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January 14, 2019

What is Review Generation?

By: John McFeely

There is nothing more important in digital marketing today than generating online reviews and carefully curating responses to all feedback that will have an impact on your business. Online reviews can either be a massive boon for your business or a huge turn off to people finding you on the web. Consumers use online reviews…

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There is nothing more important in digital marketing today than generating online reviews and carefully curating responses to all feedback that will have an impact on your business.

Online reviews can either be a massive boon for your business or a huge turn off to people finding you on the web. Consumers use online reviews to do everything from finding a doctor in their city to buying a book on Amazon.

A few bad reviews can be the difference between a sale for you or a deal for your competitor.

The quality and quantity of online reviews can also impact your local SEO search results, which is one of the largest marketing megaphones available to businesses. Plus, having better reviews gives consumers a reason to trust your service or product over your competitors.

Review generation and management can help you stay a step ahead of your competition and dominate the search results. We’ll show you how to get more reviews and effectively manage them.

What is Review Generation?

Simply put, review generation is the process of getting more online reviews on your business’ listings on review sites. This includes sites like Google and Facebook, among other industry-specific ones like TripAdvisor.

Before we get into how to generate reviews, we have to cover a couple of ground rules.

Different review sites have unique rules regarding the solicitation of reviews to ensure authenticity and fairness, so be sure you are following their best practices before asking customers for reviews.

Here are links to those guidelines:

Google

TripAdvisor

HealthGrades

At the time of writing this, Facebook does not have any guidelines for reviews.

How to Get More Reviews

Here are a few strategies for getting more online reviews:

  • Ask for a review of your services in an email to your customers to show that you care about their feedback
  • Add links on your website and other marketing channels to make sure your review sites are prominently shown
  • Send SMS messages asking for them to review your business
  • Ask for feedback with surveys on your website or in the office
  • Have people check-in to your location on Facebook or other location-based social media

Important note: Make sure you aren’t pushing your customers to only give positive reviews, as this can violate many review sites’ guidelines. You should always ask customers for their real opinions rather than what you hope they will say.

A quick word on checking-in on Google and Facebook: This is a relatively new feature that tracks a user’s location in real-time and asks them to check-in or review the location visited. The service will then send them a notification up to 48 hours later asking how their experience was. Using this automated source, you can get a review without even having to ask for one!

If you do get a positive review, thank the reviewer and make sure to encourage them to come again.

If you do get negative reviews, don’t panic! Responding to negative reviews the right way can potentially turn lemons into lemonade.

Turning Negative Reviews into a Positive Asset

Just because you received a negative review doesn’t mean you can’t turn things around. A negative review is an opportunity to learn from mistakes and improve your customer’s experience. In fact, all of the review sites recommend being proactive in engaging with customers, especially to address negative comments.

Think about it from the consumer’s perspective—if a business is willing to take the time to apologize to an unhappy customer and tell them they will fix the problem, that should encourage that customer to come back and try the product or service again.

Reviews Improve your Brand Reputation

In the digital age, perception is reality.

Over 91% of consumers say they trust online reviews like they would a personal recommendation. That means that reviews are incredibly important for how people view your brand’s reputation.

If you run a healthcare clinic, people want to know that their doctor has a good bedside manner. People looking for a nice date night want to know that the serving staff is friendly and knowledgeable about the menu.

If you haven’t been proactive with your online reputation, there’s no time like the present to start.

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

John McFeely
Sales Director

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January 03, 2019

How to Get Your Business on Google Maps

By: Kayla Zamary

Showing up on Google Maps is absolutely essential for attracting new customers. Having your business properly listed and appear in search results can be the difference of making it big and being forgotten. If you run a storefront, hospital or other brick and mortar business, the importance of Google Maps can be immeasurable for people…

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Showing up on Google Maps is absolutely essential for attracting new customers. Having your business properly listed and appear in search results can be the difference of making it big and being forgotten.

If you run a storefront, hospital or other brick and mortar business, the importance of Google Maps can be immeasurable for people visiting your business. Google Maps is the forefront of trusted information online and showing up in search results is essential to connecting with new customers.

But how do get your business to show up on Google Maps?

We’ll walk you through the process and explain why online reviews can boost the performance of your listing.

What is Google Maps?

Simply put, Google Maps is a free listing service that allows you to appear when people are searching for relevant goods and services in their area. Once a standalone application, Google Maps has evolved into a much more sophisticated and customizable tool called Google My Businesses, allowing businesses just like yours to show up in search results and update their listing online.

