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Reputation Management Case Study

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Presentation given at Las Vegas 2011 Multi-Specialty Foundation - panel on Reputation Management. This was a case study of an unhappy patient post on Yelp and how we resolved.

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Reputation Management 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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