Tag Archives | customer service
patient experience, online reviews, search, seo, healthcare marketing

What Aesthetic Practices Can Learn from Urgent Care Clinics

Cosmetic surgery and urgent care: When it comes to patients’ decision journeys, you’d be hard-pressed to find two sectors that are more dissimilar. Re: the former, it’s not uncommon for patients to spend weeks, months, or years researching their options; for the latter, that “research” often boils down to jumping in the car and heading for […]

Read full story Comments { 0 }
patient experience, customer service, branding

Study: 81% of Patients Are Unsatisfied with their Healthcare Experiences. Are Yours among Them?

Think your practice provides a great patient experience? You might want to revisit the question. According to a recent study by Prophet and GE Healthcare Camden Group, 81% of consumers surveyed indicate they are unsatisfied with their healthcare experience. That’s a lot of unhappy patients, which, by extension, makes it highly likely that many providers […]

Read full story Comments { 0 }
infographic, self scheduling, online appointment setting

Infographic Friday: Self-scheduling May Spell the Difference between Lookers and Bookers

Look out Appointy, Zocdoc, and pretty much every other appointment-setting app or service out there. With Facebook and Microsoft’s Office 365 joining forces on a competing, completely integrated service, self-scheduling is going mainstream. The new feature allows business owners to accept customer appointments on their Facebook Page, via an added “Book Now” button, writes Sarah Perez of TechCrunch. […]

Read full story Comments { 1 }
customer service, healthcare, loyalty, word of mouth

Infographic Friday: Customer Service — It’s not just for Hotels and Stores Anymore

No one ever chose a medical practice simply because staff members returned calls quickly or greeted them warmly when they walked in the door. But that’s no reason to get complacent about good customer service: Fail to provide it and you just make it that much easier for them to choose a competing one. The […]

Read full story Comments { 0 }
hipaa, phi, negative review, reputation management

Responding to Negative Reviews, Part IV: 20 Years of HIPAA and They Said What?!?

With apologies to The Beatles, it was 20 years ago today (okay, Sunday) that President Clinton signed Public Law 104-191, better known as the Health Insurance Portability and Accountability Act, or HIPAA. Although the law addressed a multitude of issues, it’s safe to say that the most relevant requirements for most providers is spelled out […]

Read full story Comments { 0 }
reducing friction, healthcare marketing, practice website, self-scheduling

Eliminating Friction: 4 Ways to Facilitate More Patient Contacts

Picture for a moment a potential patient who has decided to book a consultation with your practice. If she’s like most people, chances are that she’s going to have to work that appointment into a day that’s more juggling act than mere schedule. For example: If she has a job, she had to arrange time […]

Read full story Comments { 0 }
authenticity, branding, reputation management

The Authentic Practice: 3 Steps to Better Engagement with Aesthetic Consumers

Authenticity (au·then·tic·i·ty):  According to Webster’s, it’s “the quality of being authentic.” Well, that doesn’t say much, now does it? Nor is it likely to provide any insights on how to demonstrate that you possess it. And while aesthetic consumers are obviously interested in your medical training and surgical skills, the fact remains that they also want […]

Read full story Comments { 0 }
harris poll, wait time, medical marketing, online access, patient satisfaction

Harris Poll: Patients Want Online Access, Proactive Communication and Shorter Wait Times

Somebody’s doing something right: According to a recent Harris Poll, patients’ satisfaction with their doctor visits is rising, although there’s still room for improvement. First the good news: Among those who have visited a doctor’s office in the past year 88% reported that they were satisfied with their last visit, up five points from a […]

Read full story Comments { 0 }
social, customer service, patient privacy

Social Customer Service: Are You Nordstrom or Walmart?

