Don’t be afraid of customer surveys

Don't be afraid of customer surveys

Customer satisfaction is the most important aspect of your business because without loyal customers your bottom line will suffer. The strategy behind keeping your customers coming back is ensuring that each touch-point in their journey is positive. Your business can track their satisfaction with customer surveys, a method that may make you nervous. But don’t be afraid of customer surveys. They can expose issues you may be unaware of like long hold times for phone calls.

Here are some reasons why you shouldn’t be afraid of customer surveys.

Your online reputation will be protected

As customers are checking out at the end of their visit, have your front desk hand them a customer survey. Keep it short with 5 questions or less to ensure they complete it before they leave. This will give them the opportunity to critique any part of their visit that didn’t go well, and most likely prevent them from complaining about it on social media since they already got it off their chest.

For customers whose satisfaction surveys are positive, your front office can utilize that to boost your business’s online reputation. The strategy is simple: send a daily or weekly email to happy customers asking them to leave you a review on Yelp, Google or any review site that is important to your business. Link directly to that site within the body of the email to make it as easy for the customer to complete as possible. This can be done more efficiently with an automation software.

The feedback can help your business

Surveys can expose process or team issues, as well as highlight an employee’s exceptional performance. Review your customer surveys once every quarter and meet with your team to go over good and bad experiences that stood out. It could serve as a training session in ‘what to do’ in situations that have arised, or may arise in the future.

At the end of the year you can also recognize an employee who handled a difficult situation well, or helped pave the way for a more efficient process that needed adjusting.

Customer surveys are a way to empower you and your staff with information on what your customers are truly expecting. Spend time perfecting the questions you will ask, and consider leaving the last question as a free form field so that the customer can be specific in what worked or what didn’t.

Implementing Your Online Reputation Strategy

Implementing your online reputation strategy

In the first part of this series, Getting Started: Taking Control of your Online Reputation, we kick off where to begin when building and monitoring your online presence. Now that you have your reputation marketing plan mapped out, here are some tools to help you implement your strategy.

1. Claim your business listings and social pages

Customers are searching you online for two reasons: to get your contact information, and to see what other people are saying.

There are some top sites for business listings depending on your industry. Review the ones that show up on the first page of your search and make sure your contact information is correct. If there are other important sites you know as a professional that your business should be listed on – add it! No stone should go unturned.

When it comes to what people are saying about their experience with you, managing your reputation is huge. First, claim your business on Yelp and Google.

If your business doesn’t show up – create your profile! Add your logo and put up some pictures of the inside and outside of your business. It wouldn’t hurt to have a picture of the team either. Customers like to see what they are walking into – it gives them a sense of familiarity.

2. Listen to what your customers are saying

After you’ve claimed your online presence, read any existing customer reviews. Were the reviews accurate to your product or customer service? Are they pointing out areas that you need to improve? It may be hard to read opinions or experiences that aren’t sugar coated, but use it as helpful feedback. It could be really beneficial to your business, and could start bringing in more 4 or 5 star reviews instead of 3 or less.

If there are a couple of unhappy customers that you feel you can help, respond to the reviews and offer them a solution. Thank the customer for their feedback, explain your process and why that may have happened, and possibly offer a solution. But it’s important to know that once you start review management you have to commit to it. Customers will begin to expect a response from you – even the happy ones!

Do online reviews still make you a little nervous? Here is the secret to online reviews.

3. Create targeted messaging for happy customers

Happy customers can be gold for your online reputation. There are a lot of different ways to encourage customers to leave you reviews. Your front desk employees can encourage it verbally at the end of a service, or you can have them send automated texts or emails if you use a marketing software. These messages are normally triggered after an appointment, and if you use a reputation management software, the reviews will be sent straight to Google. And all your staff had to do was click a button!

 

 

 

 

Getting Started: Take Control of your Online Reputation

Getting started with online reputation strategy

What exactly does online reputation mean to your small business?

Think about when you first put up your ‘Open’ sign. Potential patients or clients drove by and considered stopping in, and friends and family showed their support by bringing you business to start you off. Your business’ presence in the community was building – but when attracted customers wanted to learn more, they searched the internet and found an old business listed under your address. Or worse – they found one negative review and nothing else. Now your online reputation is working against you and your new presence in the community.

Taking control of your online reputation may seem overwhelming, so we’ve gathered some tips on where you should get started.

1.  Run a search on Google and Bing

The best place to start is running a simple search on the main search engines. Search your business name alone, and with other important terms like ‘reviews,’ ‘pricing,’ and ‘customer service.’

Right off the bat you’ll get a pulse for what customers are – or are not – saying about your business. You’ll also be able to see where your company website lands in the search engine results. Hopefully it’s the first!

