Categories
Digital Marketing Social Media

Keys to Effective Social Media for Dentists

Another good article from my friends at TNT Dental.

The heart of social media is what dentists did years ago, long before dental marketing and social media. … years ago, dentists relied on networking and community outreach/involvement to gain patients.

Source: Keys to Effective Social Media for Dentists: The Fundamentals | Blog | Best Online Marketing Companies for Dentists | Custom Dental Websites | (877) 868-4932

A very important aspect of using social media is measuring success. Most of the time dentists do not do this. Tim Healy of TNT Dental makes the very good point that true success is new patients and added income not just activity. If 137 people “like” your post but no new patients or additional income results the post was not really a success.

Categories
Digital Marketing Internet Management Mobile Social Media

Podium

Reviews, Payments, and Patient Messaging Software for Dentists

“Not only do we get quality leads, but it doesn’t take our staff time on the phone to get the appointment scheduled.”

Source: Reviews, Payments, and Patient Messaging Software for Dentists | Podium

In 2021 monitoring your online presence and communicating with patients via text is not an option it is a business necessity.

You could assign and train staff members to do all of this and then attempt to manage and evaluate how they are doing, or you can simply hire experts to do it for you. Outsourcing certain business processes has been trending for years. Now with improved technology and the Covid pandemic pushing people to more online activity e-services are becoming the preferred method of doing business. There are many reasons for this, not the least of which are better results at lower costs.

Podium is a service that provides dentists with a system to generate online reviews, see when reviews are posted, communicate instantly via text, send electronic statements and more. The system can be embedded in an existing web page and integrates with the major practice management systems including Dentrix.

Categories
Digital Marketing Internet Social Media

RevenueWell acquires PBHS , expands dental marketing services

From ADA: FYI

PBHS announced March 31 it was acquired by RevenueWell, a provider of marketing and communication software specifically designed to meet the needs of dental practices.

Current and future customers of both companies will now have access to a unified platform that combines their dental marketing and communications technology,

Source: PBHS acquires RevenueWell, expands dental marketing services

In the past Revenue Well has primarily paired with Eaglesoft.

updated:

Categories
Internet Social Media

Negative Yelp Review

From Jeff Tonner:

A nurse-patient recently trashed a dentist on-line and then engaged her friends (non-patients) to pile on. The dentist successfully convinced Yelp to remove all posts – no small feat. His methodology follows.

He first studied the Yelp criteria it considers when asked to take down reviews. For the non-patients, the dentist found an “Additional Guidelines” section (yelp.com/guidelines) and cited “We want to hear about your firsthand experiences, not what you heard from your co-workers.” For the nurse-patient herself, he saw that COVID claims (she alleged he refused to treat her due to COVID concerns, even though she was vaccinated and used PPE at work) fell under an “extraordinary circumstances” exception on “When should I report a review?”

Categories
Just for Fun Social Media

Old Saying

Remember the old saying, a satisfied customer will tell two or three people, but a dissatisfied one will tell 8 or 10?  Clearly it was written before Google, Facebook and Twitter.

Categories
Digital Marketing Internet Management Social Media

How customer reviews can help your SEO

From GoDaddy Blog:

Customer reviews drive buying decisions. In fact, nearly 95% of shoppers read online reviews before making a purchase, and 72%of people won’t take action until they read reviews about a business.

Those shiny little stars are mission-critical to your business success,

Source: How customer reviews can help your SEO – GoDaddy Blog

The linked article starts with a story of a small business owner who was reluctant to ask for customer reviews and how that reluctance ended up costing her a great deal of business. She could easily have been a dentist.

Customers, including potential new dental patients read user reviews and make buying decisions based on those reviews.

The best way to get more reviews is to ask for them.

Read the whole article it includes a number of helpful techniques including a custom review landing page.

Categories
Cameras Digital Marketing Social Media

Cheat Sheet: Social Media Image Sizes

From my friends at Sesame Communications. This is a great help.

