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Consulting

Jan 11
0
Online Shopping Habits

Online Shopping Habits

By | Consulting, Marketing, Web Design | No Comments

As smartphones and tablets have become more readily available, more consumers are preferring to buy products online using those devices. As a result the need for a more mobile friendly and responsive eCommerce websites is on the rise. Below are a few insights on the habits of online shoppers.

About one-third of consumers are open to transitioning from a physical wallet to a virtual one.

Your online reviews are very much influencing the way people buy products online. 71% of consumers believe that online reviews are essential to the buying process. So don’t neglect to ask for and monitor your reviews.

About 60% of consumers buy online at least once a month, and 24% shop online at least weekly.

39% of online buyers who use a smartphone prefer using an app, but 61% choose to use a web browser.

40% of consumers in the United States say they would buy any sort of product online. That really broadens the online market.

Around 59% of shoppers say that they would purchase more often if the website of a particular store loaded faster, and 43% of consumers said they would buy often if the site was secure.

If a website didn’t offer ease of use and was too complicated, 58% of buyers said they wouldn’t bother purchasing from that particular online store, with 57% saying the same thing if the mobile screen was too small.

Dec 07
0
6 Tips to Manage Online Reviews like a Pro

6 Tips to Manage Online Reviews like a Pro

By | Consulting, Social Media | No Comments

Not sure how to interact with your customers or patients online? Interacting with your followers is a huge part of building an online presence and managing your online reputation. As scary as it may be, you should be actively requesting reviews and feedback for your products or services. Even if you have positive reviews from the past, reviews should be current & coming in weekly. New statistics show that:

  • 73% of consumers think that reviews older than 3 months aren’t relevant.
  • 22% of consumers will only consider reviews written in the last 2 weeks.

With this in mind, how you respond to your reviews is key to building a positive relationship with your followers. If you need a little help, here are 6 tips to manage online reviews like a pro.

Have a Quick Response Time

Replying quickly shows that you are attentive to your patient’s or customer’s needs and are interested in hearing their feedback. It also shows that if there is a problem, you are quick to respond and fix any issues or concerns. If you don’t have a social media manager, make sure that there is an employee who checks your review sites daily.

Show Authentic Appreciation

Show appreciation to your followers, for simply taking the time to share their personal experience with your service. Acknowledge that you know how busy they are and that it is a BIG deal that they took this time out for feedback. Express this gratitude in an authentic way by responding to each review with a unique and thoughtful reply.

Reiterate their Concerns

Reiterate a phrase from the online review. This shows that you have carefully read their post and thoughtfully responded to their individual needs. Show concern for the reviewer’s well-being and hit the topics that mean something to them. Restate and reinforce the positive changes the service or product has made in the reviewer’s life or what needs improvement.

The Customer is Always Right

Always be polite and professional when interacting with your customers online, just as you would in person. This is an opportunity to practice great consumer relations, so leave your emotions at home when you are crafting responses.

Use all reviews as a tool to learn more about your customer. Bad reviews show you what you need to work on. Good reviews highlight your strengths. Your review response gives you the perfect platform to survey the customer & ask what you can do better.

Use Keywords in Your Response

Research review websites & see what keywords are showing up the most often in your search. Find competitors in your field & monitor what words and phrases they are using.

Use Emojis 😀 🎈

92% of the online population is using emojis to express themselves, so why not jump on the bandwagon? Emojis are a straight forward way to bring a little fun into your review responses. Don’t be too cryptic with your emoji use, just use them to emphasize your appreciation ❤❤❤.

For more helpful tips, check out Steps for Handling a Difficult Patient & How to Respond to Negative Social Media Reviews.

Nov 28
1
How to Choose the Best Colors to Brand Your Practice

How to Choose the Best Colors to Brand Your Practice

By | Consulting, Graphic Design, Marketing | No Comments

Deciding on what colors will best represent your practice is an essential part of building your brand message! Color can evoke emotions and thoughts, so it is vital to keep this in mind when choosing the colors that represent your practice. The perception your patients have of your brand will be influenced by your color choices, so here are a few tips to help you decide what hues are best.

Understand the Psychology Behind Color

Color is a great tool to communicate with your patients. Depending on the shades you use to represent your practice, you can influence certain types of feelings your patients have towards your practice. For example, yellow and orange are perfect for evoking feelings of warmth, happiness and interest. And black will elevate your practice to appear luxurious.

Color Psychology

Browse Pinterest

Pinterest is a great tool for inspiration. Try searching color schemes, or color combinations. As you search through content, save pins with color that you are immediately drawn to. Sharing this idea board with your administrator or marketing team will allow them to see what types of hues you are drawn to and give them a great starting point when building your brand.

Look at Your Competitors

Another great method is looking at what colors your competitors use. When doing this, you will be able to stay original and get an idea of what color could help you stand out in the sea of your market.

Ask yourself, What do you like?

At the end of the day, it is important to choose the colors that you are drawn to. Essentially, your brand is a reflection of yourself. Stay original to who you are and don’t feel pressured to use certain colors, even if other practices in your market are using them. Using colors that express who you are will create a unique image for your practice.

Oct 21
0
Steps to Handling A Difficult Patient

Steps for Handling a Difficult Patient

By | Consulting | No Comments

Dealing with difficult patients can be tricky but often times the most rewarding part of your job… if handled properly. Turn your unhappy patient into a lifelong patient with these simple steps.

1. Listen

Be calm. Listen carefully & completely to the patient’s problem. Maintain eye contact, and don’t smile or grimace. Nod when the customer makes a point you find valid, but don’t interrupt.

2. Empathize

Communicating that you do empathize with the customer can set the tone for the interaction and establish you as an ally who wants to help.

Examples:

  • “I understand completely, and I’m so sorry you’ve been upset. Let’s find a way to work this out.”
  • “That sounds frustrating”
  • “I can understand why you feel that way.”

3. Identify your options

Begin to address the patient’s problem after you’ve connected.

Options:

  • Sometimes all they want is for someone to acknowledge their problem.
  • Level with them. Ask, “How can we fix this for you?”
  • Reassure them. Let them know you or the practice will address this issue.
  • Notify a manager.

4. End on a positive note

Try not to let the patient walk away unsatisfied or upset. Instead, express gratitude for their patience, and promise you’ll do everything possible to make sure the next experience goes smoothly.

Keep These in Mind:

  • A happy customer means better business. A satisfied customer might spread the word about having a good experience, but an unsatisfied one will almost certainly complain to at least one person (if not more).
  • Avoid temptation to respond before fully listening to the customer.
  • Call your customer by name, if possible, it can make a person feel like she or he is being heard.
  • Don’t keep floundering if you are out of your depth – you’ll only aggravate an already tense situation. Get help.
  • Don’t be condescending, nothing can escalate a situation faster. Speak in a polite, yet genuine tone.