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February 13, 2019

5 Things to Know about Social Media and Healthcare

By: Kayla Zamary

If you are a healthcare marketer, you know that social media can be a powerful marketing tool for your doctors. Here’s how social media can help healthcare providers. If you are a healthcare marketer or practice manager, you know that social media can be a powerful marketing tool for your doctors. It allows you to…

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social media and healthcareIf you are a healthcare marketer, you know that social media can be a powerful marketing tool for your doctors. Here’s how social media can help healthcare providers.

If you are a healthcare marketer or practice manager, you know that social media can be a powerful marketing tool for your doctors. It allows you to get real-time feedback on your level of care thanks to reviews, as well as the ability to directly interact with your patients.

Before you implement a social media strategy for your healthcare facility, make sure you are following industry best practices by avoiding violations of the Health Insurance Portability and Accountability Act (HIPAA) or a potential public relations crises. This will prevent a ton of legal or PR headaches in the future.

Follow these rules that all healthcare professionals need to consider when using social media.

Never Share Patient Information

This may seem basic, but you would be surprised at how difficult this can be–and not just for people managing your social media. Most of your staff will know or be highly trained to avoid sharing patient information, but that doesn’t mean patients won’t accidentally share identifying information.  

And you’re on the hook to remove it.

Politely remind the patient removing protected healthcare information (PHI) is in their best interest – not just yours. If it is a negative review, the conversation may need to go offline in order to best resolve the issue.

PHI can also be accidentally posted when you publish patient experience surveys. When you publish this information, make sure you are removing all:

  • Names
  • Addresses
  • Diagnoses  
  • Lab work
  • Procedures

Don’t Offer Medical Advice on Social Media

One of the worst things a healthcare provider can do on social media is offer medical advice. Sadly, this happens more often than you think.

We recommend having responses drafted up for some of the most common questions your providers get that help users get in contact with the right department contact who can best answer their question instead of giving medical assistance over social media. This ensures patients can’t get upset with the advice given and increases the likelihood they contact your office or facility for an appointment.  

Make sure you include the provider’s name and phone number for who the patient should get in contact with.  

This doesn’t mean a physician can’t post information about current events in healthcare or your own medical content (in fact, we encourage that). Just don’t reply to a specific question with advice.

Don’t Panic Over Negative Reviews

Negative reviews are going to happen, and when they do, you can only control your reaction. It’s easy to get emotionally invested in what people are saying about your practice online, but negative reactions will only sabotage your trust with your patients.

Respond to negative reviews politely and empathetically. Thank the reviewer for their feedback and promise them to fix the problem in the future.  

You should never remove or delete negative reviews or comments unless you have evidence of a fraudulent claim. We must stress that false claims are extremely rare. You are much better off taking customer reviews at face value.

Plus, it’s an opportunity for your customer experience to improve. Take the constructive criticism and get better at delivering exceptional services.

Focus on Quickly Digestible Content

Physicians may like in-depth medical studies, but chances are that a mom looking at her Facebook news feed isn’t going have the time to read all that. When you are using social media platforms for healthcare services, people want easily understood content like pictures and videos that are engaging to the eye.

For images, we recommend using clean, plain stock images or something that will easily catch the eye. Just make sure all images are appropriate and not just “click bait.” If you do use text posts, keep them brief and to the point. Same thing with commenting on a link you may be sharing.  

Lastly, focus your efforts where your audience is most active. This means doing the legwork in your analytics to figure out where the best ROI is on your social media platforms. You can make the best Instagram post of all time, but if your audience isn’t using the platform (or isn’t engaged) no one will see it.  

A Healthcare Reputation Management Software Can Make It Easy to Respond and Post

In order to get the most out of your social media strategies, we recommend using a reputation management platform. These can help you monitor online reviews on social media and keep track of your physician ratings.

A reputation management platform keeps all of your patient feedback in one convenient place, making it easier to take control of the conversion and quickly respond to reviews.  

Healthcare and Social Media: You Can Win!

Utilizing these social media strategies will help you win new patients and retain the ones you currently have. Remember social media isn’t meant to just ask users for something: it’s meant to build relationships through meaningful conversation.

Don’t be afraid to jump in the discussion by responding to patients, especially if they leave a review.

