We’ve all heard the timeless adage: “You’ll never get a second chance to make a great first impression.“ In healthcare, this is true perhaps more than in any other environment. Experts say it takes on average only 7 seconds for Read More
The Importance of Service Recovery Cannot Be Overstated In today’s deeply consumer-driven healthcare sector, following up with patients is not only critical to compliance and outcomes, it is becoming the key factor in both retaining and building stronger, healthier patient Read More
Like it or not, in today’s digital world physician practices must focus their attention and efforts toward online marketing to attract new patients. According to research, 75% of patients have searched online to find a healthcare provider. Of those patients Read More
It’s no revelation that the ability to rely on word-of-mouth marketing and in-office patient retention alone is a thing of the past for healthcare providers and clinics. Today the internet is the “primary resource for patients searching for healthcare providers” Read More
Turning Dissatisfaction Into Trust & Assurance Last week we unpacked the unique opportunity of strengthening the patient-provider relationship by monitoring feedback consistently and responding quickly. In his blog, “Service Recovery: Turn Unhappy Customers Into Loyal Fans,” author Harsh Vardhan writes, Read More
Tried and True When I think about the tried-and-true relationships in my life, I find they all have exactly that in common – a period of trying that led to a deeper, more meaningful level of relationship. The bonds were Read More
Social Proof Last week we began discussing the topic of your healthcare facility’s Google reviews and how to leverage your satisfied patients to improve your online reputation. Google really has become our one-stop-shop for basically all information these days: directions Read More
Online Reputation What did we do before the internet? Seriously. Just yesterday I learned how to replace a damaged spindle, I refilled several prescriptions, I ordered groceries, I researched the pharmacy’s hours of operation, and I shopped for a new Read More
Information Bankruptcy COVID-19 has become like a sort-of “red-headed stepchild” we’re all now bound to as a result of a begrudging and undesired union. (No offense if you actually are a red-headed stepchild, but you get my point… hopefully). Whether Read More
Last week we began our expectations for 2021 by initially characterizing the new kind of patient directly affected by the COVID-19 pandemic. In case you missed it, feel free to catch up here. In a nutshell: the rising rates of Read More