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Latest case studies, webinars, and blog posts

KURE Pain Management Improves Online Reviews and Scores by 95% with Digital Patient Surveys

Case Study. Learn how this practice leveraged Binary Fountain to deliver first-rate customer service and improve online reputation.

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Kure Pain Management is the Mid-Atlantic’s leading pain management practice specializing in spinal treatments. With 14 locations across Maryland, Delaware and Michigan, it offers comprehensive treatment options for patients suffering with severe pain, and advanced training and education for certified physical therapists and providers to meet wide-ranging needs.

The Challenge

Kure Pain Management knew they wanted to deliver first-rate customer service across their seven healthcare centers, but they didn’t have an effective way to measure patient experience. As a result, they had no idea how their current efforts were performing and believed they were at risk of losing a large number of patients. Nick LaRosa, Kure Pain Management’s Director of Sales and Marketing, leveraged Binary Fountain to help better understand their performance and determine what changes needed to be made to help deliver world-class customer service.

The Initiative

The need to measure and improve their patient experience drove Kure’s patient feedback initiative. “We immediately saw Binary Health Analytics platform as a crucial tool to helping us gain patient feedback, benchmark and track progress,” said LaRosa.

The organization had been using iPads to conduct patient surveys initially, but that revealed itself to be a very time-consuming process. As part of the Binary Health Analytics initiative, Kure switched to digital patient surveys through email campaigns. As a result, Kure increased survey responses, greatly improved office staff time management and uncovered critical data on patient concerns.

Boosting Employee Performance with Patient Feedback 

There was some pushback within the Kure organization before they began receiving the data, but once they did, they were able to use it as a developmental tool and uncover patient experience issues. This became an opportunity to improve operations.

By circulating surveys and scores throughout the organization, physicians were held accountable for their customer service and engaged in a little friendly competition to be the top performing physician. According to LaRosa, “Binary Fountain’s platform helped us reveal and share insights on how patients were really feeling. It was a definite eye-opener.”

“Measurable data is really giving us the drive and baseline to improve the customer lifecycle,” said LaRosa. “For instance, one physician really wanted to review his patient experience scores and feedback. He was a brilliant doctor, but his scores didn’t fare so well in the customer service category. Once he was aware of the areas he needed to improve upon, he went from the lowest scoring physician at the practice to the top scoring doctor by implementing personal changes.”

Outcomes

 With the help of digital patient surveys, Kure greatly improved their customer service by educating staff members and introducing better processes, which significantly increased patient experience and loyalty.

After less than a year, not only did Kure manage to enhance online reviews and scores by 95 percent because of the initiative, but positive reviews increased over 30 percent and patient loyalty increased about 35%.

“The Binary Health Analytics platform has allowed us to measure how we do as a business and provides insights on how we can successfully continue forward,” said LaRosa. “We’ve been able to track performance with automated reports, communicate internally and develop our staff. It’s also improved staff time management, decreased patient wait times and even reduced spending across the organization. We’re striving to become world class and Binary Health Analytics is helping us get there.”

LaRosa continued, “the Binary Fountain Health Analytics platform has helped us improve our reputation and the brand image of Kure Pain Management by increasing transparency with our patients as well as throughout the organization.”

About the Author

Kayla Zamary
Marketing Manager

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What’s Your Google My Business Strategy?

Webinar. Learn how to avoid the common pitfalls that hurt business’ presence on Google My Business and how to optimize your presence by following time-saving local listings tips.

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Co-Hosted by Rio SEO
Date: Thursday, November 8
Time: 10 am PT/1 pm ET

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There’s no doubt Google My Business impacts local businesses. 80% of consumers use search engines to find local information. What’s your strategy to acquire them, when they’re making buying decisions in the moment – and they’re looking at your competitors as well?

RSVP now to learn how to avoid the common pitfalls that hurt business’ presence on Google My Business and how to optimize your presence.

About the Author

Kayla Zamary
Marketing Manager

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How to Build Your Property’s Digital Curb Appeal

Webinar. Learn how a multifamily property management company developed a successful marketing strategy to restore its properties’ online reputation.

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Multi-Housing News Webinar
Date: Thursday Oct. 18, 2018
Time: 10 am PT/1 pm ET

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Multifamily properties sometimes receive online ratings that don’t reflect their owners’ commitment to a positive resident experience. Can perceptions formed by negative reviews be successfully countered? Join a webinar to learn how Gene B. Glick developed a successful marketing strategy to restore its properties’ “digital curb appeal.”

This webinar will show you:

  • How reviews affect a property’s digital curb appeal
  • Tips for creating a reputation management strategy
  • Ways to improve your property’s online presence
  • How to generate more online reviews
  • Strategies for creating a consistent online voice
  • Benchmarking for success

About the Author

Kayla Zamary
Marketing Manager

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Marketing to Millennials as Healthcare Consumers

Learn what has shaped millennials’ lifestyle, brand loyalty and how they shop for a healthcare provider. We also provide advice on how to market to them.

