Reputation Management - Yelp Case Study

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Presented by Monique Ramsey, Founder and CCO of Cosmetic Social Media as part of a panel on Reputation Management of at the 7th Annual Vegas Cosmetic Surgery 2011 International Multi-Specialty Symposium.

A case study about how we helped one plastic surgery practice deal with a negative patient review on Yelp.

Presented in Las Vegas on June 25, 2011

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  • Photos, links to website, Dr. Credentials, specialties, practice philosophy, etc.
  • The survey was conducted by Mom-entum -- part of social-media agency Big Fuel -- and SheSpeaks, a women's social-engagement platform (which we'll note isn't representative of the overall population).
  • Reputation Management - Yelp Case Study

    1. 1. Obtaining Reviews & YELP Case StudyMonique RamseyFounder, Cosmetic Social Media<br />Use Twitter Hashtag #VegasIMSS @MoniqueRamsey<br />Cosmetic Social Media<br />
    2. 2. About Monique<br />Native San Diegan<br />In the Aesthetic Surgery industry since 1991 (yikes!)<br />Founder<br />Cosmetic Social Media<br />Patient Engagement Marketing™<br />Certified Social Media Strategist2009<br />♥music, ♥USC, ♥sports, ♥spa days, ♥shoes & ♥creative endeavors!<br />Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media<br />
    3. 3. Basics<br />Claim all the free listings you can on review & consumer sites such as Yelp, RealSelf, etc.& fill them out completely! <br />Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media<br />
    4. 4. Getting Reviews – Need ###s<br />ASK!<br />Hand out a card to happy patients<br />Surveys / Respond to patients you know who are happy<br />Page on website<br />Sign up for alerts!<br />Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media<br />
    5. 5. Once You Get Reviews<br />Consider adding a badge to your website or use social media & your blog to direct people to the reviews.<br />Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media<br />
    6. 6. Why it Matters<br />62% say of moms surveyed say that a positive product experience is the biggest motivator for them to talk with others about a brand.<br />Source AdAgeDaily 6/23/11<br />Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media<br />
    7. 7. Case Study<br />Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media<br />
    8. 8. Private Message Same Day<br />Hi Kathryn, <br /> Thank you for posting your comments. This is not the kind of 5 star experience that we strive for. I would like to send your comments to the CEO for review. If you could email me with your full name and email address, I will be able to have your chart pulled and examine what went wrong. Thank you again for bringing this to our attention. <br /> Oh, one more question... did you happen to tell anyone else about this, prior to posting on Yelp? I am just curious so I can try to re-trace what happened. My email is monique@ljcsc.com.<br />Thank you so much,<br />Monique Ramsey<br />Director, LJCSC Community<br />Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media<br />
    9. 9. Administrator Intervention<br />Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media<br />
    10. 10. 5 Days Later<br />Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media<br />
    11. 11. Thank YouMonique RamseyMonique@cosmeticsocialmedia.com877-401-5485<br />Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media<br />

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