Glenn Shoosmith, CEO, @GlennBookingBug

Using the Web to Manage and Market Your Practice

The End of the Pen & Paper Practice…

…The Rise of the Digital Consumer

&  

The Evolving Practice

The way your patients want to engage with service providers is changing… •  88% of consumers research services before making a

decision •  4/5 of internet users research choices online before

making a purchase decision •  50% of your patients use social media

The Connected Consumer

Web  Designers?  Web  Developers?  

Social  Media?  Local  Directories?  

Service  Directories?  

Blog?  

Online  Bookings?  

Recommenda<ons?  

Offers?  

Daily  Deals?  Facebook?  

TwiBer?  

FourSquare?  

Website  Building  toolkit?  

CRM?  Email?  

Marke<ng?  SEO?  

Adver<sing?   Word  of  Mouth?  

Navigating the Digital Landscape

•  Gain new patients ✔ •  Retain existing ones ✔ •  Manage your business ✔ •  Reduce admin✔

The Holy Grail of getting digital…

•  Expensive ✗ •  Confusing ✗ •  Time consuming ✗ •  Or worse… ✗

But in reality it can be…

The Expectation Void

• Simple ✔ • Low Cost ✔ • Big Impact ✔

• Non Time Intensive ✔

What complementary healthcare professionals really need are…

…digital tools in their armoury.

Choosing the Right Tools

It all comes down to meeting your patients’ preferred ways

of engaging*…

(*And it doesn’t have to cost the earth.)

The Secret?

Need Established

Consideration

Decision

Satisfaction

Loyalty

Advocacy

Attract

Engage

Convert

Build Rapport

Nurture

Reward

Your  Pa<

ents   Your  Prac<ce  

1  

2  

3  

4  

5  

6  

Online-to-Offline Engagement Journey

Need Established Attract

1

Ensure your practice gets noticed: o Listings & Directories o Google Places o Social Media o Easy to find Website

Need Established Attract

1

Ensure your practice gets noticed: o Listings & Directories o Google Places o Social Media o Easy to find Website

Consideration Engage 2

Put your website to work: o Content o Ease of Use o Reachability o Flexibility o Payment Options

Consideration Engage 2

Put your website to work: o Content o Ease of Use o Reachability o Flexibility o Payment Options

Decision Convert 3

Make key information available online: o Services o Staff o Experience / Specialities o Availability o Pricing o Payments

Satisfaction Rapport 4

Build meaningful relationships: o Personalised Communications o Appointment Confirmations o Appointment Reminders o Regular contact & updates

Loyalty Nurture 5

Think beyond the appointment: o Personalised Engagement o Appointment Follow-Up o Social Media o Add value where you can!

Advocacy Reward 5

Let your satisfied patients promote your practice: o Encourage Recommendations o Offer Rewards o Discounts o Special Promotions

Need Established

Consideration

Decision

Satisfaction

Loyalty

Advocacy

Attract

Engage

Convert

Build Rapport

Nurture

Reward

Your  Pa<

ents   Your  Prac<ce  

1  

2  

3  

4  

5  

6  

Online-to-Offline Engagement Journey

•  Operate more efficiently ✔ •  Reduce admin ✔ •  Free-up your time to focus on what

you do best ✔ o  Appointment booking & scheduling o  Online/mobile payments o  Emails / SMS o  Notifications & reminders o  Accounting o  Marketing o  Offers & deals o  Everything is connected!

The Beauty of Automation

Patient views services & availability, submits enquiry  

Happy patient  Lovely recommendations!  

Appointment  

A Digital Customer Journey

Pays balance on mobile  

Business accounts reconciled  

Patient researches online  

Patient with a need L  

Practitioner receives enquiry  

Practitioner confirms appointment

Patient pays deposit online  

Patient receives appointment reminder

•  It’s all about relationships •  Use digital tools that fit your patients,

not just you •  Embrace the basics, the rest will follow •  Don’t spend a fortune!

In Summary…

GOOD LUCK! (Any Questions?)

Glenn Shoosmith, CEO, glenn@bookingbug.com @GlennBookingBug

COPA stand CH42