Google My Business is an almost one-stop shop for people running a business who want to take control of their online presence. With integrations to Google Analytics, AdWords and Google Local (Maps), Google My Business is an essential ingredient to your marketing endeavors.

We have a long detailed guide on how to set up Google My Business. This article will focus specifically on Google Maps.

Here are the 5 steps you need to take to show up on Google Maps.

Step 1: Claim Your Business to Google Maps

The first step to getting your business on Google Maps is to make sure your business is not already listed. Many times, businesses have a spot already on the map but haven’t taken the time to own their listing on Google.

To claim your business, go to Google My Business and click the top green button that says “manage now” and follow the prompt to create a profile for Google My Business. Once you have a profile, you will be able to search for your business location and name and claim your location.

Note: New businesses or new locations will probably have to be added to the index so don’t expect a listing if you are just starting out.

Step 2: Add Your Business to Google Maps

If you do not already have a location, you will be able to add it at this point.

Click “Add your business,” and follow the instructions. You will be asked to include the country, street address, city and category for your business. Remember, a business is only allowed to be registered in the city where it has a physical address.

Make sure your business’ name, address and phone number (NAP) are all correct.

Have you ever had a situation where you tried calling a company from your phone only to find out it was the wrong number? Even worse, you might drive to the address provided hoping to get a product or service, only to learn you were not given the correct location.

Would you try to go back to that business?

If your business relocates or changes phone numbers, make sure to stay on top of your listing and change it. Nothing erodes trust faster for a consumer than not being able to contact or locate your place of business.

Step 3: Add Your Business Category

Near the bottom of the form to create a new listing, you will need to choose a category for your business. This helps Google and users know what kind of business you operate. This is extremely important for Google’s ability to display your listing when people search for relevant terms.

For this reason, Google offers preset categories for each industry for you to select from. If you aren’t fully satisfied with the options provided, just select the best one for now. You will have the opportunity to add up to five categories or keywords later in the process.

Step 4: Verify Your Business

Now for the easy part!

Google will send you a postcard with a verification PIN to the location you provided in 1-2 weeks. You may also be given the option to receive your PIN via text, though this is not always applicable.

Once you receive the card, verify your business location right away by following the instructions on the card.

You would be surprised how many businesses throw away their verification PIN because an employee thought it was junk mail, so make sure to communicate with your staff that you are expecting something important from Google.

Step 5: Get Google Reviews

Congratulations! You are now on Google Maps.

While this is an important step to doing business in today’s digital world, having your business show up in local search results isn’t guaranteed. You will want to continue to optimize your Google my Business listing as well as get quality reviews from customers to move up in the rankings and have your business show up first in local listings.

Online reviews are a ranking factor for things like organic search results and to show up in the coveted “snack pack” that Google offers searchers.

Need Help with Your Reviews or Listing?

Binary Fountain offers business a simple way to manage their online business listings with our patented reputation management software. We know that using by using our platform, we can help you reach your business goals.

About the Author

Kayla Zamary
Marketing Manager

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December 31, 2018

New Marketing Trends in 2019

By: Kayla Zamary

As the year 2018 draws to a close, you may be thinking to yourself, “Did I get the most out of my marketing efforts this year?” If you are like most marketers, business leaders or c-suite executives, chances are you still feel like your digital marketing efforts could see a better ROI. You may even…

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As the year 2018 draws to a close, you may be thinking to yourself, “Did I get the most out of my marketing efforts this year?”

If you are like most marketers, business leaders or c-suite executives, chances are you still feel like your digital marketing efforts could see a better ROI. You may even feel like your team isn’t utilizing the most current marketing trends and strategies to get the job done.

2019 is shaping up to be an exciting year in the digital space, with exciting advancements to how companies can engage with potential customers.

As you finish up your digital marketing plan for the new year, you need to take advantage of these new marketing trends and strategies that can help you connect with your audience frequently and for maximum impact.

Personalization of Content Marketing: The Marketing Trend of 2019

This shouldn’t be surprising, but most people prefer having advertising and a customer experience that is tailored to their needs. Despite this being common knowledge, so many companies are not taking advantage of it!

Here’s the reality: if you want your business to stand out from the competition in 2019, you need to prioritize personalizing your content marketing. This has been a marketing trend for a while, but it has never been more important as more companies begin to catch on to the power of unique messaging.

This means marketing departments need to put their money into content production to ensure emails, landing pages and paid advertisements are designed to appeal to the right user at the right time.

For example, if you are running a primary care practice, you can send your patients a note congratulating them on their birthday thanks to email atomization. It’s a small gesture, but can go a long way in nurturing an important relationship with a consumer.

