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10 Viral Social Media Campaigns You Can Learn From

10 Viral Social Media Campaigns You Can Learn From

In a world with 7.9 billion people, 4.48 billion have social media accounts. That means more than half of the world is using social media. Making it one of the most powerful marketing tools in the age of digital media.

According to statistics, an average user currently spends more than two hours each day on social media. Obviously, many people hang out on social media longer than that. It’s no wonder then that marketers are constantly on the lookout for the next big social media campaign ideas.

But while many brands are still having a hard time breaking through social media, some have already launched phenomenal campaigns that catapulted them into the spotlight. Not only did their sales increase, but these campaigns also made their brands more visible and recognizable.

So if you’re still racking your brains for the best social media strategy, here are ten phenomenal social media campaigns you can learn from.

1. #DistanceDance

Company: Procter and Gamble

Platform: TikTok

What They Did

https://www.tiktok.com/@charlidamelio/video/6807971434959310085?lang=en

The whole campaign started as a result of a series of phone calls. Ohio Governor Mike DeWine called P&G CEO David Tylor to discuss his concern about the youngsters not following social distancing in his state.

The phone calls eventually reached Debby Reiner, the President for Global Clients at Grey Worldwide, a partner branding agency of P&G.

The next 24 hours saw the brainstorming of an absolutely brilliant social media campaign called #DistanceDance. To kick-start the campaign, the agency hired the most popular TikToker Charli D’Amelio to do a video challenge.

Charli initiated the campaign with her first distance dance video that garnered 8 billion views in a week. It also inspired youngsters on TikTok to stay home and do their own #DistanceDance video. The first week ended with about 1.7 million imitation dances from every kind of social media user.

When the challenge went viral, P&G used the hashtag to start a fundraiser for the populations hit hard by the pandemic.

What We Can Learn From It

P&G showed how an organization can achieve its brand awareness goals while keeping up with its corporate social responsibility.

2. Dear Kitten

Company: Friskies (in collaboration with Buzzfeed)

Platform: YouTube

What They Did

Friskies did a video campaign in collaboration with Buzzfeed in 2013. The video has more than 32 million views on YouTube to date, and it proved to be one of the most successful social media campaigns.

The concept was simple. The video shows two cats, an old cat, and a young kitten. The old cat advises the little kitten in a human voice.

The catchy and funny script hooked the audience to the video, and Friskies and Buzzfeed used this campaign to create a viral video series after that.

What We Can Learn From It

The video series proved that funny content hooks audiences better than any other type of content.

3. #WhatsYourName

Company: Starbucks

Platform: Facebook, Instagram, Twitter, YouTube

What They Did

Starbucks UK partnered with an organization named Mermaid to show support for the gender non-conforming youth and transgender community. Together, they created a TV commercial that shows the struggle of a transgender teen called Jemma.

But the highlight of this brilliantly poignant ad was when Jemma uses the name ‘James’ when ordering coffee at Starbucks.

The campaign aligned two concepts. One is the support for the transgender community. The other is the familiar experience of ordering coffee at Starbucks and having your name written on the cup.

After the TVC, Starbucks created a social media campaign with the hashtag #WhatsYourName.

People used the hashtag to post their pictures with a Mermaid tail cookie to show support for the Mermaid community. That hashtag also worked as a fundraiser for the organization.

What We Can Learn From It

Marketers need to keep tabs on the current social issues and use their platform to help break taboos.

4. #ShotOniPhone

Company: Apple

Platform: Instagram

What They Did

Instagram

In March 2015, Apple promoted the hashtag #ShotOniPhone on Instagram. Six years later, the campaign is still going on and has generated over 21.9 million posts to date.

Through the hashtag, Apple has encouraged its users to share their photos and other user-generated content. It is a smart way to build brand awareness through the existing customer base without paying anything to them.

What We Can Learn From It

User-generated content can be a powerful tool to engage your target audience.

5. #MoonPieToTheMoon2024

Company: MoonPie

Platform: Twitter

What They Did

Put-A-M00nPie-On-The-Moon

MoonPie has made us laugh out loud a lot of times thanks to its hilarious Twitter antics. But recently, it caught the attention of NASA executives by launching an interestingly innovative ad. They directly addressed NASA to take their MoonPie to the moon, stating ten funny reasons for it.

