Resources | Binary Fountain

Resources

Latest case studies, webinars, and blog posts

Does Patient Feedback On Online Review Platforms Correlate To Patient Satisfaction Survey Feeds?

Case Study. Learn how this large health system partnered with Binary Fountain to determine the consistency of patient feedback across online reviews sites and surveys.

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Background

This large health system delivers nationwide medical care at hospitals and multiple practice locations. A leading provider across multiple medical specialties, the large health system (comprised of practitioners and administrative staff) makes millions of patient engagements annually, putting both cutting-edge care and exemplary patient service as top priorities.

Opportunity

Amid continued branch expansion, the large health system identified a mission-critical goal to sustain its reputation as a prominent provider of world-class medical care, delivering an unparalleled visitor experience that both maintained its current patient base and encouraged new patients to visit its national network of medical facilities.

Challenge

The large health system had one primary challenge: to maintain and enhance the industry-leading patient care excellence that had become synonymous with the brand, while also staying in step with rampant national corporate growth. They recognized that the best way to gain comprehensive insights into current consumer satisfaction levels was to aggregate feedback given directly from the consumers themselves.

Solution

The large health system partnered with Binary Fountain to automate data aggregation of both solicited and unsolicited surveys and determine the consistency of patient feedback across both resources. Binary Fountain’s NLP technology broke down patient and social media surveys by both relevant and utilized Common Insight Categories, further classifying information by the number of times a designated category appeared to determine specific data points being quantified in the case study.

Results

Overall, the majority of patient input was positive across all survey formats (social media, inpatient and emergency department) and demonstrated a general correlation between patient feedback from online review platforms and patient satisfaction surveys. However, Binary Fountain’s data proved that structured feedback tends to skew moderately more positive when compared to unstructured replies — a trend that warrants consideration from any healthcare facility seeking to improve consumer satisfaction levels.

About the Author

Kayla Zamary
Marketing Manager

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How to Implement Reputation Management Strategies at the Enterprise-level

Webinar. Learn how to implement reputation management strategies for enterprise healthcare organizations.

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On-Demand Webinar

A crucial challenge for any enterprise healthcare organization is managing its brand perception online. Without a robust reputation management strategy in place to address web optimization and patient reviews, hospitals lose the ability to effectively engage with its patients and struggle to grow as a result.

In this webinar, we’ll go over ways to implement reputation management strategies for enterprise healthcare organizations. You’ll receive best practices and recommendations from a Marketing Director at a large multi-specialty group in Southern Virginia, and learn how her team found success in implementing these strategies.

You’ll learn how to:

  • Optimize your business listings on Google.
  • Utilize patient reviews to make operational improvements.
  • Get universal buy-in and commitment to reputation management initiatives throughout your organization.

 

Presenters:
George LaDue

Paula Lumsden
Marketing Director
Tidewater Physicians Multispecialty Group

George LaDue
Senior Director of Enterprise Sales
Binary Fountain

Krystal Taing
Listings Management Product Specialist
Rio SEO

About the Author

Kayla Zamary
Marketing Manager

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How Can Text Messaging Grow My Business?

Webinar. Learn how to increase reviews, save resources, and engage your audiences directly from the phone in their pockets.

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Engaging your audience with a text message isn’t just the latest marketing trend—it’s proving to be an efficient messaging tool that gets results. Research shows that text messaging click-thru rates average 36 percent—a significantly higher ROI than other consumer-facing channels. 

In this webinar, we’ll cover how to increase reviews, save resources, and engage your audience directly from the phone in their pockets.   

You’ll learn how to: 

  • Increase response rates on reviews and testimonials via mobile device 
  • Measure performance on campaigns and automate processes for your staff 
  • Strategically target review sites like Google and Facebook to ensure your reviews are seen  

You will also get a brief introduction to our text messaging and email testimonials capabilities that can save you time managing campaigns and increase online reviews. 

Presenters:

Chase Ausley
Senior Director of Product Management
Binary Fountain

 

About the Author

Kayla Zamary
Marketing Manager

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How to Optimize Your Digital Patient Experience

If you are struggling with how to improve your patient experience, join us to learn why digital is a business problem, not just a digital marketing problem.

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Hosted by SHSMD U Webcasts

You already know that a good digital patient experience is central to providing patient-centered care. But, knowing what to do and in what order is hard. If you are struggling with how to improve your patient and consumer experience, join us to learn why digital is now a business problem, not just a digital marketing problem. We’ll give you a practical approach to how you can unify your organization, implement a patient-first vision, and create the change you want to see.

This webinar is being presented by Joseph Jacobellis, Director of Experience & Innovation, HCA Healthcare, Jackie Martin, Principal, Branch Strategy and Aaron Clifford, SVP of Marketing, Binary Fountain.

Watch the webinar on-demand.

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
OnDemand Webinar

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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?

Watch 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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On-Demand Webinar
Co-Hosted By Multi-Housing News

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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? Watch this webinar to learn how Gene B. Glick developed a successful marketing strategy to restore its properties’ “digital curb appeal.”

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

Case Study. The Gene B. Glick Company implemented an online reputation management strategy across 100 apartment communities with a small marketing team.

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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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