2.  Is the look of your brand consistent?

Your brand’s color palette helps people know they are in the right place. Just like when you order a soda and you are handed a red cup with white lettering – you know right away you’re drinking a Coca-Cola. Make sure you’re seeing consistent colors and logos on your website, social media channels, and business listings. Your brand is a huge support to your online presence, and really acts as the face of your company.

3.  Set reputation goals you want to accomplish

A great way to not be overwhelmed with managing your online reputation is by setting some attainable goals. This will also help you measure your success. Maybe you want to increase the amount of positive reviews you get online to three a month. Pick a review site and detail a plan on how you want to accomplish that. Our Choice Plus package is a great tool to help you set goals. The online reputation dashboard gives you a view into your competitors online presence, your business listings on top sites, and all of your customer reviews in one place.

Be sure to include your employees in these goals so everyone knows what the company is trying to achieve, and consider rewarding them when the goal is met. Taking control of your online reputation should be an enlightening and rewarding experience for the whole team!

Stay tuned for part two of this blog for a roadmap on how to implement your online reputation goals.

Announcing Text Reviews

We would like to announce the addition of our all-new Text Reviews functionality that enables merchants to collect feedback faster by sending review requests where customers are sure to see them: via text message on their smartphones.

Collecting reviews from customers has always been challenging for merchants, as phone calls and emails requesting reviews have historically yielded low response rates. Our Text Reviews offers customers the convenience of providing immediate feedback about their recent visit by sending a review request via text message to their smartphone.

To send text review requests using Text Reviews, merchants get verbal consent from customers to send them text messages. A one-time text opt-in request is then sent to the customer’s confirmed number, providing an easy way for merchants to collect text opt-ins for future text communication with the customer. The customer then receives a text message with a link to a review request containing a unique URL. Reviews submitted from the unique URL are then posted on any merchant web pages and Facebook business profiles connected to a merchant’s Demandforce dashboard.

Demandforce Text Reviews is the latest Demandforce innovation designed to help merchants improve customer satisfaction and retention using technology. Text requests see a 98% open rate compared with just 20-30% for email requests according to a recent Velocify study. This greatly increases the odds that customers will provide reviews with actionable feedback for merchants that can be used to improve the customer experience.

More information on Demandforce Text Reviews functionality, which is available immediately, can be found here

3 quick tricks to strengthen your online reputation

Looking for 3 quick tricks to help you strengthen your online reputation? While nothing beats taking the time to nurture your brand identity and personality online with steady, consistent engagement, the following are 3 quick tricks to help jumpstart your online presence.

1. Leverage Social Media

You took the time to set up your Facebook page, Instagram account, Twitter, and LinkedIn – so now’s the time to utilize them! Collect and post customer reviews on social media, and connect with your customers through engaging, relevant social posts. Showcasing your business on social media increases your value and exposure exponentially!

2. Use Negative Reviews Wisely

Always acknowledge and respond to negative reviews, creating a conversation to reach a resolution. Never leave a negative comment unanswered on a Facebook post or your Yelp page. Even if you need to take the conversation offline, respond publicly so that other customers and prospects see that you responded in a timely matter, and care about working with the customer to come to some sort of resolution. Remember, some negative feedback can add more legitimacy to your positive reviews.

3. Measure, Measure, Measure

Never stop tweaking and learning from your posts and your customers. Establish a plan to track and monitor your online reputation, including these important indicators:

  • Volume
  • Velocity
  • Sentiment
  • Recency
  • Keywords

If you want to strengthen your business’ online reputation, check out the online reputation management tools from Demandforce. You can send automatic review requests, post directly to popular search sites, and manage your online reputation all from our easy-to-use online platform.

Call us at (888) 272-7821 to see a demo, or visit demandforce.com for more info.

How Online Reviews Get You Seen Online

If you’re a medical practice, dental office, veterinary practice, or auto shop and you haven’t considered what it means to rank high on Google or have good reviews, you’re missing out on key revenue opportunities.

Online reviews are now the most trusted source for potential patients, clients, and customers who are trying to choose between all the options out there. Over 80% of consumers now trust online reviews as much as a peer recommendation, and the more reviews you have, the better.

How Online Reviews Help You Show Up In Search

Having online reviews doesn’t just help in getting patients to trust you… it also will organically help increase your business’ search engine rankings. All the major search engines – Google, Yahoo, Citysearch, and Bing – are fans of reviews. This is because users like reviews, and these search engines want to provide users with useful information. A practice, shop, or business that has generated online reviews will be shown higher on the search results page than one without reviews. Plus, if you’re searching say, on Google for a business, and your business has enough reviews and information about it to make it more relevant than other listings, Google will often showcase its Google Local business page in the search results, providing your business with a big boost in online visibility over competitors.