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Millennials have set themselves apart from other generations, particularly when it comes to making consumer choices.

During this webinar, we dig into this “experience generation” growing up as digital natives and how it has shaped their lifestyle, brand loyalty and how they shop for a provider.

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About the Author

Kayla Zamary
Marketing Manager

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Building Digital Curb Appeal with Reputation Management

Download PDF   “When it came to reputation management platforms Social Compass was a game changer.” Emma Cook Senior Digital Media Specialist Gene B. Glick Company, Inc. About the Gene B. Glick Company Founded in 1947 and based in Indianapolis, the Gene B. Glick Company is a privately-held real estate ownership, development and management firm... See Details
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“When it came to reputation management platforms Social Compass was a game changer.”

Emma Cook
Senior Digital Media Specialist
Gene B. Glick Company, Inc.

Multifamily Building

About the Gene B. Glick Company

Founded in 1947 and based in Indianapolis, the Gene B. Glick Company is a privately-held real estate ownership, development and management firm with more than 20,000 units in 13 states. The company’s philosophy, “Built to Be Home,” is reflected through its industry leadership in customer service, property management and quality construction of affordable and market-rate apartment units. The Gene B. Glick Company has a long tradition of giving back to the communities where it operates through its corporate social responsibility efforts, including its Glick Gives and Glick Cares Programs.

Building Digital Curb Appeal

Resident experience has always remained a high priority throughout Glick,  however online ratings did not reflect that and property managers were concerned about how the negative reviews were being received. Recognizing that online reviews affected their properties’ “digital curb appeal” with potential residents, marketing implemented a company-wide reputation management strategy with the support of management.

Online Reputation Management at Scale

To improve Glick’s online presence, marketing set goals for responding to all reviews, increasing positive review volume and using feedback to facilitate quick service recovery. However, Glick needed to address the challenges of scaling their efforts across 100 apartment communities with a small marketing team. They needed a solution that could quickly notify them when online reviews were posted, help them easily and efficiently collaborate on responding, and provide the reporting that would help them track progress, uncover resident experience trends and benchmark against competitors. After going through a solution review process, they selected Social Compass since it met all their needs.

Increasing Online Reviews

The marketing team wanted to increase the online presence of their properties by gaining more online reviews. This could help offset the impact of negative reviews received and provide a more comprehensive picture of the resident experience. The team created a “We are Listening Campaign” where employees were incentivized to ask residents to leave an online review. The campaign’s goal was enough to motivate staff to participate. Also, staff morale improved, and they increased their focus on creating a better resident experience. Social Compass helped this campaign by making it quick and easy for Glick’s teams to login and respond to reviews in one place. They also utilized Social Compass’ reports to track the campaign efforts and report on them monthly.

Creating a Consistent Voice in Online Responses

One of the biggest challenges was working with property managers to draft responses to negative reviews. Many responses were lengthy and inconsistent in voice and at times, responses were drafted that took negative reviews personally. The ability to efficiently collaborate and edit responses with Social Compass helped marketing create appropriate responses faster.

Management Engagement

Glick’s management is hands-on when it comes to the resident experience. With Social Compass’ alerts, executives gain transparency into on-site service recovery and communications with staff. This made their jobs managing customer success easier. Through these communications, they recognized staff for their good work and improved customer interactions. As a result of Glick’s responsiveness to service recovery issues, there have been many cases where negative reviews were deleted by the customer or the online rating and comments improved based on their response to the customer’s feedback.

Benchmarking Performance – Showing Results

Glick consistently focuses on measuring progress against the program’s goals. As a result of its online reputation management initiative, from 2016 to 2017, their key performance indicators (KPIs) showed that reviews increased 84%, overall experience score improved 3.7% and response rates boosted 72%.

 

 

About the Author

Kayla Zamary
Marketing Manager

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Increasing Online Reviews the Right Way in Healthcare

Learn the ins and outs of review generation, best practices you need to follow, and why text messaging is trending for review acquisition.

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Hospitals and practices are quickly adopting email and text messaging testimonial campaigns to increase online reviews and patient volume. But there are lines you can cross in requesting reviews that could hurt your online reputation.

In this webinar, you will learn the ins and outs of review generation, best practices you need to follow, and why text messaging is trending for review acquisition.

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About the Author

Kayla Zamary
Marketing Manager

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Mill Creek Residential Increases Consumer Engagement By 65%

Case Study. Mill Creek Residential adopts Social Compass by Binary Fountain to more productively manage online reputation.

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Background

Mill Creek Residential develops, acquires and operates high-quality apartment communities in desirable locations coast-to-coast. They have developed more than 15,000 apartment homes across 50+ communities nationwide. They expect to deliver an additional 5,000+ apartment homes to their growing portfolio.