Another example would be to think about any time you login to your Netflix account. Think of all the personalization, with recommended shows, the “continue watching” queue and even announcements of new content. They have an amazing model for encouraging their audience, and while you may not run a TV streaming service you can take the core concept and apply it to almost any industry.

Your customers will reward you if you can let the old strategy of spray and pray emails go the way of the dinosaur.

Programmatic Advertising: Intelligent Ad Placement

If you are used to buying digital advertisement, you know it can be an extreme pain to manage all of the different places where you are running your ads and the people you have to deal with to get placement. Programmatic advertising solves this problem with machine learning that automatically decides which ads to buy and how much to pay for them in real time.

Programmatic advertising also means you are able to split up your ad spend across different domains and target specific audience segments.

Many studies suggest that programmatic advertising will eventually take over almost all of digital advertising spend by 2020.

If you aren’t using Programmatic advertising, it’s time to get on the bandwagon.

Chatbots: Conversations that Matter

Speaking of atomization, you may have noticed the little guy at the bottom right of your screen. That is a chatbot, and its purpose is to easily and efficiently answer your questions, even outside of normal business hours.

Chatbots are AI programs built to communicate with users who send them messages in SMS, chat windows and other mediums. They can be programmed to respond to different types of messages based around certain keyword phrases and even create the right response based on the contextual information to be as helpful as possible to a user.

Chatbots are essentially a never tiring customer service employee who can help your customer find what they are looking for on a website or even order a pizza.

It’s hard to put a value on chatbots because of how diverse their uses can be, however, almost all marketers agree that they are a valuable asset for any business in 2019. While these aren’t a new marketing trend per se, their usage and learning has become more dynamic and easily deployed.

Reputation Management is a Must

Of course, no marketing plan in 2019 is complete without taking control of your online presence with a reputation management strategy. Most consumers think an online review is just as valuable as a referral from a friend or family member, so what people are saying about you online matters.

With the integration of voice search into daily life, it’s never been more important to show up at the top of local search results. One way that you can increase your odds is to have sterling reviews of your products or services.

Our proven software helps companies just like yours manage online reviews in one place, making it easier for marketers to respond to reviews and engage with consumers.

If your goal is to increase your visibility online or gain actionable insights about how to improve your consumer experience, 2019 is the right time to invest in an advanced reputation management program. 

Ready to Jumpstart Your Marketing Strategy in 2019?

If you are ready to jumpstart your digital marketing strategy this year, check out one of our webinars about digital marketing trends you don’t want to miss. We cover topics like optimizing your Google My Business listing and how to market millennials.

About the Author

Kayla Zamary
Marketing Manager

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December 20, 2018

SEO for Doctors: How to Show Up in Search Results

By: Kayla Zamary

With 83% of patients researching online before choosing a healthcare provider, it’s never been more important for healthcare marketers, practice managers and doctors to pay attention to search engine optimization (SEO). SEO for doctors can be complicated, but it is also vital for new patient acquisition. As a healthcare provider or practice manager, you don’t…

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With 83% of patients researching online before choosing a healthcare provider, it’s never been more important for healthcare marketers, practice managers and doctors to pay attention to search engine optimization (SEO). SEO for doctors can be complicated, but it is also vital for new patient acquisition.

As a healthcare provider or practice manager, you don’t want to be spending all your time figuring out why Google doesn’t seem to love you. That’s why we’ve put together this comprehensive list of how to win at SEO.

Following these simple steps will help your practice show up in search results and grow your patient base:

  1. Build a great website
  2. Get quality reviews
  3. Optimize your listings
  4. Leverage meta data/schema
  5. Create quality content

Build a Great Website

Building a great website is extremely important for patient acquisition, SEO and ultimately growing your practice.

A great website needs to be intuitive for the user and optimized for mobile usage. 52% of the world’s website traffic is accessed via a mobile phone device, meaning if you aren’t building a website that is mobile friendly, you aren’t reaching potential patients.

Google also announced mobile first indexing this year, which means that focusing on a quality mobile experience has never been more important. Instead of measuring a website’s superiority by its desktop experience, Google will now focus on the mobile experience as the key performance indicator for ranking.

Utilizing the proper design, including H1, H2 tags and paragraph text matters. Naming images the right way and adding ALT text also matters.

Try to keep your load times to 3 seconds, which follows Googles Quality Guidelines.

Get Quality Reviews

There’s nothing better than someone telling you that you’re doing a great job. Equally, nothing is worse than getting a negative review.