The ad became viral through the hashtag #MoonPieToTheMoon2024 when all MoonPie supporters kept sharing it to support the cause. The trend was even backed by an actual petition on Change.org that got almost 5000 signatures.

Judging by how the campaign is going, there’s a big chance we’ll get to see an astronaut munching on a MoonPie while landing on the moon.

What We Can Learn From It

Companies can build interesting narratives around current events and use them to create a unique brand voice.

6. Sleep Channel

Company: Casper

Platform: Spotify and YouTube

What They Did

Casper

Casper, a popular mattress brand made a unique sleep audio playlist they called the “Sleep Channel”. Hosted on Spotify and YouTube, the playlist features relaxing tunes that can help lull the listener to sleep. Casper then advertised it on other social media platforms such as Facebook, Twitter, and Instagram.

Considering that they sell mattresses, the campaign was a stroke of brilliance. It quickly became phenomenal and elevated the brand from a mere mattress manufacturer to a sleep company.

What We Can Learn From It

Giving your audience a unique, out-of-the-box experience can give you an edge over your competitors.

7. #BigGameColorCommentary

Company: Pantone

Platform: Twitter

What They Did

Pantone

Pantone, a color company that deals mainly with graphics, took advantage of the Superbowl to launch a brilliant social media campaign.

The campaign came about when two Superbowl teams (Kansas City Chiefs and San Francisco 49ers) were both wearing red uniforms, albeit with different shades. To clear the confusion, Pantone tweeted an image that shows the Pantone colors of both team’s uniforms.

Pantone then followed it up by promoting the #BigGameColorCommentary. Using this hashtag, they shared their views about all the colors they encountered during play. The company even posted commentary on the brands that put their ads on the game.

Since it’s the Superbowl, the campaign became a trending topic on Twitter which led to increased brand visibility for Pantone.

What We Can Learn From It

Marketers need to learn how to effectively incorporate big events into their social media strategies without losing their brand voice.

8. #ShowUs

Company: Dove in partnership with Getty Images

Platform: Instagram

What They Did

Instagram-Showus

Dove is a beauty brand that, for the past few years, has promoted originality and inclusivity for all women. To showcase its brand values, the company started a campaign with the hashtag #ShowUs.

This campaign’s idea revolves around user-generated content shared on social media that encourages body positivity.

To date, the hashtag has gathered more than 650,000 raw, unedited photographs of women.

What We Can Learn From It

Promoting brand values can stir up loyalty among your customers. If your customer’s values coincide with your brand’s values, they are most likely to stick with the brand.

9. #OptOutside

Company: REI

Platform: Instagram

What They Did

Instagram-Optoutside

REI is a recreational equipment company that stood against the frenzy that came with Black Friday sales. The company promoted the hashtag #OptOutside by announcing that they will be closed on Black Friday.

The hashtag quickly went viral and now has more than 17 million Instagram posts.

The idea behind the campaign was to curb the consumerism that Black Friday instigates in the minds of consumers through FOMO.

Using the hashtag, they encouraged people to go outdoors instead of fighting their way into a shopping mall. This, obviously, resonated with a lot of people who think that mindless shopping is not a great way to spend the holiday.

What We Can Learn From It

Companies should stand for what they believe in, even if they may not agree with popular opinion.

10. #CouldUseABeer

Company: Coors Light

Platform: Twitter

What They Did

America-Could-Use-A-Beer

Coors Light started the hashtag #CouldUseABeer to cheer up Americans during quarantine. Everyone who retweeted the hashtag received a pack of six beers. When the campaign ended, Coors was able to give away a total of 500,000 beers.

The campaign was inspired by another giveaway that Coors Light did for a quarantined 93-year-old woman who went viral when she put up an “I need more beer” sign on her window.

What We Can Learn From It

There are actually two things we can learn from this campaign. One is that giveaways are a brilliant way to gain brand recognition. Another is that marketers should keep track of what’s trending on social media and use it to their advantage.

