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Ask an Expert: Panel on Reputation and Listings Management for Businesses

Webinar. Get all of your questions answered while learning best practices for managing your online listings and reviews from the best in the industry!

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On-Demand Webinar
Duration: 45 minutes

 

Have you ever wondered how to generate more positive online reviews for your business? Are you struggling to get your business listed higher than your competitors on Google? Now’s your chance to get all of your questions answered while learning best practices for managing your online listings and reviews from the best in the industry!

 

In this webinar, we will bring together several experts who will be available to take on all of your burning questions about reputation management and listings management, including:
  • Reed Smith, Jarrard Phillips Cate & Hancock
  • John Musser, Sport Clips
  • Aaron Clifford, Binary Fountain
  • Krystal Taing, Rio SEO

 

Some of the great questions that were asked, including:

  • What is the most important aspect of SEO when it comes to ranking higher in Google?
  • With our franchisees so busy running their locations, if they have limited time, what efforts would be most impactful in helping them rank organically in the local map pack?
  • How do I combat a negative reputation on Yelp?

 

RSVP now to watch this on-demand webinar!

About the Author

Katrina Yang
Digital Marketing Strategist

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Leveraging Online Reputation Management to Drive Resident Satisfaction

Case Study. Learn how Camden Property Trust uses the data stored and analyzed in its Social Compass solution to improve the efficiency and effectiveness of its entire internal staff.

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Camden Property Trust, headquartered in Houston, Texas, owns and operates more than 162 rental communities and manages more than 54,000 apartment homes nationwide.

The Challenges

As a large, customer-focused multifamily property management firm, Camden faced two critical challenges throughout the online reputation management initiative.

Challenge #1: Consolidate Online Feedback

Camden’s biggest challenge was finding an online reputation management tool that allowed the company to monitor and respond to all customers in one place. The company recognized the value in analyzing the data aggregated in digital surveys and reviews. However, the sheer number of social media and online review sites makes it virtually impossible to effectively harness and analyze all available business intelligence as well as consistently respond to all user input, both positive and negative.

To systematically manage and respond to customer feedback, proactively react to market trends and boost its brand reputation, Camden needed a single, centralized data capture and analysis solution.

Challenge #2: Respond Directly To Reviews

Camden recognized the importance of having internal staff members reply directly to customers filling out online reviews and surveys. When screening through other online reputation management resources, the company realized that most digital solutions require using their own personnel to reply to surveys.

As a company that prioritizes customer service excellence, Camden required a third-party strategy that fully aggregated and analyzed all relevant intelligence, yet still empowered their team to directly engage with customers to respond and expedite resolution of any identified issues.

The Solutions

Solution #1: Binary Fountain’s Social Compass Solution

Camden collaborated with Binary Fountain to develop a customized online reputation management solution using their proprietary data platform, Social Compass.

Designed explicitly for use in the multifamily property management vertical, Social Compass collects consumer feedback from multiple online resources including ratings and reviews, surveys, social media sites and Camden’s own online portal, MyCamden.

Social Compass leverages deep analytics, reporting and benchmarking tools, coupled with its exclusive natural language processing (NLP) technology for full-scale, accurate and actionable insight on customer engagement and satisfaction levels.

Binary Fountain’s Social Compass solution delivered several mission-critical benefits including:

  1. Customized Scoring Process
  2. Streamlined Workflow
  3. Deep Resident Analytics

Solution #2: Camden Team Manages Feedback Responses

Allowing users to respond directly to ratings and reviews is a significant differentiator for Social Compass. Other online reputation management resources manage all responses externally. Camden uses Social Compass to require a 24-hour response time and equips designated users to engage with consumers directly.

Camden leveraged this unique feature to connect with their customers in a more meaningful way, demonstrating their commitment to customer service excellence and further promoting their brand identity as a multifamily property management company that listens to their customers and is ahead of market demand and trends.

Results

Camden recognized several significant findings and results when using Social Compass. Camden used data from Social Compass to meet their Online Reputation Goals. Camden was able to use the findings from this data to:

Make Operational Changes

Social Compass equips Camden with the data and insight needed to make operational changes throughout the organization. For example, Social Compass intelligence can analyze customer feedback to determine specific areas of improvement.

Justify Capital Expenditures

Camden also used Social Compass information to identify investment opportunities and needs throughout its communities. The information collected in the data capture system showed a trend at one property where residents were consistently making negative comments about the size and upkeep of its community pool.

In the first year of implementing reputation management solutions, the company identified the issue and was able to use capital funds to expand and update the pool, resulting in a 15 percent increase in resident satisfaction in pool operation.