Interested in learning more? Here are some other materials that may help:

Also, check out our free webinars or e-books for more information and case studies about how we have helped businesses around the world.

About the Author

Kayla Zamary
Marketing Manager

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February 12, 2019

How to Improve Apartment Reviews

By: Kayla Zamary

If you are an owner, marketing manager or property manager of an apartment complex, chances are you’ve seen a negative review or two about your apartment complex. While it’s true you can’t please everyone, online reviews are a massive factor in people’s search for somewhere to live. To stay competitive in multifamily markets, it’s essential…

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apartment reviewsIf you are an owner, marketing manager or property manager of an apartment complex, chances are you’ve seen a negative review or two about your apartment complex.

While it’s true you can’t please everyone, online reviews are a massive factor in people’s search for somewhere to live. To stay competitive in multifamily markets, it’s essential to take an active role in reviewing and responding to online apartment reviews.

Have you looked at your apartment ratings lately?

If you haven’t, we recommend you take a look at this free guide on how to improve resident satisfaction to get you started.

If you have and aren’t sure what you can do to improve them, you’ve come to the right place!

Here are some ways to improve your apartment reviews and not only retain your current residents but attract new ones as well.

Why Apartment Reviews Matter

People are talking about and rating your apartment community online, even when you aren’t aware of it.

These reviews can be seen by prospective tenants anytime, anywhere.

If that doesn’t resonate with you, think about it this way: Before they even visit your website, let alone your actual community, a potential customer could have a fully formed opinion about your community and your business.

Don’t think online ratings matter? Most consumers say online reviews are just as trustworthy as a personal referral.

So what do your apartment reviews say about you?

How to Improve your Apartment Reviews

Improving your apartment reviews isn’t necessarily easy in practice, but it is in philosophy. If you take better care of your renters and actively listen to (and act on) their feedback, you will consistently have more renters renewing and new ones lining up to live at your community.

So what do renters care about?

Here are some ideas to get you started:

  • Long maintenance response times
  • Utilities not working properly
  • Poor quality updates to units
  • Confusion around billing or rent

If someone is leaving a negative review online about your apartment community, they probably have a concern about one (or a few) of the issues above.

To get in front of any negative reviews, we recommend:

  • Making sure repairs happen as quickly as possible and being active in communication when they can’t be complete in a timely manner
  • Be as clear as possible with potential fees, increases in rent or other billing issues tenants may have
  • Take care of common areas and amenities on a regular basis because your renters know they are paying for it

Being proactive is good, but you can also have a reaction plan in place when you get negative apartment reviews by monitoring and responding to what people are saying online.

Negative Apartment Reviews: How to Turn a Negative into a Positive

A negative review is rarely ever a true crisis. Instead, it is a learning opportunity for your company to see how you can improve the resident experience. Instead of lashing out or defending yourself (neither of which will benefit you), take the feedback, validate it with your team and make some positive organizational changes to make sure the situation doesn’t happen again.

If you chose to respond to the review, keep it simple, empathize with your customer and promise to remedy the problem. This doesn’t mean you have to make every change a review suggests, just the ones within reason.

For example: if someone suggests the building doesn’t have enough community events every week, maybe look at increasing the frequency of events as long as it makes financial sense. This may mean bi-weekly events or even adding one more every few months.

This kind of personal response makes customers feel like you care about them and don’t just view them as a paycheck. You’d be surprised how much that level of trust can impact your bottom line!

You can find our complete guide on how to respond to negative reviews here.

Where to Find Online Reviews

Online reviews can be found across different platforms. This can make them difficult to manage without a comprehensive tool that lets you take all that data and put it all in one place.

Binary Fountain recently surveyed 41,000 apartment reviews and found the following breakdown for where the reviews were located: 

  • Google 50%
  • Apartment Ratings 18.4%
  • Facebook 13.4%
  • Apartments.com 13.2%

This means optimizing your Google My Business listing (and keeping track of the reviews on there) is your most important step forward, followed closely by Apartment Ratings.

The good news is, Binary Fountain’s multifamily-specific solution, Social Compass offers a comprehensive reputation management tool for multifamily owners or managers just like you that allows you to easily manage your apartment ratings and reviews across all your online listings in one place.

It’s never been easier to quickly identify trends in apartment reviews and engage residents online. With the right reputation management strategy, you can turn any negatives into positives for your properties!

