Tag Archives | reputation management
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 […]

Read full story Comments { 1 }
online reviews, reputation management, patients, software advice

What Do Patients Want? Online Reviews Reveal Their Secrets

Funny thing about online reviews. While many doctors think they’re all about their own expertise and the resulting outcomes, aesthetic consumers know otherwise. Encompassing everything from initial visits to post-care follow-up, consumers view reviews more holistically, using them to not only monitor their own experiences more fully but also provide helpful guidance for others. Including doctors. After […]

Read full story Comments { 0 }
social proof, online review, testimonial

Enhance Your Online Reputation with Social Proof

A funny thing happened at the mall the other day. I was sitting in the food court, nursing a cup of coffee and watching scores of shoppers as they decided between a pair of competing takeout joints. The one on the left was jammed, its offerings all but obscured by a line that was probably […]

Read full story Comments { 2 }
online review, reputation management, authenticity, fake review

Don’t Let “Rave” Reviews Ruin Your Reputation

Conventional wisdom has it that great reviews can make your business but if a recent article in The New York Times is any indication, they could also break it. Along the way, the story offers a cautionary tale to anyone who has ever been tempted to plant a fake rave review. As the Times’ Haggler […]

Read full story Comments { 0 }
online reviews, non-disparagement provision

When It Comes to Online Reviews, Non-disparagement Clauses Get Two Thumbs Down

It probably seemed like a good idea at the time. In an effort to forestall negative reviews, a doctor or dentist requires potential patients to sign a form limiting or prohibiting them from posting negative online comments. The reality is that utilizing such “non-disparagement” contracts is not just a bad idea. If recent developments are […]

Read full story Comments { 0 }
content, rational, emotional, decision journey

Decisions, Decisions: It’s OK to Get Emotional

Logic, rationality and dispassionate analysis: In the OR, they form the basis for good medical care and the best possible outcomes. In the outside world where potential patients actively decide who will provide their care, they’re not nearly enough. The fact is that all major “buying” decisions involve both rational and emotional elements and marketing […]

Read full story Comments { 0 }
trust, authenticity, reputation management, online reviews

Who Can You Trust? With Online Reviews, Authenticity Is Everything

Depending on who you talk to the launch of the new iPhone 6 is either the greatest thing since the telegraph or proof positive that Apple is no longer the innovative company it once was. Mostly, it’s a matter of opinion — or more precisely opinions since a Google search for “iPhone 6 review” on […]

Read full story Comments { 0 }
digital transformation, consumer decision journey

Digital Patients Are Different and Disruptive — and They’re Defining the Future

As a principal analyst at Altimeter Group, Brian Solis is an expert on the disruptive power of technology and how companies that embrace that change can excel in reaching today’s connected consumer. When he speaks — or more accurately writes about the subject as he recently did in “The State of Digital Transformation” — it’s […]

Read full story Comments { 2 }
The Author Rank Building Machine #verticalmeasures #Infographic #Authorrank

Infographic Friday: Augment Your Online Presence with Google Authorship

Given the terabytes, petabytes and exabytes that cross the Internet on a monthly basis, getting your content noticed is no easy feat. And while there are countless tools and tricks that can help, two of the most important factors remain the quality of the content itself and the reputation of the person producing it. That’s […]

Read full story Comments { 0 }
customer retention, bird in the hand

Repeat Business Is Even More Important than You Think

Unless your surgical calendar is packed to the margins, you probably spend a fair amount of time trying to figure out how to generate new business. (Truth is, we spend a lot of time at Medibeauty.biz trying to help you generate new business too but that’s another story.) That’s a good thing, of course, but […]

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 }
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. […]

Read full story Comments { 0 }
online reviews, reputation management, leads

Is it Time to Review Your View of Reviews?

J.K. Simmons has it exactly right in those commercials for Farmers Insurance: What you don’t know can hurt you. And while Peter Parker’s editor and Juno’s dad is talking about things like auto and homeowners insurance, the same is true about online reviews. Doctors who dismiss patient reviews run the risk of doing long-term harm […]

Read full story Comments { 2 }
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 […]

Read full story Comments { 0 }
defamation, negative review, reputation

Defamation 101: What To Do (and Not Do) about Online Reviews

It’s a completely understandable reaction: After a patient posts an online review slamming your practice for poor treatment, you want to fight back so you consider taking legal recourse and file a suit claiming defamation. Unfortunately, it’s almost always the wrong reaction for the simple reason that a negative review is not necessarily a defamatory […]

Read full story Comments { 1 }
social media, reputation management

Infographic Friday: Get Schooled in Social Media — or Suffer the Consequences

If it’s been a while since you were in med school, you might not realize how much has changed on campus — chances are you never had to use Google Glass in anatomy classes, contemplate the prospect of tweeting a live surgery or, heaven forbid, consider auctioning off your virginity to pay for your education. Or, […]

Read full story Comments { 0 }
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 […]

Read full story Comments { 0 }
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 […]

Read full story Comments { 0 }
doctor office response to consumer leads or inquiries

Is ‘Optimism Bias’ Killing Your Medical Reputation?

Plastic surgeons and dermatologists tend to focus their “reputation management” efforts around boosting online star-ratings by delivering predictable, high quality service–e.g, taking time during consults, offering support before, during and after procedures and, of course, delivering the best possible outcomes. All of this makes sense, and is good for patients. However, the most potent reputation killer for a medical practice applies to the service delivered before […]

Read full story Comments { 4 }