online reviews

Why Online Reviews Are Essential To Your Business’s Success

Let’s say you wanted to try out a new local restaurant. You find their website and see that their location is near you—how convenient! You take a look at their menu, and everything sounds absolutely delicious. You see some photos of both the interior and exterior of the restaurant—it looks clean and attractive. But then you take a look at their online reviews and see that with over 100 reviews, they average a 1-star rating. Many reviewers comment on the poor service they received, the unappealing environment, and the disgusting food. Would you go to that restaurant? It’s highly unlikely.

The same goes for your type of business—and most businesses in this day and age. A new report found that consumers are reading reviews more than ever before. Since the beginning of the COVID-19 pandemic in 2020, life has been full of more uncertainty than ever before. In general terms, consumers trust real people more and big organizations less. This means that great online marketing for your business probably will not be enough to capture all of the new customers you want. You also need to harness the power of reviews.

Positive reviews have moved from “nice to have” to “essential” for your business’s success. Here are a few quick, important statistics to be aware of when it comes to how consumers use reviews:

  • 88 percent of consumers say reviews play a role in discovering local businesses.
  • 31 percent of consumers say they are more likely to look at a local business’s Google listing before visiting it than they were pre-COVID.
  • 58 percent of consumers say they are willing to travel farther to visit a business with higher reviews, and 47 percent say they are willing to pay more to patronize a business with higher reviews.
  • 92 percent of consumers say they will not consider buying from a business with a 1- or 2-star rating.

The report also delved into how businesses can acquire new reviews, how to make sure those reviews are positive, and how to change a consumer’s mind if any reviews are negative. Consumers reported that having a positive experience with employees was the leading motivation to leave a positive review. According to the report, only 24 percent of businesses respond to negative reviews all the time, yet 56 percent of consumers say a business’s response has changed their perspective on the business.

It is apparent that online reviews are a necessity in today’s business world, and having positive reviews that are both recent and relevant are crucial to attracting new customers. However, consumers report that they are much more likely to consume reviews than to create them. To ensure that your business receives the positive reviews it deserves, you need to be proactive about gathering reviews. An automated review system can help encourage satisfied customers to leave a positive review for your business, which can, in turn, help attract new customers.

To learn more about how you can use a review system to take advantage of the power of reviews, or if you want more information on how to be proactive in both capturing and responding to customer reviews, we invite you to contact us at AudiologyPlus today.

Responsive design & virtual options for audiologists

The Necessity of Responsive Design & Virtual Options

As a hearing professional, you have a lot on your plate—especially now. Of course, your top priority is still to provide the best possible care for your patients. You are also likely looking to grow your practice and attract new patients. As the worldwide COVID-19 pandemic continues and people continue to learn how to navigate the new “normal,” your strategies for finding and serving patients may be a bit different from the tactics that worked in the past.

One of the most obvious changes is that virtual options are now more important than ever before. In fact, they are not only important; they are crucial. These virtual options to offer your patients may include a website for your practice, social media pages, and online reviews. You may be focusing more on finding new patients online through targeted ads. And perhaps most important for your patients, you may be offering telehealth and eCommerce options that allow them to receive the care, services, and products they need from their home.

When considering virtual options, it can be all too easy to look at design as an added expense. However, you should consider it an investment in your practice and your patients. With many people limiting their contact with others—particularly if you serve high-risk communities like the elderly—your business is not the only one stepping up their game online. The truth is that customers have multiple options, so you need to make yours the best one.

One way to help your practice come out on top is to invest in the design of your website. Patients prefer options that are sleek, modern, and accessible. If your website is outdated, difficult to navigate, or does not function properly on mobile devices like tablets and smartphones, you may lose potential patients before they even get to know who you are and what you offer.

The key is a responsive website—which means that your website design and formatting responds to the device the website visitor is using, whether it is a desktop computer, laptop, tablet, or smartphone. This ensures that your website functions optimally, no matter how the potential patient accesses it. Responsive websites can also make sure that the most important information, including your phone number, location, and other contact methods, are presented prominently and clearly.