How Online Reviews Keep You High on the Page

One of the ways that search engines like Google and Bing make sure that their content is up-to-date is by checking for new content. Every time a customer reviews your business and posts it online, the search engines identify that as new content, and rewards that business and that page by keeping it higher in the search results. Both your office’s actual website and the review site for your place of business benefit from new online reviews.

How Having Multiple Business Listings Helps Online Visibility

Another factor to consider is that having multiple business listings spread across major consumer sites ensures that you get seen by the widest possible group of consumers, regardless of where they are coming from, and what search engine they use. Have you ever seen a Bing search result or review pop up on Google? Or a Yahoo review? Probably not, and that’s because the major search engines don’t want to provide their competitors with free traffic. That’s another reason why USER-generated online reviews are so important, as those are the only ones search engines will show (aside from ones on their own platforms).

This is why your business can benefit from having complete and accurate business listings on Google, Bing, Citysearch, Yellowpages, Demandforce Local, and more. You cover 95% of where local searches occur.

If just thinking about managing 4+ business listings makes your head spin, don’t worry. If you invest in a platform like Demandforce, you can just log into your Demandforce portal and manage all your local business listings in one place. We’ll keep your contact information and business hours updated automatically, so you don’t have to take care of it manually.

How Demandforce Can Help You Get More Online Reviews

As one of the many features of Demandforce, your business gets help with reputation management and collecting online reviews. However, we know that in order to leverage reviews on sites like Google, it’s not just about getting high numbers, it’s about how you collect and manage them as well. Demandforce not only provides you with ways to automatically request reviews from patients and clients, but they also allow you to showcase positive reviews on your website, Facebook page, and Demandforce business profile.

Demandforce also helps you make sure that the business reviews online are from your actual patients and clients. This helps protect your online reputation, and boosts word-of-mouth referrals as well. And while some lower-star ratings are actually useful (they help show that your business is ‘real’ and the reviews are legitimate, Demandforce also allows you to target certain patients for review requests, so you increase the likelihood that the review your clients post will be a positive one.

Plus, when a client submits positive feedback about your business, we encourage them to share their experience with their social network. We make it easy to post a link recommending your business on Facebook, so you get more business, and they get the chance to refer a friend or relative.

For more information on how Demandforce can help get you seen online, visit demandforce.com or schedule a free demo with one of our experts: (888) 272-7821.

How automated communications provide a better patient experience

If you’re the owner of a small business or healthcare practice, you are probably no stranger to appointment reminders. Studies have shown that appointment and reservation reminders of any type—voice, email, text, or postcard—can have an immediate and positive impact on the number of confirmed appointments and completed bookings.

Yet despite the benefits of appointment reminders and personalized communications with customers and patients, many small businesses and practices have not optimized this process, and staff can find themselves frustrated or overwhelmed by the time it takes to track down unconfirmed patients or organize a system of sending and following up on booked appointments.

When managed or set manually, appointment reminders and other customer communications can become unwieldy and stressful, especially for a small staff that already has a long list of day-to-day tasks they need to complete. Even with the best of intentions, small details can slip through the cracks, and the overall patient experience can suffer.

The solution: automated communications

The solution to this dilemma facing small businesses and practices is simple: automate as many communications as you can for your patients. This is a win-win solution, as it not only makes life easier for your staff, but it increases the entire experience for your patients.

What can you automate?

  • Appointment reminders & confirmations
  • Requests for online reviews
  • Patient feedback via surveys
  • Email campaigns and recall reminders

Automating communications doesn’t need to be expensive or complicated either. Demandforce offers a complete patient communications solution by providing automation assistance for all of the above and more. For example, Demandforce offers an online scheduling system that automates the booking process and the reminder process, making tedious tasks an afterthought. Email and text reminders can be sent through the system automatically without any additional actions required by your staff.

A better patient experience

By automating your patient communications, you are making sure that your patients and customers connect with you in a seamless, consistent manner. This removes gaps in the communication timeline, and also eliminates instances where you contact a patient only to learn that they have already been contacted previously. A platform like Demandforce also integrates with your current practice management system, and leverages the information you have there to make sure that all your communications with patients are relevant and timely to that specific patient.

In today’s modern world, patients expect more than just a one-off positive experience – they want to establish a long-term relationship with their healthcare providers, and one way you can make your patients and customers feel special is by sending them customized messaging that syncs with their previous visit history and other preferences.

It’s becoming easier for patients to widen their search for healthcare providers, and so offering a better patient experience through automated communications solutions will help you stand out from among the crowd.