About the Author

Kayla Zamary
Marketing Manager

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February 09, 2019

How to Generate Reviews the Right Way: Best Practices for Multifamily Review Platforms

By: Kayla Zamary

It’s no secret that review platforms can make a difference in a consumers purchasing decision. Surveys have shown that upwards of 86 percent of consumers read reviews of local businesses, including 95 percent of people aged 18-34. More importantly, 89 percent of consumers say they take a business’ responses on a review platform into consideration…

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review platformsIt’s no secret that review platforms can make a difference in a consumers purchasing decision. Surveys have shown that upwards of 86 percent of consumers read reviews of local businesses, including 95 percent of people aged 18-34.

More importantly, 89 percent of consumers say they take a business’ responses on a review platform into consideration as well.

Because of this increased attention to online reviews, especially by a younger, tech-savvy consumer base, it is vital for multifamily properties to understand the best practices for managing their reputation on every review platform.

Generating Feedback on Review Platforms

All review platforms, although they appear similar, have unique terms of service.

Google, for example, hosts the majority of sought out reviews, but they regularly change their guidelines regarding review solicitation and prohibition in order to continually account for fake review generating programs.  

By knowing the ins and outs of a specific review platform, multifamily properties can find the most effective ways of generating and responding to online reviews.

General Review Sites

Every multifamily property should pay attention to the largest general review platforms: Google and Facebook.

Best Practices for Google

Google is committed to creating one of the more transparent review platforms for residents and multifamily properties. Their recent 2018 update that prohibits businesses from discouraging negative reviews or soliciting positive ones backs this up. Google is also increasing their efforts to eliminate fake and inappropriate reviews aimed to undermine a development’s brand reputation maliciously.

Overall, this transparency is a good thing for brand reputation management. It means that consumers can trust the review platform to provide good reviews that are genuine and unsolicited. As for bad reviews, fake ones can be flagged and removed, while real ones will remain.

Multifamily properties have the opportunity, however, to respond to these bad reviews (as well as the good ones). Potential residents can then see these responses if made public on the review platform. This engagement helps multifamily properties to reach new and current residents.

Of course, properties can still encourage residents to leave feedback on Google and other review platforms, so long as the reviewer does not feel pressured or swayed to give just positive remarks.

Best Practices for Facebook

Facebook gives its users a bit more control over their online brand reputation. Businesses can turn off reviews entirely, which, of course, eliminates the risk of gathering negative comments, but also prevents positive reviews.

Like Google, Facebook also has measures to combat fake or inappropriate reviews. Facebook is not as specific as Google in its review solicitation policy, however.

One of the best ways to drive more reviews to Facebook is by simply letting potential residents know that your multifamily property has a Facebook page.

Though this is commonplace now, making a point of one’s online presence may lead more residents to visit and actively engage this review platform.

Facebook will also often recommend that residents review multifamily properties where they have “checked in.” Knowing this, multifamily properties might want to offer Wi-Fi to potential residents on building tours so they can actively check in and leave a review later.

Multifamily properties can also post active offers or event listings on their social media to encourage residents to check there more often.

Multifamily Review Sites

Housing inquiries are among the most common online searches. Prospective tenants take these reviews very seriously. No one wants to move into a deteriorating building or home, or deal with a lousy landlord.

Property owners must understand the importance of these review platforms, and find ways to generate more reviews and respond to them accordingly.

Best Practices for Apartments.com

Simply joining Apartments.com is a key step in making your property more visible in the market, as millions of people head there each month.

The site actively encourages owners to request reviews, as these help the site gather more information. This, in turn, helps residents make better decisions.

Multifamily properties can generate more reviews through the Apartments.com review platform by creating clear signage asking for reviews, sending out regular emails, and attaching flyers to maintenance notices.

Best Practices for Apartment Ratings

While Apartment Ratings also aims to gather more reviews, its policy dictates that property owners should not incentivize review acquisition. They prefer that the review process occurs naturally, and that good reviews are written as a result of a great experience.

Best Practices Rent.com

Rent.com is another major player among the housing review platforms, and its terms of service resemble those of most other review platforms. The site does not allow fake, hateful, or otherwise inappropriate reviews. It also warns against reviews that appear to be endorsed by or derived from the property owner.