Enhance Employee Training

Most importantly, Camden was able to use the data stored and analyzed in its Social Compass solution to improve the efficiency and effectiveness of its entire internal staff.

Camden created several specific training seminars and modules as a direct result of its Social Compass information. Employees had access to extensive internal resources that helped them respond to reviews appropriately

Additionally, Camden used the insight offered from the data system to provide communities with tips and suggestions on how to leverage differentiators that most resonate with prospects, stand out in the market and provide exemplary levels of customer service, ultimately contributing to the company’s overall success.

About the Author

Kayla Zamary
Marketing Manager

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How Online Reputation Management Increased Ratings and Reviews for the Nation’s Leading Hospice Care Provider

Case Study. Learn how VITAS Healthcare improved total positive feedback by 10%, 52% in total Google reviews and 121% in total Facebook reviews.

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VITAS is the nation’s leading provider of hospice care. Based in Miami, Florida, VITAS is a pioneer and leader in the American hospice movement. Operating in 47 hospice programs in 14 states, they care for over 18,000 patients every single day – primarily in patients’ homes. They also have a series of approximately 27 in-patient units across the country and admitted more than 68,000 patients in 2018.

The Challenges

Through their online reputation management initiative, VITAS aimed to solve several challenges:

VITAS believes every patient, family and caregiver deserve a quality end-of-life experience with dignity and compassion — it is their mission and what they strive for as they care for over 18,000 patients every single day, nationwide. VITAS wanted to ensure they listened to the patients’ families at every step of the patient journey and analyze reviews and responses internally to make sure their local management teams were providing the best experience and care possible.

The other challenge VITAS faced was building a solid foundation for managing or responding to reviews, and for generating more total review volume. This was no small feat considering the sheer number of social media and online review sites they managed, including 150 of their own Google My Business listings and affiliate websites.

To do this at this scale, they needed an online reputation management tool that allowed the company to bring accuracy and uniformity to listings and responses, as well as a solution that could proactively spot trends and boost its brand reputation.

Solution 1: Binary Health Analytics

Binary Fountain’s platform allowed them to take an automated approach to review responses. With automated alerts and reporting in place, they identified staff members to take responsibility for review follow-up and established an internal hierarchy to help keep lines of communication clear and improve response times.

They began responding by using a series of templated messages, including thank you messages, general feedback comments and contact information links. Staff members can add their own voice to the templates for personalization and empathic responses.

Through monthly reporting, VITAS began tracking data regarding responses and the response times among internal management stakeholders, comparing it to the data from the previous month and sharing the results within the organization.

Results

Customized Responding Process:

VITAS now responds to reviews within a day or less, sometimes as little as 4 to 12 hours. The only times they do not are situations that might be more complicated and require more internal discovery. The team always wants to make sure they have all of the information they need to understand the context and scope of a situation before providing a response.

Boosting SEO with More Reviews:

VITAS saw a 20% increase in total reviews year over year, corresponding with the time of their implementation. More responses led to more reviews, which ultimately improved their Google My Business listings rankings, giving the providers greater search visibility.

In all, VITAS had a 10% increase in total positive feedback, a 52% increase in total Google reviews and 121% increase in total Facebook reviews, all within the first year of implementation

Solution 2: Deep Analytics, Reporting & Benchmarking

Binary Health Analytics collects consumer feedback from multiple online resources including ratings and reviews, surveys, social media sites, as well as from affiliate websites of VITAS. The organization is able to leverage analytics, reporting and benchmarking tools, as well as powerful natural language processing (NLP) technology, for full-scale, accurate and actionable insights on customer engagement and satisfaction levels.

Another strategy involved shifting the action of requesting feedback to the beginning of care, rather than the end of the process.

Because VITAS specializes in hospice and palliative care services, it is expected that the patient journey ends with the death of the patient. This time is obviously filled with grief and emotional stress for the patient’s family and friends as they mourn their loved one and make preparations for final arrangements. The priority of VITAS providers is always to respect and empathize with those mourning, give them proper time and space to process their loss – like any other healthcare provider, they required an objective way to evaluate the quality of their services to make improvements for other patients.

VITAS decided to make the “ask” for reviews closer to the beginning of the patient journey, while the family of the patient was still actively involved in the administering of care. Now, every admission packet that families and patients receive has a comment card in it, directing them to leave reviews online. They can also distribute the cards to local managers, nurses, home health aides, social workers, and physicians to give directly to someone who has had a positive experience.