If you’re like many aesthetic professionals, you probably don’t use Twitter all that much. Let’s face it, it’s tough to discuss complex subjects like cosmetic surgery or form a connection with potential patients in 140 characters. But that doesn’t mean you should ignore the micro-blogging site. If nothing else, it gives you another way to […]

Read full story Comments { 0 }
customer service, patient satisfaction, aesthetic marketing

Customer Dis-service: When Great Medical Care Isn’t Enough

Quick, if someone were to ask you what sort of services your practice provides, what would you say? Cosmetic services? Aesthetic services? A variety of services for the skin, face and body? Chances are you wouldn’t say “customer service.” And yet, the fact is that customer service plays an increasingly important role in determining how […]

Read full story Comments { 0 }
myth, healthcare consumerism, marketing

3 Myths about Healthcare Consumerism — and How to Overcome Them

             Patient:  a person receiving care or treatment, especially from a doctor              Consumer: a person who buys goods or services for personal use With the 2010s now more than half over, there’s no escaping the fact that the two cohorts above are increasingly one […]

Read full story Comments { 1 }
unsatisfied patient, aesthetic marketing, loyalty

What Patients Really Want, Part III: Ensuring the Answer Isn’t another Doctor

By now, it should be clear that patients expect more than just excellent care: They want doctors to truly understand them; they want to be safe, respected, and involved in the process, and they base their level of satisfaction on a larger range of factors than you might think. And when they don’t get what […]

Read full story Comments { 0 }
what patients want, healthcare marketing, feel safe, feel important, feel cared for, empowered

What Patients Really Want, Part II: 3 Factors that Determine Whether They’re Satisfied or Not

Satisfaction: According to Webster, it refers to “anything that brings gratification, pleasure, or contentment.” According to patients, it’s more complicated than that. Sure, a new nose or smoother brow can provide all of the above but people today want and expect more from their healthcare experiences. Great outcomes aside, they want doctors to do a […]

Read full story Comments { 0 }
what patients want, medical marketing, empowered patient

What Patients Really Want: 5 Traits that Today’s Patients Demand from their Doctors

Long before a potential patient walks into your practice, there’s a good chance she knows all about you: She’s looked at your bio, she’s viewed your before and after gallery, and she’s read reviews from current and former patients who confide everything from their surgical results to your bedside manner. On the other hand, you […]

Read full story Comments { 1 }
leads, internet leads, lead management

It Ain’t Over ‘til It’s Over: Best Practices for Better Lead Management, Part II

As noted in a recent post, many practices are missing out on new business by being slow to respond to Internet leads. For one thing, such inquiries go cold quickly; for another, many patients reach out to several providers at once, following up with whoever responds first. But being first to respond is only half […]

Read full story Comments { 0 }
social media, dos and donts, online reviews

Infographic Friday: The Dos and Don’ts of Social Media, Complaints and Compliments Edition

As previously discussed, social media presents special challenges for doctors that most other businesses don’t have to face. After all, the restaurant down the street doesn’t have to worry about maintaining customer privacy and no hotel ever faced a lawsuit for violating HIPAA. Needless to say, things get even more challenging when you move from […]

Read full story Comments { 0 }
valentine's day, brand love

Valentine’s Advice: The 8 Stages of Brand Love

With the most romantic day of the year just a few days away, it’s worth asking: Are you feeling the love from aesthetic consumers? It’s not an esoteric question, suggests Tim Halloran, president of Atlanta-based Brand Illumination, because, just as with people, businesses that foster love from their customers tend to be “happier” than those […]

Read full story Comments { 0 }
branding, expectations, engagement, loyalty

5 Pillars of Patient Engagement and Long-term Loyalty

The first step in exceeding your customer’s expectations is to know those expectations. —  Roy H. Williams Sounds obvious, right? And yet, if my daily mail — electronic and otherwise — is any indication, far too many companies still don’t get it. Day after day, they push messages that tout their services without a clue […]

Read full story Comments { 0 }
customer service, social media, twitter, facebook

Customer Service III: Don’t Let the Social Media “Phone” Go Unanswered

If you’re like a lot of doctors, you’ve probably found yourself wondering if maintaining a presence on the major social networks is really worth the effort. After all, recent changes at Facebook mean you’re probably reaching fewer fans and you certainly can’t describe intensive subjects like cosmetic surgery — or your practice values — in […]

Read full story Comments { 0 }
customer service

Customer Service, Part II: What Customers Do When You Don’t Do Well

As previously noted, providing customer service that only qualifies as “good” is rarely enough to turn patients into repeat customers and brand advocates. For that, you need to provide outstanding customer service. But while it’s easy enough to quibble about how many degrees of separation there are between good and outstanding, there’s no need to […]

Read full story Comments { 1 }