Responding to Reviews

Regardless of which review platform a multifamily property uses, responding to these reviews is a key component of managing brand reputation.

Each site has its own guidelines for how multifamily properties may respond, though they all warn against hateful or inappropriate rhetoric.

Of course, multifamily properties should not feel compelled to respond this way at all, as such a response reflects more poorly on the business than the negative review itself.

Before responding, multifamily properties should read the criticism carefully, making sure to understand every concern. They should make sure to address these concerns in their reply and apologize for any wrongdoing or mistake.

Then, multifamily property managers must make it clear what it can and will do to improve in the future. This stated commitment is not just for the reviewer, but for potential residents to see as well. It shows that the property management organization cares about its residents and its brand reputation.

Of course, positive online reviews deserve replies as well. This is an opportunity to give thanks to the resident, which may entice them to come again or recommend the property further.

Every multifamily property should aim to generate more reviews as long as they follow each review site’s terms of service along the way.

Respectfully responding to each review, good or bad, will also help multifamily properties acquire more feedback and promote their brand.

About the Author

Kayla Zamary
Marketing Manager

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February 05, 2019

How to Generate Reviews the Right Way: Best Practices for Healthcare Review Platforms

By: Kayla Zamary

People rely on reviews and testimonials more today than ever before. Whether hunting for a doctor or narrowing a list of potential healthcare providers, we all want to make sure that we are making the best, most informed decisions. In healthcare, this increased attention to reviews can be both a blessing and a curse. On…

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brand reputationPeople rely on reviews and testimonials more today than ever before. Whether hunting for a doctor or narrowing a list of potential healthcare providers, we all want to make sure that we are making the best, most informed decisions. In healthcare, this increased attention to reviews can be both a blessing and a curse.

On the one hand, these reviews offer useful feedback that providers can use to improve their operations, as well as potential promotional material from positive online reviews. On the other hand, negative reviews can become liabilities for a hospital, and it can be difficult to respond to these critiques appropriately. Ultimately, healthcare organizations want to manage their brand reputation by increasing online reviews and finding solutions for responding to as many reviews as possible.

The Right Way to Generate More Reviews

There are plenty of ways to generate more reviews, but one must be mindful of a review site’s terms of service.

Google, which hosts the majority of sought out reviews, has recently changed some parts of their guidelines regarding review solicitation and prohibition. But every review site is different, and some are only relevant to healthcare specifically.

By knowing the ins and outs of these sites’ terms, organizations can find the most effective ways of generating and responding to online reviews.

General Review Sites

Every healthcare organization, no matter what services or products they offer, should pay attention to the largest general review sites: Google and Facebook.

Best Practices for Google

Google is committed to creating a transparent forum for customers and businesses. Their recent 2018 update that prohibits businesses from discouraging negative reviews or soliciting positive ones backs this up. Google is also increasing their efforts to eliminate fake and inappropriate reviews aimed to undermine an organization’s brand reputation maliciously.

Overall, this transparency is a good thing for brand reputation management. It means that consumers can trust that good reviews are genuine and unsolicited. As for bad reviews, fake ones can be flagged and removed, while real ones will remain.

Healthcare organizations have the opportunity, however, to respond to these bad reviews (as well as the good ones). Potential patients can then see these responses if made public. This engagement helps organizations reach new and current patients.

Of course, organizations can still encourage customers to leave feedback on Google and other review sites, so long as the reviewer does not feel pressured or swayed to give just positive remarks.

Best Practices for Facebook

Facebook gives its users a bit more control over their online brand reputation. Businesses can turn off reviews entirely, which, of course, eliminates the risk of gathering negative comments, but also prevents positive reviews.

Like Google, Facebook also has measures to combat fake or inappropriate reviews. Facebook is not as specific as Google in its review solicitation policy, however.

One of the best ways to drive more reviews to Facebook is by simply letting patients know that your doctor has a Facebook page.

Though this is commonplace now, making a point of one’s online presence may lead more patients to visit and actively engage.

Facebook will also often recommend that patients review places where they have “checked in.” Knowing this, hospitals might want to offer Wi-Fi to their patients so they can actively check in and leave a review later.

Healthcare Review Sites

People value their health, so healthcare review sites are becoming more and more popular.