Online reviews help patients make informed decisions about their care and most trust an online source as much as they would a friend or family member. Paying attention to the volume and quality of your reviews online is extremely important, and it’s also a huge part of local SEO for doctors.

The first thing you are going to want to do is make sure you’ve set up a Google My Business page to make sure you are showing up in the local pack (the special search result feature that shows a map with businesses on it) and monitor your reviews.

Once you have a Google My Business page, make sure you set up a Facebook Business page and claim your Healthgrades’ profiles for your physicians. These are going to be crucial for people searching for healthcare providers using those platforms.

When people are looking for a healthcare provider, they are looking for quality and volume of reviews. So are search engines.

The good news is when it comes to controlling your online physician reviews, Binary Fountain can help.

Binary Health Analytics provides healthcare organizations like hospitals and physician practices a 360 view into patient feedback from online ratings and reviews all in one place. We give our clients actionable insights on how to improve the patient experience to get quality online reviews, improving your online reputation and SEO rankings.

Schedule a demo to learn more about we can help improve your online reputation.

Optimize your Listings

Another important SEO strategy for healthcare providers is to review their listings online. Make sure all of these details pertaining to your business are correct:

  • Name
  • Place
  • Phone number
  • Hours of operation

Having this information correct on your website doesn’t seem that hard, but you would be surprised at how many practices or medical facilities have incorrect information.

Additionally, there may be some local listing websites that do not have the correct information on them. Try to find these and correct the information so potential patients and search engines are not confused about details pertaining to your medical facility.

Leverage Meta Data/Schema

One of the most important aspects of a good SEO strategy for healthcare providers is meta data and schema markup. These elements help inform search engines about your business and what kind of service you are providing to your community.

This can enhance your search results and improve your chances of ranking in local search results.

For healthcare practitioners looking to get the most out of their meta data, follow these basic rules:

  • Every page on your site needs unique meta data
  • Your home page should have geolocated information in the title tag
  • Your title tags should only be 60 characters long
  • Your title tags should include your medical facility name
  • Meta descriptions should be a max 155-160 characters and describe what a user will see on a page

For more information about how to implement meta data, check out this complete guide.

Similarly, using schema markup can help your website appear in local search results. We recommend using Physician schema on your provider pages and on pages with good healthcare content on them.

For physician schema check out this guide. For general information about medical schema, you can check out this guide.

Create Quality Content

Last, but certainly not least, you need to create quality, unique content on your site. This means not copy and pasting content from other resources and not using the same content on every page.

If you must have copied content due to resource constraints or budget, you should have “NOFOLLOW” tags on those pages. This tells search engines to ignore the page and not index it.

This means users can still navigate to the content on your site, but not have it rank on search engines.

We recommend at least 96% of your content be unique across your entire domain.

In order to make quality content, you will want to follow Google’s guidelines on content, which says content should be based on:

  • Expertise
  • Authority
  • Trustworthiness

In August, Google announced an algorithm update, which greatly impacted the medical industries’ rankings. This means holistic or “natural” health websites were penalized in favor of credentialed medical institutions.

To get the most out of your content, we recommend:

  • Including titles, biographies and credentials for authors
  • Combining, deleting or editing old or poor quality content
  • Answer user questions on your site

Improve your SEO Today

You can improve your rankings and there’s no time like the present!

Let our reputation management experts help your SEO efforts by giving you the tools you need to improve your reviews online.

Schedule a demo today.

About the Author

Kayla Zamary
Marketing Manager

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December 12, 2018

How to Optimize Your Digital Patient Experience

By: Kayla Zamary

On-Demand Webinar – How to Optimize Your Digital Patient Experience Most of us do not need to be told that a good digital experience is key to providing patient-centered care. But how do you even decide where to begin, let alone design, test, deliver, and refine a patient experience that makes the crucial difference? If…

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On-Demand Webinar – How to Optimize Your Digital Patient Experience

Most of us do not need to be told that a good digital experience is key to providing patient-centered care. But how do you even decide where to begin, let alone design, test, deliver, and refine a patient experience that makes the crucial difference?

If you want expert advice on what to do, and in what order, watch our webinar entitled How to Optimize Your Digital Patient Experience.

In a discussion that is sure to inform, educate, and stimulate, you will learn practical approaches for unifying your organization, implementing a patient-first vision, and creating the change you want to see.

This practical and very timely session is hosted by SHSMD U Webcasts, a service of the Society for Healthcare Strategy & Market Development.

