Online Reputation Management for Doctors
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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
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10 Doctor Review Sites to List Your Healthcare Practice

10 Doctor Review Sites to List Your Healthcare Practice | Online Reputation Management for Doctors | Scoop.it

A great way to improve your healthcare practice reputation is to list your practice on doctor review sites.

 

There are many online review sites where you can list yourself or your healthcare practice. The sites get millions of visitors every month, which you can tap to be your patients.

 

According to a recent survey, 84% of patients use online reviews to evaluate doctors. If your practice has no reviews online, prospective patients would think twice before making an appointment.

The Top Doctor Review Sites

Below are 10 top doctor review sites for healthcare providers, listed in no particular order, which can help improve your online reputation, gain trust and new patient leads.

  • Healthgrades
  • Vitals
  • RateMDs
  • WebMD
  • Yelp
  • Zocdoc
  • Google My Business
  • Facebook
  • U.S. News Doctor Finder
  • CareDash

#1. Healthgrades

With over 19 million visitors per month, you want your practice to be listed on Healthgrades. The directory has a searchable database of hospital, dentist and doctor profiles. The site also posts content about specific medical conditions and issues at a section called “The Right Care”.

#2. Vitals

Vitals gets slightly over 3.4 million visitors a month and ranks 151 in the health category. At the directory, patients can search for practices based on name, location, specialty and insurance accepted.

#3. RateMDs

RateMD allows patients to search for physicians by name, location, specialty and gender. The site also has a forum and blog where patients can get their health questions answered.

#4. WebMD

This is a health research forum with a doctor’s directory. With over 2.4 million visitors a month, WebMD is one of the best physician review sites. At WebMD, patients can rate doctors based on how well they explain conditions and treatments.

#5. Yelp

Yelp allows users to rate local hospitals and clinics, and provides the most helpful reviews. Having great reviews on the site can lead to a stream of foot traffic to your practice.

#6. Zocdoc

ZocDoc has an online and mobile appointment service setting and charges a listing fee. Patients can search for practices based on standard name, location, specialty and insurance accepted.

#7. Google My Business

Google My Business allows you to create free profiles for your practice. The profile can appear on local search results with complete information about your location, service hours, contact information and so on.

#8. Facebook

Millions of patients use Facebook to search for nearby clinics when they have a health problem. Having a profile on the social network will allow you to stay in touch with your patients and connect with new prospects.

#9. U.S. News Doctor Finder

In this directory, patients can search for doctors by name, location, years of experience, specialty and gender. Physicians can update their profiles to upload photos, contact information, insurance accepted, hospital affiliation and experience.

#10. CareDash

CareDash aims to make hospital and doctor information more transparent, inclusive and accessible. The site has doctor and hospital ratings and while fairly new, is steadily gaining more traffic.

Technical Dr. Inc.s insight:
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inquiry@technicaldr.com or 877-910-0004
www.technicaldr.com

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National Dentists Day marketing ideas to boost appointments

National Dentists Day marketing ideas to boost appointments | Online Reputation Management for Doctors | Scoop.it

Dental marketing ideas to boost appointments

1. Thank your patients

On National Dentists Day, thank your patients for trusting you with their smiles. It’s important to take advantage of opportunities like this in order to remain top-of-mind and encourage strong patient retention.

Show your gratitude to patients by sending them a thank you email, sharing a social media post, or even thanking your patients in person on March 6.

2. Urge patients to commit to better oral health

When it comes to holidays like National Dentists Day, many patients’ natural inclination is to send cards, flowers, and small trinkets. But what most dental professionals really want is a commitment to better oral health.

Use the time leading up to National Dentists Day to encourage patients to promise to take the best possible care of their teeth and gums. For example, you could: 

  • Have them sign a pledge to brush and floss every day
  • Encourage them to book their next dental cleaning, if they have not already
  • Remind them to limit food and beverages that stain teeth

3. Share what inspired you to become a dentist

It’s not every day you get to talk with patients about your career choice. In anticipation of National Dentists Day, film a video detailing what inspired you to become a dentist. This will give current patients the chance to know you on a more personal level and better understand your professional passion.

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Video also gives you the ability to showcase your personality to prospective patients who haven’t met you yet. According to Statista, 85 percent of internet users watch online video content, making video a great medium to reach new patients.

4. Publish a National Dentists Day blog post

A smart dental marketing strategy is to use timely events like national holidays to drive traffic to your website. Writing a blog post about National Dentists Day increases your chances of appearing in search results when people Google the term.

 

In your blog post, explain what National Dentists Day is and ways patients can acknowledge their dental care team.

 

Take it a step further by sharing your blog post on social media or by including it in an email to current patients. Emailing patients is a great dental marketing idea because 59 percent of people say they prefer email communications from brands above any other channel, according to the Direct Marketing Association.

5. Offer a National Dentists Day discount

Offering a discount is always a good way to inspire patients to schedule appointments. Discounts are usually offered for a limited time, which creates a sense of urgency and gives people the extra push they need to take action.

 

On March 6, consider offering a discount on out-of-pocket services like teeth whitening for any patient who schedules their appointment on National Dentists Day. Make prospective and current patients aware of the offer by sharing it to social media. According to Sprout Social, more than one-third of people (37 percent) believe the most engaging content on social offers a discount.

6. Use the National Dentists Day hashtag

Social media is great for dental marketing because 72 percent of U.S. adults use at least one social media site, according to the Pew Research Center.

 

Leading up to and on National Dentists Day, share content on your social media channels and include the hashtag #NationalDentistsDay. Hashtags help get your content in front of more people. Make sure you also tag your location, so you can feel confident you’re reaching people in your local area.

 

A social media post can be as simple as a photo of you and your staff in the waiting room.

 

This helps you show off your team and your office space. If your patients are active on social media, encourage them to use the National Dentists Day hashtag, too.

 

7. Encourage patients to share positive feedback online

Having a strong online reputation helps attract new patients to your practice. In fact, 59 percent of patients say online reviews contribute to their decision in choosing a healthcare provider, and 70 percent of patients consider positive patient reviews to be very or extremely important, according to PatientPop.

 

On National Dentists Day, encourage your current patients to describe their positive experiences at your practice via an online review. According to PatientPop, patients are 22 percent more likely to submit an online review simply when asked, so don’t allow this great opportunity to build a positive online reputation pass you by.

