Resources: Webinars, Blogs, Case Studies | Binary Fountain

Resources

Latest case studies, webinars, and blog posts

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. So how has this influenced their decisions when it comes to healthcare? And how does this affect digital marketing strategies when it comes to attracting them as patients and building loyalty?

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.

We’ll share:

  • Survey results that provide insights into how they use online reviews.
  • What works and what fails when it comes to marketing to them.
  • What they look for in their care experience.
  • A case study from Dayton Children’s Hospital on their experiences marketing to millennials.
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About the Author

Kayla Zamary
Marketing Manager

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Growing Influence of the Online Healthcare Consumer

In our second annual Healthcare Consumer Insight & Digital Engagement survey, we get an updated view into how patients search, evaluate – and share – their experiences with their healthcare providers.

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About the Author

Beth Downey

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Comprehensive Guide to Managing Your Review Platforms – Multifamily

Learn how to how to properly and efficiently manage reviews from third-party review platforms, as well as how to claim your listings and improve the marketability of your properties.

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About the Author

Beth Downey

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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.

reputation-management

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, written with inconsistent voices, 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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Healthcare Marketer’s Guide to Managing Online Review Platforms

Unless you know the ins and outs of a multitude of ratings and review sites – each with their own caveats – you can inadvertently damage your online reputation management efforts. This ebook provides the practical guidance you need to take control of your online presence on these sites.

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About the Author

Beth Downey

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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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7 Essential Habits of a Successful Online Reputation Management Program

We’ve distilled our years of experience working with leading healthcare organizations into what habits makes up a great online reputation management program.

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About the Author

Beth Downey

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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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On-Demand Webinar

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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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The Complete Guide to Online Reputation Management for Multi-Family Rental Properties

If you are not carefully managing your online profile, you may be losing renters to the competition who is. This brief ebook will show you everything you need to know to attract renters online.

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About the Author

Beth Downey

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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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