Results

Increasing Star Reviews and Patient Satisfaction Scores:

VITAS saw a 34% increase in patient satisfaction scores within the first year of implementation. This was important for two reasons: firstly, star reviews often influence patients and families considering hospice care. Secondly, it also gave VITAS a better read on how they are performing as a company. By benchmarking review volume by location, they are able to see which locations or providers need improvement and can identify specific areas of concern.

Greater Listing Accuracy and Data Insights:

Through Binary Fountain’s deep analytics and listings partner, VITAS is able to optimize its listings on Google and benchmark analytics across multiple locations.

With this foundation in place, VITAS can experiment with new patient engagement strategies and direct consumers to popular review sites while relying on an internal feedback system for email and surveys

About the Author

Kayla Zamary
Marketing Manager

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How to Improve Your Senior Living Community’s Online Reputation

Webinar. Learn best practices for senior living communities to use to get in front of their desired audiences, improve their online presence and listings as well as how to use existing online feedback to make operational improvements. 

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On-demand Webinar

With the population of senior citizens expected to double in the next 40 years and more seniors expected to live longer than previous generations, the need for reliable assisted living services is growing. Senior citizens, as well as their family members, are seeking out senior living communities and they not only looking for recommendations — they’re looking online for reputable communities with positive online ratings and reviews.

In this webinar, Binary Fountain’s SVP of Marketing Aaron Clifford and Senior Living SMART’s CEO Debbie Howard will discuss best practices for senior living communities to use to get in front of their desired audiences, improve their online presence and listings as well as how to use existing online feedback to make operational improvements. 

You’ll learn how to:

  • Boost online listings and position yourself better online against competitors
  • Improve customer satisfaction by making your organization transparent and responsive to feedback
  • Create messaging campaigns tailored to how a senior audience approaches the online market

Speakers

  • Aaron Clifford, Sr. Vice President of Marketing, Binary Fountain
  • Debbie Howard, CEO, Senior Living SMART

About the Author

Katrina Yang
Digital Marketing Strategist

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Using Consumer Data Analytics to Promote Patient Service Excellence

Case Study. Learn how Privia Health increased its total amount of reviews by nearly 40% and improved Patient Feedback Scores for Scheduling by 77%.

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patience service excellence

Privia Health, a national physician organization headquartered in Arlington, Virginia, partners with more than 2,400 providers to redefine healthcare delivery for optimized patient acquisition and retention.

The Challenges

Privia Health recognized the importance of helping its providers establish their online brand reputation and leveraging the intelligence of existing digital reviews to drive practice success.

However, the team also understood that aggregating, analyzing and responding to logged reviews is often a challenge for large medical providers who don’t have the necessary time, technology and training for consistent, meaningful management of collected data sets.

The Solution

Privia Health selected Binary Fountain’s reputation management solution, Binary Health Analytics (BHA) to create an online reputation management strategy that sends email alerts based on digital reviews. Every time a physician within the network receives an online review, a notification is sent to the Privia Health consultant working with that specific care center.

Through BHA, Privia Health receives a customized Patient Feedback Score (PFS) that gathered data from both review and social media sites for extensive and comprehensive optics into current brand status, performance gaps and operational disconnects.

The Process

Privia Health implemented BHA for more than 900 physicians across 400 practice locations, pairing the system with its internal consulting team. Every time a designated doctor receives a negative online review, the assigned consultant working with the care center gets an email alert to plan next steps.

Initially, Privia Health consultants would respond to everything with a template response approved by their legal team. However, they recently adjusted their reaction to lower Patient Feedback Scores. Anyone who posts an online review that is ranked unfavorably receives a note thanking them for their feedback and encouraging them to contact the Privia Health Customer Experience Team directly to discuss their experience further.

The Results

BHA delivers several mission-critical benefits to both Privia Health and its partners, including centralized data access across multiple platforms so responding to reviews can be accomplished within one platform. Automated email notifications help Privia consultants stay connected to all of their designated care centers and qualified data can be forwarded to the proper doctors and facilities, allowing them to leverage stored intelligence to affect change.

Within the first year of implementing a reputation management solution, Privia increased its total amount of reviews by nearly 40% and improved Patient Feedback Scores for Scheduling by 77%.

About the Author

Kayla Zamary
Marketing Manager

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3 Best Practices for Optimizing Your Social Media Management Strategy

Webinar. Learn best practices for managing social media content at-scale and how to make this process more efficient.

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On-Demand Webinar
Duration: 30 minutes

Social networks are one of the biggest sources of inspiration for consumer purchases today, with 37% of consumers finding purchase inspiration through the channel. In order for your organization to succeed, you need to nimbly navigate the social scene and go where your customers are having conversations about your brand.