Once you have a responsive website, along with other virtual options like telehealth and eCommerce, is your work done? No! To ensure that you continue to bring your patients the best possible online experience, you need to continually reevaluate your online offerings and their performance. Do patients tend to spend a long time on certain pages? If so, make more like them! Do they hit the “back” button quickly on other pages? That page might not be presented optimally. Continue to make certain that it is easy for patients to access telehealth appointments and your eCommerce offerings. And of course, website design trends change every few years as well, so you cannot rest on your laurels for too long.

In a time when virtual options are essential, you can continue to grow your practice by prioritizing your online presence and offerings. At AudiolgyPlus, we are dedicated to providing you with comprehensive, streamlined services that make it easy for you to upgrade your practice’s virtual options. To learn more about what we offer and how our services can help your business grow, we invite you to contact us today.

COVID-19 & Digital Marketing

Digital Marketing Strategy & Planning in the Age of COVID-19

It goes without saying that COVID-19 has affected nearly every aspect of our lives—from how we work to how our children attend school, and from how we shop to how we socialize with friends and family. The worldwide pandemic has also affected your business. You may now be using telemedicine more than ever before, and your practice may have new guidelines for welcoming patients into the office.
However, have you considered how COVID-19 has affected digital marketing? Just as in so many other realms, the pandemic has changed everything in digital marketing—and none of the rules we knew prior to COVID apply now. So, as a company that needs digital marketing, what does this mean for your business?
Let’s start with strategy and planning. Once you have adapted these to the new digital marketing landscape, everything else should become clearer. Perhaps most important is the need to be efficient and effective in your digital marketing strategy and planning. Here are a few simple tips to streamline and optimize:

  • Be able to connect what has been planned to what has been completed.

Measuring outcomes and analyzing spending and strategies are perhaps more important now than ever before. Marketers should be able to easily understand what has been planned and budgeted, the accompanying timelines and goals, and what has been delivered.
Once you are able to connect these data sets, you should be able to quickly assess spend, reach, and engagement. Based on the outcomes, you can adapt your future planning and budgeting to favor the most effective and efficient strategies.
Clear, transparent, and effective communication has become paramount in this age of remote work. This includes communicating about your digital marketing strategies, planning, outcomes, and insights.

  • Know how to optimize marketing strategy.

In the 2020 climate, you frankly do not have room to spend time and money on strategies that are ineffective. If a certain channel or campaign type is not bringing in a return or is not contributing to your goals, you need to reevaluate your marketing strategy.
Do not be afraid to optimize by revising your messaging on a specific channel, modifying your strategy, or even halting an ineffective campaign. Using the data mentioned above—connecting what is planned with what has been delivered—you can pace your campaigns to better meet your objectives.

  • Make sure your audience is seeing what you produce.

Put simply, you can have the best digital marketing products in the world, but if no one sees them, they will not help your business. Use verification and viewability metrics to ensure that your ads are being seen by your audience.
As part of this, it is important to ensure that any materials meet brand safety standards and to detect any fraudulent ad activity. Verification and viewability can be valuable in preserving and enhancing the efficiency and effectiveness of your digital marketing strategy.
With these guidelines, you can ensure that your digital marketing efforts are both effective and efficient. To learn more about how digital marketing has changed in 2020, we encourage you to contact us today at AudiologyPlus. With over 20 years of experience in marketing, we are ready to answer your questions and help you navigate today’s unique challenges.