A Quick 4 Online Reputation Checklist

As the owner of a small medical or dental practice or small business, your online reputation is important to establishing your credibility to your patients and customers, attracting new business, and growing your bottom line. However, if you’re just starting out on the online world, you might not know where to start. But you need to stay conscious of what you’re posting on the Internet, and how quickly it can spread.

Here’s a quick 4 checklist you can use to determine the strength of your online reputation, and what you might need to focus on.

✓ Set up a Yelp business page, Facebook page, and Citysearch page for your business.

If you don’t have, or don’t maintain, a public profile on any or all of these sites, you’re missing out not only on the opportunity to attract new clients; but you also might be allowing a negative reputation to build itself online without your knowledge.

✓ Google your business and set up a Google Alert

You should always be aware of how your practice or business is being represented online, and who’s talking about it. Setting up a Google Alert for your business name, and even say—a competitor’s name or keywords for your industry—keeps you aware of what’s trending, and who’s talking about you.

✓ Collect testimonials and positive reviews to share on your website, on your storefront, and online.

Don’t know how to collect reviews? With Demandforce, you can send one-click online review requests to your patients and customers to help you collect more and better online reviews.

✓ Survey your customers to see what you can improve upon and what it is you’re doing that they like

Sending patient and customer surveys helps you keep appraised of what’s working for your customers, and what might not be. Plus, it shows your customers that you care, and that you’re proactive in accepting feedback and always looking to improve the customer experience.

Once you have addressed and set up these four aspects of your online reputation, you’ll be on your way to discovering a whole new world of potential patients and customers, and owning your online reputation.

Improve Your Practice’s Productivity in 2017 with These Top 5 Healthcare Automation Processes

It’s a new year, which means it’s time for another set of resolutions. But rather than deciding to choose the same old resolutions that never quite motivate you enough to follow through on them, why not focus on just 5 of the easiest, yet most effective, healthcare automation processes that will boost your practice’s productivity and keep you connected with your patients.

All patients enjoy a friendly, attentive practice—so if you’re too busy on the phone, or handling paperwork when you should be focused on your patients, you might lose patients, referrals, or new business.

Here are our Top 5 picks for healthcare automation processes that will help you better manage your time and eliminate time-consuming or repetitive tasks.

If you’d like to learn more about marketing automation and how it can help your practice, visit www.demandforce.com.

Appointment Reminders

Spend less time chasing down confirmations by setting up automatic appointment reminders for your patients. You can send advance email reminders, text alerts, or even an automated voice call to cut down on no-shows and forgotten appointments.

Recall & Check-Up Reminders

Increase the number of patients you bring back time and again by automating your recall and check-up reminders. Save time by setting up a schedule for when to send out recall emails and notifications so you’re not overwhelmed by all the scheduling.

Patient Surveys

Gathering patient feedback about the quality of service you’re providing, and showing patients you care about giving them a great experience goes a long way in attracting new patients, and keeping the ones you have. Setting up an automated system of sending and collecting patient surveys allows you to constantly gather data about your practice without worrying about this practice slipping through the cracks on busy days. 

Birthday Greetings & Special Offers

Sending birthday messages to your patients, or sending an exclusive offer to long-time patients is a proven way to retain lifetime patients, and promote practice advocates and referrals. Sending cards in the mail is costly and time-consuming, so why not automate this process and/or send email greetings to your patient base?

Requests for Online Reviews

These days, your online reputation is so important in attracting new patients, and establishing your practice as reputable online. That’s why the more online reviews you have from patients, the better. But we know that sometimes asking for those reviews, and following up with patients, can take up a lot of time. So why not automate your request for online reviews, so that a friendly email request is sent to all your patients shortly after they finish their appointments, asking for their review. Then you can quickly review and post these on the most popular social media sites; saving you time and the headache of sorting through various sites, and reposting.

These are our top 5 healthcare automation processes, but there are so many that we didn’t mention as well. With so many choices to help you better leverage your time and schedule, there’s no reason your should be sacrificing productivity in your practice. If you want to learn more about healthcare automation, and your options, click here.

Do you own your online reputation?[Infographic]

If you’ve ever wondered why your online reputation is important, then this infographic is for you. In a world increasingly driven by online reputations, knowing how to leverage your online reputation and how to best utilize social media will only help you stand out among the competition, attract new customers, and gain more positive online reviews.

This infographic will help you figure out if you truly own your business’ online reputation – and what you can do to reclaim it.

If you’re looking for ways to own your online reputation, Demandforce can set up a personalized demo for you. From one-click review requests and automatic posting to social media sites; pre-written email campaigns; and integration with sites like Facebook, Yelp, Google Local, and Citysearch, Demandforce can help your business take control of its reputation, and boost your rating and reviews online.

It’s easy and quick to schedule a live demo to learn more about the product – just click here!

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