 

National Dentists Day only comes around once a year, but the folks at PatientPop recognize the hard work dentists do year-round. From us to you, Happy National Dentists Day!

Technical Dr. Inc.s insight:
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Reputation reboot: Doctor's guide to salvaging a poor reputation

Reputation reboot: Doctor's guide to salvaging a poor reputation | Online Reputation Management for Doctors | Scoop.it

5 doctor reputation management concerns — and how to resolve them

1. An inappropriate online review

A whopping 97 percent of people who read online reviews also read businesses’ responses to reviews, according to BrightLocal. An overwhelming majority (71 percent) say they’re more likely to use a business that has responded to their reviews.

 

Given these numbers, the importance of taking action cannot be emphasized enough. If a review is fake or fraudulent — i.e. it is clearly spam or it is a review by a competitor — contact the review site it’s posted on and explain the situation. You might be able to have it removed if it’s clearly fake or vulgar in nature.

 

However, don’t panic if you’re unable to have the review taken down. As noted above, people will read your response to review, so write a calm and collected reply, if necessary, that shows you’re a class act.

2. Someone else claims or populates a directory profile

Claiming, completing, and monitoring directory profiles should be a part of your online reputation management strategy. Realizing someone else has access to — or complete control of — a profile with your practice name on it is undoubtedly alarming.

 

Every site has its own process for dealing with these issues, so you’ll need to reach out to the customer service team immediately.

 

They should be able to help you figure out what’s going on and return exclusive access back to the rightful owner: you.

3. An incorrect response to a question on Google Q&A

The Google Q&A feature allows people to quickly and easily ask questions about your business. Both questions and answers are displayed on your Google My Business page, which can be helpful — if they’re answered correctly.

 

Finding an incorrect response can be alarming, so take swift action to have it removed. Click “more” next to the answer, then click “report” to alert Google of the false information.

 

In the meantime, replying to the question as your business is a great doctor reputation management strategy. The correct response from the business owner should set the record straight and negate the false information provided by the other user.

 

4. Several negative comments from a social media troll

It’s important for your practice to have a presence on popular social media sites like Facebook, Twitter, and Instagram. Unfortunately, this opens the door to trolls who want to cause problems for your practice.

 

Having a plan in place to deal with trolls is an essential part of reputation management for doctors. The best approach to take often varies by situation, but a polite reply — or none at all — is generally the smartest route.

 

Unless the troll uses profanity or other languages that’s offensive in nature, it’s typically best not to delete their comments.

 

5. A poor star rating

Only 53 percent of people will consider using a business with less than four stars, according to BrightLocal. Don’t panic if your star rating falls below this mark, however, because you can turn things around.

 

Send patient satisfaction surveys after each visit to find out what you’re doing well and where there’s room for improvement. Give satisfied patients the opportunity to share their feedback publicly, as each positive review will help bump your star rating up to an impressive level.

Technical Dr. Inc.s insight:
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Manage Online Reputation With a Patient Feedback System 

Manage Online Reputation With a Patient Feedback System  | Online Reputation Management for Doctors | Scoop.it

Reputation is everything in business, and in today’s digital era this includes your online standing.

 

When choosing a new healthcare provider, people have plenty of options, so many browse the internet to find the practice with the best reviews.

 

An overwhelming 82 percent of U.S. adults read online customer ratings or reviews before making a purchase decision, according to 2016 data from the Pew Research Center.

 

More than half (54 percent) focus on the extremely negative ones, so unkind words can actually hurt your practice.

 

If you’re trying to attract new patients, it’s time to take control of your online reputation. Here are four ways to generate reviews with an effective patient feedback system.

Send a quick survey

Your patients are busy people. They don’t have time to complete a lengthy post-visit questionnaire, so make giving feedback easy.

 

After each visit, send a short patient satisfaction survey via text or email. Serving as a post-appointment follow-up of sorts, promptly reaching out allows you to connect with them while they visit is still fresh in their mind.

 

The key to attracting new patients — and retaining existing ones — is finding out what people liked and disliked about their visit. Everyone won’t complete the survey, but automatically send one to each person incites a higher response rate.

Handle issues privately

You strive to provide patients with the first-class service, but no healthcare practice is perfect all the time. In fact, 62.4 percent of providers have had at least one patient post a negative review online about their practice, according to our 2018 Online Reputation Management Survey.

 

When you have a robust patient feedback system in place, you’re able to learn about the problem before the person writes a negative review online. This allows you to manage the issue offline, so it doesn’t play out in a public sphere.

 

Taking the time to rectify the issue will make the patient feel valued. When it has been resolved, it’s possible they’ll write you a positive review that will help attract new patients.

Invite patients to share

People like to voice their thoughts and opinions. When patients have a positive experience with your practice, many are happy to write a review but need a little push.

 

Results of the recent PatientPop survey revealed that 52 percent of healthcare providers ask patients to share their experience online. However, 71.3 percent of practices receive reviews from no more than 5 percent of their patients.

 

Clearly, most providers aren’t using an effective patient feedback system. Investing in a tool that invites patients to post reviews and makes it easy to do so will generate a higher response rate.

 

For prospective new patients, nothing weighs greater than the opinions of those currently under your care. Positive reviews build trust. If patients sing your praises, readers will be more inclined to call you, instead of a competitor without those reviews.

Send friendly reminders

Feedback from existing patients is a fantastic way to attract new patients, so if you don’t succeed the first time, keep trying. Give people multiple opportunities to respond to your patient satisfaction survey, because their opinions matter.

 

Let patients know how important it is for them to complete the survey and how much you truly appreciate their taking the time to do it. Even those who truly intended to fill it out on the first try can easily forget, so a gentle nudge can make all the difference.

 

Getting a handle on your online reputation management is a must for attracting new patients. People put a lot of stock in online reviews, so giving current patients a voice can seriously boost your practice.

Technical Dr. Inc.s insight:
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5 Challenges for Advertising Healthcare on Google

5 Challenges for Advertising Healthcare on Google | Online Reputation Management for Doctors | Scoop.it

With 3.5 billion Google searches made every day, there’s no question that businesses need some sort of presence on the world’s most popular search engine to succeed online.