Source: Cheat Sheet: Social Media Image Sizes – Dental Marketing & Practice Management | Sesame Communications

Categories
Digital Marketing Social Media

How to get more Google customer reviews

From GoDaddy Blog:

Online customer reviews have emerged as one of the most important digital marketing tools, especially for small businesses that want to compete with much larger corporations. The best part is, your company does not have to do much of the work except encourage customers to leave their favorable impressions about your business on one or more of the leading customer review sites.

If you still aren’t convinced that online customer reviews matter for promoting your products and services, let’s look at a few statistics to seal the case for receiving online customer reviews.

  • More than 95 percent of consumers read at least one customer review for a local business.
  • Around 90 percent of consumers use online reviews to make buying decisions.97% of consumers read the responses businesses leave to customer reviews.
  • The minimum star rating on a scale of one to five a typical consumer accepts for a business is 3.3.
  • 67% of consumers leave a review after asked to by a business.

Source: How to get more Google customer reviews – GoDaddy Blog

Click through for a very good outline of why you want and how to get Google reviews. Just as importantly the authors give examples of what NOT to do. For example do not try and shame or argue with negative reviewers and do not try and buy positive reviews. Google hates that.

Categories
General Internet Management Security Social Media

How to Clean Up Your Social Media Accounts Without Deleting Them

From Gizmodo: Good to know

There are many reasons to avoid wanting a social media digital paper trail of your entire life. Maybe there are posts there you think your new employer won’t like, or that your new partner’s parents won’t like, or even ones that you don’t believe in anymore. But wiping the slate clean and starting again is only one of your options—you can still tidy up your existing accounts without deleting them.

Source: How to Clean Up Your Social Media Accounts Without Deleting Them

Categories
Digital Marketing Security Social Media

Facebook Wanted NSO Spyware to Monitor Users

From VICE:

Facebook representatives approached controversial surveillance vendor NSO Group to try and buy a tool that could help Facebook better monitor a subset of its users, according to an extraordinary court filing from NSO in an ongoing lawsuit.

Source: Facebook Wanted NSO Spyware to Monitor Users, NSO CEO Claims – VICE

Click for the whole thing. It is a bit in the weeds but the bottom line is that once again Facebook seems to be going to extraordinary lengths to gather data (spy) on us. I wish I trusted them more.

Categories
Digital Marketing Social Media

Online Reviews are Key

From my friends at TNT Dental:

Once you have your social media business pages established, then it’s time to start asking your patients for referrals and reviews. For instance, if you have a Google My Business page, writing a review is as simple as your patient finding you on Google and then selecting “Write a Review” in the “Reviews” section. If you want to go with a Facebook page, patients can provide feedback in the form of a rating system (one to five stars) and/or commentary. Both instances allow you the opportunity to respond to feedback, which displays a commitment to transparency and accountability.

Reading online reviews is one of the top methods customers use when deciding on which product or business to use. According to Inc.com, “91 percent of people regularly or occasionally read online reviews, and 84 percent trust online reviews as much as a personal recommendation.” That’s why getting those reviews are key to building your online presence, and by default, your online reputation.

Categories
Dental Speaker Management Security Social Media

Janice Hurley at AADP March 5

One of the BEST Meetings in Dentistry.

I will be hosting a panel on Cyber Security at the AADP Meeting. One of our panelists will be Janice Hurley, her topic:

Your Social Media Footprint Matters

Answer these three critical questions before you post ANYTHING on social media and you’ll be delighted with the results. Confidently know you’re contributing in a positive manner to your brand and you’ll never doubt your postings

 

Janice Hurley is Dentistry’s Image Expert on personal presence and professional success.Attendees to her courses have described her as profoundly articulate, gracefully charismatic and powerfully entertaining. She has been honored for more than ten years as one of the top speakers in dentistry by Dentistry Today.

Ms. Hurley is an international speaker, author and dental practice management coach. Her expertise lies in personal and professional branding. Janice’s clients value her insight on how their marketing, image and patient interactions contribute to their success. Results are higher treatment acceptance and patients who better value their dental health. Janice’s enthusiasm and practice management pearls have resulted in attendees leaving informed, inspired and reenergized to make a difference.

