Category Archives: Online Reputation Management

DELIGHTING YOUR CUSTOMERS IN THE HEALTH INDUSTRY

When it comes to health perspectives, the most obvious satisfaction or delight for your customer is surely the health that they gain from your clinic/hospital. But there are certain other minor points that create a huge difference in the customer satisfaction value. Your customer needs to be assured that you care for him, especially in the health industry. Patients get comfort when they are certain about being under health surveillance almost at all hours of a day.

First and foremost for any health institute/doctor is to create a strong and user friendly appearance throughout the internet. The more your presence is available, reliable and user friendly, the more chances of you being the top doctor on a patients list.

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So, build up an effective manifestation in the web world and back up your services with these small additions and gain big heights in customer delight!

  1. Auto responses – Set up automated responses for all contact forms filled up on your website. It assures the user about a successful delivery of query to the designated person. This is enough to keep the patient satisfied until you reply to them. You may do the same for emails as well. And keep in mind that quick responses are crucial. Do not make your customers wait for a response for a long time. Make sure they do not have to send any reminders to you.
  1. Customer feedback and review – Request for customer feedback and suggestions at regular intervals. For example after a consultation, medication session, operation or online chat. This makes the customer feel involved and important. Do not follow up too much for this. Put forth a simple request. If they are satisfied, they will not hesitate to help you.
  1. Personalised event reminders – Reminding your patients about their birthday/anniversary brings a natural smile to their faces. Wish them heartily on their special days and if you want make them even happier, you could even offer a promotion for them on this special day. For example, you could offer a free consultation/general check up on a birthday.

“XYZ clinic wishes you a very healthy happy birthday! On your special day, we will offer you a free consultation with Dr. White. You may jump in any time today!”

A message like the one above will certainly bring a smile on your customers face and may attract many more too!

  1. Consultation reminders – Todays clock rushes faster than ever, with loads all around. It is very possible for your patient to forget his/her appointment with you. Take an extra step and send them a message or call them to remind them. They will be delighted and will sure to be present.

“Good morning Mr. Long! Please do not forget your appointment at XYZ clinic with Dr. White at 11:00 am. See you soon! Have a healthy day ahead!”

Such reminder messages keeps the customer well assured that you have them in mind and are interested in having them. A call would also be good for this reminder.

  1. Regular health documents – create a customer base and send them a general health write-up highlighting certain check-ups and tips important to health every fortnight or month. Keep it short, very short and precise. It could even be in the form of a message. These will keep you connected to your customers and may even help you attract referrals.
  1. Health inquiries/medicine reminders – Keep records that show the medicinal information and re-check-up dates for patients. A weekly reminder about the medicine schedule is a good option for patients on long term medication. Inquiring about current health status and offering a re-check-up if necessary also creates good satisfaction in the customers.

“Hi! Hope you are doing well! This is just a reminder for your medicine schedule. ABC – 2 tabs, 3X, after meals & GHO – 1 Tab, 2X, after meals. Your re check-up has been scheduled for 21st June. If you are facing any further health/allergy issues before this, please do come to the clinic or contact us immediately.”

Keep them happy through these minor efforts, and you patients will never opt for another doctor or clinic!

 

Useful Online Reputation Management(ORM) Tips for Businesses

“Mass advertising can help build brands, but authenticity is what makes them last. If people believe they share values with a company, they will stay loyal to the brand.” Reputation management has always been a major factor while building up any brand.With the increase in global internet usage,and availability of internet on one’s fingertips,maintaining Online Reputation Management for business is a greater concern for bigger brands.

online reputaion management

To keep trust and reliability of your brand on internet, it is important to maintain online reputation on web. How do you define your online reputation?Now suppose,you opened a pizza shop at Bandra,Mumbai. In a few months you gather a good customer base.After a few months, you find people putting their reviews on food review websites like zomato.com, burrp.com.You will enjoy a good customer flow if customers visiting your restaurant write positive reviews about your service.

Angelsmith conducted a survey of over 500 foodies, to know how do they zero down upon their dining choices

Although nearly half (48.9 percent) of survey respondents seek information from trusted friends first, more than eight of 10 (80.1 percent) respondents go on to do additional research after receiving a restaurant recommendation.

One of my friend who recently opened a coffee shop at a prime location in Pune, approached me in last week.He asked me , “Why are people saying so much bad stuff about my shop on the Internet, and what can I do about it?”. I know ,It takes years to make your organization a “brand”, but one defamatory remark can ruin everything overnight. It is worse,when such negative remarks appear on websites that rank higher than your website on search engines. You may face tremendous losses,and your conversion rate will hamper unless you take proper action to recover from this damage.

A single negative tweet,blog or a Facebook post about your organization can cause severe damage to your reputation.

How to Handle Online Reputation Management of Your Organization?

Business gets badly affected if your online reputation goes down. In such a crisis,you need a trusted person who can handle this situation well. He should be able to provide solutions and suggest reputation-protection measures. It is important that person comes out with a detailed strategy and has capability to implement and restore the online reputation.It is always better to prevent minor problems turning into major reputation crisis,hence immediate communication is expected from the concerned company.

A quick communication is appreciated if the crisis involves product and service quality or safety and security or privacy of customer or employee information.

Tips to Get Better Online Reputation Management

1.Dominate Search Engines

Optimize your website for the major keywords you deserve rankings for Reviews websites generally rank for the keywords like “reviews”, “ratings” etc. Try to get rankings higher than these reviews websites.Hire a good Search Engine Optimizer who will not only keep your rankings intact, but also keep a tab on negative feedback of your brand on any other website.

2.Social Media

Update your social media page regularly. Any defamatory remark about you may go viral on social media,likewise you can defend your point through different social media channels,and restore the lost confidence among your customers.

3.Blogging

As a Search Engine Expert, I recommend blogging as a core component of ORM. Buy a domain name or create a blog on WordPress or Blogger, and start writing your product reviews,benefits and customer’s testimonials. This will not only boost your online reputation efforts but also help you in getting better rankings.

When planning to go for ORM(Online Reputation Management) for your business or brand, make sure the agency you hired has worked with bigger brands,and ask them the strategy they implemented to regain the lost reputation.