8 Things Your Audiology Website Needs Right Now

8 Things Your Audiology Website Needs Right Now

Simply having a website is a great step towards helping your audiology practice grow. Now that you have a website, you should consider exactly what you put on your site. Here are 8 things your audiology website needs right now:
Great content
People come to your website looking for answers. It’s as simple as that. Your content should provide the answers to the questions they have.
Remember that people’s questions will vary widely, so your content should be broad enough to answer many types of questions. Consider questions you are frequently asked in your office or via the phone, and answer those questions are your website. These might include questions relating to hearing topics (e.g., “What is a hearing aid”? “Do I need hearing aids?” “What is tinnitus?”, etc.), as well as those relating to your office (e.g., “What are your hours?” “Where are you located?” “What are your qualifications?”, etc.)
Telehealth
While many offices were already beginning to incorporate telehealth into their practice model, the COVID-19 pandemic and ensuing lockdowns around the world have only highlighted the importance of telehealth.
Telehealth services like myVirtualClinic enable you to care for your patients without seeing them in your office. This can save time for your patients (and your staff, too) and can make it easier for patients to reach you.
Social media
Social media isn’t just for teenagers anymore! Businesses need a strong presence on social media as well. You should have a dedicated page for your audiology practice on all main social media platforms, including Facebook, Instagram, and Twitter. (You can branch out beyond these if you want to!)
Of course, it isn’t enough to simply create a social media page and abandon it. Patients (both existing and potential) want to see that you actually interact with your customers. Be sure to reply to any comments or questions that are left on your page, as well as reviews. It’s also important to post regularly so your practice is kept fresh in the minds of your patients.
Individualism
Unless you are located in a very small town, chances are there are multiple audiology practices in your area. This means that potential patients have a choice of whom they give their business too. In order to win their business, you need to stand out!
There are a few ways you can do this on your website. Include photos of your office and your team. Consider including biographies as well, so your patients can get to know your team before coming in. You might also want to showcase your practice philosophy online, which can highlight how you are different from the others. Positive reviews are another good way to feature what’s great about your practice and why patients should choose you.
Opportunities to sell
Although the optimal setting for selling a hearing aid might be at your office—once you have completed a hearing test and provided a professional consultation—you shouldn’t pass up on opportunities to sell on your website. This can be as simple as listing out (with images, too) the hearing aid tools available through your practice.
eCommerce can be powerful, too. This allows people to buy directly from your website rather than coming to your office.
Great imagery
The old saying, “A picture is worth a thousand words,” is still true. Showcasing photos of your office and your team on your website can be a great way to help patients get to know you before they even step foot inside your practice. In addition, a website with eye-catching imagery is much more inviting to look at than one that’s only filled with 10 pt size type!
If possible, have some professional photos taken of your office. This can make a big difference in the quality of the photos and how they appear on your website. You can even have a “patient” (either a real patient or a family member of your staff) in the photos to highlight the level of care you provide.
Patient testimonials
You simply cannot go without patient testimonials on your website. One recent study found that 59.9% of patients chose their medical provider based on positive online reviews, and 60% said they have avoided a medical provider because of negative reviews.
Highlighting a few positive reviews on your website can do wonders for drawing new patients to your practice. If you don’t currently have any testimonials to showcase on your website, just ask your happy customers! Using a service like ReviewMe can also make it easy to continue gathering reviews.
Consistent branding
Have you ever visited a website for a business and wondered if that was actually their official website? You might not have been able to pinpoint the reason at the time, but your questioning was probably due to a lack of consistent branding.
The aim is to provide a consistent experience for your website visitors across your entire website—and the rest of your online presence as well, including your social media pages and any other online listings. This should include using the same logo and practice name. Make sure your office hours, phone number, and address are updated as well. You could even consider using colors on your website that are similar to the colors in your office for an especially consistent patient experience.
These 8 factors are essential to creating an audiology website that draws in new patients and helps your practice succeed. To learn more about how you can build your practice online, please contact us at AudiologyPlus. With over 20 years of experience in marketing, we have the experience and expertise you need to grow your business.

Important Announcements from Google and Yelp

Important Announcements from Google and Yelp – Coronavirus and Your Business

Google and Yelp are actively adapting their services to better support businesses during this difficult time. If you have visited Google My Business or your business’s Yelp page, you may have noticed some changes but may not understand why things have changed. We’ve included a summary of these important announcements below:
Google
Google published a new help page on Friday, April 3, 2020, titled “Limited Google My Business functionality due to COVID-19” to address their services that businesses rely on (like reviews and business listings) and their rapid reorganization of priorities.
At this time, Google has determined that they will disable:

  • Reviews, and this includes new reviews and the ability to reply to reviews
  • The ability to post new Question and Answer content

Google chose to disable reviews because their plan is to “prioritize critical services.” Google explains: “We are currently focusing on the quality and reliability of information on Google Search and Maps, ensuring that users and business owners have access to essential features like whether the business is open and/or has special hours.”
And their priorities are also focused on additional support to the healthcare space. Any new listings in healthcare, as well as new claims for existing listings, will be subject to manual review; other new business listings and verifications may be delayed as health-related listings are prioritized.
Read Google’s post in its entirety.
Yelp
Yelp CEO Jeremy Stoppelman published a blog post on Friday, April 3, 2020, as well, to report details on Yelp’s crisis response and discuss how their efforts are supporting businesses. These new applications will help businesses to better communicate their available services to their local community. These offerings include:

  • “Contact-free” delivery options that are available in the Yelp app, via a partnership with GrubHub, which will start next week.
  • A new feature that lets restaurants specify that they are open but only for pick-up and delivery.
  • The ability to add a banner alert to the top of your Yelp profile to announce any special circumstances. Yelp has also released tools so businesses can mark themselves as temporarily closed.
  • A showcase of virtual services, like online classes and telehealth capabilities.