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6 Things You Must Do To Offer Frictionless Free Trials

6 Things You Must Do To Offer Frictionless Free Trials

C&C Customer Experience (CX) Series

A goal of any online conversion event is to provide a frictionless process to get the conversion. Whether it is a lead magnet, trial, demo, subscription, or transaction, everyone benefits by eliminating every possible point of friction. That’s what good customer experience, (CX) is all about. Why then are so many conversion events fraught with unnecessary friction and barriers to conversion?

We recently addressed a particular use-case scenario from two different clients—the Free Trial with a required credit card to access the free trial. In both cases, their web traffic analytics clearly illustrated the crushing effect that roadblock had on free trial sign-ups. And worse, these were largely B2B business models not typically accustomed to that requirement.

 

“If it’s a free trial,

why do I have to provide my credit card number?”

 

There are three common reasons a business will charge for a free trial, and they’re all bad:

 

  1. The credit card requirement is an intentional pre-qualifier to ensure the prospect is qualified and serious.
  2. The credit card will be auto-charged at the end of the trial period, in the hopes of a less-than-transparent transaction or subscription being consummated (even if this is not the intent, expect your prospect will assume it is!).
  3. There is a technology limitation preventing a time- or feature-limited trial period, thus using a delayed auto-billing circumvents the limitation, sort of.

 

The Six Things You Must Do To Make Free Trials Frictionless

Regardless of the underlying reason for the requirement (more on this below), there are six things you must do to remove some of that decision friction. Because if you don’t, you’ve lost the prospect and wasted all the time and money expended to get the prospect that far down the funnel.

1. Be upfront about it; don’t hide the fact until the point of sign-up

In the worst examples we saw, the credit card requirement was sprung as a surprise at the point of trial sign-up! Yes, right there on the form page for the FREE TRIAL! The obvious question anyone would ask is, “If it is a free trial why do I have to provide my credit card number?”

2. Explain the value proposition, in advance

Before someone will pull the trigger on any trial, they must believe it will be worth their while. If that decision is further roadblocked by any additional barrier, they have to believe it will really, really be worth their while! If you haven’t told the story, laid out the compelling reasons and benefits to the prospect of how this trial will solve their problem, boost sales, or benefit their life in some way, don’t expect the conversion. There is an art to this kind of story-telling and it begins long before the sigh-up form. When done correctly, the prospect will be eager to take the next step and sign-up.

“This example checks off items 1,2,3,4 and 6 in our Must Do checklist. The 5th item, the Alternate Payment Options, can easily be added or included in the text link pop-up, “Why is a credit card required.”

3. Explain why and how the credit will or will not be charged

Once you’ve smacked them in the face with the credit card requirement, be clear how, when and how much they will be charged. Be clear on how the prospect can avoid the charge at all. Make that message stand out; use a graphic or some other visual disruptor to set the correct expectation and make it visible. Repeat that message in the FAQs and any other place within the buying journey where the roadblock presents itself.

4. Explain how to cancel during a trial period

If your trial offering is set up to auto-charge the prospect after some trigger point (sessions used, days elapsed, records accessed, etc.) be equally clear on how much longer the free trial is in effect. If the user is logged in to an account during the trial, have that messaging prominent on each page, “You Have XX left of your Free Trial.” And a path to continue, cancel, or other engagement option like, “Speak to Our Customer Success Team.”

5. Provide an alternate payment option

In B2B settings it may be uncommon or not feasible for a qualified prospect to use a company-issued credit card. That prospect may also be hesitant or unwilling to use a personal one. This is an opportunity! Include a link or button that reads, “No Credit Card? Alternate Ways to Start Your Trial.” 

Follow-up on that CTA with a phone number, form submit, or specifics on other payment options like a company purchase order. (We’ve seen “free Trial” offers over $1,000 requiring a credit card, so a P.O. may be viable or even necessary.) If no other payment option exists, fine. Still use this CTA as a way to continue the dialog and further qualify that prospect. What if this prospect represents a sizable piece of new business? Wouldn’t your sales rep want to know about that and perhaps grant the free trial access anyway? Don’t allow your website to make that decision. Make it a dialogue.