 

And the most efficient way to ensure you have a presence on the search engines is with paid advertising. Advertising healthcare on Google, however, comes with its own set of challenges.

1. You cannot promote certain services and products

The first challenge for healthcare marketers is that certain products and services cannot be advertised at all. For example, Google does not allow advertisements for CBD oil.

 

In some cases, products and services will only reach a limited audience, rather than an ad getting banned altogether. And you can only advertise certain products and services—including pharmaceuticals and addiction treatment centers—in select countries with a special certification from Google.

2. Can’t use certain phrasing

Aside from the products and services you cannot promote, healthcare marketers also must avoid certain phrasing in Google Ads. These phrasing concerns apply to both the ad copy—what appears in the Google search results—and the landing page copy—where people land when they click on the ad.

 

In some cases, Google rejects or takes down advertisements it deems to be against their policies, all of which are outlined here.

 

For example, a low-testosterone clinic would have to be very careful phrasing their advertisements, as Google may consider an ad or associated landing page to be banned adult content. 

3. Must use certain phrasing

Healthcare advertisers must also include certain types of phrasing in advertisements. You cannot guarantee specific results from a product or from your services. On a landing page, when displaying testimonials or before-and-after pictures, it’s important to use phrasing such as “Results vary and are not guaranteed.”

 

Another thing to include on any landing page is ad copy that actually matches or lines up with the landing page copy. Google’s sophisticated algorithms can quickly detect that an ad for vein services leads to a landing page without any information about veins whatsoever. 

4. No retargeting

Google does not allow healthcare marketers to retarget prospective patients with advertising.

 

This means that, if someone visits your website or clicks on your ad, hospitals and practices cannot use display advertising (ads that appear on other sites) to lure that person back in—all due to potential patient privacy concerns. (However, there are other ways to 

That’s why it’s so important to design a landing page for conversions, so that people who click on your ad have an easy way to fill out a form (or call) and express interest in your services. 

5. Competition

When our agency first got started over a decade ago, digital marketing for healthcare was a fairly niche expertise. Today, we are still leaders in our area—but the competition has gotten tough.

 

When you’re advertising on Google Ads, you’ll have to bid strategically, take advantage of negative keywords (the keywords you DON’T want to rank for), and use advertising best practices to get potential patients to visit your landing page and convert. 

Work with a Google Premier Partner

When you work with a Google Premier Partner for your campaigns, you’re partnering with experts who don’t just employ a “set-it-and-forget-it” mentality with your Google Ads. They’ll constantly optimize to get you ahead of the competition and help your landing pages convert. 

 

Better yet, partner with Healthcare Success to work with a healthcare digital advertising agency that knows the challenges specific to healthcare. Call 800-656-0907 for more information.

Technical Dr. Inc.s insight:
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Does SEO Really Matter for Healthcare?

Does SEO Really Matter for Healthcare? | Online Reputation Management for Doctors | Scoop.it

It’s a buzzword you hear any time you talk to someone about visibility for your business’s website. Have you thought about your SEO? 

SEO stands for search engine optimization, and it’s a practice that’s changed drastically over the years. But the purpose remains the same: the term describes the art and science of getting your website to rank towards the top of Google’s search results (or any search engine). 

 

Still, healthcare practices have many ways of advertising their services. That’s why you may be wondering: is SEO truly vital for a healthcare organization?

EO for Healthcare: Why It Matters

The one statistic you need to know about why you should care about SEO for healthcare:

75% of people won’t click past the first page of the search results(Hubspot)

And when it comes to searches on just a mobile device, that number jumps up even higher. People on mobile devices often don’t scroll past the first few results. 

 

Your chances of being seen online drop dramatically when you fall even below the top 3 results for the terms you hope to rank for. And if you’re on page 2, 3, or 4—forget about patients finding your website organically online.

What Types of Healthcare Organizations Should Worry about SEO?

Any healthcare organization can benefit from optimizing their website for the search engines. Patients will research your business online. In fact, the internet is the primary way patients find their doctors today—about 68% of your patients start by checking the search engines.

 

Visibility at the top of the search engines is of vital importance to primary care doctors and urgent care. When patients are in need, they’re likely to search something like “urgent care in Los Angeles” and choose a close, well-reviewed location. 

 

Think specialty practices are exempt? Patients will research a referral online before scheduling an appointment. Depending on their insurance, some may choose their own specialty practice they’ve researched online in lieu of a physician’s referral.

Healthcare SEO May Be More Complicated Than You Think

Healthcare SEO means more than simply including every keyword you may want to rank for on your website. You have to make keywords read naturally, as Google counts readability as an SEO factor. You also have to take steps like optimizing the code on your site and generating quality backlinks pointing to your website to build your credibility in search.

 

Besides, you have to spend time thinking about which keywords are more likely to draw visitors to your website. Think about the user intent of someone landing on your website.

 

If they’re looking for a doctor who might treat a problem they’ve been having, would they search something like “knee replacement surgery,” or would they look for info about “knee injuries?” It’s tough to say until you do the research.

 

Optimizing your website for search engines is not something you can do in a day. It takes quite a bit of time. In fact…

SEO May Not Be the Fastest Way to Rank

Search engine optimization is a slow process. Google won’t simply see the changes you’ve made to your website and move you up to the top of the search engines. It can take months before the needle starts moving significantly in terms of visibility. 

 

It’s also not a one-and-done process. Optimizing your website for search engines takes work. You’ll have to continue to post content or update the content you already have as well as optimize local directories.

 

As an FYI, there are faster ways to get your website seen on the search engines. Paid search results are one way to get people to click on your brand, and these show up instantly (as long as you have digital marketing specialists on your side).

Only Work with Search Engine Optimization Experts

Improving your healthcare website’s SEO value requires a lot of work and time. We don’t recommend doing this yourself or using an amateur to improve your SEO. SEO is changing every day, as Google shifts its algorithms.

 

Experts keep up on the news and know-how to optimize to Google’s ever-changing standards.

 

We also don’t recommend doing this with a company that only offers SEO services. The right strategy combines search engine optimization with whatever other services you need. These may include social media advertising, website design, and traditional media including TV and radio.