For organizations, this increases the importance of strong healthcare reputation management. Maintaining high ranks on these sites is crucial for acquiring new patients and for gathering insights on performance and patient experience.

Best Practices for Healthgrades

Healthgrades offers built-in tools to incentivize reviews. Through Healthgrades, organizations can send postcards to previous patients as a way of following up and encouraging a review.

As for fake reviews, HealthGrades also offers remediation services to challenge specific posts on their site, but only if the organization makes a request. Unlike Facebook and Google, Healthgrades does not verify these reviews on its own.

Best Practices for Vitals

This niche review site takes a hard stance against fake and inappropriate reviews to cultivate an honest atmosphere for all patients and healthcare organizations.

Vitals does not offer systems for generating more reviews, but the best way for providers to improve their brand reputation is by responding to all reviews posted on the site, positive and negative.

Best Practices for ZocDoc

When it comes to generating more reviews, ZocDoc offers a simple solution for healthcare organizations.

The site requests reviews after every scheduled appointment, resulting in a larger amount of unbiased and representative feedback. ZocDoc also ensures that every review is written by a legitimate patient.

Responding to Reviews

Regardless of which review sites an organization uses, responding to these reviews is a key component of managing brand reputation.

Each site has its own guidelines for how an organization may respond, though they all warn against hateful or inappropriate rhetoric. Of course, organizations should not feel compelled to respond this way at all, as such a response reflects more poorly on the organization than the negative review itself.

Before responding, organizations should read the criticism carefully, making sure to understand every concern. They should make sure to address these concerns in their reply and apologize for any wrongdoing or mistake.

Then, an organization must make it clear what it can and will do to improve in the future. This stated commitment is not just for the reviewer, but for every other potential patient to see as well. It shows that the organization cares about its patient and its brand reputation. Of course, positive online reviews deserve replies as well. This is an opportunity to give thanks to the patient, which may entice them to come again or recommend the organization further.

Every healthcare organization should aim to generate more reviews as long as they follow each review site’s terms of service along the way.

Respectfully responding to each review, good or bad, will also help organizations acquire more feedback and promote their brand.

About the Author

Kayla Zamary
Marketing Manager

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February 01, 2019

Infographic: How Can Text Messaging Grow My Business?

By: Kayla Zamary

Did you know that text messages have an average open rate of 82%? That’s nearly 8 times the total of email response rates. Imagine what your business could do if your messaging was read consistently by almost your entire audience? With Mobile Testimonials, companies can use text messaging to expand their influence directly to their audiences’…

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Did you know that text messages have an average open rate of 82%? That’s nearly 8 times the total of email response rates.

Imagine what your business could do if your messaging was read consistently by almost your entire audience?

With Mobile Testimonials, companies can use text messaging to expand their influence directly to their audiences’ mobile devices. Within hours or minutes of an interaction with a customer, a business can send out a customized request asking for a review of the experience. This is not only timely messaging, but it helps your brand stay top of mind while the customer replies.

Read on for even more evidence that text messaging can grow your business and increase engagement with customers:

Mobile Testimonials Stats

Download your own copy of this infographic to keep here!

About the Author

Kayla Zamary
Marketing Manager

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January 31, 2019

What is Natural Language Processing and How Can it Help Hospitals Improve Care?

By: Kayla Zamary

The healthcare industry relies heavily on data to find patterns, make breakthroughs, and improve the lives of all patients. However, healthcare providers deal with so much data that it is difficult to store, analyze, and synthesize all of it in meaningful and efficient ways. This is a problem that cannot be solved with human minds…

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natural language processingThe healthcare industry relies heavily on data to find patterns, make breakthroughs, and improve the lives of all patients. However, healthcare providers deal with so much data that it is difficult to store, analyze, and synthesize all of it in meaningful and efficient ways. This is a problem that cannot be solved with human minds alone. Artificial intelligence, however, presents a promising solution for handling data analytics in the healthcare industry.

Early forms of AI have already been implemented in every major industry. Though the technology is young, it is growing at an exponential rate. AI systems learn as they go, getting better and faster at analyzing data to help humans make decisions. One of the methods by which AI does this is known as Natural Language Processing, or NLP.

Natural Language Processing (NLP): What is It?

