reputation management & social media update

Welcome…Social Media & Reviews:

A Dynamic Duo

#SDCMS Follow on Twitter @MoniqueRamsey

GROWTH TIPLook for these in today’s talk…

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

♥music, USC, ♥

sports, ♥

♥spa days, shoes ♥

♥driving fast creative endeavors!♥

#SDCMS Follow on Twitter @MoniqueRamsey

“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

Connected Consumers

• Empowered• Informed• Demanding• More Discerning

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Connected Consumers

• Will share more if there is value in return

• Make decisions differently

• They influence and are influenced differently

• MOMENTS OF TRUTHRead: Brian Solis

What’s the Future of Business

#SDCMS Follow on Twitter @MoniqueRamsey

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

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

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.

The Basics…

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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

Getting Reviews – Need ###s

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Secret Web Page

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Share Your Experience!

link

link

link

link

link

link

www.yourwebsite.com/myexperience

Postcard Website

Reviews in Hand

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In Office• Pictures / brag books• Screen SaversOnline• Reviews Page on website• Add a branded badge to your

website• Blog content• Social Media…

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

GROWTH TIP: Real Patient

Ratings

Social Integration…Review Amplification

#SDCMS Follow on Twitter @MoniqueRamsey

Turn Your Reviews Into Shareable Content

Create “Art”GROWTH TIP:

PicMonkey.com

Create Photo Albums

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Considerations:• Formats (and keeping them uniform or not)• Branding

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

GROWTH TIPPinterest – Create Boardshttps://www.viraltag.com/ for auto-pinning / IV drip method ;)

Facebook Recommendations

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Address is KEY

Admin – Edit Page

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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 Rubensteinwww.laurarubenstein.com

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Skills and Endorsements for Those Skills

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You’ve Got Mad Skills**To be very talented at

something.Source: Urban Dictionary

NEW

Adding SkillsNEW

Google+ / Local

Case Study…Google Search

Search Like a Patient Would…

So What’s Missing?

#1

#21

Case Study…Negative Review – What to Do

Case Study - YELP

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 RamseyDirector, LJCSC Community

*( = you have to monitor!)

YELP Private Message (same day)

Step 2 – Administrator Contact

5 Days Later on YELP

Step 3 – Thank them! / Acknowledge

“The Blemish Effect”

“…small doses of mildly negative information - a so-called blemishing effect - may actually strengthen a consumer's positive impression of a product or service.”

Stanford Graduate School of Business and Tel Aviv University

Social Buzz…Other New Things You Need to Know

Keywords – About Section

Put keywords in your About Section for better results when people search

Click here to edit

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Click “public” to make this box appear

It re-calculates reach as you change budget

Set run time

Promoted Posts (Reach More Fans)

PollsPromoted Posts (Reach More Fans)

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Notice baseline

Engagement Rate Calculation: (MANUAL!)

talking about / total “likes”

2% is average so anything over this is AWESOME

70% Engagement

Rate

#VCS2013 Follow on Twitter @MoniqueRamsey

Fan of the Week(rewards engagement!)

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)

Full Google Integration

Connect & Categorize Peeps into “circles”*

Manage Events

Be Aware: All content is indexed by Google – even communities that are private/invite

only

Discover trending topics and jump into

the conversation

*Nice for separation of your patients and personal life…

This is you!

Add your biz page here!

#SDCMS Follow on Twitter @MoniqueRamsey

G+ Hangouts & YouTube

Hangouts – Up to 10 peopleThen everyone else can be live broadcast / streaming on YouTube and recording saved for future views.

Be There or Be 4SquareHaha!

Add specials (up to two) to really help you stand out from the crowd to users

#SDCMS Follow on Twitter @MoniqueRamsey

• 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

Additional Tips

STAY TUNEDSign up to be notified aboutour upcoming Monthly Training Webinar Series…

Tons of Social Media Secrets for One Low Monthly Subscription!

http://go.cosmeticsocialmedia.com/list

Questions?Monique Ramsey

Toll Free Direct Dial 877-401-5485

Email: monique@cosmeticsocialmedia.com

Facebook.com/CosmeticSocialMedia

Twitter.com/MoniqueRamsey

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