Technical Dr. Inc.s insight:
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inquiry@technicaldr.com or 877-910-0004
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How to Ask For a Google Review

How to Ask For a Google Review | Online Reputation Management for Doctors | Scoop.it

How to Ask for a Google Review: 6 Proven Techniques to Use

1. Email

A simple way to reach customers is in their inbox. By delivering a request for a Google review through email, you can easily layout the steps and provide simple links for the customer to do so. All they really need to do is open the email and write a review.

 

The obstacle you may encounter with this technique is cutting through the email inbox clutter. People receive massive amounts of emails per day, so make sure you use email marketing best practices to improve the open rate and click-through rate. Another way to make sure you’re practicing these techniques as effectively as possible is to have specific criteria customers should meet before you send out the email. A great way to figure out which customer is ready to leave a review and which is not is to calculate Net Promoter Scores.

Don’t make your customers hunt for your page to leave a review

Use the Google Review Link Generator. 

2. Social Media

To successfully collect reviews, show up where your customers are hanging out. This may require a bit of audience research. Come up with a list of social media platforms your customers use frequently. This list will probably include platforms Facebook, Instagram, Snapchat, Twitter or Pinterest.

Online users respond to aesthetics. Try creating a well-designed, branded graphic that will catch your customers’ attention. You can post it to Facebook, Instagram stories, Snapchat, etc. The graphic can include steps for leaving a Google review to simplify the process.

3. Ask In-Person

A slightly different approach to take is requesting testimonials face-to-face. Depending on what type of business you run, you might have the opportunity to interact with your customers in person. This can provide a better gauge on whether or not they’re likely to leave you a good review. If they’ve been purchasing from you for a while, or you’ve maintained a strong relationship, this can be an effective strategy. You might say something along the lines of, “You really seem to be enjoying [product/service]. We’ve actually been working on building up our reviews on Google. Would you be open to leaving a review on [product/service]?” If they say yes, have an info card on hand such as the one you created for your social media accounts, that lists out how to do it and is easy for them to hang onto.

4. In-Store Kiosk

It can be difficult to get an in-store customer to take action online, but it can work with the right strategy. An in-store kiosk can be helpful here. By using kiosk mode, you can lock an iPad or another device to one app, so your customers can write a review right in the store if they choose.

5. CTA

Call-to-actions jump out at people on websites, in advertisements, and on landing pages. With the right and design, and the right copy these can be extremely effective. If you decide to run a testimonial campaign, including a CTA at different touchpoints in your website, social media platforms or digital advertisements may increase the likelihood of people writing Google reviews.

6. Boast

Finally, make use of tools available to you. Boast stores all testimonials in one easy-to-access location, and allows you to filter testimonials based on different factors. We’ve written several blog posts outlining different ways to identify people ready to write a review and how to collect more reviews. By using Boast’s automated processes, you can ask the right customers for Google reviews automatically and save time.

Google is an important part of every business in the Information Age, and you can use this essential tool to your advantage. Ask your loyal customers for Google reviews, and you might be surprised at how many are willing to vouch for you. With your good reputation on display, you can use Google and your customer’s loyalty to bring in more business.

 
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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.

 
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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.

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5 reasons your dental practice isn't attracting new patients

5 reasons your dental practice isn't attracting new patients | Online Reputation Management for Doctors | Scoop.it

1. Your dental website is not appearing highly in search

When conducting a Google search, 75 percent of people don’t look past the first page of results, according to Moz. If your dental website isn’t ranking highly in search results, new patients probably aren’t finding it.

 

In fact, 61 percent of marketers cite boosting search engine optimization (SEO) and improving organic presence as their top inbound marketing priority, according to HubSpot. Therefore, the importance of having a robust dental marketing SEO strategy in place cannot be emphasized enough.

2. You have not expanded your dental practice’s web presence

Having a beautiful dental website is important, but you need more than that to attract new patients. Get in front of people by claiming online directory dentist profiles and engaging them on social media.

In 2018, approximately 243.6 million Americans used social media — roughly three-quarters of the U.S. population — according to Statista. Social media for dentists is an important dental marketing strategy because you can get more dental patients by connecting with them on platforms they’re already using.

 

Claiming online directory profiles is also key because patients use these sites to research your dental practice. In fact, 48.8 percent of patients check Google for patient reviews, followed by WebMD (32.8 percent), Yelp (22.8 percent), Healthgrades (21.8 percent), and Facebook (16.8 percent), according to PatientPop.

3. Your dental practice has few patient reviews

Most people (74.6 percent) have looked online to find out about a doctor, a dentist, or medical care, according to PatientPop. In fact, more than three-quarters (69.9 percent) consider a positive online reputation to be very or extremely important.

 

If your dental practice doesn’t have many — or any! — recent patient reviews, this is likely steering people away. Since reviews have become so prominent, people don’t want to schedule an appointment with a dentist they know nothing about.

 

Sending patient satisfaction surveys after each visit is a dental marketing strategy that can help you gain valuable feedback and generate more reviews. Inviting satisfied patients to share their experience on your dental website will give new patients the information needed to feel comfortable making an appointment.

4. You haven’t enabled online scheduling

Picking up the phone to schedule a dental appointment is inconvenient for many modern patients. Finding the time to call a dentist during business hours and waiting on hold can be difficult to fit into a busy schedule. 

 

Consequently, it’s not surprising that 68 percent of patients say they’re more likely to choose a provider who offers online scheduling, according to Accenture. Therefore, if you want to attract more dental patients, consider enabling online scheduling.

5. Patients have to wait too long to be seen by a dentist

When new patients have a toothache or are greatly overdue for a cleaning, they want to be seen by a dentist as soon as possible. However, on average, patients wait 6.8 days before their first appointment with a dentist across all specialties, according to Statista. Eliminate long wait times by saving a few appointment spots for new patients who want to book appointments in the near future.

 

While making this adjustment, take an honest look at your appointment times, as a lack of convenience could also be keeping new patients away.

 

In fact, 56 percent of patients seeking traditional healthcare services cite convenient appointment times as an important factor when choosing a provider, according to Accenture. Making a few small adjustments to your schedule — i.e. opening or closing your office an hour later — can have a noticeable difference.

 

Your dental practice offers outstanding care, so it’s time to stop new patients from missing out. Increasing your dental marketing efforts and making scheduling more convenient are relatively simple changes that offer big results.

