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Calgary Jan 2017

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Internal and web marketing strategies for dental practices

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Calgary Jan 2017

  1. 1. XANA WINANS, PRESIDENT more than marketing gpm Internal Marketing Insights Untangling the Web
  2. 2. WHAT DOYOU WANTTO LEARN TODAY?
  3. 3. Goal Setting for 2017 Creating Your USP The New Patient Experience Practice Branding & USP’s Retention Strategies Reactivation Marketing Referral Marketing Know Your Audience The Power of Authenticity Websites, SEO, PPC & Social Your Online Reputation Measure What You Market
  4. 4. GOAL SETTING: START WITH THE END IN MIND
  5. 5. WHAT WERE YOUR 3 BIGGEST WINS IN 2016?
  6. 6. WHAT 3 THINGS WERE YOU THANKFUL FOR AT YOUR PRACTICE IN 2016?
  7. 7. WHAT ARE THE 3 BIGGEST CHALLENGES YOU GREW THROUGH IN 2016?
  8. 8. WHAT ARE YOUR 3 BIGGEST “UNFINISHED BUSINESS” ITEMS?
  9. 9. WHAT ARE YOUR 3 BIGGEST ASPIRATIONS FOR YOUR PRACTICE IN 2017?
  10. 10. HOW DO YOU WANT “X” TO BE DIFFERENT IN YOUR PRACTICE IN 2017? NAME 3.
  11. 11. SMART GOALS Specific Measurable Actionable Realistic Time Bound
  12. 12. SAMPLE GOALS Start 2 Invisalign cases per month in 2017 Convert 75% of all NPO’s into confirmed appointments and measure progress monthly Incorporate tracking methods in all new marketing. Add to existing marketing by 7/31/17.
  13. 13. Internal Marketing Insights What DoYour Patients Really Want?
  14. 14. SURVEY SAYS…
  15. 15. MONEY MATTERS 1. Participate with Plans 2. Provide and Promote Financing Options 3. Educate Patients on their Coverage or Risk Bad Reviews!
  16. 16. 44% CARE ABOUT YOUR LOCATION 4 - 5 MILES FROM WORK OR HOME
  17. 17. 29% Want to Know… DoYou Have a Stellar Reputation?
  18. 18. 19% 19% Want Advanced Technology for Faster Service and Better Care
  19. 19. 18% Care About Your Credentials
  20. 20. GET ME 
 IN WITHIN 
 48 HOURS
  21. 21. of patients say this 
 is a primary factor in choosing a new dentist 33% of patients say this is #113%
  22. 22. You Are All Fighting For Limited Resources
  23. 23. IFYOUR COMPETITION DOESN’T DO ALLTHAT, ANDYOU DO, THERE’SYOUR USP. BUT IFTHEY DO…WHAT ELSE SETSYOU APART?
  24. 24. A DENTIST IS A DENTIST IS A DENTIST
  25. 25. We listen (I would hope so) Advanced training (too vague) High quality care (undefinable) Great customer service (commodity) Gentle touch (If you don’t I’m not coming back) THIS DOES NOT MAKE YOU UNIQUE
  26. 26. Sure, whatever…
  27. 27. It elevates your practice above the competition It builds your image into something influential It gives substance to your practice, services and products It enables people to relate to your practice It tells people that what you offer is of high quality It marks you as a reliable, trustworthy company AUTHENTICITY
  28. 28. BE TRUE TO YOURSELF Share your passion 
 and your mission What is your purpose? What are your 
 core values?
  29. 29. THE MOST POPULAR PAGES Doctor Bio Team Bios Smile Gallery Office Tour New Patients Contact Us
  30. 30. 100% AUTHENTIC Real Patients, Real Stories
  31. 31. LET’S DEFINEYOUR USP
  32. 32. WHAT SEPARATES US?
  33. 33. WHAT DO WE DO BEST?
  34. 34. WHAT IS OUR NICHE?
  35. 35. WHAT DO PATIENTS SEE AS OUR UNIQUENESS?
  36. 36. What Are Our Strengths?
  37. 37. WHAT ARE OUR WEAKNESSES?
  38. 38. WHAT ARE OUR PATIENTS’ BIGGEST PROBLEMS?
  39. 39. HOW DO WE MATCH UP?
