Glenn Shoosmith, CEO,@GlennBookingBugUsing the Web to Manageand Market Your Practice
The End of the Pen& Paper Practice……The Rise of theDigital Consumer&	  The Evolving Practice
The way your patients want to engagewith service providers is changing…•  88% of consumers research services before making...
Web	  Designers?	  Web	  Developers?	  Social	  Media?	  Local	  Directories?	  Service	  Directories?	  Blog?	  Online	  ...
•  Gain new patients ✔•  Retain existing ones ✔•  Manage your business ✔•  Reduce admin✔The Holy Grail of getting digital…...
• Simple ✔• Low Cost ✔• Big Impact ✔• Non Time Intensive ✔What complementary healthcareprofessionals really need are……digi...
It all comes down to meetingyour patients’ preferred waysof engaging*…(*And it doesn’t have to cost the earth.)The Secret?
Need EstablishedConsiderationDecisionSatisfactionLoyaltyAdvocacyAttractEngageConvertBuild RapportNurtureRewardYour	  Pa<en...
NeedEstablishedAttract1Ensure your practice gets noticed:o Listings & Directorieso Google Placeso Social Mediao Easy to fin...
NeedEstablishedAttract1Ensure your practice gets noticed:o Listings & Directorieso Google Placeso Social Mediao Easy to fin...
Consideration Engage2Put your website to work:o Contento Ease of Useo Reachabilityo Flexibilityo Payment Options
Consideration Engage2Put your website to work:o Contento Ease of Useo Reachabilityo Flexibilityo Payment Options
Decision Convert3Make key information availableonline:o Serviceso Staffo Experience / Specialitieso Availabilityo Pricingo...
Satisfaction Rapport4Build meaningful relationships:o Personalised Communicationso Appointment Confirmationso Appointment R...
Loyalty Nurture5Think beyond the appointment:o Personalised Engagemento Appointment Follow-Upo Social Mediao Add value whe...
Advocacy Reward5Let your satisfied patientspromote your practice:o Encourage Recommendationso Offer Rewardso Discountso Spe...
Need EstablishedConsiderationDecisionSatisfactionLoyaltyAdvocacyAttractEngageConvertBuild RapportNurtureRewardYour	  Pa<en...
•  Operate more efficiently ✔•  Reduce admin ✔•  Free-up your time to focus on whatyou do best ✔o  Appointment booking & sc...
Patient views services & availability,submits enquiry	  Happy patient	  Lovely recommendations!	  Appointment	  A Digital ...
•  It’s all about relationships•  Use digital tools that fit your patients,not just you•  Embrace the basics, the rest will...
GOOD LUCK!(Any Questions?)Glenn Shoosmith, CEO,glenn@bookingbug.com @GlennBookingBugCOPA stand CH42
Using the web to manage and market your complementary healthcare practice
Using the web to manage and market your complementary healthcare practice
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Using the web to manage and market your complementary healthcare practice

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Glenn Shoosmith, CEO, BookingBug presents at London's COPA show, discussing ways and means complementary healthcare professionals and practices can use the web to market their business, attract new patients, and retain existing ones.

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Using the web to manage and market your complementary healthcare practice

  1. 1. Glenn Shoosmith, CEO,@GlennBookingBugUsing the Web to Manageand Market Your Practice
  2. 2. The End of the Pen& Paper Practice……The Rise of theDigital Consumer&  The Evolving Practice
  3. 3. The way your patients want to engagewith service providers is changing…•  88% of consumers research services before making adecision•  4/5 of internet users research choices online beforemaking a purchase decision•  50% of your patients use social mediaThe Connected Consumer
  4. 4. Web  Designers?  Web  Developers?  Social  Media?  Local  Directories?  Service  Directories?  Blog?  Online  Bookings?  Recommenda<ons?  Offers?  Daily  Deals?  Facebook?  TwiBer?  FourSquare?  Website  Building  toolkit?  CRM?  Email?  Marke<ng?  SEO?  Adver<sing?   Word  of  Mouth?  Navigating the Digital Landscape
  5. 5. •  Gain new patients ✔•  Retain existing ones ✔•  Manage your business ✔•  Reduce admin✔The Holy Grail of getting digital…•  Expensive ✗•  Confusing ✗•  Time consuming ✗•  Or worse… ✗But in reality it can be…The Expectation Void
  6. 6. • Simple ✔• Low Cost ✔• Big Impact ✔• Non Time Intensive ✔What complementary healthcareprofessionals really need are……digital tools in their armoury.Choosing the Right Tools
  7. 7. It all comes down to meetingyour patients’ preferred waysof engaging*…(*And it doesn’t have to cost the earth.)The Secret?
  8. 8. Need EstablishedConsiderationDecisionSatisfactionLoyaltyAdvocacyAttractEngageConvertBuild RapportNurtureRewardYour  Pa<ents  Your  Prac<ce  1  2  3  4  5  6  Online-to-Offline Engagement Journey
  9. 9. NeedEstablishedAttract1Ensure your practice gets noticed:o Listings & Directorieso Google Placeso Social Mediao Easy to findWebsite
  10. 10. NeedEstablishedAttract1Ensure your practice gets noticed:o Listings & Directorieso Google Placeso Social Mediao Easy to findWebsite
  11. 11. Consideration Engage2Put your website to work:o Contento Ease of Useo Reachabilityo Flexibilityo Payment Options
  12. 12. Consideration Engage2Put your website to work:o Contento Ease of Useo Reachabilityo Flexibilityo Payment Options
  13. 13. Decision Convert3Make key information availableonline:o Serviceso Staffo Experience / Specialitieso Availabilityo Pricingo Payments
  14. 14. Satisfaction Rapport4Build meaningful relationships:o Personalised Communicationso Appointment Confirmationso Appointment Reminderso Regular contact & updates
  15. 15. Loyalty Nurture5Think beyond the appointment:o Personalised Engagemento Appointment Follow-Upo Social Mediao Add value where you can!
  16. 16. Advocacy Reward5Let your satisfied patientspromote your practice:o Encourage Recommendationso Offer Rewardso Discountso Special Promotions
  17. 17. Need EstablishedConsiderationDecisionSatisfactionLoyaltyAdvocacyAttractEngageConvertBuild RapportNurtureRewardYour  Pa<ents  Your  Prac<ce  1  2  3  4  5  6  Online-to-Offline Engagement Journey
  18. 18. •  Operate more efficiently ✔•  Reduce admin ✔•  Free-up your time to focus on whatyou do best ✔o  Appointment booking & schedulingo  Online/mobile paymentso  Emails / SMSo  Notifications & reminderso  Accountingo  Marketingo  Offers & dealso  Everything is connected!The Beauty of Automation
  19. 19. Patient views services & availability,submits enquiry  Happy patient  Lovely recommendations!  Appointment  A Digital Customer JourneyPays balance on mobile  Businessaccountsreconciled  Patient researches online  Patient with a need L  Practitionerreceives enquiry  Practitioner confirmsappointmentPatient paysdeposit online  Patient receivesappointment reminder
  20. 20. •  It’s all about relationships•  Use digital tools that fit your patients,not just you•  Embrace the basics, the rest will follow•  Don’t spend a fortune!In Summary…
  21. 21. GOOD LUCK!(Any Questions?)Glenn Shoosmith, CEO,glenn@bookingbug.com @GlennBookingBugCOPA stand CH42
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