When we started working with the Southern California dermatology clinic they had a strong search engine presence, but their online reviews didn’t reflect well on their brand. Enter the review-generating, reputation management software Magic Rating.
Background:
Back in August of 2017, the practice had only 12 Google Reviews and a measly 2.9 star rating, and worst of all, no real plan for improving their online reputation…
Our goal was to boost both the quantity and quality of the reviews on Google to get the rating to at least 4 stars.
Our Approach:
With review generation, there’s no magic wand to wave and suddenly get rid of poor feedback. Your practice may have even had bad experiences with specific review platforms, but that doesn’t mean you should bury your head in the sand or give up. If you run a successful practice and are constantly working on improving your service and processes then you just need a little help to build up your positive reviews.
Whether you run a dermatology, med spa, or plastic surgery practice, Magic Rating helps by automating the patient follow-up to generate feedback in a timely manner. You can use “email mode” and load up your list of recent patients or use “kiosk mode” and capture feedback within your office. The software defaults to generating internal feedback first, and if the feedback is an 8 out of 10 or higher then the software will direct patients to your review sites. If feedback is poor then patients can vent but won’t be driven to any review site.
The internal feedback is kept private unless you decide to publicize it by embedding it on your website. Best of all, you can control which feedbacks are shown in the widget by setting the minimum threshold at 4.5 or 5 stars. Check out the example below…
If you’re feeling confident and you’d like to skip the internal feedback and direct patients to your review sites then you have that option too. You can also include these 3rd party reviews in the widget you embed on your website…
Our Results:
By spring of 2018, TRBO had worked with the practice, by using Magic Rating, to improve the star rating to 4.1, with 30 Google reviews…
Jumping from 2.9 to 4.1 stars might not seem like much, but it’s a huge psychological increase. We achieved our objective in getting to 4 stars, so now what? That achievement is sort of like obtaining #1 organic rankings for a certain term, it’s great for the reputation (and ego), but does it actually help drive more traffic and patients in the door?
Tracking Google My Business Traffic and Leads
In order to evaluate Google My Business traffic separately from “regular” organic traffic, you need to:
- Set up “google my business” as a source in Analytics
- Create a UTM (Urchin Tracking Module), which is just an elongated url, for your website link in your Google My Business profile. For example, use this link: https://www.yourwebsite.com/?utm_source=googlemybusiness&utm_medium=Organic&utm_campaign=Google%20My%20Business… instead of this link: https://www.yourwebsite.com.
I’ve outlined the detailed steps on how to set this up here. Unfortunately, for this client, we did not have the specific Google My Business Analytics tracking segmented. Currently, Google My Business does show stats, but they only go back one quarter.
However, for this particular client, we can still see that their organic traffic improved dramatically from when they had their 2.9 star rating and when they achieved their 4.1 star rating. In fact, organic traffic rose 115% during six-month stretch! Organic web leads also rose 90% during this period!
Other Successes
The example practice isn’t alone; other TRBO clients, including dermatology, med spa, and plastic surgery centers have been seeing great results with Magic Rating. You can check out this blog to see how all of our clients have been doing.
If you’d like to learn more about improving your practice reputation or increasing your star ratings then give us a ring at 877-673-7096 x2. You can also shoot us a note by filling out the form here.