  40. 40. THE NEW PATIENT EXPERIENCE: WHERE EVERY LITTLE THING COUNTS
  41. 41. BASIC EXPECTATIONS Sweaty palms…knot in my stomach…just breathe… It’s going to hurt. And dentists clearly like inflicting pain. I can’t wait to see what this is going to cost me. He’s running late. I’m wasting precious time off for this??? The smell. The taste. That bright light in my eyes…ugh.
  42. 42. LET’S REWRITE THE STORY
  43. 43. WOMEN JUDGE EVERYTHING UseTheir Insight For a Critique Board
  44. 44. Your Location
  45. 45. Is Your Sign Visible?
  46. 46. How Well Do You Handle the Phone?
  47. 47. 41% of patients want convenient or 
 extended hours during the week 36% want weekend hours
  48. 48. 7AM - 10AM & 3PM - 6PM
  49. 49. What’s the Parking Situation?
  50. 50. What’s Your First Impression?
  51. 51. How Are Patients Greeted?
  52. 52. How Is Money Handled?
  53. 53. Do You Have a Warm & Friendly Staff?
  54. 54. Do You Provide Post-Op Calls & Instructions?
  55. 55. How’s the Personal Hygiene of Team & Doctor?
  56. 56. Does Your Smile Walk the Talk?
  57. 57. Your technology How your office smells Background music and volume Visual noise/clutter How well you explain treatment Cleanliness and upkeep Scrubs and uniforms If you are gentle Picky, Picky, Picky!
  58. 58. CREATE LOYALTY First impressions are lasting impressions Be unexpected Give your team the freedom to fix any problem Ask for referrals - and then recognize your patients when you get one!
  59. 59. FIRST APPOINTMENT 48 hours before - reminder call, parking, forms 24 hours before - intro call from the Doctor Time of appointment - expect the patient, greet by name
  60. 60. WOW FACTORS Comfort menu Free special event whitening (milestone birthdays, graduation, anniversaries) Send birthday flowers to the office Lip balm for long procedures Free electric toothbrush or “White Baskets” for large restorative cases Apology gifts
  61. 61. HOW CANYOU ENHANCEYOUR NEW PATIENT EXPERIENCE?
  62. 62. Of Course, All of This Only Matters If You Get Them Scheduled
  63. 63. THE IMPATIENT PATIENT Patients call when it’s convenient forTHEM. Lunch. Weekends. 
 Before and after work. You are an errand to be crossed of their list. 80%+ of callers do not leave a message when they reach voicemail. 1 2 3
  64. 64. Hello? OF ALL CALLS ARE MISSED32%
  65. 65. 40 New Patient Calls per Month 32% Missed Calls = 13 Patients 70% Appointment Conversion = 9 Average NPValue $1,500 x 9 Lost Patients $13,500/Mo x 12 Mo = $162,000
  66. 66. SOLUTIONS Reroute calls to the back office after 2-3 rings Staff phones 7am - 7pm, Mon. - Fri. Forward calls to an after-hours cell phone Make scheduling accessible in the cloud Send overflow calls to a call center (If you do, 
 they MUST have direct access to your schedule.) 1 2 3 4 5
  67. 67. #3Conversion Skills THAT HELP CALLERSTO…
  68. 68. YOUR CASES Start Here
  69. 69. TRAIN YOUR TEAM Front desk = sales professional Always answer a question 
 with a question Who’s leading the call?
  70. 70. Be prepared to listen Use a new patient form Focus on the caller (The cone of silence!) Be Focused
  71. 71. Words 7% Voice 38% Body 55% WHAT You Say Is Not Nearly As Important as HOW You Say It It’s Not Just About the Script!
  72. 72. THE GREETING Answer with a smile in your voice Introduce yourself & the practice Ask for their name (write it down!) Ask for the referral source Ask how you can help
  73. 73. Be friendly, attentive and engaged
 
 Use the caller’s name
 
 Find a common connection
 
 Create value and credibility 
 for the doctor / practice
 
 Explain any procedures using layman’s terms BUILD RAPPORT 1 2 3 4 5
  74. 74. THE CLOSE Be aware of offers and terms Do not quote fees Overcome objections Ask for the appointment Set expectations Establish confirmation protocol Do you have any questions?
  75. 75. Avoid… I Can’t I Should I’llTry No Problem Let Me See Maybe I’ll Have to Check
  76. 76. Instead, say… I Can I Will I’m HappyTo Absolutely It Would Be My Pleasure You Bet!