6. Provide alternate exit paths 

Never allow that credit card requirement to end the customer journey. Provide one or more alternate next steps to keep the prospect engaged: “Not ready for a no-risk trial yet? Download this _______ to learn more about how [your brand] can solve your problem.”, “Talk to a specialist.”, “Sign up for the free webinar (Really, no credit card required, we promise.).”

Provide easy detours and ways around the roadblock to allow your prospect to continue their decision journey at their level of comfort. Include in those alternate CTAs an email capture mechanism so you can nurture your prospect to consider the free trial in the future.

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The 6 Best eCommerce Website Builders in 2021

The 6 Best eCommerce Website Builders in 2021

Long gone are the days when you had to pay thousands of dollars for a web developer to get an eCommerce site up and running.

There are now dozens of eCommerce website builders with beautiful templates, easy-to-use editors, and helpful marketing tools.

The website builder ecosystem has come along in leaps and bounds over recent years, with new players popping up and big brands doubling down on a space that is growing in popularity.

You can develop a professional-looking and well-optimized website with very minimal design experience.

The trouble is, there are so many website builders available, it’s hard to know which one is the best for you. In this article, I’ll list the 6 best eCommerce website builders on the market and give you an insight into which one is most suitable for your situation.

Let’s jump in!

#1. BigCommerce (Recommended)

BigCommerce

BigCommerce is a one-stop shop for online store owners and our number one pick as an eCommerce website builder. On top of its easy-to-use and highly functional site builder, BigCommerce acts as a web host and marketing engine, too.

One of BigCommerce’s top-selling points is its flexibility. What you’ll find as we make our way through this list is that most site builders have limitations in terms of site design – meaning you could end up with a very similar-looking site to your competitors. BigCommerce enables you to differentiate your site with a more open and flexible solution.

Here are a few more of its key features:

  • Drag and drop visual editor – Easily create site pages without technical experience.
  • Customizable URLs – Don’t get stuck with a store builder generic URL for your website.
  • No transaction fees – Pay a subscription rather than a fee every time you make a sale. This is particularly important as you scale up.
  • Product variations – Add over 600 products to your store.
  • Sell to businesses – Use its B2B functions to ramp up your wholesale business.
  • Multi-currency – Sell to a global audience with over 100 supported currencies.
  • Increase conversions – Access 70+ native coupon promotions, send customizable abandoned cart emails, and have blazing fast site speeds using Google Cloud Platform infrastructure.
  • Integrate with other platforms – BigCommerce integrates with WordPress, Amazon Multi Channel Fulfillment, and more.

All in all, BigCommerce provides a feature-rich eCommerce site builder that will scale with your business. It’s the best solution for a high volume of products.

If, however, you’re building a blog or have a lot of non-product pages, then you may want to check out the other builders on this list.

Try BigCommerce Here.

#2. Squarespace

Squarespace

If design is your thing, then Squarespace won’t disappoint. It’s extremely easy to use and its template library is stunning. While BigCommerce focuses on the nuts and bolts of running an eCommerce site, Squarespace is all about branding and how it looks.

While Squarespace can be used to build eCommerce websites, it’s most popular with designers and creatives looking to launch portfolio websites.

Here are some of Squarespace’s features for eCommerce:

  • Templates specific for eCommerce – Created by world-class designers.
  • Built-in store functionality – Add products, services, subscriptions, or digital content and collect payments on your website.
  • Smartphone app – To manage your store on-the-run, track inventory, and connect with customers.
  • Marketing tools – Built in email marketing and SEO tools to expand the reach of your store.

You can get started with Squarespace on a 14-day trial to see if it’s right for you.

Try Squarespace Here.

#3. Zyro

Zyro

Getting an eCommerce store up and running is super-easy with Zyro. In fact, I’d almost say it’s the easiest process of any builders on this list.

While Zyro doesn’t have all the bells and whistles of BigCommerce, it’s perfectly adequate for launching an online store and is very affordable. Just be aware that you’ll run into some limitations with functionality and may need to upgrade if your store grows.

