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 …

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 …

How to Respond to Negative Reviews & Feedback

Brian Welke Best Practices, Guides, How to & Tutorials, Online Reviews, Small Business 2 Comments

Receiving a negative review online can be humbling for your business and even you. Negative reviews can come in all shapes and sizes…from constructive criticism to an angry customer who doesn’t necessarily seem angry with you but rather they seem upset with life and are taking it out on you. Unfortunately, this is all apart of life and owning a …

Online Reputation Management: The Complete Guide + Tips

Brian Welke Guides, Reputation Management, Reputation Marketing 1 Comment

No business can succeed today without devoting some time to their online presence. In particular, this is referring to their online reputation. More and more people are using the Internet to find out about a business, thus it is necessary to have some presence online in order to be found by potential customers. Furthermore, your online reputation can determine your …