But even if you already have a social media strategy in place, you need a collection of tools that will post content, alert you when there are replies and track topics that are important to your customers. Without the right management in place, handling all of these tasks can be cumbersome and counterproductive.

In this webinar, Binary Fountain’s Sr. Director of Project Manager Chase Ausley will cover best practices for managing social media content at-scale and will demonstrate how an all-in-one social media management platform can make this process more efficient and meaningful for your organization.

You’ll learn how to:

  • Uncover opportunities to improve service by tracking online topics and conversations that are important to your customers
  • Open new communication channels by publishing content to multiple social media platforms simultaneously
  • Use insights from social media to tailor marketing messages and campaigns to customer needs

Speakers: 

  • Kayla Zamary, Sr. Marketing Manager, Binary Fountain
  • Chase Ausley, Sr. Director of Product Management

About the Author

Katrina Yang
Digital Marketing Strategist

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How VITAS Healthcare Responds to 100% of Online Reviews

Webinar. Learn how VITAS increased its online review volume and responded to all online reviews with Binary Fountain.

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On-Demand Webinar
Duration: 60 minutes

How do you get started with managing your organization’s reputation online when you only have a few reviews—if any at all?

In this webinar, we’ll breakdown how a leading hospice care organization went from struggling online to generating 20% more reviews year over year, and how their initiatives to build up their online reputation subsequently increased patient engagement.

You’ll learn how to: 

  • Optimize listings on Google and benchmark analytics across multiple locations.
  • Generate more online reviews by experimenting with new patient engagement strategies.
  • Use star ratings to spark growth and change within your organization.

Speakers 

  • Jeffrey Stewart, Assistant Vice President of Digital Communications, VITAS
  • Russell Pressler, Marketing Analyst, VITAS
  • Nitin Potarazu, Senior Director Strategy and Corporate Development, Binary Fountain

About the Author

Kayla Zamary
Marketing Manager

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Murfreesboro Medical Clinic and Surgicenter Increases Patient Review Volume by 500% with Binary Fountain

Case Study. Learn how Murfreesboro Medical Clinic and Surgicenter implemented a mobile review generation solution to increase review volume by 500% over 6 months.

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Murfreesboro Medical ClinicMurfreesboro Medical Clinic and Surgicenter (MMC) is the single largest multispecialty clinic in the city of Murfreesboro. It is a physician-owned multi-specialty group offering patients access to primary care services, as well as 20 different specialties. The facility offers patients a single-source solution for all their medical needs, although it also operates two satellite walk-in clinics.

MMC has served patients in the area for almost 70 years and employs 80 physicians with a total of 120 medical professionals, including nurse practitioners and other staff. The city of Murfreesboro is located in one of the fastest growing counties in the United States with a significant influx of new residents.

The Challenge

Patients have greater access to information to help them make decisions concerning medical care providers today thanks to the internet. Online reviews and reputation can have a significant impact on a facility’s success or lack thereof, a fact that MMC learned to their detriment.

Binary Fountain’s offerings helped MMC accomplish their need to move away from the facility’s paper survey system. Paper surveys were available for patients to fill out in the waiting room. The facility had no online focus and only a single patient advocate to follow up on reviews and ratings. They began to notice a marked drop off in patients completing in-house surveys and a surge in online reviews, particularly patients going to Facebook to post negative experiences.

The facility’s marketing department determined they needed to learn how to manage online reviews and discovered Binary Fountain. Binary Fountain’s solution was presented to the board at the ideal time. The need to mitigate the damage from the Facebook post combined with the decline of paper survey completion created an urgency for managing online reviews.

The Initiative

Originally, managing patient reviews did not fall under the purview of marketing. It was the responsibility of the facility’s single patient advocate. However, as more and more negative reviews accumulated, it became marketing’s obstacle.

Murfreesboro Medical Clinic and Surgicenter chose Mobile Testimonials as the tool of choice to help begin repairing their online reputation and manage the online conversation surrounding their brand.

Changing the Conversation and Generating More Reviews

Prior to using Binary Fountain’s Mobile Testimonials platform, MMC had no means for patients to provide feedback on their experience other than their outdated paper survey in the waiting room. There was no digital platform for patients to use; leaving reviews on the facility’s Facebook page was the only recourse available to patients.

MMC opted to roll out a text-based feedback program. The first step was to build patient awareness. They accomplished this by posting notices within the waiting room, the restrooms, and throughout the rest of their facility alerting patients to the fact that they would begin to receive text communications from the facility. As awareness grew, so did patient acceptance, even eagerness to participate.