In addition to new features, Yelp also suspended any ad fees for small businesses and detailed a new set of special review content guidelines, including “zero tolerance for any claims in reviews of contracting COVID-19 from a business or its employees, or negative reviews about a business being closed during what would be their regular open hours in normal circumstances.”
Yelp didn’t offer a date for when these features will be available, but you can expect these updates to be ready very soon. Read Yelp’s blog post in its entirety.
These added services should help businesses better communicate with their customers and the community. If you have any questions or need to reach out to AudiologyPlus, please feel free to contact us.

Success with local SEO

3 Big Tips for Being Successful in Local SEO

Local SEO (search engine optimization) is essential for location-based businesses, like hearing care practices. Because almost all your patients are from your local area, it is very important that your practice’s website performs well in local searches.
While the concept is easy to understand, ensuring that your practice’s online presence is at the forefront of local searches is not so simple. Many factors go into how Google and other search engines rank webpages on search engine results pages (SERPs).
To simplify the issue, we have identified a few key tips to help you be successful with local SEO:

  1. Provide your practice’s information to Google.

Have you ever searched for a business on Google (or another search engine) and found a variety of responses among the results? For example, perhaps you found the business’s main website, as well as a listing on a third-party site. Your search may have also turned up mentions on social media or an unclaimed business listing.
Make sure people who search for your practice online find the right information, not a hodge-podge of any mention of you on the Internet. To do this, you need to provide your own information to Google. You can make sure you have uploaded or created the following information for your practice:

  • Website content that includes your office location, services, and products
  • Supporting information about your practice on other websites
  • Image content
  • Video content
  • Social media content
  • Local business listing content (including a complete Google My Business listing)

On any other websites or platforms that feature information about your practice, make sure that information is accurate and up to date. If you receive reviews on these platforms, respond to them in a timely manner.

  1. Fight back when necessary.

While Google might seem all-knowing, the tech giant can make missteps. Operating on such a global level means that sometimes, things slip through. While these might seem small in the grand scheme of the Internet, they can have a real impact on your business. In certain cases, it may be necessary to fight back against issues that are damaging to your practice’s online presence. These may include:

  • Having your reputation targeted and attacked by competitors or members of the public who post fake negative reviews of your business
  • Being outranked online by businesses that violate Google’s guidelines
  • Having Google experiment with local features that have direct negative effects on your business

These other and other types of issues should be fought. While it’s important to choose your battles, if something is impacting your business, do not be afraid to speak up and make things right.

  1. Become a local business force independent of Google.

While providing your information online and fighting against wrongful practices can help your local SEO performance, you can also benefit from standing out locally—offline. Focus on listening to your patients, meeting their needs, exceeding their expectations, and beating the competition in every way you know how.
It is also important to take advantage of other avenues for advertising (which may make their way back to your Google ranking), such as print and TV news, local business organization newsletters, school newsletters and papers, and any form of publication surrounding non-profits, charities, or government.
With these simple steps, your business is well on its way to becoming a local force to be reckoned with. To learn more about how you can succeed in local SEO and grow your business, please contact us at AudiologyPlus today. With over 20 years of experience in marketing, we are here to help.

Social media 2020

What You Need to Know About Social Media in 2020

Social media is not new, nor is its importance in the business world. If your practice has an online presence, you likely have social media pages created for your practice as well, such as a Facebook page. In 2020, however, there is much more you can do for your business using social media than simply having a Facebook page.
This year, there are many new features and formats to watch for on social media. These features may be able to help your practice reach more people in new ways. Here are some of the top social media trends and features to be aware of in 2020 that could impact your practice:

  • Facebook
    • Groups

Groups are now more important than ever. In early 2019, Facebook even announced that they intended to make Groups a central focus on the platform. Facebook Groups are a way for you to build a community around your practice and engage with your patients and potential patients.