  77. 77. QUESTIONS & CLOSES The Assumptive Close Q: Are you open on Fridays? A: We are open Monday throughThursday and have both early morning and evening appointments to accommodate busy schedules. I’d love to find something convenient for you. What time of day works best?
  78. 78. THE BONUS CLOSE Q: How much do you charge for Invisalign? A: Can you tell me why you think you need braces? Q: Well, my front teeth are crooked and it’s really embarrassing for me to talk to clients this way. A: I completely understand; your smile is such a critical part of how the world sees you. Luckily, Dr.Winans is a certified Invisalign provider. You’re going to love how we can straighten your teeth without metal! Let me do something for you - I’m going to get you scheduled for a no-charge consultation. Do you prefer morning or afternoon appointments?
  79. 79. THE DEMONSTRATION CLOSE Q: I don’t like my yellow teeth. How much do you charge for whitening? A: Mary, you are going to love how quickly our professional laser whitening can change your smile. It’s SO fast! Are you in front of your computer? If you go to our website, I can show you some of the whitening cases Dr. Winans has done; the before and after images are amazing. I also want you to check out some of the testimonials from our patients who have completed this same treatment. Let’s get you in for a quick consult. How’s Monday at 9?
  80. 80. You’re going to 
 LOVE Dr. Winans! Here’s what 
 you can expect Let’s do this… 
 (don’t ask,TELL) KEY PHRASES 1 2 3
  81. 81. Branding
  82. 82. Branding is the Emotional Response that a Company Evokes in a Customer
  83. 83. Sugar Fix Smile Savers Dr. Larry Winans Lawrence J.Winans DMD FACD, MAGD, PA
  84. 84. Nike Milk The Marines
  85. 85. GIVE CONSUMERS A LITTLE CREDIT
  86. 86. GET SOME PERSPECTIVE
  87. 87. CONSIDERATIONS How will it look: Embroidered on scrubs? At a distance on a sign? Printed on statements and forms? Will it get used vertically or horizontally the most? Can you use the icon independently from the practice name?
  88. 88. BRAND CONSISTENCY Signage NP Packet/Brochure Electronic Communications Email Signatures Social Media Internet Online Reputation
  89. 89. Website Social Media Signage
  90. 90. RETENTION STRATEGIES Get ‘Em. Keep ‘Em.
  91. 91. KEEP YOUR PATIENTS It costs 90% less to get an existing patient to return than it costs to replace them. The average practice loses 50% of its patients every 5 years
  92. 92. • 1% die • 3% move away • 5% go to another practice due to a recommendation from a friend or relative • 9% go to another practice because they think it has better products, services or prices • 14% leave because they are dissatisfied with the current product or service • 68% leave due to an attitude of indifference: You must not care about me/I’m just a number Unclear or dismissive communication Insisting on being right WHERE DID THEY GO?
  93. 93. 45% Poor quality of work 40% You Don’tTake My Insurance 38% You’ve Lost MyTrust 33% Your Fees Are Too High 32% Poor Chairside Manner 30% Your Staff is Not Friendly 27% You Are Not Gentle! 23% Too Hard to Get In 22% Location
  94. 94. WHAT ENHANCES PATIENT RETENTION?
  95. 95. ACCESS TO CARE Hours Location Affordability Direct access to the Doctor
  96. 96. CARE DELIVERY Gentle, attentive approach Team interacts directly with the patient Doctor clearly explains procedures Follow up calls
  97. 97. PERSONALIZED EXPERIENCES Remember birthdays 
 and anniversaries Ask me personal questions from our last conversation
  98. 98. Pain Timeliness How you treat patients Cleanliness of the office Making care affordable Constant & Never Ending Improvement
  99. 99. Promotional specials E-Newsletters Social media End of the year benefits reminders Retention Through TOMA
  100. 100. What a Waste. Don’t let your dental benefits slip away! One Mailing. 72 Calls.
  101. 101. What is the average life span of a patient in your practice? How can you extend that life span? What methods do you employ to stay in contact with patients in-between visits? What additional methods can you use to increase retention? 1 2 3 4
  102. 102. REACTIVATION They loved you once…
  103. 103. of patients not seen in at least 9 months will go inactive See Ya! 65%
  104. 104. We’ve missed your smile.