Some of Zyro’s notable eCommerce features include:

  • Multi-platform selling – Set up your store on Facebook, Instagram, and Amazon.
  • Ready-to-go templates – The Zyro online store templates are pre-built and easy to use, but don’t have a ton of flexibility.
  • Money-back guarantee – Try out Zyro for 30 days and if you’re not happy, get your money back.
  • Smart automation – For shipping and delivery updates.

If you’re launching a basic online store with only a single or small group of products, then Zyro could be the builder for you. While it’s simple, it looks nice and functions smoothly.

Try Zyro Here.

#4. Duda

Duda

For the most part, Duda gets the job done. It has a clear interface, mobile optimization, and even comes with an option for a free site. Much like Zyro, you can launch a store with Duda in a fairly pain-free manner.

Where Duda falls behind is with its limited eCommerce templates (only three) and integrations.

In saying that, here are a few of Duda’s best eCommerce features:

  • Flexible finance options – You can use 40+ payment gateways and Duda takes 0% commission on all sales.
  • Omni-channel – Automatically sync your products with multiple platforms including eBay, Facebook, and Amazon.
  • Convenient shipping costs – Get real-time shipping quotes from leading carriers such as UPS and FedEx.

Try Duda Here.

#5. Shopify

Shopify

Out of the box, Shopify offers a powerful website builder with a strong reputation and long list of features. It has a library of professionally designed eCommerce templates, a 14-day free trial, and functionality to build out an entire website – with product pages, a blog, and more.

A key area where Shopify falls behind our top recommendation, BigCommerce, is with the user experience of the site builder. Even though it has tons of customization options and apps – the site editor is a little clunky in my opinion.

Some interesting eCommerce features with Shopify include:

  • Custom domains – You can host your site elsewhere but still use a unique domain name.
  • Marketing tools – Optimize your site for SEO, run ad campaigns, and analyze reports all from the Shopify dashboard.
  • Sell offline – There is a Shopify point-of-sale app you can use to manage sales at a physical store or marketplace.
  • Mobile app – The Shopify mobile app lets you manage inventory, track orders, and stay on top of your business.

Shopify is a widely used eCommerce website builder that won’t let you down.

Try Shopify Here.

#6. Wix

Wix

If you’re looking for a free website builder with tons of features, Wix might be a good place to start. It has paid plans, of course, but its free starter pack is one of the best options available.

The Wix editor is beautifully designed, it has over 500 eCommerce site templates categorized by industry, and an extensive app market that requires no coding skills to increase the functionality of your site.

Here are some of Wix’s best eCommerce features:

  • Simple set up – You can be up and running with a Wix-built store in seven easy steps.
  • Source dropshipping suppliers – Expand your range of products by searching the Modalyst marketplace which easily integrates with Wix.
  • Critical business insights – Wix has an integrated analytics dashboard that helps you track and analyze your sales.
  • Automated promotion – Access a new audience with automated Facebook and Instagram advertising or increase conversions with built-in email campaigns.

Without a doubt, you can build the eCommerce site of your dreams using Wix, but it’s not the simplest site builder on this list and lacks in some other areas. Yes, the drag-and-drop editor is intuitive but when it comes to advanced eCommerce features, Wix simply can’t compete with BigCommerce.

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What is Experiential Marketing? 5 Creative Examples to Boot

experiential marketing

Experiential marketing has become all the rage in an age where brand differentiation is harder than ever.

To make your brand stand out, customers can’t just see or read about it — they need to experience it.

Quick Takeaways

  • Experiential encapsulates any interactive experience between brands and their consumers.
  • Brand experiences are one of the best drivers of word-of-mouth marketing.
  • The best experiential marketing taps into customer emotions.

What is Experiential Marketing (and what is it not)?

Experiential marketing brings brands to life by creating interactive, memorable experiences between brands and consumers. It comes in many forms — events, contests, viral content, product launches and demos, online challenges, and more.

It’s also one of the most effective forms of marketing. A whopping 98% of consumers are more inclined to make a purchase after having a positive experience with a brand. To boot, experiential marketing improves brand perception and boosts sales.

experiential marketing stats

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One common misconception about experiential marketing is that it’s simply another word for event marketing. It’s important to note that while experiential marketing includes events, it also encapsulates so much more.