  • Messenger Ads

Although Messenger Ads first launched in 2016, the product has undergone many upgrades and changes in recent years that make it a powerful tool in 2020. Messenger allows you to deliver ads in a way that is more likely to drive engagement.

  • Instant Experience Ads

Instant Experience ads are full-screen takeover ads that load instantly and are mobile-optimized. This format ensures that you capture the full attention of the viewer.

  • Dynamic Ads

Dynamic Ads are Facebook’s machine-learning ad unit. This ad format delivers a personalized experience to each person who views it, based on the type of ads they are most likely to respond to.

  • Instagram
    • Story Ads

Another format that is not new in 2020, Story Ads first launched on Instagram over two years ago. Story ads perform very well, with Instagram reporting that 500 million accounts use Stories. Due to the success of this format, Instagram recently announced they were experimenting with increasing ad load on the platform.

  • Shoppable Posts

This feature enables users to make purchases from their feed or Story content without leaving the app.

  • IGTV

IGTV is a hub for creating and watching long-form content. Unlike Stories, IGTV videos do not disappear after 24 hours. This format allows you to create content for your followers that they can watch at a later time and engage with your audience.

  • Twitter
    • Hide Replies

Twitter users can now hide replies to tweets, giving you more control over the conversation. This can help your practice by allowing you to weed out any spam replies.

  • Greater Video Focus

In the last year, video ad formats were the fastest-growing ad format on Twitter. Video content is becoming a more and more important and integrated part of the platform.

  • Snapchat
    • Dynamic Ads

One of the benefits of Dynamic Ads is that it reduces the amount of time and effort required to create and maintain product ads on Snapchat. Snapchat is particularly appealing to a younger demographic, so this is the ideal place to reach younger potential patients.

  • YouTube
    • 15-Second Non-Skippable Ads

In 2019, YouTube made 15-second non-skippable ads available to all advertisers. This enables you to place 15-second ads that the user will not able to skip.

  • Intelligent Ad Tools

YouTube’s intelligent ad tools include a range of machine-learning powered tools that make it easier and more accessible to create ads for the platform.

  • Pinterest
    • Catalogs

Pinterest’s new Catalogs are a way to showcase products on the platform. You can upload multiple product images, organize the products by category, and turn the images into dynamic Product Pins.
With so much to watch for in 2020, it is certain to be an exciting year in social media. To learn more about how you can utilize social media to grow your practice this year, we invite you to contact us at AudiologyPlus today.