NLP describes the ways in which artificial intelligence systems gather and analyze raw data from human language to extract patterns, uncover meaning, and formulate responses. NLP focuses on four categories of language: syntax, semantics, discourse, and speech. In other words, NLP attempts to get to the heart of language formation and use that understanding to automate and improve human processes.

NLP can be rule-based or statistical. Rule-based NLP requires that humans code a set of heuristics into the system beforehand, while statistical NLP requires that the AI learn its own set of rules based on large amounts of data. This latter method may take longer, but it tends to produce more authentic results that help advance NLP technology further.

A crude example of NLP in action would be the AI robot Sophia having seemingly off-the-cuff conversations with interviewers. Experts claim that Sophia does not fully express NLP, however, as “she” likely comes with pre-programmed answers. Ideally, NLP systems would gather natural language data in real time, analyze it faster than the human brain, and come up with truly original responses, not already programmed or biased.

How NLP Can Help Healthcare Providers

Because the healthcare industry deals with so much data, there is perhaps no better application for NLP than health analytics. When it comes to prognosis and record-keeping, healthcare providers can be incredibly limited and inefficient. Medical professionals must sort through data on each individual patient and analyze it from every angle to help determine diagnoses and treatment solutions. Binary Fountain’s NLP technology greatly reduces the time and energy spent sifting through this data, helping providers make better decisions for their patients and giving them actionable insights for improving patient experience.

By targeting patterns of language, finding keywords, comparing records, and analyzing patient data, NLP systems hone in on the most relevant information. This helps healthcare providers improve patient experience in multiple ways. First, patients spend less time in the waiting room and in the doctor’s office itself. With Natural Language Processing, doctors can easily find the best possible treatment method for a specific patient based on his/her genetic information, previous health records, and other probabilities.

NLP and Patient Feedback

Natural Language Processing also proves valuable in gathering insights from patients. Healthcare providers who want to better manage their reputation or learn more about their patients can use NLP technology to find and analyze relevant data regarding patient experience and more. For example, NLP could identify reviews with phrasing like ‘waiting’ ‘long time’ or ‘after an hour’ to determine a doctor’s office was having issues with wait times.

By targeting and analyzing keywords and phrases from social media, online review sites, and post-care surveys, the algorithm can report on areas that need attention. This information helps healthcare providers improve the patient experience while in the clinic and better engaging patients.

Healthcare facilities would also increase patient satisfaction and reduce employee burden using NLP. Patients could enter information and/or ask questions about their health in a text field, then, NLP systems could respond accordingly, eventually connecting the patient to an online doctor if necessary.

Natural Language Processing is changing the way all industries, including healthcare, gather information, analyze it, and use that data to improve all aspects of the operation.

About the Author

Kayla Zamary
Marketing Manager

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January 25, 2019

How Can Text Messaging Grow My Business?

By: Alex Hay

What could your business accomplish if you could get your messaging in front of 99 percent of all your customers and get more than a third to respond? In Thursday’s webinar, “How Can Text Messaging Grow My Business?”, we discussed how these open and response rates reflect those of text messaging, and how businesses can…

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mobile testimonialsWhat could your business accomplish if you could get your messaging in front of 99 percent of all your customers and get more than a third to respond?

In Thursday’s webinar, “How Can Text Messaging Grow My Business?”, we discussed how these open and response rates reflect those of text messaging, and how businesses can leverage this highly-responsive mobile platform to generate goodwill and more reviews from customers.

Here are some of the biggest takeaways from our presentation:

Increase response rates on reviews and testimonials via mobile device

Consider these two statistics:

  1. 68 percent of consumers choose a business based on positive online reviews
  2. 70 percent of consumers search for businesses with their mobile device

The obvious conclusion is that more people are on their smart phones now than ever before, and they’re using mobile devices to make purchasing decisions based on online reviews.

Because texting is a much more immediate and personal form of communication, as opposed to email, this is a perfect tool to use for review generation. Processes can be established so that whenever your customer has an interaction with your business, they will be sent an automated text requesting a review shortly afterwards.

This is also beneficial in that it ensures you will get follow-up when customers have your business at the top of their mind and they can thoughtfully provide feedback on their experience.

Measure performance on campaigns and automate processes for your staff

Mobile Testimonials are managed through an online dashboard, making it easy to track key performance indicators such as click rates, conversion rates, overall review ratings and more. Results can also be segmented by factors like time frame, location, and specific review sites.