  105. 105. ONE MAILING. 38 CALLS 13 Calls in Month Two. People Hang Onto This!
  106. 106. We Don’t Always Have Patients as Good-Looking as You.
  107. 107. What would your mother say if she knew you aren’t keeping up with your dental hygiene visits?
  108. 108. 146 Calls in 8 Months
  109. 109. REACTIVATION PROTOCOL 1st - Cell 2nd - Office 3rd - Home One contact every 6-8 weeks Alternate calls with mailings and email Keep at it for 1-2 years 1 2 3 4 5 6
  110. 110. How frequently do you contact patients who are overdue for care? What methods do you use? What new strategies do you want to try to reactivate your patients? 1 2 3
  111. 111. REFERRAL MARKETING
  112. 112. of patients solicit personal recommendations from family, friends, and co-workers 84%
  113. 113. Why Do We Refer?
  114. 114. Exclusivity
  115. 115. Connection
  116. 116. Social Currency
  117. 117. The 2-Card system Why your team would prefer to hide Keeping everyone accountable After the fact thank you’s Care to Shares and Gift Cards BOOST YOUR REFERRALS
  118. 118. Lunch and learns Personal follow up calls with the referring doctor You expect a specialist to court you.They deserve the same. Personal contact every 1-2 months
  119. 119. What makes your practice worthy of a referral? Why do patients trust your practice? Are there any signals that might cause a patient to distrust you? What new strategies do you want to try to increase referrals? 1 2 3 4
  120. 120. KNOWYOUR AUDIENCE
  121. 121. WORDS FOR MEN Hierarchy Superior Advantage Exclusivity Being Right Respect Individual Self Reliant Autonomy Freedom Unique
  122. 122. Hierarchy Superior Advantage Exclusivity Being Right Respect Individual Self Reliant Authority Freedom Unique
  123. 123. DID IT WORK? Premiered March 2012 $4,500 total production cost Did you ever see anyone use a razor in this video? USP? Price & delivery method 12,000 people signed up in the first 48 hours 330,000 subscribers in 18 months Original video watched more than 22,000,000 times October 2014: $7.2M in monthly sales, 1.1M subscribers
  124. 124. WHERE TO REACH MEN 58% of young dads (25-40) are influenced by digital ads and banners 68% are likely to make a purchase because of a mobile ad on a smartphone Men stream music more frequently than women (Pandora!!!)
  125. 125. WORDS FOR WOMEN Equality Fairness Friendship Inclusivity Trust Group Support Interaction
  126. 126. Trust Equality Fairness Friendship Inclusivity SupportGroup Interaction
  127. 127. DID IT WORK? “People don’t buy what you do, they buy why you do it.” - Simon Sinec, Start with Why 6 months - 600% increase in sales Sales jumped from 2.5B to 4B in 10 years Real Beauty Sketches - most watched video ad of all time #1 in brand loyalty for consumer packaged goods (2014)
  128. 128. What methods are you using to collect testimonials from your patients? Where are your testimonials being seen by prospective patients? What other places can you use testimonials to increase your credibility? Does your current marketing speak to your audience? 1 2 3 4
  129. 129. LUNCH
  130. 130. WHATYOU’VE ALL BEEN WAITING FOR… How to Untangle the Web
  131. 131. 38% WANT TO SEE 
 AN INFORMATIVE, UP-TO-DATE WEBSITE
  132. 132. WEBSITE DEVELOPMENT CMS Responsive design Fixed headers Custom content Page load speed
  133. 133. Know Your Target
  134. 134. Build With Responsive Design
  135. 135. Be Authentic
  136. 136. Make Your Contact Info Easy to Find
  137. 137. What’sYour Call to Action?
  138. 138. 43% Want To Request Appointments Online
  139. 139. MAKE YOUR WEBSITE FLY
  140. 140. For a website that takes longer than 
 3 seconds to load… Will abandon the site Will never return
  141. 141. https://developers.google.com/speed/pagespeed/
  142. 142. WEBSITE CONTENT Write for people, not search engines Only original, unique content Be honest and authentic Use social proof Include videos (we are lazy!)