The presenters are Joseph Jacobellis, Director of Experience & Innovation, HCA Healthcare, Jackie Martin, Principal, Branch Strategy and Aaron Clifford, SVP of Marketing, Binary Fountain.

These experts will help you understand – and unite your organization around – an important truth: today, improving the digital patient experience is a business challenge, not just a digital marketing challenge. They will also help you with advice on first steps, teaching you how to plan, design and execute a program that delivers a patient-inspired digital experience.

Panelists

Joseph Jacobellis, Director of Experience & Innovation, HCA Healthcare
Jackie Martin, Principal, Branch Strategy
Aaron Clifford, SVP of Marketing, Binary Fountain 

WATCH NOW

About the Author

Kayla Zamary
Marketing Manager

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December 07, 2018

Impact of Social Media on Businesses

By: Kayla Zamary

What impact has social media had on businesses over the last few years? Think about it like this: millions of people use social media platforms each day, and with the invention of smartphones, people have almost 24/7 access to social media. The good news is, most of these people are using social to engage with…

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What impact has social media had on businesses over the last few years? Think about it like this: millions of people use social media platforms each day, and with the invention of smartphones, people have almost 24/7 access to social media.

The good news is, most of these people are using social to engage with brands just like yours.

In fact, HootSuite found that 80% of Instagram users follow at least one business on the platform.

The impact of social media on businesses is almost immeasurable. Social media is a fast, inexpensive way for you to reach your potential customers. Having the right social media strategies can help you grow your business and your online reputation.

Humanize Your Brand

The biggest benefit of using social media is that it humanizes your brand and shows people what you do is more than a company logo. Using different platforms to create real human connection is the most important benefit your business can gain from using social media.

Social media gives you the ability to showcase how your product or services have already improved the lives of your current customers while also encouraging others to improve their lives in the same way. That can have a huge impact on your business.

Not sure where to start?

Start by posting a video on your social accounts of current customers talking about how you helped them solve a problem, and position them the hero of the story and your brand as the guide. By showing others how you impacted someone else, you can be sure you will attract more business.

A word of advice: not everyone can post catchy, 15-minute chef videos. You need to build your presence on social media so you’re established as a subject matter expert in your field.

It’s also important to think about user intent. Social media users are looking for engaging content that doesn’t go too deep into detail, but provides emotional value. This is a completely different mindset than people who are searching online for details about a product or service. Keep that in mind before posting.

The Impact of Building a Social Community

Social media platforms give your business the power to reach potential customers every time they check their profile, meaning you have almost limitless opportunities to connect with fans. According to some studies, people check Facebook alone almost 14 times a day.

We know users are plugged into what happens on social media, but that doesn’t mean they want or are excited to see your content. It does mean, however, they are interested in what their friends and family are doing.

Customers are using social media like they would word-of-mouth referrals to choose businesses. When you are able to get people to interact with your product or service on social media, you increase the likelihood that other users will see it, too. Thus you build a connection you wouldn’t have had before.

Additionally, there are probably people in private groups and messages asking for recommendations for products or services like yours. Having a good profile on social media and a well laid out website will help you put your best foot forward.

Posting regularly and keeping your posts entertaining will help you develop the kind of following you want to grow your brand—and a community to support it.

Paid Advertisement: Boost Your Social Media Impact

If you watched Mark Zuckerberg’s testimony before congress, you know Facebook makes their money by selling advertisements, not from selling user data.

If you’ve ever paid for advertisements on Facebook, you know that would be true based on your bill.

The reality is, paying for advertisement space on social media networks is a great way to impact your business, especially if you are interested in boosting your brand awareness.

It can be hard selling executives on paid advertising because “social media is free.” If you are struggling with this conversation, try framing it like you are putting money into a vending machine, but instead of getting your favorite guilty pleasure snack, you get your money back plus additional money.

Basically, it’s the old adage of you have to spend money to make money. Unlike billboards and other conventional marketing, however, paid social media is easy to track in dashboards.

Paying for social advertisement also allows you to be more focused in your marketing efforts, allowing you to reach new audiences by finding people with similar interests as your current customers and placing your business in front of them. Using retargeting and custom lists, you are able to continue the conversation with customers based on their individual behavior to show them the right product or service at the right time.

Monitor What Your Current Customers Are Saying

Perhaps the most valuable part of social media isn’t what you say to your audience, but rather what your audience says about you. Nothing can be more valuable to your business than real time feedback from customers who are already invested in your business.

Comments, messages, and engagement rates all can help inform how a product, business, or idea is being received by the audience.

Here’s the truth: your customers are already talking about you online. By engaging your audience when they have concerns or complaints, you are showing other people you are willing to take action to please customers. That goes a long way.