 

If you’re willing to invest the time and resources needed for a dental marketing strategy that will put your practice out there, you’ll gain the competitive advantage needed to fill your waiting room with new patients.

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5 proven tactics for long-term healthcare SEO success

5 proven tactics for long-term healthcare SEO success | Online Reputation Management for Doctors | Scoop.it

How to boost your healthcare website’s local search engine ranking

1. Use localized keywords

Incorporating the right keywords throughout your website content is one of the most important elements of healthcare SEO. Start by conducting keyword research to see what your prospective patients search for when looking for a practice like yours.

 

For example, a podiatry practice in Glendale, AZ, might use keyword phrases like [podiatrist glendale], [ankle sprain glendale], and [ingrown toenail glendale]. Just be mindful when choosing keywords, as keyword stuffing — i.e. aimlessly filling a page with keywords in an effort to boost your ranking — can negatively affect your rank.

 

A study conducted by Ahrefs revealed that sites commonly rank for two to three keywords with more than 1,000 searches per month.

 

However, they rarely rank for more than one keyword with more than 10,000 searches per month. Keep this in mind when deciding which keywords — and how many — to weave into copy.

2. Create individual service pages

Your practice offers a variety of services to patients. Make sure each gets the attention it deserves by dedicating a page on your healthcare website to it.

 

This is a crucial element of SEO for doctors because it will allow each page to rank for the specific service noted. It also makes it easier for search engines to crawl your site because it creates a more organized site map.

 

The same rule applies to practices with multiple locations. If your practice has more than one office, boost local search results by creating a separate page for each location.

3. Publish blog posts

Not only does blogging engage your patient base, it’s also an important SEO for medical technique. Crafting informative blog posts on a regular basis takes time, but it’s worth the effort.

 

According to HubSpot, blogging boosts your SEO rank by positioning your site as relevant to patient questions.

 

The company recommends creating evergreen content and repurposing or updating it as needed to keep the information current.

4. Practice backlinking

If you’re not familiar with backlinking, it’s the process of obtaining links from other websites back to your healthcare website. This is important for healthcare SEO because search engines use links to help determine your page rank.

 

In addition to scanning page content, search engines look at the number and quality of links pointing to the page from external websites.

 

Typically, the more high-quality websites that link to your page, the better your chances of scoring a competitive ranking.

5. Optimize page speeds

Site speed has been a Google ranking factor since 2010. It’s not as significant as some other factors — like page relevance — but it’s important to pay attention to all elements that play into your SEO ranking.

 

Google recommends having a time-to-first-byte — i.e. the amount of time the page takes to start loading — of less than 1.3 seconds.

 

A slow page speed also means search engines can crawl fewer pages with their crawl budget, according to Moz.

 

Page speed is also a user experience issue. The average mobile landing page takes approximately 15 seconds to load, according to Google.

 

This isn’t good, considering 53 percent of mobile visitors leave a page with a load speed greater than three seconds.

 

Healthcare SEO isn’t a one-time effort. Long-term success requires an ongoing time commitment — one you can’t afford to ignore. Your website visibility depends on its search engine ranking, so give it the attention it deserves.

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4 Ways Patient Feedback Can Help Improve Your Healthcare Practice

4 Ways Patient Feedback Can Help Improve Your Healthcare Practice | Online Reputation Management for Doctors | Scoop.it

Such is the importance of feedback in a business setting that a person could travel down a seemingly endless rabbit hole at Harvard Business Review on the topics of giving feedback and receiving it — if they were so inclined.

 

Feedback is critical for all healthcare providers to understand how their patients perceive them. This, in turn, helps improve the quality of care and patient satisfaction — and ultimately aids in new patient acquisition and retention. Once all of this is working in a virtuous cycle, healthcare practices will see increased revenue and growth.

 

Here are a few ways patient feedback helps physicians and their practices.

Feedback Helps Providers Understand Patient Wants

Having a clear picture of patient expectations is one of the main reasons why practices should seek feedback. It’s entirely possible that patients expect to schedule appointments online, or that they find bills confusing and the waiting room drab. Perhaps there’s one member of the front office team that is a quiet rockstar who always goes above-and-beyond for patients.

 

Without knowing the likes and dislikes of the entire patient experience — from how patients find your practice and schedule appointments to the care they receive — there is no way for practices to implement changes to better serve patients. Improving patient satisfaction and engagement is the surest way to retain patients.

Patient Feedback Can Help Providers Boost Online Reputation

A positive online reputation can help healthcare practices attract new patients. The opposite is also true: A negative reputation can deter prospective patients from entrusting your practice with their health.

 

Some 85% of consumers trust online reviews as much as they do personal recommendations. This means ensuring that patients who are satisfied with your practice share testimonials on social media or review websites are crucial to success.

 

Asking patients for reviews is easier than you might think. With automated patient feedback surveys, it’s simple to encourage patients to post positive reviews online.

 

Patient Feedback Helps Providers Give Better Care

Physicians typically only have a short window in which to connect, catch-up, and address any and all patient needs. That’s difficult under even the best of circumstances.

 

Without knowing how that patient encounter went — Did you provide the necessary care? The right advice and counsel? Did the patient think you seemed rushed or too focused on the EHR? — you will never be able to step back, assess your performance, and work to improve it for the next time.

 

Providers should always be striving to specifically understand how their performance impacts how patients perceive the quality of care given. This is crucial not just for a practice’s online reputation but especially if and when it begins to take on value-based reimbursements.

Feedback Can Create a Culture of Open Communication and Continuous Improvement

The only constant is change — an appropriate aphorism in today’s healthcare landscape if there ever was one. The best strategy to stay relevant is to build a culture of open communication amongst staff of all levels and continuous improvement where any idea that might benefit the practice is debated.

 

Openly sharing and analyzing feedback given by patients on the performance of the front office and providers is one of the best ways to create the psychological safety inherent of the highest-performing teams.

 

Once that safety amongst teammates is established, constructive dialogues can take place that lead to how the practice’s performance can be improved for the benefit of patients.

 

Patients are the customers of medical practices. Without soliciting feedback from them on your performance, it is almost impossible to improve your business.

 

Feedback, then, is the only foolproof way for physicians and practices to truly become patient-centric.