The Outcome

Using Binary Fountain’s tools and central dashboard, MMC was able to achieve considerable success. Within mere months of instituting its new text message campaign, the facility’s Facebook rating improved from 2.9 to 4.1. The facility’s Patient Feedback Score (PFS) rating rose from 3.1 to 4.2. In addition, the facility’s open rate/conversion rate has increased by 2% since May 2018.

One of the most startling changes has been a dramatic increase in review volume. MMC’s number of reviews has grown significantly since implementing Binary Fountain’s solution. From November 2017 through April 2018 (when the Mobile Testimonials solution was introduced), the facility saw 1,498 reviews. From May 2018 through November 2018, the facility has received 6,945 reviews, marking a 500% increase in review volume.

MMC’s PFS score has also increased substantially since taking control of their brand and the conversation surrounding it. From November 2017 through April 2018, the facility’s PFS score was 3.4. From May 2018 through November 2018, it rose to 4.1, marking a 20.59% increase.

The success with Binary Fountain has created numerous changes within MMC. Reports are shared with the board quarterly, where the competitor feedback score and performance review allow accurate benchmarking. The facility is leaving more personalized feedback to reviews as well in an effort to improve the overall patient experience. Physicians have been happy with the reviews they see and marketing is now delivering monthly reports to each department highlighting patient reviews and enabling agile actions and responses based on feedback concerning real-world scenarios.

The data has shown that in many instances, a negative review has little to do with the physician, and more to do with the rest of the patient’s experience at the facility, including with front-office staff, wait times, insurance, and even with situations in the parking lot.

Not all reviews are receiving responses and MMC is working to improve their response rate, as well as the level of personalization for each response, whether the review is positive or negative.

Ultimately, Binary Fountain’s Mobile Testimonials solution has driven home the importance of patient reviews and online reputation management while enabling better access to real-time information and improving the facility’s ability to respond and engage with patients.

Want to learn how Mobile Testimonials can help your organization increase review volume? Schedule a demo today to see it in action.

About the Author

Kayla Zamary
Marketing Manager

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Uncovering Nuances in Healthcare Data Analytics to Improve the Patient Experience

Webinar. Learn how OSF Healthcare partnered with Binary Fountain to unify their patient feedback and response process by responding to feedback publicly and providing patients with a superior healthcare experience through open access to data and community reviews.

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Patients today have more choices and information available when selecting the best provider for their care than ever before. Because of this, they have come to expect a greater level of interaction and transparency when making important purchasing decisions online.

With the rise of online review sites and health care related searches on the web, it is vital for organizations to build up their online reputation by consulting patient’s feedback to guide improvements to their experience.

In this webinar, we’ll look at how OSF Health Care partnered with Binary Fountain to unify their patient feedback and response process by responding to feedback publicly and providing patients with a superior health care experience through open access to data and community reviews.

You’ll learn how to:

  • Improve patient satisfaction by making your organization transparent and responsive to feedback.
  • Uncover missing opportunities to generate reviews and manage reputation in a range of online marketplaces.
  • Use data-driven insights from patient reviews and develop actionable strategies based on these reports.
Presenters
Michael-Vujovich
Jeremy Lowry

Michael Vujovich
Director of Digital Marketing
OSF Healthcare

Jeremy Lowry
Product Manager
Binary Fountain

About the Author

Kayla Zamary
Marketing Manager

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How to Make Multifamily Property Listings & Reviews Work for You

Webinar. Learn how online listings and reviews impact potential residents’ impression of your properties and how property managers can outsmart their competition and bring in more business with critical reputation management strategies.

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On-Demand Webinar

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As they search online for multifamily housing options, prospective residents will first be exposed to your brand through your business listings and reviews of your properties.

With an understanding that first impressions can make or break a business, property managers are increasingly utilizing online reputation management strategies to ensure their listings are easy to find and their reviews truly reflect their brand.

Because your competitors are already successfully implementing these tools, the question becomes not “Should you invest in reputation management?” but “How can we do it better?”

In this webinar, we will discuss how online listings and reviews impact potential residents’ impression of your properties and how property managers can outsmart their competition and bring in more business with critical reputation management strategies.

You’ll learn how to:

  • Optimize your business listings on Google and other search engines
  • Utilize resident reviews to make operational improvements and decrease vacancies
  • Generate more reviews and supercharge your marketing campaigns
Presenters:
Chase Ausley
George LaDue

Chase Ausley
Senior Director of Product Management
Binary Fountain

George LaDue
Senior Director of Enterprise Sales
Binary Fountain

About the Author

Kayla Zamary
Marketing Manager

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