Similarly, if someone is saying good things about your business, you can reaffirm that sentiment by thanking the person that left the comment/review to highlight how much you appreciate your customers.

Simply put, social media is a chance for you to highlight the positives of your brand and quickly react to negative feedback given to your business.

Remember, if someone says something negative about your business, respond politely and professionally. Do not engage in a flame war.

Need Help With Reputation Management?

Do you need help managing your reviews on social media? The reputation management experts at Binary Fountain are here to help you make a positive impact on social media for your business.

Thanks to our advanced software, we are able to monitor your reviews on social media websites and on review sites like Yelp to give you a holistic view of what customers are saying about your business. This means your team will have more time to act on the insights you get to improve your business and can spend less time collecting data.

We have e-books and other resources available for business owners and marketing professionals who want to do a better job managing their online reputation. Get started today!

About the Author

Kayla Zamary
Marketing Manager

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December 03, 2018

How to Increase Online Reviews

By: Kayla Zamary

Why Your Practice Needs More Reviews It might seem obvious to say it is important to have more reviews, so here are some statistics that demonstrate why it is so important. Consumers Share Experience and Trust Reviews From our 2nd annual Healthcare Consumer Insight & Digital Engagement survey: 51% of respondents share personal healthcare experiences…

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Why Your Practice Needs More Reviews

It might seem obvious to say it is important to have more reviews, so here are some statistics that demonstrate why it is so important.

Consumers Share Experience and Trust Reviews

From our 2nd annual Healthcare Consumer Insight & Digital Engagement survey:

  • 51% of respondents share personal healthcare experiences online.
  • 100% of younger millennials and 95% of overall respondents regard online ratings as “somewhat” to “very” reliable.

Good Reviews are Crucial for Practice Growth

A 2015 study by HCA Physicians Group shows the effect of good reviews on average monthly new patient volume growth:

  • 90–100% Positive Reviews +17%
  • 80–90% Positive Reviews +13%
  • Below 80% Positive Reviews + 2%

How to Get Started

To get started on the job of increasing online reviews, you must assess your current status. Do a “find a doctor near me” search on Google, to see how your practice shows up and how it compares to others. Then set benchmarks based on:

  • The volume of ratings for your practice.
  • Your average scores.
  • The sources of ratings.
  • How you compare to your competition.

You’ll use this to choose which review sites to try and build up.

Understand the Policies

Make sure you understand the rules on soliciting reviews – Google My Business, for example, has strict policies against some review solicitation tactics. For example, Google’s policy states businesses should not discourage or prohibit negative reviews, or selectively solicit positive reviews.

It’s a good idea to use signage and make personal requests of all patients in the office as they arrive for or leave their appointment, with a promise to send a reminder.

Send the Patient a Reminder

  • Timeliness matters – send reminders the day of a patient’s visit.
  • Be mindful of the time of day – late afternoon and early evening are best.

Consider Sending Reminders via Text or SMS Message

There are many good reasons for sending your follow-ups via text. Here are a few:

  • 95% of people own a cell phone, and between 77 and 81% have a smartphone.
  • 46% of seniors over 65 own a smartphone.
  • People check their phones some 80 times a day.
  • People receive an average of 32 text messages a day.
  • 95% of people read incoming messages within 5 minutes.

Are you eager to learn more?

Binary Fountain’s product management directors hosted a webinar recently that offers detailed advice on all these points, and a lot more.

Are you ready to get expert advice on increasing reviews and ratings?

Log in here to listen to their presentation on Increasing Online Reviews the Right Way in Healthcare.

About the Author

Kayla Zamary
Marketing Manager

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November 27, 2018

How to Manage Online Review Sites

By: Kayla Zamary

Managing Online Review Sites Everyone knows that healthcare consumers rely on online reviews and ratings when researching and choosing providers and facilities. These findings from Binary Fountain’s second annual Healthcare Consumer Insight & Digital Engagement Survey really drive home the close relationship between reputation as represented in reviews, and the way they influence consumer choices:…

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Managing Online Review Sites

Everyone knows that healthcare consumers rely on online reviews and ratings when researching and choosing providers and facilities. These findings from Binary Fountain’s second annual Healthcare Consumer Insight & Digital Engagement Survey really drive home the close relationship between reputation as represented in reviews, and the way they influence consumer choices:

  • 95% of respondents find online ratings and reviews “somewhat” to “very” reliable.
  • Of that group, 100% between the ages of 18-24 find online ratings and reviews “somewhat” to “very” reliable.
  • 97% of respondents between the ages of 25-34 report the same sentiment: “somewhat” to “very” reliable.
  • 70% say online ratings and review sites have influenced their decision when selecting a physician.
  • When referred by another doctor, 41% of consumers still check online ratings and reviews of doctors/specialists.