Opportunity

Mill Creek recognizes that prospective residents search for feedback on social media and review sites before shopping for their new home. In order to influence and attract new residents, they knew they needed to take steps to manage their online reputation.

Challenge

Mill Creek originally rolled out a different reputation management solution to 19 of their communities. The solution was too complex and time-consuming. The solution was not centralized therefore, users had to login to multiple sites to manage their work and community managers were not authorized to post responses. Mill Creek’s marketing team realized that team-based workflow inefficiencies was adversely impacting consumer engagement. As a result, response rates of reviews were less than 25%.

Solution

Mill Creek adopted Social Compass by Binary Fountain to help it more productively manage online reputation. The platform enables Mill Creek’s marketing team to manage their entire program, including team-based workflow tools that help manage the process of posting their marketing messages. ”Social Compass helps us drive engagement by enabling us to quickly and efficiently respond to reviews in a single platform across the company,” said Kellie Hughes, Vice President of Marketing with Mill Creek.

Results

Since implementing Social Compass in 2014, Mill Creek has increased their response rate by 65%. They continue to roll out Social Compass to their growing portfolio in order to efficiently manage their reputation company-wide.

About the Author

Kayla Zamary
Marketing Manager

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How to Manage and Grow Your Multifamily Online Reputation

Webinar. Learn about online consumer trends impacting residential properties and how you can turn ratings and reviews into an advantage.

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Complimentary Webinar
Thursday, May 31
1:00 – 2:00 PM EDT

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Did you know 70 percent of consumers choose to visit a property because it has better online reviews? Your online reputation can make a difference, especially in a competitive market. Learn about online consumer trends impacting residential properties and how you can turn ratings and reviews into an advantage – whether you’re a team of one or many.

You’ll gain insights into how multifamily residences can:

  • Energize their online reputation
  • Reduce time spent managing review sites
  • Use text messaging and email marketing to increase online reviews
  • Respond to reviews to improve service recovery and protect their brand
  • Benchmark their online reputation against competitors

You’ll also get a brief introduction to the Binary Review Manager, Social Compass and Mobile Testimonial solutions that can help you manage online reviews and promote your properties.

About the Author

Kayla Zamary
Marketing Manager

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Manage Online Reputation to Impact Revenue and Patient Experience

Webinar. Learn about online consumer behavior and reputation management trends. See how one practice manages its online reviews and patient experience survey data.

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Complimentary MGMA Webinar
On-Demand

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According to a recent study conducted by the Binary Fountain, 75% of healthcare consumers say online ratings and reviews influenced their decision when selecting a physician or provider. Practices can no longer afford to sit on the sidelines and hope that their online presence is positive.

In this webinar, you’ll learn about the latest trends in online consumer behavior and reputation management. We will show how one practice manages its online reviews and patient experience survey data to increase revenue and patient loyalty.

This 60-minute webinar will provide you with the knowledge to:

  • Illustrate the importance of online reputation for medical practices
  • Leverage patient experience survey data to drive improvement initiatives
  • Explain techniques for online reputation management

Presenters:

Britni Cullen
Vice President of Business Operations
KureSmart Pain Management

Nick LaRosa
Vice President, Sales and Marketing
KureSmart Pain Management

Aaron Clifford
Senior Vice President of Marketing
Binary Fountain

About the Author

Kayla Zamary
Marketing Manager

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Defining the New Digital Front Door

Webinar. Learn how to define the elements needed to align your digital marketing with a patient’s journey to care.

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With 77% of consumers searching online before making an appointment with a provider, health care marketers are building the “digital front door” to help engage and acquire them. But what does a digital strategy look like for this when there are multiple touchpoints a consumer experiences before selecting a provider? This panel will help define the elements needed to align your digital marketing with a person’s journey to care.

In this webcast, presenters will discuss:

  • Top of the funnel entry paths–search (organic/PPC), local listings and third-party reviews–and common pitfalls to avoid.
  • What to consider for provider profile pages, “first-party” online reviews and appointment requests.
  • Metrics needed to help evaluate the progress of your program.
  • The lessons applied from this webcast can aid in optimizing your marketing strategy and investment and help patients in your community make one of their most important health decisions—finding the best services for their care.

Speakers:

Chris BoyerChris Boyer
Director, Digital Strategy and Analytics
Fairview Health Services

 

Blake Long
Director, Marketing Technology and Strategy
UnityPoint Health

 

Grace Jones
Consumer Brand Manager
Dayton Children’s Hospital

About the Author

Kayla Zamary
Marketing Manager

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How It Works

Learn how Binary Fountain is helping healthcare organizations save time managing reviews, increase patient acquisition and loyalty, and improve the patient experience.

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Learn how Binary Fountain is helping healthcare organizations save time managing reviews, increase patient acquisition and loyalty, and improve the patient experience.

About the Author

Kayla Zamary
Marketing Manager

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