaryngologist John W. House: How Online Reviews Can Help a Physician. It can be surprising how effective it is to listen to, and learn from, patient issues and to actively resolve an issue of concern.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

Testimonial are the Rules of Effective Social Proof in Healthcare Marketing

Testimonial are the Rules of Effective Social Proof in Healthcare Marketing | Online Reputation Management for Doctors | Scoop.it

Puppy dogs (and kittens) are cuddly cute. Babies (and kids) are scene-stealers. But in healthcare marketing, there’s nothing more convincing-and downright effective-than an excellent testimonial.

Sorry canine cuteness, but testimonials have been called “the single most powerful marketing tool.” They are a close relative to word-of-mouth advertising, and they are effective in “closing the sale” for many of the same reasons.

 

After all, what people say about you is many times more convincing than what you say about yourself. (With that in mind, see this page of comments.)

 

What’s more, testimonials are highly versatile. They can be used in brochures, printed materials, on your website, as well as in video format online (website, YouTube, etc.) and in many marketing, advertising and promotional applications. Testimonials are often key elements in television broadcast commercials such as these examples.

 

Unfortunately, testimonials are often done wrong; well intended, but next to useless.

 

Of course we recognize that this is a tool that is not ideal for every medical marketing or healthcare delivery situation. What’s more, HIPAA considerations have many practices and hospitals a bit “gun shy” about anything that approaches privacy boundaries. (If you’re curious but cautious, talk to your legal counsel.)

Nevertheless, testimonials—when they are done properly—can provide an energetic element of convincing “salesmanship” to the marketing message of many healthcare products, services and situations.

 

Why testimonials are effective.
Testimonials work for many reasons, and chief among these is that they are a form of “social proof.” On a psychological level, most individuals want to know that others, like themselves, have made this same choice and benefited from that decision. Testimonials build trust and reinforce the buyer’s inclination or decision to purchase a product or service.

By extension, the consumer takes comfort in joining his/her peer group, and further, can anticipate achieving the same benefits. The process reduces or overcomes doubt. In short, the consumer is empowered by a lower sense of risk and a greater sense of reward. Further, this assurance originates with a third-party.

 

Four ingredients of powerful testimonials.
An unguided and spontaneous testimonial can be enthusiastic but ineffective:

 

“I was really delighted to find [provider] and just loved


!! I don’t know anything like [it/him/them] anywhere!!! Much better than [something else.] Gracious sakes…it’s really the best!!!!”


Subtract the energetic tone (and the four exclamation marks) and this comment doesn’t actually say much. Mindful of policies and regulations, here is a list of slightly overlapping key ingredients that produce powerful and effective testimonials.

 

BENEFIT-DRIVEN – A good testimonial clearly describes how the recipient derived benefit from the product or service. What was the problem, need or compelling circumstance that was overcome or resolved?


SPECIFICITY – This is what or how the product or service produced tangible or quantifiable positive results. The more specific the better.


PERSONAL – Preferably a testimonial is first person; about themselves and not others… and in their own words or voice.


EMOTIONAL TOUCH – An audio or video testimonial can help communicate the positive energy, sense of satisfaction, and/or pleasure related to the product/service. How did this produce some form of happiness…feel better, look better, able to do things?


CREDIBLE/BELIEVABLE – Where possible and appropriate, a good testimonial will include a person’s name, location, photo and other details that allow the reader to relate to this being someone like them. Are they someone from a similar locale, situation or demographic?


Highly effective testimonials can reinforce your branding and further differentiate what you have to offer from the competition. Of course you’ll need signed permission to use the words, image and/or voice of the person who provides the testimonial.

 

Finally, have a system that guides and gathers testimonial comments. (Although many people may genuinely appreciate your products or services-and would welcome the opportunity to say so-they need a channel to express their thoughts. Help them.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

What Happens When Doctors Sue Unhappy Patients?

What Happens When Doctors Sue Unhappy Patients? | Online Reputation Management for Doctors | Scoop.it

Experienced doctors tell us that, sooner or later in their career, every physician will face the prospect of legal action. Between 75 and 99 percent of practicing doctors, depending on their specialty, will be threatened by a lawsuit according to a NEJM study.

