online reputation management- significant of positive review

ORM & Direct Mailing - by Chiranjeet shah

OBJECTIVESBy the end of this session you will be able to:• Describe what Patient review is

• Significance of Online reputation management (ORM)

• Understand the process view of Review posting

(Flciker/target, 2013

• Illustrate & case study

• Concept of Direct Mailing

• Process of Direct Mailing

• Significance of Direct Mailing

#1- ORM-Patient Review

It’s simply rating the experience of a patient or their family members about our services, in a manner which helps and influences our potential customers in making informed and precise decision.

Why ORM?- 88% Of Consumers Trust Online Reviews

As Much As Personal Recommendations

- For 7 out of 10 consumers, positive reviews inspire trust

- Increase sales

- Builds positive brand image

Source: (http://searchengineland.com/88-consumers-trust-online-reviews-much-personal-recommendations-195803)

Why ORM?- Improve rankings on search

engines

- Build force of loyal brand advocates

- Reviews Breed More Reviews and positive review bring more patience

Platforms for ORM Patient Review-Sovereign Health Group

Review web site name

Rating (out of 5 stars)

No of Reviews

No of Negative Reviews

Yelp 1.5 12 10The Fix 3 Rehabs.com 3.28 8 4Facebook 3.5 84 26Rehabs reviews - 6 4Cite Health 4.36 14 Sober.com 5 1 Trust Pilot 2.85 5 Yellow Pages 5 1

ORM- Work Flow

scanning

- Build the testimonials database - Shortlisted videos for transcript -Email transcript to -update master sheet & calendar

Editing

- Email reviews to Janice for transcript - Send transcript to Rachael for editing under 100 words - Review copy

Posting

- Create Gmail ID by patient name- Signup on scheduled review site- Post review - Prepare reports

ORM: Expected ROI - Positive Brand Image

- Winning trust of potential customers

- Less opportunity loss coz. Of bad reviews

- Increase no of admissions

Case Study: SHG

MTD Admit Incident Summary - March'16

Admit Incidents TC TS ES TSFL Shark Tank Team Foundation Total

Bad Web Review 4 0 0 1 0 0 5

https://www.youtube.com/watch?v=PBEyWWdON24 http://www.yelp.com/biz/sovereign-health-san-clemente-san-clemente

#2- Direct Mailing

#2- DM: Objective

-Brand Awareness

- Brand Recall

- Inform about our services

- Attract customer

- Lead generation

#2- DM: Why direct mailing?

• Cost effective

• It’s Targeted

• High Reach

• Trustworthiness

#2- 1.DM: Process & lead time

SHG would provide artwork and

customer database to agency

Innovative Marketing Agency will print

postcard & Deliver it to USPS (7-10 w

days)

USPS will deliver mailer to addresses

(5-7 W days)

Innovatice Marketing Agency to provide us

report (in week)

#2- 2.DM: Process & lead timeActivity Input Supplier Responsible Accountable

Direct Mailing Database/ mailing list Data team Rahul Chiranjeet shah

Direct Mailing Theme/Content US team Chiranjeet/Ravi Ravi

Direct Mailing Artwork Graphic team Chiranjeet Chiranjeet shah

Direct Mailing Assign tracking no CTM team Dhiresh Chiranjeet shah

Direct Mailing Brief call center about activity so that they can effectively handle calls/ enquiries generated by direct mailing

CC team Ravi/Chiranjeet shah Chiranjeet shah

#2- DM: Expected ROI

- We will generate approx. 200 leads

from direct mailing activity

- Brand awareness

- Brand recall

- Lead potential traffic to website

Q&A!