A person holds a phone with customer reviews on it

Enhance Your Content Marketing with Patient Reviews

Online reviews are quickly becoming the leading form of word-of-mouth marketing for businesses of all types, and surveys continue to reveal their rising appeal. With 85% of respondents admitting to trusting online reviews as much as recommendations from friends, it’s worth your time to maximize the benefit of any and all positive reviews your business receives. After all, getting patients to leave you a positive review online takes a lot of hard work, and you deserve to share the good news.
One way to extend the reach of a great review is to highlight it in a blog post on your website. This content can then be shared on your social networks and also in your email newsletters. These posts can also include helpful information within the content itself, while also incorporating favorable reviews to encourage readers to seek your help if they’re suffering from hearing concerns as well.
Consider the three article formats below to showcase your happy patients and encourage others to join their ranks:
Patient Stories
There will be times when patients are so thoroughly satisfied with their results that they give generous reviews about their experience with you. These reviews present an opportunity to highlight the journey each patient took from experiencing a hearing concern to delighting in exceptional results. You will certainly need patient consent to share their story, and you should obtain this consent in writing before and after your blog has been written (but prior to publishing it). Usually, patients who are this thrilled with their results are happy to allow you to spread the good news further. If he or she would prefer to remain anonymous, the review would need to be left by “anonymous” on whatever website it was published on (which is not always possible) and a pseudonym should be used for the story itself.
These kinds of relatable posts tend to be the most popular kind, so spend some time laying out all of the details of your patient’s situation before coming to see you. You want your readers to be able to relate to the symptoms and their effect on your patient’s life. Once you paint a clear picture of his or her struggle, then go into the details about the relief your patient experienced through your thorough and welcoming care. Be sure to express the patient’s experience throughout this entire journey – one of limitation and frustration to a place of unexpected clarity and renewed connection, for example. Readers want to relate to this patient’s emotional state, as many of them will likely have some or all of the symptoms described.
As for the review, you can either quote it in the beginning or end of the review, depending on how you want to introduce this case story. It’s also important to express gratitude for the patient taking the time to leave a review and being willing to share his or her story.
Common Misconceptions
An easy way to highlight a group of positive reviews is to use them to shed light on frequent questions or misunderstandings about hearing treatments and the like. By selecting a few reviews that touch on common misconceptions such as, “hearing evaluations are lengthy and unnecessary,” or “I don’t actually need hearing aids anyhow,” you can directly address these pervasive beliefs with successful patient testimonies.
Don’t worry about having the perfect review to match to a given misconception, but do use discretion on how you describe a patient’s situation. Unless you receive explicit consent (in writing) from the reviewer to describe their case in more detail, you should just stick to the details shared by the patient in the review itself. The main idea here is to simply expand on what struggles people overcome in general by visiting your office.
Outline of Results
Take advantage of a handful of positive reviews by highlighting the successful results they represent in your patients’ lives. You could do this “spotlight on results” type of post as a longer article looking at a few different reviews at once, or as a series of shorter posts focused on one result/review at a time. The latter will offer a more focused appreciation of each reviewer (and indirectly encourage more reviews from current patients), and the former will give a strong dose of persuasive information about your services in one article.
The nature of your posts will be determined by the reviews you’re choosing to highlight, but ideally will center around the most common results your patients are seeking: improved hearing, better ability to navigate important listening situations (e.g. work, family, etc), tinnitus relief, and so forth.
When designing your approach for a results-oriented post like this, be sure to thoroughly describe the problem seeking to be solved. Instead of just describing a patient who couldn’t hear well in meetings, go into the frustrations that can present to really allow your readers a chance to relate to the patient at hand. Avoid imposing that reality onto your actual patient who left the review (unless it’s clearly stated as such ), and just keep your analysis general and non-patient specific (this isn’t a case story, as above, but more of a description of the results that are possible, with reviews to prove it).
Leveraging your reviews like this can be a great way to create a popular blog post and create effective marketing all at once. Remember: you work hard for every positive review you receive and your future patients deserve to hear about what’s possible.
Having trouble getting patients to leave you reviews at all? Consider improving your patient review rates by adding ReviewMe to your website for the easiest way for patients to leave you a review on the most popular websites. Click here to learn more or simply contact us to take advantage of this today.