In fact, we’ve learned more than ever over the past year that experiences don’t even need to happen in person — digital engagement can be just as effective (and often has a much wider reach) than an experience tied to a specific location.

The biggest benefit for brands implementing experiential marketing is its impact on word-of-mouth brand advocacy. Consider this:

  • 92% of consumers trust brands recommended by their peers
  • People who enjoy a brand experience tell, on average, 17 people

If 92% of those people trust that recommendation, you’re earning 15 potential customers from every person who has a positive experience with your brand!

When you’re planning experiential marketing campaigns, remember that it ultimately needs to be about your brand. There’s no sense in planning a really cool event or a fun challenge if it doesn’t lead customers back to your brand and make them feel like they know it better.

5 Creative Experiential Marketing Examples

Milka #TheLastSquare

Milka is an international chocolate brand whose tagline is “dare to be tender.” In 2013, they set out to make customers experience this sentiment using their product as the vehicle.

Milka altered their manufacturing process to produce 5 million chocolate bars with exactly 1 square missing. In place of the square, customers found directions to a website where they could choose to have the square returned to them or send it to a loved one with a personal note.

In other words, Milka invited consumers to dare to be tender by sharing their last piece of chocolate.

The results? More than 800K web visits, 500K last squares sent to loved ones, 95K social media shares, and 1.3 million euros in earned media. Not too shabby.

Lean Cuisine #WeighThis

Lean Cuisine shifted away from their focus on diet marketing and instead posed a question to consumers: How do you want to be weighed?

In 2015, they created a powerful campaign around this question, asking women about their accomplishments and showing how those accomplishments (children, relationships, degrees, travel, personal triumphs, and more) weigh in on the scale.

A year later, they created a pop-up experience in Grand Central Station, asking people passing through to write down how they want to be weighed and adding it to the brand display.

This experiential marketing effort created an important shift in brand perception, from Lean Cuisine as a diet food to a brand that cares about their customers true worth, regardless of a number on the scale. It’s obvious from the videos that it resonated with customers.

WestJet Christmas Miracle

WestJet Airline capitalized on the busy holiday travel season by putting a boarding pass scanner at an airport departure gate. When travelers scanned their passes, Santa appeared to ask them what they wanted for Christmas.

Children and adults alike made their Christmas wishes, asking Santa for everything from big-screen TVs to cameras to Thomas the Train sets to socks and underwear (ah, an old classic). Little did they know that a WestJet team was working to have those gifts ready for them upon arrival.

Customers were surprised and even overwhelmed by the gesture. WestJet took what is typically a stressful experience (holiday traveling) and infused a feeling of Christmas joy.

As for the ROI? They created long-time loyal customers who felt valued by WestJet.

White Castle Valentine’s Day

The pandemic forced brands to get creative with experiential marketing in a time when in-person events were mostly off the table. WhiteCastle didn’t want their customers to miss out on their annual Valentine’s Day reservations and created a drive-in restaurant at 300 locations where couples could park, receive restaurant-to-car service, and eat their dinner.

The experience came complete with a “Slider Lover’s Luv Channel” playlist and personal shoutouts and stories from customers. It might have looked different, but White Castle got creative and kept their 30-year Valentine’s Day tradition alive.

White Castle Valentine’s Day Invitation

Image Source

Doc McStuffins Clinics

When Build-a-Bear launched their product line in partnership with Disney’s Doc McStuffins, they made it experiential by launching pop-up “bear clinics” in retail stores where children could bring their bears to be sewn and stitched up or just undergo a regular check-up (for healthy bears, obviously).

Children were given the role of Doc McStuffins and took part in diagnosing and treating the bears. More than 8000 children visited the clinic locations in the UK and 75% of parents rated the experience as “excellent.”

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5 Ways Providers Can Improve Patient Experience

5 Ways Providers Can Improve Patient Experience

The pandemic led to a loss of $22.3 billion in elective revenue while healthcare systems had to focus on providing critical COVID care. There are now opportunities for providers to refocus on patient elective procedures and other profit-generating business operations. LaneTerralever partnered with the Convince and Convert team to produce the Post-Pandemic Healthcare Patient Insights Report 2021 to better understand the patient journey and areas with room for improvement.