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8 benefits to investing in paid Dental Advertising

8 benefits to investing in paid Dental Advertising | Online Reputation Management for Doctors | Scoop.it

Patients today make their healthcare decisions online. A PatientPop survey revealed that 74.6 percent of people have looked online to learn more about a doctor, a dentist, or medical care.

 

For the most part, patients are looking for their dental care on Google. Google has 88 percent of the U.S. search engine market share, according to StatCounter.

 

According to Google, one in every 20 searches is health-related, which translates to at least 100 billion health searches a year, according to Search Engine Land.

 

Thus, showing up prominently in Google results is a key marketing priority for any dental practice. Dental ads offer dentists a unique opportunity and competitive advantage in reaching patients who are searching for their services.

 

Read on to learn why paid dental advertising is a good investment for your practice.

How dental ads are different from traditional marketing

1. You control where you rank.

On Google, paid dentist ads appear above organic listings on search engine results pages (SERPs). They look almost identical to organic results but are delineated with the word “Ad” in a green box. Placing a dental ad on search can place you at the top of the search results.

 

This is important because where you rank on Google matters. Generally speaking, the higher you rank, the more clicks you can expect to receive.

 

According to Advanced Web Ranking, the top organic Google result on desktops garners a click-through rate of about 31 percent, the second position receives about 15 percent, and the third position receives almost 10 percent.

2. The results are immediate.

Online advertising for dental practices is the perfect complement to search engine optimization (SEO). It’s important to have a website optimized for SEO, but climbing search results organically is a steady process, and you may not be ranking for all the keywords that you desire.

 

When you place a dental advertisement, you can rank the top of the page for that keyword as soon as your campaign goes live, which can mean an instant boost in traffic and dental patients. This can be an especially good strategy if your website has recently been redesigned, as it can take several months for Google to index your site.

3. You can reach your ideal customer.

Unlike more traditional forms of dentist advertising, placing a dentist advertisement on Google allows you to control who can see your ads, meaning you only market to the people you are trying to attract to your practice.

 

You can select to market only in relevant geography. If you’re a dentist in Brooklyn, for example, you may choose to only market to Brooklyn, rather than all of New York City, depending on your specific goals

4. Place dentist ads on the highest value keywords.

One goal of search dental advertising is to reach patients who are ready to convert (book an appointment). The keywords that patients use when searching for care can show their intent of seeking dental care.

 

For example, a patient searching for [teeth whitening] might just be curious about the process and how it works. They may not be ready to book an appointment just yet.

 

However, patients searching for [affordable teeth whitening near me] are showing their intent to seek dental care soon. This may be a higher value keyword because it’s likely to generate more appointment requests. With paid dental advertising, you can rank specifically for these high-value terms.

5. Payment is tied to results.

Paid search advertising for dental practices works on a payment model called pay-per-click (PPC). This literally means that you only pay when someone clicks on your ad. It doesn’t matter how many people have seen your dental ads.

 

A lot of practices hesitate to spend money on dentist ads, but this pay model makes it a safe marketing investment.

 

Because your ad is targeted to those seeking your specific services, the chance that those clicks become booked appointments is higher than with other dental advertising strategies.

6. The return on investment is highly measurable.

With Google advertisements, you can see everything that’s tied to a click on your ad — from the person’s initial search query to what they did on your website, including whether they booked an appointment or if they called.

 

You can see which of your dental ads are working and which aren’t and calculate exactly what you’re getting in return for your investment.

7. It’s a consistent marketing investment for your practice.

Because you pay per click on your ad, it may feel like something that’s difficult to plan month-to-month. However, after some trial and error and figuring out which of your dental ads work best for you, this form of dental advertising becomes consistent over time and is something that you can plan for in your business.

 

8. You can change your budget at any time.

Paid dental advertising is a flexible form of advertising. You can adjust your budget or start or stop your dental ads at any time. Use online dental ads to serve your marketing needs on a budget and commitment that works best for your practice.

 

PatientPop provides dental practices with an all-in-one solution that helps them expand their web presence, boost their online reputation, and automate their front office.

 

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Did you know that Long Patient Wait Times Costs You?

Did you know that Long Patient Wait Times Costs You? | Online Reputation Management for Doctors | Scoop.it

Patience is a virtue, but patients don’t always feel the need to practice it. And that makes sense; as more practices offer shorter wait times and more one-on-one time with the doctor, why would they want to put up with long patient wait times?

Attitudes towards patient wait times are changing

If you’ve worked in the healthcare field for quite a while, you’ve probably heard the term “healthcare consumerism.” While the term encompasses many different things, the big idea is that patients expect their healthcare experience to be more like a customer service experience.

 

This retail mindset means patients are no longer willing to put up with long wait times at the doctor’s office—just as they wouldn’t wait a half-hour in line at the store to buy an item.

Reasons for shifting patient attitudes

The truth is that patients have never enjoyed long wait times in the office. In many cases, they simply accepted it as the norm.

 

While some offices have always attempted to streamline processes, we all know that practices and hospitals have a reputation for scheduling appointments that rarely begin on time.

 

So what’s different now? Patients have become empowered to take control of the situation. They know that there are other options out there. And while they may not be able to turn back the clock and choose another office, they can prevent other people from making the same mistake.

Your reputation is on the line

Wouldn’t it be great if a doctor or hospital’s reputation was based solely on their professional merits? Of course, you strive to provide the best level of healthcare you can. But in this day and age, that’s not enough to earn a strong patient referral.

 

And patient referrals are not just limited to someone’s family and friends. A recent Vitals study showed that healthcare facilities with long wait times tend to receive much poorer reviews than those with shorter waits.

 

The highest reviewed practices had average wait times of 13 minutes, while those receiving low star ratings had wait times of 34 minutes.

Patient reviews have greater reach than ever before

90% of patients have researched a doctor or hospital before visiting. Chances are high that most of your patients have looked you up online. They may have been pleased with your reviews, or they may have decided you were worth a shot despite them—but after a visit, they could change their mind.

 

This fact is not just limited to primary care. Even patients who receive a referral from another doctor are likely to research that referral online. And if they don’t like what they see, they may seek out a second option.

Your competition is changing

Depending on your area of specialty, the competition surrounding your practice or hospital is likely a lot different than it was just 10 or 15 years ago.