A person holds a phone with customer reviews on it

Enhance Your Content Marketing with Patient Reviews

Online reviews are quickly becoming the leading form of word-of-mouth marketing for businesses of all types, and surveys continue to reveal their rising appeal. With 85% of respondents admitting to trusting online reviews as much as recommendations from friends, it’s worth your time to maximize the benefit of any and all positive reviews your business receives. After all, getting patients to leave you a positive review online takes a lot of hard work, and you deserve to share the good news.
One way to extend the reach of a great review is to highlight it in a blog post on your website. This content can then be shared on your social networks and also in your email newsletters. These posts can also include helpful information within the content itself, while also incorporating favorable reviews to encourage readers to seek your help if they’re suffering from hearing concerns as well.
Consider the three article formats below to showcase your happy patients and encourage others to join their ranks:
Patient Stories
There will be times when patients are so thoroughly satisfied with their results that they give generous reviews about their experience with you. These reviews present an opportunity to highlight the journey each patient took from experiencing a hearing concern to delighting in exceptional results. You will certainly need patient consent to share their story, and you should obtain this consent in writing before and after your blog has been written (but prior to publishing it). Usually, patients who are this thrilled with their results are happy to allow you to spread the good news further. If he or she would prefer to remain anonymous, the review would need to be left by “anonymous” on whatever website it was published on (which is not always possible) and a pseudonym should be used for the story itself.
These kinds of relatable posts tend to be the most popular kind, so spend some time laying out all of the details of your patient’s situation before coming to see you. You want your readers to be able to relate to the symptoms and their effect on your patient’s life. Once you paint a clear picture of his or her struggle, then go into the details about the relief your patient experienced through your thorough and welcoming care. Be sure to express the patient’s experience throughout this entire journey – one of limitation and frustration to a place of unexpected clarity and renewed connection, for example. Readers want to relate to this patient’s emotional state, as many of them will likely have some or all of the symptoms described.
As for the review, you can either quote it in the beginning or end of the review, depending on how you want to introduce this case story. It’s also important to express gratitude for the patient taking the time to leave a review and being willing to share his or her story.
Common Misconceptions
An easy way to highlight a group of positive reviews is to use them to shed light on frequent questions or misunderstandings about hearing treatments and the like. By selecting a few reviews that touch on common misconceptions such as, “hearing evaluations are lengthy and unnecessary,” or “I don’t actually need hearing aids anyhow,” you can directly address these pervasive beliefs with successful patient testimonies.
Don’t worry about having the perfect review to match to a given misconception, but do use discretion on how you describe a patient’s situation. Unless you receive explicit consent (in writing) from the reviewer to describe their case in more detail, you should just stick to the details shared by the patient in the review itself. The main idea here is to simply expand on what struggles people overcome in general by visiting your office.
Outline of Results
Take advantage of a handful of positive reviews by highlighting the successful results they represent in your patients’ lives. You could do this “spotlight on results” type of post as a longer article looking at a few different reviews at once, or as a series of shorter posts focused on one result/review at a time. The latter will offer a more focused appreciation of each reviewer (and indirectly encourage more reviews from current patients), and the former will give a strong dose of persuasive information about your services in one article.
The nature of your posts will be determined by the reviews you’re choosing to highlight, but ideally will center around the most common results your patients are seeking: improved hearing, better ability to navigate important listening situations (e.g. work, family, etc), tinnitus relief, and so forth.
When designing your approach for a results-oriented post like this, be sure to thoroughly describe the problem seeking to be solved. Instead of just describing a patient who couldn’t hear well in meetings, go into the frustrations that can present to really allow your readers a chance to relate to the patient at hand. Avoid imposing that reality onto your actual patient who left the review (unless it’s clearly stated as such ), and just keep your analysis general and non-patient specific (this isn’t a case story, as above, but more of a description of the results that are possible, with reviews to prove it).
Leveraging your reviews like this can be a great way to create a popular blog post and create effective marketing all at once. Remember: you work hard for every positive review you receive and your future patients deserve to hear about what’s possible.
Having trouble getting patients to leave you reviews at all? Consider improving your patient review rates by adding ReviewMe to your website for the easiest way for patients to leave you a review on the most popular websites. Click here to learn more or simply contact us to take advantage of this today.

