When you provide services to your customers, all that matters is quality. How you are delivering your service is going to change the whole point. It is not easy to convince your audience the quality of your service is outstanding. Patient testimonials or reviews are the one-way ticket to gain the trust of your audience. It gives them valuable insights into the patient experience that you deliver.
The simple logic behind patient testimonials is people trust other people other than the service provider. Patient testimonials are humane stories with originality. People crave such stories, genuine personal accounts and they wholeheartedly trust them. Other than resonating with people it can also help you to identify the potential areas to improve and educate you on your potential customer’s likes and choices.
The data you get from all the customer reviews, rating ad testimonials can help you to strategically design your business operations, messaging and marketing strategy. With a savvy online review strategy, you can use these data to drive more traffic, improve your ROI and maintain your organization’s overall image.
With all that being said, how do we acquire these testimonials? Not to mention that the testimonials need to be organic to reap all the benefits.
Request your customers to review your service
Be direct and approach your customers; it’s the easiest way to get ratings and reviews. Make sure to be strategic in requesting online reviews. Work with your service team to request reviews after pre-determined interactions with customers. You can ask them to provide an online review at the end of a call, or personally request customers to provide reviews both online and offline.
There are also third-party review sites that consumers can use. You can add your business in platforms like ‘Yelp’. A Facebook page is also another platform to get reviews and people’s ratings. Nowadays Facebook pages are widely used to send messages and give recommendations to the brands directly. Also, Google has a free business listing named Google My Business. Your customers can search your details, contact you, access your website and also leave reviews there.
Reply to online reviews
People are keen enough to read not only the reviews but also the replies. Surveys show that people are more interested to read the business’ responses to online reviews. These responses can convince people and the search engines that you are an operating entity.
Any website can get negative reviews irrespective of the performance. So be ready to face negative and positive reviews and comments. You can chalk out a strategically approach to respond to all these reviews. Basics include friendly tone, addressing the person by his name and being very understanding. Your customer service team can help you to make a list of frequently asked questions, reviews and complaints with which it will be easy to respond regularly. By responding to these reviews you are getting an incredible opportunity to connect with consumers and make your brand more personal.
Publish positive reviews on social media pages
Online reviews work great as UGC (User Generated Content) that you can publish on your social media page. You can ask the client’s permission to post their photos or tag along with them with the review. With these reviews getting more publicity, more customers are drawn to the habit of reviewing. These reviews or testimonials act as proof for your brand image and authenticity. You may also add your replies or actions you took based on reviews. This improves the client’s confidence in you.
Undoubtedly, these reviews are rich in benefits. They can influence consumer decisions, increase your visibility, and SEO and overall reputation. By taking a proactive, positive approach, you can reap out all the benefits that can have a positive impact on your healthcare organization’s ROI.