Join the Conversation

Effective reputation management requires that you monitor − and participate in − online conversations about your healthcare organization on the most popular rating and review sites.

The first principle, according to many experts, is that every review merits a response. Jay Baer, the founder of Convince & Convert, observes that most businesses answer some complaints, on some channels, some of the time. His research on the science of complaints shows consistency is vital. “Answering a customer complaint increases customer advocacy, always,” he says. “And not answering a customer complaint decreases customer advocacy, always.”

Step one is to get familiar with and get control of your listings on the most popular review sites.

Learn how to create and update listings, and how to claim listings that may already exist. And, learn the rules for posting responses to reviews.

Good, Bad and Neutral – How to Respond to Reviews

It’s important to respond with the right tone to reviews, whether they’re positive, negative or in between.

  • Positive – Thank the reviewer for their kind words and their visit; be specific, without revealing personal details or private health information. Invite the patient to tell others about their experience, and for SEO’s sake, mention your business name and location.
  • Negative – Even if the comments are unfounded, keep your response brief, non-confrontational and sympathetic. Apologize for the upset caused, and offer to make things right. Invite the reviewer to contact a staffer by name, to take the matter offline. This is a place to leave out your business name and location.
  • Neutral – Lukewarm reviews should get a warm response, so treat a “meh” review as a one-star complaint. A detailed and sympathetic response shows you appreciate this patient, and everyone who might be reading reviews as part of their decision to call your facility.

What about false, inaccurate or inappropriate reviews?

Learn the ins and outs of review site guidelines, or you could find yourself at a disadvantage. For example, do you know the policies of important review sites on disputing or removing a review?

Facebook, for example, offers these criteria as violations of its community standards:

  • hate speech
  • graphic violence
  • nudity or sexual activity
  • cruel or insensitive language
  • spam
  • false advertising or fraud
  • bullying or harassment
  • privacy violations
  • misrepresentation
  • false news

There’s lots more, of course, because each site that accepts reviews has slightly different standards and practices for responding, disputing or removal. If your responsibilities include reputation management, it’s best to gather all the different details in on spot, so you can set and act on policy, instead of wasting time on repetitive research.

Download our E-book

Binary Fountain offers lots more detailed advice and how-to instruction for managing review sites, and we’re eager to share it all with you. We have created an e-book entitled The Healthcare Marketer’s Guide to Managing Online Review Platforms that offers detailed instructions for all of the most popular review and rating sites:

  • Google My Business
  • Facebook
  • HealthGrades
  • Vitals
  • RateMDs
  • ZocDoc
  • CareDash

Download the Binary Fountain e-book here: The Healthcare Marketer’s Guide to Managing Online Review Platforms

About the Author

Kayla Zamary
Marketing Manager

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November 27, 2018

Binary Fountain honored in NVTC Tech 100 List

By: Mike Belvedere

NVTC, the Northern Virginia Technology Council, has announced its inaugural Tech 100 List, and we are pleased to announce that Binary Fountain made the list of businesses recognized as leading technology companies in the region. According to the Council, the Tech 100 List highlights companies and individuals that drive tech innovation, implementing new solutions for…

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NVTC, the Northern Virginia Technology Council, has announced its inaugural Tech 100 List, and we are pleased to announce that Binary Fountain made the list of businesses recognized as leading technology companies in the region.

According to the Council, the Tech 100 List highlights companies and individuals that drive tech innovation, implementing new solutions for their customers and leading growth in Greater Washington. The honorees were chosen from a list of nominations, by a judging committee of tech industry leaders.

Honored to be Included

Aaron Clifford, Binary Fountain’s Senior Vice President of Marketing, says, “Binary Fountain is honored to be included in this year’s inaugural NVTC Tech 100 List. Our inclusion in this distinguished group is a tribute to the expertise and dedication of our team, and a reflection of our company’s culture of innovation in the workplace, and in the marketplace. “

It is the skill and commitment of our associates that has enabled Binary Fountain to earn the loyalty and trust of its customers. This helps make Binary Fountain the leading online reputation management platform, serving businesses in a range of industries including healthcare, hospitality, multifamily housing, retail, and financial services.