  143. 143. DR. BRETT TAYLOR ON SLEEP APNEA You can live weeks without food (the record is about 6 weeks on purpose, no thanks). You can live days without water (18 days was the most I could find, but most people are dead inside a week). BUT, you can only live minutes without oxygen (9 minutes is the breath holding record. What an idiot. Most people would be unconscious inside 4 minutes). So what's this telling you apart from the fact I have too much time on my hands to surf the internet? It's telling you there is nothing more important than oxygen, and you can't go very long without it.The problem is, too many people ARE going without oxygen when they're sleeping, and it's slowly killing them. Read the articles on airway obstruction in children and adults on the right. The life you save may be your own, or someone you love.
  144. 144. Social Proof
  145. 145. Consumers are 64-85% More Likely To Buy After Watching a Video - Kissmetrics
  146. 146. Today’s Patients 
 WANT A DENTIST
 THEY CAN TRUST How to Get Reviews on Google,Yelp, Facebook and More
  147. 147. REPUTATION MONITORING
  148. 148. CLAIM, OPTIMIZE & PROTECT Locate: moz.com / FreeTools / Check my Business Listing1 2 3 4 5
  149. 149. CLAIM, OPTIMIZE & PROTECT Locate: moz.com / FreeTools / Check my Business Listing Claim your listings RECORDYOUR LOGIN & PW! 1 2 3 4 5
  150. 150. CLAIM, OPTIMIZE & PROTECT Locate: moz.com / FreeTools / Check my Business Listing Claim your listings RECORDYOUR LOGIN & PW! Optimize - photos, videos, hours, financials, intro/bio 1 2 3 4 5
  151. 151. CLAIM, OPTIMIZE & PROTECT Locate: moz.com / FreeTools / Check my Business Listing Claim your listings RECORDYOUR LOGIN & PW! Optimize - photos, videos, hours, financials, intro/bio Create NAP consistency across all listings 1 2 3 4 5
  152. 152. CLAIM, OPTIMIZE & PROTECT Locate: moz.com / FreeTools / Check my Business Listing Claim your listings RECORDYOUR LOGIN & PW! Optimize - photos, videos, hours, financials, intro/bio Create NAP consistency across all listings Check back for Zombie listings monthly 1 2 3 4 5
  153. 153. GOOGLE ADWORDS FOR WHEN YOU HAVE A SHOT IN HELL AT RANKING ORGANICALLY :)
  154. 154. GOOGLE DISPLAY ADS
  155. 155. ORGANIC VS. PPC Organic Only Organic & Pay Per Click 15 Calls 39 Calls Implant Text Ads Implant Display Ads $3.79 - $4.52/click $.44 - $1.76/click
  156. 156. HOW DISPLAY WORKS 2MM publisher sites Can show on desktop, mobile and apps Uses contextual targeting via keywords & history Brand reinforcement, pay for performance
  157. 157. LANDING PAGES • Google quality score and click cost • Don’t distract your visitor • 20% problem / 20% solution / 60% proof • Give me a reason to act now
  158. 158. Facebook Instagram YouTube Google+ Be Socially Savvy
  159. 159. JUST DO IT…WHY? Increased brand recognition 53% of those who follow you socially are more loyal to your brand It humanizes you Supports SEO Improved customer insights with comments, likes & shares
  160. 160. POSTING INSPIRATION Patient milestones Team events Caption this! Doctor hobbies / family / personal interests Fill in the blank (_______ makes me smile in the morning!) Inspirational quotes Opinions (Should we open at 7am one day a week?)