Instead of having marketing staff get tied down following up on customer reviews and other reputation management tasks, processes can be automated and directly accessed from one online portal.

Strategically target review sites like Google and Facebook to ensure your reviews are seen

Targeting the popular review sites can ultimately have an impact on your bottom line. One study shows that just a one star change in a business’ rating can lead to a 5 to 9 percent difference in revenue.

That’s why it is so important to manage your reputation online and control the conversation regarding your business. This is accomplished by proactively engaging with conversations on popular sites like Google and Facebook to show customers you care about your brand and the services you provide.

Want to learn more?

Watch the on-demand webinar or contact us for a demonstration.

About the Author

Alex Hay
Content Marketing Specialist

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January 24, 2019

How Reviews Can Help or Hurt Your Search Engine Rankings

By: Kayla Zamary

It’s more likely than not that your customers are comparing goods and services online by using review sites. In fact, 90 percent of consumers choose what companies they should do business with based on positive reviews they find online, according to a Forbes report. Today’s shoppers seek authentic and real input from others to influence…

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search engine rankingsIt’s more likely than not that your customers are comparing goods and services online by using review sites. In fact, 90 percent of consumers choose what companies they should do business with based on positive reviews they find online, according to a Forbes report.

Today’s shoppers seek authentic and real input from others to influence their purchasing decisions, and one survey conducted by BrightLocal even shows that 91% of 18-34-year-olds trust online reviews as much as a personal recommendation from a friend or family member.

That’s why it is so important for companies to be proactive in both seeking out reviews and participating in conversations online with consumers. Although negative reviews can occasionally be disheartening, they can also provide valuable insight into gaps in your services or improvements that can be made to the customer experience.

In our latest e-Book, “How Reviews Can Help or Hurt Your Search Engine Rankings,” we cover some of the best ways to control the conversation around your company and generate more reviews overall.

Within the e-Book, you will learn:

  • How to make your organization “review positive”
  • How to claim your online business profiles and make them work for you
  • How to respond to reviews professionally and constructively
  • What tools to use to supercharge review generation and improve service delivery

Download this free e-Book here to access these insights and build up your online reputation.

About the Author

Kayla Zamary
Marketing Manager

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January 23, 2019

How AI is Changing Healthcare in 2019

By: Alex Hay

  Every year we get closer to a world partially run by artificial intelligence. While its full potential is still unknown, there is no doubt that AI is already improving many aspects of our lives, including transportation, agriculture, education, commerce, and healthcare. While the future of artificial intelligence in all of these institutions is uncertain,…

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ai in healthcare

 

Every year we get closer to a world partially run by artificial intelligence. While its full potential is still unknown, there is no doubt that AI is already improving many aspects of our lives, including transportation, agriculture, education, commerce, and healthcare.

While the future of artificial intelligence in all of these institutions is uncertain, we can make predictions based on the ways in which AI is currently changing them. Healthcare providers have seen plenty of changes as a result of AI advancements, from improving the patient experience to managing and acquiring data. Here is how AI is changing healthcare in 2019, and how it may affect the industry moving forward.

How AI Helps Patients

Helping patients is the main purpose of any healthcare institution or professional. Developments in AI technology are making it easier for patients to get the help they need when and how they need it. Artificial intelligence is built on gathering copious amounts of data and analyzing it in complex ways.

By collecting textual information from several review sites, social media posts, and post-care surveys, Natural Language Processing (NLP) engines can find common themes and areas of focus for providers. This data can then be used to improve the patient experience.

AI and Improved Quality of Life

Even the best doctors, nurses, and surgeons suffer from human limitation. There are objects and patterns of development we cannot detect with our native senses, even with high-powered imaging devices.

AI, however, using algorithms and data analytics, could possibly address nuances and predict outcomes that escape human awareness. Using this information, doctors could diagnose problems earlier, improving the lives of patients.

Though still in the research and development phase, scientists are also looking into ways of using AI to help patients with neurological disorders communicate and possibly enhance motor function. By interfacing AI with the patient’s brain, these functions could be restored.

How AI Helps Healthcare Providers

Just as AI improves the lives of patients, this technology is making it easier for health institutions to provide the best care possible and promote their services.