 

Primary care doctors and some other specialties are competing with urgent care clinics, including those in retail locations like a CVS. Urgent care clinics now compete with telehealth apps on mobile devices.

 

If you want to keep patients in your practice or hospital, you have to create an experience of care that keeps them coming back and is competitive with these modern healthcare environments.

Losing a patient is expensive

According to Vitals, 30% of patients have simply left a doctor’s office because they were dissatisfied with the wait time.

 

In some cases, the cost of acquiring a new patient can be a couple hundred dollars—worth it when you consider the lifetime value of that patient, but not if you lose them!

 

And when one patient leaves, you miss out on the opportunity for several more patients. This includes their family and friends and, of course, several people reading your negative reviews.

What can you do to reduce the wait?

It may be time for an audit of your systems and processes. Think about what you could do to really streamline appointments and make sure everyone is in and out in as little time as possible. Could you…

  • Automate check-ins or keep these online?
  • Keep better estimates of the amount of time needed for certain times of appointments?
  • Text patients when you’re running behind and allow them the option to reschedule?

 

Best of all, listen to your patients and their needs. Even if you fall behind in scheduling, your patients will appreciate transparency and your willingness to fix the issues over time.

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How to Respond To Negative And Positive Patient Reviews [The HIPAA Compliant Way]

How to Respond To Negative And Positive Patient Reviews [The HIPAA Compliant Way] | Online Reputation Management for Doctors | Scoop.it

Even though patient reviews have a critical role to play in the success of your healthcare practice, they don't work in solitude. They are a conversation initiated by one of your patients that asks for your participation to present your side on the matter. You would provide the final viewpoint on the situation.

 

Not responding to a negative review will give the impression that you don’t listen to what your unhappy patients have to say and aren’t proactively addressing areas where you may be struggling. Whereas, not responding to positive reviews can make you look like you only care to address patients when there’s a damage to your reputation. In both cases, it will be your reputation that suffers.

 

When responding to your patients’ reviews, it’s important to comply with HIPAA regulations. HIPAA compliant review responses keeps you safe from any data privacy-related troubles. Data privacy is a big violation that can bring unnecessary financial and legal problems.

How to Respond to Negative Patient Reviews

Negative reviews are not always a bad thing. In fact, you need a few negative reviews from your patients. Replying to a few negative reviews appropriately can help draw attention toward your business’s positive qualities. Think of this concept as quality control.

 

When you see a negative review, don't immediately write a response. It's better to take a short break, analyze the situation, think of a strategy, and then write your response. Below are the “do’s and don’ts” of responding to negative reviews:

Do Not Even Think of Ignoring Them

When patients are irate, it’s natural for them to sound more dramatic while writing reviews. They’re upset and want the world to know about it. Take it with a grain of salt and never take it personally. However, do not ignore negative reviews.

According to a study, the majority (65%) of patients said that it's highly expected of doctors to respond to patient reviews. Responding shows that you take patient feedback seriously and are committed to improving the patient experience. The key here is to be understanding and sincere.

See if the Review Violates Terms and Conditions of the Website

Another thing to do before you respond is to check if the review is violating the terms and guidelines of the review website. If the review turns out to be objectionable, such as written by someone else, promotional in nature, sexually explicit, contains third-party names, harasses, abuses, or threatens to harm, etc., you can simply “flag” or “report” it. Let the review site know about it so they can investigate it and consider taking it down. Consider writing to the review site. However, remember that they are inundated with these requests and may not get back to you for weeks or months.

If the review is not objectionable and it correctly points out your fault, it's your responsibility to think of a strategy to respond to it.

Here's what you should keep in mind while responding to a negative patient review:

 

Examine the situation: Analyze the situation from all perspectives; the patient's point of view, the legal point of view, and the public point of view. After analysis, consider a professional HIPAA compliant response that not only solves your patient's concerns but also minimizes the damage to your reputation.

 

Begin with an apology: Even if you don't recognize your patient's claims, start your response with an apologetic and sympathetic tone. Next, explain your stance on the matter and let your patients know that you're serious about listening to their concerns. For example – “We are sorry to learn about your bad experience. However, this is not something that goes with our standards. Our representative will connect with you to learn more about it."

 

Passively market your service USPs: There is no harm in providing a little bit of extra information that explains what your patients usually experience. This will insert a little bit of marketing in your response to the bad review. For example – “We are normally known for our exceptional attention to detail, and we regret that we missed the mark.”

 

Note: Don't include your practice name or relevant search terms, like category and location, in your response as it can make your negative patient review appear in the relevant search results.

 

  1. Keep it anonymous: Make sure that your team responding to patients' reviews is aware of the HIPAA guidelines. HIPAA requires providers to respond to patient reviews without disclosing the patient's identity and/or their personal health information; such as, but not limited to, phone number, email address, appointment dates or times, diagnosis or test results. Failure of HIPAA compliance can invite hefty fines and even court-related troubles.
  2. Offer to move the conversation offline: Provide contact information of someone at your practice whom unhappy patients can contact to discuss their problem in person. For example – "Hi! My name is [name], and I'm the [provider/practice manager] at our practice. If you'd like to discuss this further, please call me at [phone number] or email at [email address] during regular business hours."

How to Respond To Positive Patient Reviews

Just because positive reviews don't cause any trouble (if they are genuine), should you just sit on them and do nothing? Absolutely not. First, that would be like ignoring someone when they give you a compliment, and secondly, don't you think you should amplify the goodwill using those positive reviews? Obviously, yes! Also, it's a great way to spread positive messages about your brand’s online reputation!

The good news is there are a few best practices and guidelines to follow when it comes to positive reviews; these are very important to remember.

Here’s how to respond to positive patient reviews, the HIPAA compliant way:

  1. Start with 'thanks’: Just like you start off with an apology in case of a negative review, you should also thank your reviewer when they praise you. Example – “Hi! Thank you so much for your kind words. We appreciate you taking the time to share your great experience!"
  2. Keep it ambiguous: While thanking, don't use phrases like, "It was great to see you," or "Thank you for visiting the office." Such phrases sound more declaring or affirming and may be used against you for indirectly exposing the identity and actions of a patient.
  3. Boldly market your practice: Inserting your business name, category, location, and your service-related keywords may help these positive conversations, about your brand, appear in the relevant Google search results. For example – “The team here at [your practice name] are delighted to hear your feedback, and we're proud to be the most trusted [service category] provider in [location name].”