About NVTC

The largest technology council in the nation, NVTC is the regional voice of technology, serving some 1,000 companies and organizations. The Council membership roster includes businesses from all sectors of the technology industry, as well as service providers, universities, foreign embassies, non-profit organizations, and government agencies.

The NVTC Tech 100 List honorees will be recognized at an awards party at the Ritz-Carlton in Tyson’s Corner, Virginia, on December 3.

Learn more about Northern Virginia Technology Council.

Connect with Binary Fountain to learn our story and schedule a demo.

About the Author

Mike Belvedere

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November 26, 2018

Reputation Management for Mental Health Facilities

By: Kayla Zamary

Mental health facilities face unique challenges compared to other healthcare facilities. Many times, counseling services are paid for out of pocket by patients or families, making consumers even more engaged in ensuring the highest level of care is delivered. With 85% of consumers trusting online reviews as much as a personal referral, mental health facilities…

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Mental health facilities face unique challenges compared to other healthcare facilities. Many times, counseling services are paid for out of pocket by patients or families, making consumers even more engaged in ensuring the highest level of care is delivered.

With 85% of consumers trusting online reviews as much as a personal referral, mental health facilities need to effectively manage their online reputation if they want to stay competitive in their market.

Thousands of potential patients are using platforms like Google reviews, and Facebook to help them make informed decisions about the products they purchase, the businesses they patronize and the service providers they hire.

If you haven’t taken online reputation management seriously for your mental health facility, now is the time.

Why Does Reputation Management Matter for Mental Health Facilities?

Don’t believe us?

According to BrightLocal, 49% of consumers require a four-star rating before they choose to use a business. That means even one negative review can potentially cause immense damage to a provider’s online reputation.

For an industry like mental health services, having positive reviews is even more important.

Prospective patients and their families want trustworthy information about providers and services so they can make more informed decisions about their care.

Additionally, with mental healthcare insurance coverage not always readily available for consumers, they want to make sure they are getting quality care for their financial investment.

Angela Kimball, director of advocacy and public policy at the National Alliance on Mental Illness, summed up the situation for NPR, “One of the most common reasons people give for not getting mental health treatment is the cost. The other is not being able to find care. It is hurting people in every corner of this nation.”

By having an effective reputation management strategy, you not only increase your odds of growing your practice, but you also help people who need these essential services to empower them and change their lives.

Who is Leaving Reviews for Mental Health?

This is a complicated question.

Unlike most healthcare consumers, most mental health patients have their family very involved with their level of care. This means online reviews could be coming from a patient or from a family member.

This poses a unique challenge for healthcare providers and marketers who want to improve their ratings online. More than any other healthcare industry, you have to pay attention to your reviews and have a clear understanding of who is leaving them and why.

Imagine you are a family member doing research on mental health services. You search “best mental health services near me” and you see three different results. Two of them are three-star ratings with a dozen reviews. The other has a four and a half star rating with 20 ratings.

Which would you choose for a loved one?

How to Improve Your Online Reputation: The Patient Experience

The good news is, you can take control of your online reputation and improve your visibility online.

It all starts with improving the patient experience and having clear communication with your patients.

Because mental health is such a complicated field, it’s imperative mental health providers provide clear communication to patents and their families. From initial online research to service delivery, patients need to feel confident in their level of care and expectations of costs.

Some things mental health facilities can do to improve their patient experience include:

  • Provide clear information online and in the office about pricing and billing.
  • Build a quality website with relevant information.
  • Create a culture of improvement at your practice.
  • Pay attention to what people are saying online.
  • Address issues raised in negative reviews.

Measuring Results and Acting on Insights

Actively monitoring and engaging with reviews left by patients or their family members is an important practice for any mental health facility. Listening to what your patients and their families are saying allows you to better understand how to improve your patient experience.

It is a pretty simple equation: a better user experience = more positive reviews.

Once you start paying attention to reviews, it’s important to measure the results of your efforts and ultimately act on insights to continue to make your facility stand out compared to competitors.

Improve Your Mental Health Facility’s Reputation Today

Are you ready to help more people?

Engaging with online reviews can help maximize your online presence, increase patient acquisition and loyalty, and improve your chances of showing up in search results online.

We’ve developed a to mental health reputation management for providers, practice managers and marketers just like you.

This comprehensive guide will help you:

  • Understand how people are searching for your practice.
  • Show you how to respond to positive and negative reviews.
  • Increase your visibility online.
  • Improve your patient experience.
  • Understand what financial hurdles customers must overcome.

It has never been more crucial for mental health service providers to take control of the online conversation surrounding their brand. Take your first steps today.

About the Author

Kayla Zamary
Marketing Manager

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