Tag Archives | online reviews
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 […]

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reputation management, online reviews

Responding to Negative Reviews III: Sometimes the Best Response Is to Change the Conversation

Let’s face it. Having done your best to help a patient, you have every right to be dismayed when you discover they’ve posted a scathing online review. As previous posts have noted, there are appropriate ways to respond to them and inappropriate ways to respond, but sometimes, the best response is to bite your tongue […]

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Responding to Negative Reviews, Revisited: 5 Ways to Avoid Bad Publicity

As noted in last week’s post, filing a lawsuit over a negative review — either to silence an unhappy patient or to pursue damages for defamation — is rarely a good idea. Costly, difficult to prosecute and, in some cases, prohibited by law, such suits can turn a one-time, one-off event into an ongoing crisis […]

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yelp, online review, lawsuit, slapp, reputation management

Responding to Negative Reviews: Don’t Get SLAPPED by Filing Suit

To sue or not to sue, that is the question. When the issue at hand is an online review of your practice, the answer is almost always no. Barring highly specific and hard-to-prove circumstances, heading to court to contest a negative review can often do more harm than good. The latest case in point? Dr. […]

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millennials, aesthetic marketing, cosmetic surgery

Healthcare for the Ages, Part I: 5 Tips for Connecting with Millennials

These days, it seems you can’t open a magazine without reading an article about Millennials: They’re glued to their phones, they’re addicted to social media and they’re, well, you get the picture. In fact, you’d be hard-pressed to find a demographic that’s been subjected to more generational generalizations. Such articles are interesting, as far as […]

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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 […]

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online reviews, search, seo, reputation

Infographic Friday: Harnessing the Hidden Power of Online Reviews

If you’ve been in practice for any length of time, you already know that the insights your patients share online are the modern-day equivalent of personal referrals. And because they’re easily shared with countless others, rather than one-on-one, their reach is potentially unlimited. To borrow the familiar line about social media, online reviews really are […]

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earned media, online reviews, social media

3 Ways Earned Media Can Jumpstart New Business

People influence people. Nothing influences people more than a recommendation from a trusted friend. A trusted referral influences people more than the best broadcast message. — Mark Zuckerberg It’s been seven years since the founder of Facebook uttered those words and it’s safe to say that they continue to ring true today. When people are […]

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ideal doctor, aesthetic marketing, board certification, cosmetic surgery

The Aesthetic Consumer Decision Journey, Part II: The Path to the Ideal Doctor

As previously noted, the decision journey aesthetic consumers undertake is long, non-linear and, initially at least, focused more on possible options (e.g., procedures) than potential providers. It’s not, however, an all-or-nothing affair as the research people conduct on their aesthetic concerns inevitably exposes them to providers who can resolve them. A lot of providers, which is why […]

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consumer decision journey, aesthetic consumer, realself

The Aesthetic Consumer Decision Journey, Part I: The Procedure Is Paramount

By now, you’re probably familiar with the term “consumer decision journey,” the Internet-driven idea that today’s connected consumers take a long and often non-linear path from determining a need to choosing the business that’s going to help them resolve it. Gathering information from multiple sources along the way — search results, social conversations, reviews from […]

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vanity metrics, fake reviews, authenticity

Keepin’ It Real: You Can’t Build an Authentic Business on Fake Reviews

Have you heard about the Freakin’ Awesome Karaoke Express? Based in San Francisco, it’s essentially a karaoke bar on wheels, a mobile sound system that promises to make your next party a sing-along sensation. There’s just one problem: It doesn’t exist. As the project’s acronym — F.A.K.E. — should make clear, it isn’t real. Instead, it’s […]

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healthcare marketing, social media, healthcare consumer

Infographic Friday: Get Ahead by Bridging the Gap of Social Engagement

You’ve no doubt heard the phrase ‘follow the money,’ but when it comes to marketing your practice, the more appropriate approach is to ‘follow the patients.’ That’s especially true as more people spend more time researching their healthcare options online and incorporating social content into their decision-making process. It’s a trend that doctors would be […]

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online reviews, healthcare marketing

Online Health, Part III: Online Reviews Are More Important than Ever

Between healthcare websites that consumers don’t find helpful and social networks that don’t deliver on their promises of engagement, it’s not surprising that some doctors find maintaining an effective online presence challenging. You work hard to share your expertise only to be greeted with… crickets (aka silence). The solution? Instead of going it alone, let […]

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data, online reviews, aesthetic consumer

Playing the Percentages: Online Reviews by the Numbers

Actions speak louder than words; numbers don’t lie, and data is a doctor’s best friend when determining a marketing strategy. Case in point: Online reviews, where people’s actions have the power to make or break a doctor’s reputation; the numbers add up to enhance it, and the data provide insights on how a practice can benefit from […]

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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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tattoo removal, picosure, realself, tattoo regret

Tattoo Trends: More Ink Could Mean More Requests for Removal

Regrets — like Frank Sinatra, it seems that people who have gotten tattoos have had a few. A poorly rendered image, a career change or the name of a former lover — if the tattoo-removal reviews on RealSelf are any indication, the reasons for “tattoo regret” are as varied as the people who pursue it. […]

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practice website, traffic, seo, content, google, search, rank

5 Ways to Generate More Traffic on Your Practice Website, Part II

As a busy aesthetic professional, you probably have neither the time nor the inclination to delve deeply into the technical factors that influence how well your practice website ranks when people are researching cosmetic surgery. And that’s okay. As discussed last week, the good news is that there are some simple things you can do […]

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aesthetic consumer, healthcare marketing, online reviews, future, 2020

2020 Foresight: 4 Trends that Are Redefining How Patients Find and Choose their Doctors

It’s not as far off as you think. In less than 5 years, the calendar will hit the year 2020, a mind-boggling bit of information for those of us who’ve been around the block a few times. In fact, if the dizzying rate of change over the last several years is any indication, there’s a […]

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online reviews, star ratings, realself, medical marketing

There’s More to Online Reviews than Great Ratings (and other Secrets)

By now, there’s no denying the role online reviews play in people’s healthcare decisions. As noted earlier this week, almost one-half (45%) of consumers have viewed provider ratings/reviews before and nearly 1 in 3 (30%) do so as the first step in their search for a doctor. Those are some impressive statistics but the fact is […]

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online reviews, transparency,

Online Reviews, Digital Consumers and the ‘Engine of Transparency’

You don’t have to be Jeff Bezos or Angie Hicks (Angie’s List) to understand the role the digital experience plays in people’s purchase decisions. Whether it’s household items or contractor services, the most essential component in choosing one product or service over another has become the ability to know about it before the point of […]

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