Active Listening: The Key to Patient Communication

Eric Welke Best Practices, Customer Experience, Dental, Guides, How to & Tutorials, Medical, Reputation Management Leave a Comment

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 emphasis comes a number of other changes. One of these is the increased transparency of patient reviews on social media and search engines. Whether the shift to patient experience is a boon or bust, it is the reality and must be addressed. Part of addressing the changing emphasis is the preeminence of your communication skills as a healthcare provider.  Communication has always been at the center of good healthcare, but it is doubly important now. Downfalls of Bad Communication Skills Not only is communication key to a patient centered approach to …

Please Don’t Gag Your Customers

Eric Welke Best Practices, Customer Experience, General, Guides, Legal, Online Reviews, Reputation Management, Small Business Leave a Comment

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 Federal Trade Commission knocking on your door. Which probably isn’t in the best interests of your company.  I take it as a given that you are already actively managing your business’ reputation online.  If not, I humbly suggest you start. The Gag Clause One of the worst ways to actively manage your reputation is through the use of gag clauses, also known as non-disparagement clauses.  These are contract stipulations that threaten legal or other punitive action against a customer if they make negative comments about a business’ services or products …

Patient Experience: What is it & How to Improve it

Eric Welke Best Practices, Customer Experience, Dental, Guides, How to & Tutorials, Reputation Management, Small Business Leave a Comment

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 that procedure is handled. As Becker’s Hospital Review put it, the healthcare industry has moved from a “doctor knows best” mentality to one based on patient experience and satisfaction. This is partly due to the development and reliance on Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys for reimbursement rates for Medicaid and Medicare. But it is also due to the increased availability of review websites such as Google and Yelp. These sites allow one patient’s perspective to be displayed across an entire market. All it takes is one …

The Customer Experience Management Guide: Improve CX Strategy

Eric Welke Customer Experience, Guides, How to & Tutorials, Online Reviews, Reputation Management Leave a Comment

“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 other than those skills. These negative experiences, for the sake of your business, are hopefully few and far between. If they do happen though, there are steps you and your employees can take to make sure they don’t happen often. These steps are not a list of best practices, but rather a guide on how to be intentional about each interaction with prospective or current customer, patients and clients. By being more intentional you can improve your business’ overall quality and reputation. In short, it is a guide on why …

10 Ways to Have a Terrible Online Reputation

Eric Welke How to & Tutorials, Reputation Management, Small Business Leave a Comment

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 a personal website, you can save time and money. If you don’t care about your online reputation and since anyone with Internet access can post reviews about your business online (even strangers half way across the world who have never heard of your business before) then you are well on your way to failing. You can keep holding your head high, as ignorance of your reputation can be blissful, especially if the ratings and online comments about your business are dissatisfactory. You will never know how the general public’s experience …

dental referrals

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

Eric Welke Dental, How to & Tutorials, Referral Marketing, Reputation Management, Reputation Marketing, Small Business Leave a Comment

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, and public relations can certainly go a long way in promoting your practice, none of these passive channels quite equal the value of a positive, direct patient referral. According to Wharton School of Business, a referral customer costs a lot less to acquire and has a higher potential for retention and loyalty. Specifically, a referred customer has a 16% higher lifetime value than a non-referred customer. Patient referrals are one of the most powerful ways that you can use to grow your practice and are exponentially more effective than passive marketing …

The Complete Guide to Hotel Reputation Management

Eric Welke Guides, Hospitality, Reputation Management Leave a Comment

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 decides to make reservations and spend her money at a well-liked and highly reviewed hotel online. So the question stems, did she make her reservations at your hotel? If your hotel strives to succeed in Hotel Reputation Management, there is a good chance she picked you! Hotel Reputation Management Is Vital in Achieving Success If you want to run a successful hotel, then you must understand hotel reputation management. So, what exactly is reputation management for hotels? It is the supervision and inspiration of your hotel’s brand on the Internet. …

WordPress Plugin: Feedback Tab / Review Us Button

Eric Welke How to & Tutorials, Online Reviews, Reputation Management, Tools, WordPress 3 Comments

RenegadeWorks has released a new WordPress plugin.  This plugin adds a floating feedback tab / clickable review us button to the side of your website. The tab / button stays in the same position as your visitors scroll down the page, but is not intrusive. It can be linked to: Your RenegadeWorks location page A feedback form A review site profile Anywhere else you wish The plugin is developed to have a great user experience: No Javascript is used to generate the floating widget, only HTML and CSS The feedback tab button has a hover effect when the cursor is dragged over it to encourage interaction When the widget button is clicked a new browser tab will open to the page you specify. This means the visitor stays on your site in the original tab so you don’t lose any traffic. Plugin Options The plugin is designed to be customizable …

Reputation Management for Small Businesses

Eric Welke Reputation Management, Small Business Leave a Comment

Small businesses often face a huge variety of problems when it comes to both advertising and online reputation management. The main cause for bankruptcy is a poor business plan, as opposed to economical and outside factors. You will also find that many business owners under price their products in an attempt to get sales, and this can often lead to price surges and unhappy customers. With 9 out of 10 small businesses failing within the first two years, reputation management is crucial if you want to stay on top of your competition. How Reputation Management Can Help Install Success in Small Businesses So how can reputation management help small businesses succeed? Reputation management allows you to charge a higher rate for your products or services by installing confidence in your users. Customers often lack confidence when shopping with a new provider and prices remain to be a fundamental part of …

Online Reputation and Online Reviews Statistics You Need to Know

Eric Welke Online Reviews, Reputation Management, Statistics 2 Comments

The World Wide Web has truly transformed the world; including, the way in which people communicate, gather and provide information, the ability to watch hundreds of videos without moving from a couch, and arguably one of the most important ways the internet has changed the world: the access to every individual and business online. With access to you or your company only a click away for billions of people, your online reputation is extremely important. The days of just a few critics writing a column in the Sunday newspaper have passed with the common world of the Internet. Today, we live in a culture that takes multiple voices to form opinions about a business. This can work in your favor or against you. Within minutes, your name could be branded positively or negatively in the minds of the world with just one web search. Customer reviews will either make or …