Active Listening: The Key to Patient Communication

Brian Welke Best Practices, Customer Experience, Dental, Guides, How to & Tutorials, Medical, Reputation Management 0 Comments

There is little doubt of the importance of patient experience and satisfaction in the medical profession these days. There continues to be a fundamental shift from the traditional approach to medicine centered around doctor directed care to the emphasis on patient satisfaction and experience. (I have written about the difference between patient experience and satisfaction here.) With this change in …

Please Don’t Gag Your Customers

Brian Welke Best Practices, Customer Experience, General, Guides, Legal, Online Reviews, Reputation Management, Small Business 0 Comments

It’s often easier to learn from bad examples than from good ones.  Sometimes we learn best when seeing what not to do, instead of what to do.  This applies across all aspects of life, from relationships to parenting, and especially to business. This post is about one way not to manage your business’ reputation.  That is, unless you want the …

Patient Experience: What is it & How to Improve it

Brian Welke Best Practices, Customer Experience, Dental, Guides, How to & Tutorials, Reputation Management, Small Business 0 Comments

The healthcare industry is going through, and will continue to go through, massive amounts of change. Part of this is due to an increased focus on the patient as a consumer. This means that healthcare providers are being judged not only on the results of a medical procedure, but in the customer service aspects of how the entire process around …

The Customer Experience Management Guide: Improve CX Strategy

Brian Welke Customer Experience, Guides, How to & Tutorials, Online Reviews, Reputation Management 0 Comments

“Well, I’m never going there again.” Those are words you hope to never hear regarding your business. It can, unfortunately, happen. That phrase is proof positive that your business failed in its mission to provide a quality experience. You spent years of your life learning and developing your skills but sometimes the customer’s experience can fall short based on something …

10 Ways to Have a Terrible Online Reputation

Brian Welke How to & Tutorials, Reputation Management, Small Business 0 Comments

How to have a terrible online reputation: the top 10 countdown By following these 10 steps, you are sure to have an awful online reputation. And you are guaranteed to lose business and customers. Ten: Do not care or pay attention to your online reputation. If you pay no attention to review sites, bother to have social media sites, or even …

Courthouse

Lawyers: Leverage Client Feedback for More Referrals

Brian Welke Legal, Referral Marketing, Small Business 0 Comments

It’s no secret: Many law firms work every single day to acquire new clients. Most attorneys know the law exceptionally well, inside and out. Many are also very good at managing the business and financial elements of their practice. However, marketing and sales can be whole different animal. And while a strong marketing mix of advertising, social media, and public relations …

dental referrals

Dentists: Leverage Patient Feedback for More Referrals – Here’s How

Brian Welke Dental, How to & Tutorials, Referral Marketing, Reputation Management, Reputation Marketing, Small Business 0 Comments

It’s no secret: Many dental practices struggle every single day to acquire new patients. Most dental professionals know their vocation exceptionally well, inside and out. They are also probably very good at managing the business and financial elements of their practice. However, marketing and sales can be a whole different animal. And while a strong marketing mix of advertising, social media, …

The Complete Guide to Hotel Reputation Management

Brian Welke Guides, Hospitality, Reputation Management 0 Comments

Lucy and her family are traveling to your area for a fun, relaxing vacation. Before they can depart, they have to make all their travel arrangements. Since Lucy has never been to your area, she decides researching hotels online will be her best option for finding an enjoyable place to stay. She compares reviews on the popular website TripAdvisor. Lucy …

New Google Experiment: Google Posts

Brian Welke Google, Small Business 0 Comments

“Is there a restaurant serving green beer for St. Patrick’s Day around here?” asked Sherri. “I don’t know, just Google it” replied Frank. Google is one of the most used search engines on the web. You can Google just about anything and it has quickly become the shining star of search engines. In fact, Google has been the answer to …