Janice earned her degree in Organizational Behavior from the University of San Francisco. She is the recipient of the 2019 Spirit of Speaking Consulting Network Award and recently AADOM’s Lifetime Achievement Award. Janice is the author of the newly published book, Dental Image Branding. She is also a contributing author to dental hygiene training books, a featured speaker at Midwestern University – School of Dental Medicine and requested contributor to dentistry’s major publications.

Source: Top Speaker Dentistry Programs, Dental Consultant, Janice Hurley

See you in Orlando March 4-7, 2020

Categories
Digital Marketing Social Media

$25K defamation lawsuit over negative Yelp review refiled against Wilson County woman

The attorney for a Murfreesboro doctor has refiled a $25,000 lawsuit against a woman who left a negative Yelp review against him…

…”Free speech is important,” said Hirschhorn, “but SLAPP isn’t a get out of jail free card for defamation. The limit to constitutional free speech is that people are liable when they abuse it.”

Source: $25K defamation lawsuit over negative Yelp review refiled against Wilson County woman

As a general rule dentists and other professionals have had very little success suing people over negative reviews. The law is on the side of the consumer. In 2016 congress passed a law , called the Consumer Review Fairness Act (CRFA), to protect consumers’ ability to leave an honest online review of a business without being punished.

The best way to respond to a negative review is to overwhelm it with positive ones. If you have fifteen five star reviews and one angry one star review the people reading the reviews will ignore the single bad review assuming, correctly, that it was written bay an angry jerk. By the way, if you have fifteen bad reviews it is not the reviewers who are at fault. You had better fix whatever is wrong.

Categories
Management Social Media

Woman says she was fired after making pro-Trump comment on Facebook

From Milwaukee Journal Sentinel:

Before Robyn Polak attended President Donald Trump’s Jan. 14 rally in Milwaukee, she expressed her support for him on Facebook by posting a “MAGA 2020” comment on a news story about the visit.

She said that comment, and possibly a few others like it, got her fired from her job.

Polak, a South Milwaukee resident who was the only dental assistant at Precision Dental MKE, 6203 S. Howell Ave., said someone found out where she worked, went on her employer’s Facebook page and posted a negative review. The person did not recommend the dental office saying “employees spouting [sic] racist comments on Facebook.”

Source: Woman says she was fired after making pro-Trump comment on Facebook

If the facts of this case – as presented in the linked article – are true, it opens up a slew of difficult questions.

The first observation is that dental office social media posts should avoid political comments. No matter how right you are or how strongly you feel, political commentary is guaranteed to upset people. BUT, if I am reading the article correctly the dental team member in question did not post anything on the office Facebook page she posted it on her personal page.

Allegedly she was fired because of her pro Trump postings. Is it right or even legal to fire someone based on viewpoint discrimination? Was she fired because her employer is anti Trump and did not want a pro Trumper in the office? Or was she fired because a random person made a complaint in an online review? Is it OK to fire someone who expresses support for Bernie Sanders?

Is it right that a single person with strong political views can cause another person to loose her livelihood based on a negative review? A negative review that had nothing to do with the quality of service but was based solely on the team members political views. Views that are more or less shared by about half the country.

Was it cowardly of her employer to cave to a single vocal online critic? Should the employer have stood by the team member and defended her? Is the employer guilty of viewpoint discrimination by firing an employee who expresses her personal opinions on her personal social media sites?

We live in interesting times.

Janice Hurley will be discussing practice image and best online practices at the AADP meeting March 5.

Categories
Digital Marketing Internet Management Social Media

Buffalo Grove dentist seeks more than $4 million in damages over alleged smear campaign

From Cook County Record:

A Buffalo Grove dentist is asking for more than $4 million in damages, claiming a former marketing executive from Des Plaines is using her expertise to engage in an internet smear campaign against him and his endodontics practice.

According to the May 21 Cook County Circuit Court filing, Dr. Robert Goldberg filed the complaint against Mary Katherine Alberti, alleging libel and false light invasion of privacy.