  161. 161. The phone is in their hands…just ask! Create and share high quality content Ask the team to share posts Cause marketing - $1 donation for every new like BUILD A FOLLOWING
  162. 162. 3,700 Likes 4,500 Shares 60,600 Entries 64,100Visits $300 Prize
  163. 163. DON’T EXPECT MIRACLES Think branding, not direct response Automation balanced with personal interaction 48% cannot prove direct impact (Ad Age 2/16) 11.5% can quantitatively prove ROI (Ad Age, 2/16)
  164. 164. WHAT DID I EVER DO TO YOU? When bad reviews 
 happen to good doctors
  165. 165. WHO DID THIS TO ME? John Doe - 6 months ago While the staff was pretty cool, this is NOTTHE PLACETO GO IF 
 YOU ARE DENTAL PHOBIC. XXXXXXX is a sarcastic douche canoe who has no respect for his patients feelings. He was belittling and rude. For some of us, it's hard enough just to walk through the door of a 
 dentist offices. Having the "doctor" treat you as if you where subhuman and stupid doesn't help. Not only would i not recommend this place, 
 I feel you would be better off doing your own dental work at home with pliers. At least then, you won't have to pay for the pain or for the 
 pleasure of being mocked. STEP #1 - IDENTIFY THE PATIENT
  166. 166. STEP #2 - TRY TO RESOLVE THE ISSUE Phone call from the Doctor, not the team Let them speak and do not interrupt Do not get defensive Validate their concern Try to resolve the issue Ask if the review can be amended 
 (asking for removal invalidates their issue) 1 2 3 4 5 6
  167. 167. STEP #3 - WRITE A PUBLIC RESPONSE Deep breath Login to the account Write an objective response Have someone else read it Remember HIPAA 1 2 3 4 5
  168. 168. STEP #4 - CHANGE SOMETHING There’s a smidgen of truth 
 in every review. Adjust your systems: Emergency policy? Financial explanations? Wait times?
  169. 169. STEP #5 - REACH FOR THE STARS 20 positive reviews will drown out one negative review Daily in-house reviews Review reminders
  170. 170. of consumers will 
 pay more for services with higher ratings 
 & reviews 86%
  171. 171. Be Positive | Be Passionate | Be Genuine
 Be Kind | Be Humble 
 Listen | Compliment Others First EARN YOUR REVIEWS
  172. 172. $99 setup $99/month
  173. 173. Who on your team will be responsible for monitoring your online reputation? What channels will they check? With what frequency will they check the reviews? 1 2 3
  174. 174. THE CHECKLIST Internal, External & Internet What do you want to keep? What do you want to improve? What do you want to add?
  175. 175. PRIORITIZE! 1. Immediate no/minor cost changes 2. Maximum return changes 3. Long term impact changes
  176. 176. BACK TO BASICS How does each marketing strategy support your SMART goals? Can you communicate your USP with this strategy?
  177. 177. BUDGETING FOR SUCCESS
  178. 178. HOW MUCH? Major Launch: 5-7% Growth: 3-5% Maintenance: 2-3%
  179. 179. THE COMPLETE MARKETING BUDGET Media / media placement services Digital advertising costs - Adwords, social boosting or ads Ongoing management - SEO, adwords, social media, reviews, hosting Internal referral incentives / “sorry” gifts Copy, design & production “Value” of discounted services Community festivals & giveaways 5% for “please support my Boy ScoutTroup/SoccerTeam/Relay for Life fundraiser”
  180. 180. What is your annual marketing budget? What marketing expenses are already contracted for this year? How much do you have left to spend each month on new marketing strategies? 1 2 3
  181. 181. KNOW YOUR KPI’S NPO’s NPA’s Appointment Conversion Rate NP Cancellations NP No-Shows Cost Per Lead Revenue Per Lead Case Acceptance Rate ROI
  182. 182. Measure Plan Execute Measure Adjust Measure Rinse & Repeat
  183. 183. PERSON BY PERSON CALL BY CALL
  184. 184. PSS.The not so great call seems to be the same business team member that is a repeat offender and has been here 19 years!! We are figuring out her future here! PS.We celebrated Stephanie's great call yesterday! REDIRECT YOUR LOSSES CELEBRATE YOUR WINS
  185. 185. GOOGLE ANALYTICS
  186. 186. CALCULATING ROI Revenue / Marketing Cost = ROI
  187. 187. Revenue / Marketing Cost = ROI CALCULATING ROI
  188. 188. Revenue - Marketing Cost Marketing Cost = ROI
  189. 189. MEASURE MORE THAN JUST CALLS Did it generate traffic? Increase in-office inquiries? Build awareness of your brand?
  190. 190. Northcutt Dental Val Pak in existence for years TV campaign started July 2012 • July 2012 – 656 visits • January 2013 – 963 visits • July 2013 – 1,196 visits • January 2014 – 1,390 visits • July 2014 – 1,774 visits • October 2014 – 1,948 visits 297% Web Growth in 2.5 Years
  191. 191. Establish the KPI’s that you plan to measure for your marketing Who in your office will be responsible for documenting your KPI’s? How frequently will you measure and review your KPI’s? 1 2 3
  192. 192. Any Questions?
  193. 193. xana@goldenproportions.com 570-742-5656

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