Medical professionals will face a wide variety of random scenarios in the field. Prior methods of training could only go so far in simulating these possibilities. With artificial intelligence, training protocols can more accurately replicate realistic scenarios based on natural speech algorithms. Students will face more complex testing situations that will better prepare them for the real thing.

AI might also prove useful in patient data management. Rather than having to fill out several forms, process them, and dig them out, medical personnel could leave these tasks to AI-powered technology. This would give doctors quick access to pertinent data for each patient, and also save patients time and energy.

New patient information could be quickly uploaded, stored, and analyzed by AI algorithms. This data could be used for early detection or prevention of certain illnesses, or for optimized treatment of existing diseases.

Brand Promotion, Reputation Management, and New Patient Acquisition

AI solutions also help healthcare providers target the right audience. Providers can access metrics on how their marketing campaign is doing, who it is reaching, and how it can be improved.

A solid brand promotion strategy also relies on maintaining a strong reputation online. Using AI, healthcare providers can improve their reputation and increase positive online reviews while finding and addressing negative feedback or malicious content.

By engaging with all legitimate reviews, good or bad, providers enhance their brand perception, acquire new patients, and bolster patient loyalty.

How Will AI Affect Healthcare in the Future?

With so many advancements in AI occurring simultaneously, it seems that we are on the brink of a new technological age. Though we do not know what the future will bring, it seems AI will bring increasingly positive implications for healthcare providers and patients alike.

Data-driven AI will continue to help doctors detect illnesses earlier than ever before, improve patients’ quality of life, and strengthen the bonds between providers and their patients, new and old. Researchers continue to work hard to overcome some of the implementation barriers of AI in healthcare.

About the Author

Alex Hay
Content Marketing Specialist

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January 17, 2019

How to Manage Online Review Platforms for Multifamily

By: Kayla Zamary

The power of online reviews Everyone knows that consumers rely on online reviews and ratings when researching and choosing products and services – and apartments are no exception. These results from the BrightLocal’s 2018 Local Consumer Review Survey really drive home the relationship between reputation as represented in online reviews, and the powerful influence they…

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multifamily reputation managementThe power of online reviews

Everyone knows that consumers rely on online reviews and ratings when researching and choosing products and services – and apartments are no exception.

These results from the BrightLocal’s 2018 Local Consumer Review Survey really drive home the relationship between reputation as represented in online reviews, and the powerful influence they have on consumer choices:

  • 86% of consumers read reviews for local businesses.
  • Consumers read fewer than 10 reviews before forming an opinion about a business.
  • 91% of consumers trust online reviews as much as a personal recommendation.

People are talking

Effective reputation management requires that you monitor − and participate in − online conversations. You probably have a Facebook page for your properties, and you may have someone assigned to read posts and comments.

However, in competitive multifamily markets where properties compete for renters, it is vital that you know where renters and potential renters are talking online about their experiences with your property. These are conversations you need to be a part of.

Binary Fountain surveyed 41,000 reviews, and here’s how review site traffic breaks out:

  • Google 50%
  • Apartment Ratings 18.4%
  • Facebook 13.4%
  • Apartments.com 13.2%

Top site tips

Here are some ways to get started with monitoring and managing your property’s online reputation on the top sites.

  • Google My Business – According to Google Trends, “apartments near me” is the 22nd most popular “near me” search. That means your Google My Business page could easily be the first thing a potential renter sees about your property in their online apartment search. Google My Business offers helpful information on how to claim and update your page, starting here.
  • Apartment Ratings – ApartmentRatings.com claims to be “the Internet’s most comprehensive forum for renters nationwide to share renting experiences and opinions.” The site has a process for becoming a “verified property manager” so you can track reviews, and craft appropriate responses to renter review posts. Here’s where to start.
  • Facebook – If you monitor and manage your property’s Facebook pages, you know people don’t hesitate to offer their opinion. You can respond, diplomatically and appropriately, and that can help improve your credibility with potential. If a post is wildly inappropriate, you can request Facebook to review the comment. Here’s more on Facebook Community Standards.

Interested in learning more? Check out our comprehensive guide to multifamily reputation management, which will give you how-to instructions on managing your online reviews. Download here to access.

About the Author

Kayla Zamary
Marketing Manager

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