Reputation Management and the Significance of Your Net Promoter Score

Does anyone remember the old catchphrase: “Who s Ya?” From TV to pop music to healthcare ivery, the challenge of effective reputation management is to quantify the patient experience. We’re all familiar with fundamental survey questions. It is the most common technique to assign a number value to a human experience. Surveys vary, but there are five…

Online Reviews: Your Medical Practice Marketing Imperative

Real-world marketing stories come to my attention with increasing regularity. And, frequently, they reinforce the strategic importance and positive benefits of on reviews by patients. Prospective patients are doing their homework. As many as 85 percent of patients are choosing doctors based on, or assisted by, on reviews, according to the frequently cited study by…

Physician Reviews and the Essence of Consumer Healthcare Marketing

[Series Installment] Once upon a time—as all fanciful tales begin—us good common folk of the kingdom never thought to question the reputation or chivalry of noblemen or knights. Nobles had their regal robes, and knights had their armor. And, in this bygone era in healthcare’s crown estate, legions esteemed their doctors, physicians and surgeons—the much…

Study: What Patients Expect From Your Doctor Review Site

Clear trends in physician reviews and consumer purchase decision patterns have emerged for healthcare marketing professionals. A physician’s on presence may soon become a necessity to attract and retain patients, according to practice management research group Software Advice’s 2014 survey of over 4,600 US healthcare consumers. But, compared to the previous year’s survey, the trend…

How Your Online Doctor Reputation Can Make or Break Patient Choices

Healthcare’s new breed of informed consumer—today’s prospective patient—is making important decisions about choosing a provider long before your office phone rings for an appointment. Physicians and marketing professionals understand that the early competitive battleground for attracting new patients has gone digital, where on reputation is important to consumers than your 12-page Curriculum Vitae. Internet…

Getting it Right: More Physician Reputation Management Rules [Part 2]

[Conclusion of an article in two parts.] Our previous post, 10 Commandments of On Reputation Management for Physicians, (Part one of two) emphasized the importance and value of creating and maintaining your on presence. Moreover, reputation is an ever-present ingredient in health care marketing. And who you are on is who you are to most…

What Happens When Doctors Sue Unhappy Patients? (It’s Not Pretty)

Experienced doctors tell us that, sooner or later in their career, every physician will face the prospect of legal action. Between 75 and 99 percent of practicing doctors, depending on their specialty, will be threatened by a lawsuit according to a NEJM study. Although “patient-sues-doctor” rarely makes the news, the reverse situation—doctor-sues-patient—seems to make the heads…

Reputation Equals Revenue: What’s Your Review Site Strategy?

The painful thing about lost business opportunity is that you often don’t know that it’s lost. It’s revenue that never happened. Here’s a sorry-scenario that we discover all too frequently: A word-of-mouth (WoM) referral passes from a patient to a prospective patient The prospective patient los for your practice on only to find “unhappy” reviews…

Testimonials: The Rules of Effective Social Proof in Healthcare Marketing

Puppy dogs (and kittens) are cuddly cute. Babies (and kids) are scene-stealers. But in healthcare marketing, there’s nothing convincing-and downright effective-than an excellent testimonial. Sorry canine cuteness, but testimonials have been called “the single most powerful marketing tool.” They are a close relative to word-of-mouth advertising, and they are effective in “closing the sale”…

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