Franchises today are working on improving their SEO strategy to be found in local searches. Let’s say you own a franchise with 50 locations. You provide high-quality burgers at each location. You also make sure amazing service is provided at each location. But you’re having some trouble competing with the local restaurants within each franchise…

Corporate reputation management is a combination of strategies that are used to shape consumer perception of your brand. Today, consumers rely on current customers to tell them whether or not a business is worth their time and money. Consumers look at feedback from online reviews and social media to use in their decision making…

Google is the link between your healthcare organization and the consumer. Consumers type in something like this in Google’s search box when searching for a new provider: “primary care doctor in Boston.” They’ll then scroll down the page to see the doctors that show up under Google’s map. Consumers use the reviews and ratings of…

In one review about the interview process at Apple, an interviewee writes that they were asked about finite element analysis and strength materials, but didn’t get asked any personality questions. From the candidate’s perspective, this was a problem. There were no questions that would give Apple an idea about the candidate’s behavior or personality. Talk…

Imagine a patient in a doctor’s office who waits for 45 minutes to see a physician. The patient’s name finally gets called by the nurse. The patient walks into one of the rooms. The nurse asks the patient what is wrong. He tells her he feels sick. The nurse then walks out of the room and…

Shep Hyken, customer service expert, author, and speaker, talked with us about the importance of online reviews and what it means to create a consistent customer experience. Why are Online Reviews an Important Part of Customer Feedback Management? Shep Hyken: There are typically two types of customers that leave online reviews: customers who love you,…

What is Review Generation? Review generation is the process of getting more customer reviews on your business locations’ online review pages, on sites like Google, Facebook, Yelp, and TripAdvisor, among others. This can be done by: Sending emails to customers asking them to rate and review your business. Including feedback forms or customer feedback surveys on…

Patient engagement is a term that’s kind of difficult to define. The meaning of “patient engagement” has expanded across the healthcare industry, and it’s necessary for providers to understand what it really means if they are to be successful at a time when consumerism is at the forefront of healthcare. According to the US…