In his suit, Goldberg said that in April of this year, Alberti began to post hundreds of negative online reviews about himself and his practice. He said she pretended to be another patient, falsely accused him of recommending unnecessary treatments and claimed he physically threatened her. Goldberg also said Alberti falsely accused him of hiring someone to break into her home, secretly recorded him in telephone conversations without his permission and falsely stated that he has video cameras throughout his office.

Source: Buffalo Grove dentist seeks more than $4 million in damages over alleged smear campaign | Cook County Record

Hmmm…In the past dentists and others have not done well when attempting legal action against online reviewers.

Stacey Makhnevich

Yvonne Wong 

I wrote the following in 2013, there is no reason to expect anything different today.

Online user reviews have become incredibly powerful. Unfortunately the system as it now stands is  ripe for abuse, inherently corrupt and professionals, especially dentists, are prime targets with virtually no legal protection. As a dental professional your reputation is golden. Anything that damages that reputation can have significant financial, professional and even legal consequences.

If you are the victim of a false or malicious review can you seek a legal remedy? So far the answer is no.

On the other hand the facts of the case as presented seem to favor the dentist. It will be interesting to see what happens however I am not optimistic.

More

Categories
Digital Marketing Internet Social Media

What Makes a Good Review – And a Good Review System?

A Guest blog from David Evans of Ceatus Media Group. The opinions expressed are from David Evans not Dr. Larry Emmott. However I believe it is valuable for dentists to get various takes on technology issues in order to make good technology choices.

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Reviews now can make or break a dental practice. Negative reviews can drive away otherwise interested patients and a steady stream of positive reviews can generate rapid practice revenue growth. A study by Harvard Business School found that reviews, depending on whether they are trending up or down, can influence revenue by up to 18%.

So, what makes a good review? Data from BrightLocal answers that question for us. The number one factor is the overall star rating, which is not surprising. But second, third and fourth most important are somewhat surprising.

Second and fourth ranked are the sentiment and the detail of the review, respectively. The higher the sentiment and the higher the detail, the more valuable the review. Which means, even a high star rating does not go far enough, if the review does not have good sentiment with details about the experience. A 5-star review that just says, “Great Staff” will not drive patients to you nearly as much as a more lengthy review that details the patient experience and describes the cosmetic or oral health outcomes. The importance may be even higher in elective health care, where patients pay out of pocket and are personally focused on  a high-level aesthetic return.

The third most important factor about reviews is recency, which means that a steady stream of freshly minted reviews is needed.

What Type of System Drives Good Reviews?

A review system that drive streams of positive reviews and then uses these reviews to build your practice revenue, must have specific attributes.

First, the system must be able to easily send reviews via email or text. The best systems allow the staff to ask for the review, at the appropriate time after treatment, and then immediately send the request. This encourages 5-star reviews with great sentiment and details about the personal patient experience. Impersonal systems that automatically send simple review solicitations immediately after each patient visit may be easy, but typically generate shorter reviews with little text and no sentiment.

Since recency is so important, a good system also needs to automatically stream recent reviews, from all reviews sites, to your website and social media platforms. This allows patients wishing to read recent reviews to easily find them on your website. The worst thing is for a patient who is ready to make a buying decision leaving your site to look for recent reviews. The patient then gets caught up on Yelp or Vitals looking at not only your reviews, but also  those of every other dentist in town — and then never returns to your website to make contact.

It is also important that the review system solicit across a broad range of third-party reviews sites, including Yelp, RateMDs, Vitals, HealthGrades and others. These third-party sites have more credibility in the eyes of consumers and are seen as independent endorsements. Systems that create reviews without the logo or brand of well-recognized review sites, have little value. And, survey data from Ceatus Media Group, derived specifically from patients seeking dental care, shows that different consumers have very different value impressions of the various review sites. For example, some prospective dental patients consider Yelp and Facebook reviews to be very important when making decisions about oral care procedures and which dentist will perform them, while many others prefer to read reviews on health care-related sites, like RateMDs or Vitals, before making buying decisions. This means that your review system needs to be able to solicit across a range of review sites that appeal to all consumers. Unfortunately, many of the available review systems can only solicit 2 or 3 sites.