 

Although “patient-sues-doctor” rarely makes the news, the reverse situation—doctor-sues-patient—seems to make the headlines with regularity. And the core issue is a negative or unflattering online rating or comment by a patient about a doctor. But the outcome is seldom satisfactory.

 

Patients are increasingly engaged and empowered regarding their healthcare, due in part by the pervasive Internet. Doctors are understandably—and justifiably—concerned about their professional reputation…also with added muscle of view-anywhere web postings.

 

In a previous post, Legally Dumb: Should a Doctor or Dentist Sue a Patient for Bad-Mouth Comments?, we sympathized with a practitioner’s frustration and outright anger. Negative comments and online reviews can be untrue, unkind and one sided. But, from a public relations perspective, suing a patient for a negative comment just might be the worst thing to do. In PR terms it likely will grab new and broader media attention, repeat and extend the controversy, patients may sympathize with patients, and generally inflame the original issue.

 

Bad-mouth comments on personal blogs and collective-comment review sites can be influential among patients and prospective patients. There are dozens of user forums that has expanded to include Angie’s List (initially home improvement services), and Yelp (initially reviews of local restaurants).

 

Some news reports, The Boston Globe for example, suggest that doctors are firing back at patients’ online critiques, but with mixed results.

 

“The Digital Media Project at Harvard University tracks lawsuits filed against patients and others for online comments. Its website includes seven such cases filed over the past five years or so, though it’s not a comprehensive list. In some, patients took down their negative comments. In others, judges dismissed the suit, ruling that patients’ comments were protected under the First Amendment guarantee of free speech.”

 

We’re not offering legal advice here, but as another recent indicator, the Minnesota Supreme Court ruled that an online post about a Duluth neurologist is protected speech. And, according to the AP story about this ruling, “Experts say lawsuits over negative professional reviews are relatively uncommon and rarely succeed, partly because the law favors freedom of speech.”

 

Seeking professional legal counsel is sound advice for your situation. Our previous post lists some of the possible public relations consequences that should be considered, as well as observations from noted healthcare attorney Stephen Kaufman.

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.
Scoop.it!

Physician Ratings and Reviews on Sites Can Never Be Ignored

Physician Ratings and Reviews on Sites Can  Never Be Ignored | Online Reputation Management for Doctors | Scoop.it

All too often, the love-hate attitude about online physician rating sites comes down to a strong desire by doctors to simply ignore them.

 

After all, doctors are too busy to attend to the largely imperfect and unreliable noise and chatter of patient comments. Even the “positive” reviews are rarely qualified to speak to clinical competency, which patients have little means to assess.

As for the rest of the online static, many doctors say they have zero time to listen to patient chatter–ranging from minor gripes about parking or paperwork to perceptions of an impersonal front desk.

 

Nevertheless, patient reviews and experiential feedback are not to be ignored. For one thing, it is simply good business to be in touch with the “voice of the customer.” Admittedly, it’s an imperfect system, but it’s part of the doctor-patient communications process, and a means to better understand the needs and wants of patients.

 

Then there’s the bottom line to consider. The purchase decision of about one-third of patients searching for a health care provider will be influenced—positively or negatively—by online reviews. And many patients would select an out-of-network doctor with better reviews than in-network doctors.

 

Fortunately, studies routinely find that positive reviews continue to outdistance the negative ones. But a growing number of patients also use online review to evaluate their current doctor, or the doctor they have selected, according to the 2014 Software Advice IndustryView study.

 

“[The] majority (61 percent) use them prior to choosing a doctor. However, a slightly greater percentage of patients in 2014—20 percent, up from 19 percent in 2013—say they use online reviews to evaluate their current doctor.


“Doctors should be aware that both current and new patients may be using reviews to evaluate their performance, and thus having a positive online presence on review sites is a step toward not just attracting patients, but retaining them.”

Where to begin…

 

There are dozens of online review sites, but the Software Advice study finds that “Yelp is the most popular online review site (27 percent), but ties with HealthGrades for most trusted.”

Technical Dr. Inc.'s insight:
Contact Details :

inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

more...
No comment yet.