66% of patients had to delay elective procedures during the pandemic, and 39% of them don’t plan to reschedule.
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Using feedback from 617 recent and prospective patients nationwide, five valuable patient insights were discovered. Here’s how you and other healthcare systems can aim to recover and grow their elective treatment business.

Dedicate Time for Reputation Management

Patients don’t evaluate many providers during their research process, so once they find you it’s game on! You have a small window to convert a patient, so make sure your online presence reflects you well.

lective Healthcare Report Press Release Provider Charts

Make sure digital feedback and online reviews are addressed in a timely manner. Set aside time to manage your organization’s reputation every week. Also, prepare providers with possible patient concerns using intel to overcome known obstacles and establish trust from the get-go at consultations.

 

Nearly 50% of patients only evaluated one provider and upwards of 78% of patients evaluated no more than two providers.
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Prioritize Patient Education

Many of today’s buying experiences begin online. Patients will enter those crucial keywords and seek out answers to their medical and health questions. The goal is they will find your office and be presented with answers and more. Your website should serve as a trusted resource and ultimately present you as the prime choice.

Think about what stands in the way of that choice being made.The patient may not understand the process and whether you can help them with their specific needs. Ease the minds of patients and head off misunderstandings with patient education. Tell them what you do and don’t do. Get creative and serve all the learning styles with visual infographics, interactive quizzes, and short videos.

In addition to your online resource hub, make sure staff is educated and that information is clearly understood and shared with patients. This will create consistency and enhance patient experience.

59% of patients are looking for information about the procedure on a provider’s website and yet 44% of patients felt their provider’s website either didn’t or only somewhat answered questions.
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The Patient Journey Does Not End At The Procedure

There’s a lot of build up pre-op, but post-op is just as critical to your patient experience. Afterall, your patient has placed their lives in your hands and the outcome impacts whether they will feel positive about the experience and share good reviews online and by word-of-mouth.

“It felt like they sold me on the procedure, and once it was done, they were finished with me.” — John C., 61 years old, Cosmetic

What are your patients expecting? Show them you care and do not forget to follow-up. 56% of surveyed patients shared their providers did not follow-up after their procedures. That’s more than half of providers not proactively making the effort to tend to patient relationships and that’s a huge area where you can recover and build up your reputation. A simple step is allowing for one-on-one touches using phone calls and personalized emails.

 Patient Journey - Elective Healthcare Report Press Release Patient Journey

56% of providers are not proactively following up with patients post-op
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Build Trust with a People-First Mentality

Healthcare procedures are a cause of uncertainty for patients. Afterall, they are ultimately their own strongest advocate and they need to make sure they are making the best decision for their health and their wallet. Before the patient steps in your door, they need to have confidence. What sets you apart and makes you a trusted provider for the patient? Be transparent with them by making information accessible online and allowing room for questions at consultations. This relationship is what you make of it. Share your knowledge and maybe up the rapport with a gift, but most of all don’t hold back on the kindness!

Don’t Ditch Traditional Communications

Digital transformation is the buzzword. We are changing the way we work and how we interact with others, but one thing remains the same for elective healthcare patients: they want good old-fashioned communication. Take your operations to the next level with brand management solutions like Podium, but don’t ditch traditional communications. Patients still want to retain personal touches and prefer phone or in-person interactions.

To stay ahead of the competition in terms of technological advancement but provide the best patient experience, take value in conducting a survey. Gain feedback from patient experience and have that lead the way as you try to get patients back in the office.

You Win When Processes Meet Hospitality

As with all things in life, there is a balance to the patient experience that you need to own. Work smarter with technology that connects your patients to information they need but don’t forget to be with them every step of the way. Don’t rely on automated calls and emails to build the trust your patient deserves.

There are great opportunities for improvement identified in the report, so take a look and see how to improve patient experiences and meet their current expectations and needs.

via 5 Ways Providers Can Improve Patient Experience

 

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