This talk was given at the San Diego County Medical Society in September 2013. We went through what physicians need to know about protecting their online reputation. We also touched on the latest news in the world of social media and what practices should be doing to take advantage of it.
From Event to Action: Accelerate Your Decision Making with Real-Time Automation
Reputation Management & Social Media Update
1. Welcome…
Social Media & Reviews:
A Dynamic Duo
Look for these in today’s talk…
GROWTH TIP
#SDCMS Follow on Twitter @MoniqueRamsey
2. Meet Monique…
Founder and Social Media Horticulturalist
20+ years experience: medical practice management, marketing, training,
and consulting
Certified Relationship Marketing and Social Media Strategist (2009)
•
Winner 2010 #influenceSD Award for Best Social Media in Business
•
Alert Press Top 5 Medical Practice Facebook Fan Pages
•
Named on of 17 Top Facebook Pages for Small Business, 2012 (Fluxe Digital)
Interviewed by SmartMoney Magazine, American Medical Association,
Dermatology Times, Surge, Medical Economics, ReachMD on Satellite Radio
Contributor to Cosmetic Surgery for Dummies
Board – San Diego Social Media Society
#SDCMS Follow on Twitter @MoniqueRamsey
♥music, ♥USC, ♥sports,
♥spa days, ♥shoes
♥driving fast ♥creative
endeavors!
3. “The Internet has
forever changed the
way our patients will
approach healthcare.
Digital or social media
is NOT a passing fad…
get past that.”
- Howard J. Luks, MD
Fast Fact: Nearly 16 minutes
of every hour is now spent
on social networking sites.
(Experian study 2013)
#SDCMS Follow on Twitter @MoniqueRamsey
5. Connected Consumers
• Will share more if there
is value in return
• Make decisions
differently
• They influence and are
influenced differently
• MOMENTS OF TRUTH
Read: Brian Solis
What’s the Future of Business
#SDCMS Follow on Twitter @MoniqueRamsey
6. A *NEW Consumer Culture
THEN - Traditional
• Reliant on WOM among
people they know and
trusts in the real world.
One to one
• Influenced by print,
traditional online ads,
TV, radio
• Selling
• Push Marketing
NOW - Connected
• One to Many
• Shared Experiences
• Powerful Influence
• Window to the world is
REAL TIME
• Readily share reviews
and experiences in
social networks.
• Can be a practice ally
7. Social Presence
DID YOU KNOW:
72% of consumers trust
online reviews as much as
personal recommendations!
Personal recommendations
are the number one driver
of consumer purchase
decisions at every state in
the purchase cycle.
Sources: Search Engine Journal, Forbes, Social Media Today
8. The Basics…
Claim all the free
listings you can on
review and
consumer sites such
as Yelp, RealSelf,
Vitals, etc. and fill
them out
completely and with
KEYWORDS.
#SDCMS Follow on Twitter @MoniqueRamsey
9. Getting Reviews – Need ###s
ASK – think of touch points:
• Surveys / Respond to
patients you know are
happy
• Sign up for alerts so you
don’t miss happy pt.
reviews
• Exam Room – MD ask
#SDCMS Follow on Twitter @MoniqueRamsey
10. Secret Web Page
Share Your Experience!
link
link
link
link
link
link
www.yourwebsite.com/myexperience
#SDCMS Follow on Twitter @MoniqueRamsey
11. Reviews in Hand
In Office
• Pictures / brag books
• Screen Savers
Online
• Reviews Page on website
• Add a branded badge to your
website
• Blog content
• Social Media…
#SDCMS Follow on Twitter @MoniqueRamsey
12. GROWTH TIP:
Real Patient
Ratings
• 3rd party service
• reviews of your REAL
patients
• Adds new and fresh
review content daily
that Google actually
sees
• Leads 2x-6x more
likely to convert
• Benchmarks
• 100 % of member
websites on page 1 of
Google
• 96% of RPR listings on
page 1 of Google
• Free trial
Real Patient Ratings
18. Now Post!
• Include links back to your site where the
reviews are “live” and/or back to your
Real Patient Ratings profile (3rd party
adds legitimacy)
• Use #hashtags, keywords, and consider
typing out the words in the graphic for
searchability
• Don’t post them all at once
• Instagram (#hashtags important)
• Twitter
• Google+
• Facebook
• LinkedIn
• Pinterest
19. GROWTH TIP
Pinterest – Create Boards
https://www.viraltag.com/
for auto-pinning / IV drip
method ;)
22. Admin – Edit Page
#SDCMS Follow on Twitter @MoniqueRamsey
23. LinkedIn
Recommendations
“The best LinkedIn
recommendations are ones that
offer specific results or tell a story
of transformation. To request a
LinkedIn recommendation you
must be connected to the person
you want to receive it from.”
– Laura Rubenstein
www.laurarubenstein.com
#SDCMS Follow on Twitter @MoniqueRamsey
33. YELP Private Message (same day)
Step 1 - Respond ASAP*
Hi Kathryn,
Thank you for posting your comments. This is not the kind of 5 star experience
that we strive for. I would like to send your comments to the CEO for review. If you could
email me with your full name and email address, I will be able to have your chart pulled
and examine what went wrong. Thank you again for bringing this to our attention.
Oh, one more question... did you happen to tell anyone else about this, prior to
posting on Yelp? I am just curious so I can try to re-trace what happened. My email is
monique@ljcsc.com.
Thank you so much,
Monique Ramsey
Director, LJCSC Community
*( = you have to monitor!)
35. 5 Days Later on YELP
Step 3 – Thank them! / Acknowledge
36. “The Blemish Effect”
Stanford Graduate School of Business
and Tel Aviv University
“…small doses of mildly
negative information - a socalled blemishing effect may actually strengthen a
consumer's positive
impression of a product or
service.”
38. Keywords – About Section
Put keywords in
your About
Section for better
results when
people search
Click here to edit
#SDCMS Follow on Twitter @MoniqueRamsey
39. Promoted Posts
(Reach More Fans)
Click “public” to make this
box appear
It re-calculates reach as
you change budget
Set run time
44. Value of G+
• SEO Benefit
• Rapid growth - 135 Million
active users and 60% log in
every day
• Communities
• Getting a +1 is like someone
giving a recommendation for
your practice – and it shows up
in search
• Posts show up in search too!
• Local pages – part of Google
search results. (You can merge
your Local Page (aka. “places
page”) into a new Google+ page
• Reviews
• Important Note: Authorship
(not for pages – only personal
profile accounts)
45. Full Google
Integration
Connect & Categorize Peeps into “circles”*
Be Aware: All content is indexed by Google
– even communities that are private/invite
only
*Nice for separation of your
patients and personal life…
#SDCMS Follow on Twitter @MoniqueRamsey
This is you!
Discover
trending topics
and jump into
the
conversation
Manage
Events
Add your biz
page here!
46. G+ Hangouts & YouTube
Hangouts – Up to 10 people
Then everyone else can be live
broadcast / streaming on
YouTube and recording saved for
future views.
47. Be There or Be 4Square
Haha!
Add
specials
(up to
two) to
really
help you
stand out
from the
crowd to
users
#SDCMS Follow on Twitter @MoniqueRamsey
48. Additional Tips
• Organic Growth
• Connect with
businesses and events
and interact with them,
share their content
• About Section
• Settings – Set 13+,
allow , comments,
tagging, to post, etc.
• Admins
Slideshare.net/moniqueramsey
49. STAY TUNED
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