Tips to Get the Most Out of Positive Patient Reviews

  1. Amplify it on social media: You should amplify all positive reviews through social media. Try using a graphics tool like Canva or PicMonkey to create engaging graphics of your testimonials and share across social media. Make sure to cross-promote the testimonials on all social channels you’re active on. This is known as social proof.
  2. Promote it on your website: You can also create a separate testimonial page on your site and showcase positive patient reviews for promotion. Doing so will also help your page get better search engine rankings.

 

Note: To get the most out of positive patient reviews, you should strive to get more overall positive reviews.

 

Incentivizing reviews isn't a great option, it's not ethical, and most review sites don't approve of it. However, you can always ask and facilitate your patients to write reviews in an ethical manner.

Handling patient reviews requires time and effort and an understanding of the policies. It's one of the significant tasks under healthcare online reputation management.

Technical Dr. Inc.s insight:
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What Makes a Website Trustworthy? 5 Factors That Make or Break Trust Online

What Makes a Website Trustworthy? 5 Factors That Make or Break Trust Online | Online Reputation Management for Doctors | Scoop.it

Today more than ever before, trust is an issue online. Users are rightfully concerned about whether the information they’re reading is accurate if their personal information is secure, or how their browsing habits are observed and used. But what makes a website trustworthy? How do users decide which websites are accurate, secure, and ethical? And does this work?

5 Factors that Make or Break Trust Online

1. The URL

Your web address—your URL—is one of the first and most obvious indicators that makes a website trustworthy in users’ minds. A website’s URL explains, in part, where information comes from or what organization the website is associated with. For example, from their URL alone we know that the Stanford Persuasive Technology Lab (https://credibility.stanford.edu/) is associated with Stanford University (https://www.stanford.edu/).

 

Each person’s assessment of a URL happens quickly; they decide whether to click on a link or trust a site in an instant. So what makes some URLs and therefore some websites more trustworthy?

 

  • Recognition: If a user has heard of or used the URL before, they are more likely to trust it. Though this can be helpful, as popular websites often have some benefits over others, this can be a problem; what is popular is not always safe or trustworthy.

 

  • Simplicity: URLs with many layers are more easily forgotten and they are harder for users to interpret or understand. What is misunderstood is often mistrusted.

 

  • Authority: Some URLs which are commonly associated with governments, universities or other high-authority institutions are more easily trusted (.gov or .edu, for example). Since these organizations are usually concerned with public education and safety, this is generally a good practice, though it should not be the only factor.

 

  • Security: To be secure, a website should have at least an SSL certificate. This protects users with a layer of encryption and puts the “s” in Https. As of 2018, Google flagged any sites without an SSL certificate with a red “Not Secure” icon by their URL.

2. Social Proof: Testimonials and Reviews

We are all innately social creatures, and we instinctively watch what those around us are doing to see what the best course of action is. This is the effect of social proof; we trust what others trust. This is also part of what makes a website trustworthy.

 

Social proof can occur in many ways. As previously mentioned, when more people use and are familiar with a particular web address, that site becomes more trustworthy. However, a site doesn’t have to be a household name like Google or Amazon to benefit from social proof. Testimonials, reviews, and case studies are all types of social proof. When new users see that the site has worked for others, they are more likely to trust it.

 

For this to be successful, the testimonials, reviews or other signs of approval must be authentic and reliable. Users have known long before the internet that endorsements aren’t always real and reviews can easily be made-up. Video testimonials are one of the best ways to showcase authentic reviews, simply because videos are much harder to fake or steal than text or pictures alone.

3. Social Approval: Star Ratings and Endorsements

Even sites without their own user testimonials can leverage the effects of social proof. Showcasing a star rating gives new site visitors an indication of quality, even if they have never heard of the site before. Many sites use a widget or app to carry over star ratings from Amazon, Yelp, or other sites in their niche, or they may simply display an image and a link to the page. Magazines, blogs, books, movies and other media showcase star ratings from known publications or reviewers. Many products use endorsements from celebrities or experts in their field. Businesses will showcase their high-profile clients on a case studies page or on their homepage.

This makes a website more trustworthy by borrowing authority and familiarity from other websites, people, or brands. Though users may not be familiar with a particular website, seeing high reviews from someone or something they do know gives them some security.

4. Current, Readable Design

Sites that are difficult to follow, read, understand or are simply unappealing will not inspire trust. Though a site’s outward appearance shouldn’t necessarily reflect how reliable, ethical, or accurate it is, this connection definitely occurs in visitors’ minds. This is due to several factors;

  • Outdated site designs make users think the information isn’t current and therefore may be inaccurate or unreliable.
  • Sites with unclear text, capital letters, errors or other problems indicate spam and other online hazards.
  • The bad design shows negligence and users wonder if the site owners are also negligent about security, customer service, or information accuracy.

It is ideal to have a site designed especially for you by a professional. If this isn’t possible, use a clean, legible format from a template. Update your site information on a regular schedule and display the date when it was edited.

5. Transparency

To make a website trustworthy, users should be able to follow the path of information and verify it. There should be no secrets about where information comes from, who posted it, or why it’s there. Maintaining absolute transparency is one of the best ways to make a website trustworthy. Transparency means making the following information known or easy to access. If it isn’t, users can and should wonder what you’re hiding and why.

  • The people or company behind the website
  • Content authors
  • How the website or organization is funded
  • The website’s or organization’s mission or goals
  • Contact information
  • How a product or service works

 

Does your website deserve visitors’ and consumers’ trust, but it isn’t seen as trustworthy? Some of these aspects, like parts of your URL, you cannot completely control, but there are changes that you can make to make your website more trustworthy. Try making these changes to make your site more secure, recognizable, authoritative and transparent. Remember, gaining trust doesn’t happen overnight, but visitors will recognize businesses and individuals that operate with ethics and care.

 
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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.

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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.

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Five Online Reputation Management Strategies for Physicians | Physicians Practice

Five Online Reputation Management Strategies for Physicians | Physicians Practice | 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.

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