Hearing professional reaches out to a happy patient

Why Patient Satisfaction is More Important Than Ever

Hearing care professionals practicing independently are facing a rapidly changing landscape for themselves and their patients. People have more options for hearing devices today than ever before, from the severely discounted over-the-counter (OTC) hearing instruments at big box retailers to finding them even cheaper online.
The convenience of selecting hearing aids without the detailed guidance of a hearing care professional is both the appeal and the weakness of these newer avenues. While some customers prefer the directness of the “find your own” option, many are recognizing the need for help with such a significant and individualized decision. A couple of returns later (or worse, getting stuck with instruments that can’t be returned) is driving more than a few former-OTC hearing aid shoppers to local private practices for the hearing care they need.
The personal attention, knowledgeable guidance, and precise testing that hearing care professionals provide their patients cannot (and will never) be replicable with pre-programmed OTC hearing aids. The definition of such hands-on care is outside the scope of the direct-to-consumer model of OTC devices. And while an individualized approach to hearing care might not be the “most efficient” path to better hearing, it will likely always remain the most effective.
Ultimately, the success of any hearing care practice rests upon this effectiveness and, more precisely, the patient satisfaction that it creates.
Ask any hearing professional if their office uses a patient-centered approach to hearing care and the vast majority will tell you, unequivocally, “yes.” It’s a common phrase seen in marketing materials and websites across hearing practices, but in reality, it’s often loosely defined.
The truth is, licensed hearing care professionals of all stripes practice across a wide spectrum of standards. So wide, in fact, that the American Academy of Audiology (AAA) and American Speech-Language-Hearing Association (ASHA) have been striving to implement their “Best Practice Guidelines” for the last 20 years in an effort to create a common ground for patient-centered care. At its core, these guidelines rest on dispensing hearing aids using evidence-based assessment, measuring, and validation methods for utmost patient satisfaction. According to the lead author of those guidelines, implementation of them occurs in 20-30% of offices, at best.
With the evolution of access to hearing devices underway at this very moment, revisiting the topic of patient satisfaction as a means to practice success is worthwhile. As digital hearing technology continues to unveil faster, cheaper, and smarter instruments, the only way for hearing practices to differentiate is to deliver exceptional personalized service. Below are the four cornerstones of delivering what your patients want.
Personalized Care
However obvious it may be, offering personalized care means that each patient gets detailed attention and care. Personalized care steps beyond individualized care by including a customer intimacy element where provider and patient have some quality face-time to communicate needs and potential solutions. For older patients, especially, getting to spend a few extra minutes with a hearing professional wholly interested in their unique needs and limitations is enough to stand out among the numerous other health care providers they see who rush in and rush out.
Personalized care steps beyond the main caregiver, however, and must include the entire customer-facing team. Everyone in your office must share and exude the ethos of patient-first if the patient is to experience being at the center of the care team. Specifically with treatment protocols known for arousing resistance in patients (e.g. those awkward first few weeks with new hearing aids), increasing the amount of face-to-face communication with your patients has been found to significantly improve patient compliance with recommendations and, ultimately, patient success.
Comfortable Environment
A warm, welcoming environment is essential for patient satisfaction and retention. While it’s easy to imagine what kind of creature comforts would be useful for this goal—such as refreshments in the waiting area, comfortable chairs to relax in, and easy-to-use testing gear—the heart of a comfortable environment is the people working within it.
Beyond the foundations of personalized service, as detailed above, are the softer elements of patient care, often found in the details. A warm rapport for phone and in-person greetings should be tailored with the unique patient population in mind. Training all of front office staff on how to speak and enhance communication with the hard-of-hearing is essential, as is creating communication strategies if any of the common reactions (i.e. avoidance, denial, even hostility) are encountered when working with them as they come for appointments.
Like any business, the more you can cater to the specific needs of your customers, including personalizing them by name, the better their experience will be.
Engaging & Knowledgeable Staff
The personalities and skill of every person on your staff not only conveys the warmth and welcome you want in your office, but also helps your patients overcome any doubt and confusion they might have. Your patients can express their concerns and questions at any point in their journey through your office, be it with a receptionist, assistant, or you.
Offering information to help them better understand their own situation, warmly and empathetically, can go a long way in making them feel supported and well-guided by your entire team. You want your patients to know that they can reach out at any time and to feel confident that they will get the answers they need.
A Brand Centered on You
Remember, the evolving hearing market means that you and your services are now the main attraction. Trying to compete with the price points of local big-box retailers is likely a viable option if you intend to continue offering the standard value-add services for the hearing aids you sell. Differentiating yourself from those large retailers isn’t difficult when you emphasize your personalized and knowledgeable services. Patients value your professional opinion and experience, and recognize that a higher price point is a part of that.
As you design your marketing materials for this new marketplace, be sure to highlight the results you and your office help patients easily achieve. Enjoying natural-sounding results, through a smooth and simple process, is often what OTC hearing aid buyers are longing for. Keep those customer desires in mind as you create your messaging for prospective patients.
The rise of increasingly accessible hearing aids is a positive direction for the hearing market as a whole. As more people wear hearing aids, the more “normal” it will seem, and the stubborn resistance to them will continue to fade. Ultimately, the value of personalized, hands-on service cannot be understated, and the awareness of its value will rise in the contrast of purchasing devices without such care.
Capitalizing on this shift of patient perspectives means paying close attention to the patient experience in your office. Sending a follow-up patient satisfaction survey, or even just a simple email asking how they are feeling about your services, can help you gather important feedback. As you continue delivering excellent services and putting patients first, you will maintain a strong local reputation to continue driving patient inquiries as the market grows.
If you think your practice could be reaching more prospective patients online, consider getting professional help through our wide array of services. Like you, we also make customer satisfaction a priority and consider your success our success. Contact us to get found by new patients online.