And finally, it is important to remember that review sites often rank high in the results of searches for dentists’ names and practice names. It is critical to be aware of which review sites rank for the name, and to target reviews for those sites so those high star ratings will show up in Google search results.

Questions to Ask When Buying a Review System

Q: How many review sites does it target?

A: 3 or fewer is a problem.

 

Q: Does the system have the ability to solicit new reviews via text or email on a wide variety of review sites?

A: It has to be easy and efficient for office staff to quickly and easily send a personalized text or email invite to each patient at the strategic time, and to allow the patient to quickly and easily be directed to a variety of review sites (4 or more) where the dentist needs them most.

 

Q: Does the system have the ability to monitor reviews on a wide selection of review sites?

A: 3 or fewer is a problem.

 

Q: Does the system automatically publish recent reviews to the practice website and highlight positive reviews on the website to help with conversion? And if so, for how many review sites?

A: Publishing is a must. 4 or fewer sites is a problem. Preferably at least 7 to 10 review sites should be included in the stream.

 

Q: Do the published reviews have the logo and brand of the well-known review sites, or only of the review system’s site?

A; If reviews are created and/or published on the practice website without the logo or brand of the well-recognized independent review sites — like Google, Yelp, Facebook, HealthGrades, RateMDs, Vitals, or MedCompare — then they have less value in the eyes of consumers.

 

Q: Can the system easily change which review sites to target and solicit?

A: If not, then that is a problem. Since review sites rank for the dentist’s name, it is important to be able to easily select those high-ranking sites to increase the star rating that are visible on the Google search results. After the overall star rating of one site has been upgraded, then it is best to target another.

Categories
Future Tech General Security Social Media

Don’t Trust Libra, Facebook’s New Cryptocurrency

From The Atlantic:

Facebook, one of the world’s most distrusted companies, wants us to trust its new Libra cryptocurrency, which, it hopes, will be used by billions of people around the world. We shouldn’t. Libra will almost exactly replicate all the problems generated by Facebook’s social network. Those problems can in turn be traced to the central paradox of Big Tech: The technological innovation that is supposed to liberate us from government ends up subjugating us to a handful of corporations.

Source: Don’t Trust Libra, Facebook’s New Cryptocurrency – The Atlantic

Hmmm.

Very complex with both good and possibly very bad potential consequences. Worth a read.

Categories
Social Media

‘Friending’ patients: What are the potential ethical considerations?

From New Dentist Blog:

‘Friending’ patients: What are the potential ethical considerations?

Source: ‘Friending’ patients: What are the potential ethical considerations? – New Dentist Blog

You can click through to read all the reasons friending patients is a bad idea including references to the ADA code of ethics. However the bottom line is simply:

Don’t do it!

Categories
Just for Fun Social Media

Tell Ten?

Remember the old saying, a satisfied customer will tell two or three people, but a dissatisfied one will tell 8 or 10?  Clearly it was written before Facebook and Twitter.

Categories
Future Tech Social Media

Facebook Disease Prevention Maps Take on Health Epidemics

From Fortune:

Facebook wants to help fight infectious diseases like measles by introducing maps that health organizations can use to prevent and respond to outbreaks.

The disease prevention maps, which debuted Monday, provide detailed information such as population density, the movement of people in real time, and network connectivity across regions. The point is to give researchers and health groups information to get ahead of epidemics and more effectively reach vulnerable communities.

Source: Facebook Disease Prevention Maps Take on Health Epidemics | Fortune

I like this for several reasons. It is a very good example of the use of big data to combat disease and improve the human condition. Facebook did not seek out data on infectious disease however the data they gather can be analysed and presented in a way that can be helpful in controlling disease.

Facebook gathers all this data as a byproduct of providing a service in the form of a social media platform. If the CDC or some other agency tried to gather the data on purpose, independently they would need to spend a great deal of money and still simply could not do it. As it is the data is there at very low cost, someone just needs to extract it.