Tag Archives | customer service
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 […]

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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 […]

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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 […]

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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 […]

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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 […]

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customer service, brand advocate, customer loyalty

Customer Service Conundrum: Why Good Outcomes Can Be Bad for Business

On the surface, it seems so simple: If a patient has a good experience with your practice, it should be a no-brainer that she’d come back when considering subsequent treatments and/or recommend your practice to others. But as the old Gershwin tune puts it, it ain’t necessarily so. According to a new study from Optus, […]

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online reviews, customer service, responsive company,

Online Reviews: Even More Valuable than You Think

As we noted the other day, more and more doctors are beginning to recognize the value of online reviews. But that’s just the beginning: to truly unlock the power of those online testimonials takes a deeper understanding of the way reviews actually work, a subject the folks at Bazaarvoice.com have given a lot of thought. […]

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leads, infographic, customer service

Infographic Friday: Heat Up Your Marketing with Good Lead Management

Ahhh, summer. The kids are out of school, beaches are beckoning and nobody really wants to work. But just because people have mentally checked out is no reason businesses should get lazy about their marketing. That’s especially true for doctors for the simple reason that aesthetic consumers who are exploring their options now are doing […]

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customer service, infographic, patient-centered marketing, loyalty

Infographic Friday: Getting to Yes with Customer Service

It’s wedding season, which means brides-to-be are primping, wacky wedding videos are making the rounds and celebrity magazines are all agog over the conscious coupling of Kim Kardashian and Kanye West, aka “Kimye.” Considering the theme of the season, it’s also a good time to take a good look at your “relationships” with potential patients, […]

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patient-centered care, consumerization

The 8 Dimensions of Patient-centered Care

Imagine for a moment that you’re in your waiting room and a woman you’ve never seen before walks in the door. What’s the first thought that comes to mind? Potential patient? New client? Healthcare consumer? The fact is, these days, she (or he) is all of the above — a patient seeking medical care, a […]

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online reviews, reputation management

Seeing Stars: 3 Misconceptions about Online Reviews

It’s amazing that, in this day and age, so many businesses still don’t understand the realities of online reviews. Case in point: A company that, according to the Salt Lake Tribune, went after a local couple for $3,500 for posting a negative review about the service they received. The result? Not only did a federal […]

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infographic, customer service, social media, online reviews

Infographic Friday: Protect Your Practice with Social Customer Service

The typical Botox treatment will last 3–6 months; Juvederm, 6 months or more depending on where it’s injected. The effects of a bad customer service experience? A lot longer than that. In fact, as this infographic from Zendesk suggests, a significant proportion (39%) of people will avoid using a company for 2 or more years […]

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patients, personas, customer service

Look Who’s Talking: Patient Personas Can Provide Invaluable Insights

Consumers are like snowflakes: no two are alike but there are definitely recurring patterns among them. Ascertain the type of person you’re dealing with and you stand a much better chance of transforming them from a curious prospect into a happy client. One way to do that, says Rachel Honig of Shankman|Honig, is to create […]

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infogrraphic, lead management

Infographic Friday: Are You Scaring Off New Patients with Monstrous Lead Management?

Vampires, zombies and ghosts, oh my. Another Halloween has come and gone but the seasonal scare-fest still serves as a timely reminder that you don’t need a fright wig or face paint to scare off new customers. Poor lead management, in fact, has probably killed off so much new business it could probably spawn a […]

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loyalty, patients, ROI

Infographic Friday: A Loyal Patient Is a Doctor’s Best Friend

When it comes to creating customer loyalty, some businesses have it easy: a punch card for a free meal at the local fast-food joint, miles or points for airlines’ frequent fliers or free shipping for regular users of Amazon.com and countless other e-commerce sites. Doctors, not so much. Needless to say, offering punch cards for […]

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retention marketing, ROI, existing customers, repeat business

Keep in Touch: New Patients are Nice but Current Ones are the Key to a Better ROI

If you’re like many aesthetic professionals, you probably spend a hefty chunk of your marketing budget trying to acquire new patients. In fact, you may be spending too much. Don’t get us wrong — you definitely should be investing time, energy and money into turning high-intent consumers into new patients. However, focusing exclusively on doing […]

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5 Ways to Transform Consumer Inquiries into New Patients

So, you’ve updated the content on your blog, sent out your email newsletter and answered questions on RealSelf.com. Thanks to your hard work, an aesthetic consumer makes contact via phone or email — now what? Sadly, too many doctors think marketing ends with that initial contact when, in fact, it’s time to kick it up […]

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customer service, social media

Social Media and the Squeaky Wheel of Customer Service

Unless you’ve been living in a cave, you already know that social media plays a major role in connecting with aesthetic consumers before they choose a doctor. New research, however, is showing that it’s also becoming increasingly important after the fact in terms of providing customer service and generating loyalty. According to a new study […]

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online reviews, reputation management

What Happens When You Don’t Respond to Online Reviews?

While many doctors still believe that responding to online reviews is a risky endeavor, the fact is that not responding can be far more hazardous to your practice health. Consider the following a cautionary tale complete with good advice on how easily it could have turned out otherwise. As she explained in a recent blog […]

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social media, complaints, online reviews

Infographic Friday: Don’t Let Social Complainers Spoil Your Day

You can satisfy some of the people all of the time and all of the people some of the time, but you can’t satisfy all of the people all of the time. OK, so Abraham Lincoln never said that but if the 16th president had had to deal with consumers venting their dissatisfaction via social media, […]

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