Take Back Control Of

Your Online Reviews

www.reviewconcierge.com

Contact:

Alan Brothers

Phone: (866) 932-5888

Corporate Address

9707 Waples Street, Suite 200

San Diego, CA 92121

REVIEW CONCIERGE Online Review Help For Doctors

“It takes 20 years to build a

reputation and five minutes to

ruin it. If you think about that,

you’ll do things differently.”

Warren Buffett

12/12/2013 2

This was never more true than today in the age of Twitter, Facebook, and Online Reviews.

Reviews Growing Exponentially Online reviews have evolved from a novelty for rating restaurants and hotels to a staple of consumer information. In

the process, consumer reviews, fairly or unfairly, have displaced traditional marketing and years of business

development as the litmus test of a business’s reputation. Websites and mobile apps enable instant unfiltered reviews

to be posted immediately after a consumer experience. Businesses are just now catching up to the power of reviews

and seeking ways to actively manage their online reviews.

Over 1MM new reviews a day

S2: Online Review Growth

12/12/2013 3

12/12/2013 4

(Source: Search Engine People, “12 Statistics On Consumer Reviews”)

Reviews Sites Growing Exponentially Responding to the consumer interest, the number of sites offering consumer review features is growing as well. These

sites know that reviews generate traffic on their site, which equals advertising revenue for them. Therefore, these sites

do everything they can to “win” search engine rankings to get more clicks.

Traffic to the top 10 review

sites grew on average

158% last year

Over 60+ sites now with

reviews related to

healthcare providers

S2: Online Review Growth

Yelp on 10.4MM mobile devices

Every second a consumer

generates directions or a call

from Yelp’s mobile app

45% of all searches on Yelp

come from MOBILE devices

12/12/2013 5

(Source: “An Introduction to Yelp,” December 2012 on yelp.com)

S2: Mobile Reviews

Reviews are MOBILE Customers are accessing reviews while on the go through their mobile phones and tablets. Decisions about buying and confidence in a provider can be shaped minutes prior to a visit. Consumers can now access “opinions” without having to call a trusted friend at the last minute. Online reviews and website profile information is critical to a business and healthcare provider because with mobile access customers perceptions are being shaped on the way to appointments and customers are relying on address and phone information for last minute directions and calls.

80% of consumers have changed

their mind about a product or

service based on a negative

review

42% of consumers look up

reviews for health providers,

treatments, and products

12/12/2013 6

(Source: 540Seo.com, “Are Online Reviews Killing Your Business”)

S2: Reviews Influence

Influence on Purchase Decisions Online reviews influence was traditionally regarded as the domain of the avid internet researcher of products before a

purchase. Reviews were considered a secondary influencer of consumer decisions, subordinate to a business’s overall

reputation (customer loyalty), marketing campaigns, and word of mouth referrals. But that has changed dramatically.

70% of people surveyed say they

trust online customer reviews –

up 15% in the past 4 years

Only 47 percent believe

traditional broadcast and print

ads

12/12/2013 7

[Sources: Moving Targets, “Why Should You Care About Online Reviews?” January 9, 2013 Business Insider, “These Statistics Should Scare Every Business Owners Into Paying Attention To Yelp,” April 15, 2012 ]

S2: Reviews Influence

The New WORD OF MOUTH Online reviews are now considered by the majority of people as reliable as opinions from friends. Reviews are able to

provide consumers with a lot of reviews in one place, giving consumers a view of the business from many people over a

longer period of time. The influence of reviews now far outweighs traditional marketing.

One bad Yelp review can decrease sales by 13%

Harvard study concludes negative reviews can decrease revenue by 10%

12/12/2013 8

[Sources: Search Engine Marketing, “Are Negative Reviews Killing Your Medical Practice?”; Moving Targets, “Why Should You Care About Online Reviews?” January 9, 2013 ]

S2: Reviews Influence

Influence on Business Bottom Line Consumer sentiment and decisions influenced by online reviews has a direct impact on a business’s bottom line. Early

studies trying to quantify this impact have shown dramatic impacts. One of the most direct impacts can be on wasted

marketing dollars. The most immediate consumer response to traditional marketing is now to check reviews. A recent

negative review can completely undermine all the time and money spent on a traditional marketing effort. The good

news is that these impacts are not just negative for bad review, but also positive in the case of good reviews. In this

sense, those businesses that master online review management gain a competitive advantage over more passive local

competitors.

Doctors are in TOP 5 of businesses

searched for online.

12/12/2013 9

Doctors are the FASTEST GROWING

segment of online review visits.

[Source: Search Engine Land, “Local Consumer Review Survey 2012 – Part 2” May 2012]

S2: Reviews Influence

Healthcare Impact Online reviews are most often perceived as primarily for restaurants, hotels, retails shops. But DOCTORS are at the

top of the list for consumers searching online reviews. Clearly, consumers are motivated to research such a critical

service provider for themselves and family members. Doctors and Dentists (and healthcare facilities) are the fastest

growing segment of online reviews.

12/12/2013 10

Survey: “For which businesses does reputation matter most?”

[Source: Search Engine Land, “Local Consumer Review Survey 2012 – Part 2” May 2012]

S2: Reviews Impact

Healthcare Impact Consumers rank reputation as most important for doctors and dentists, which would explain why consumer interest in

their online reviews has grown significantly over the last few years.

• MONITORING

• RESOLVING - Removing / Responding

• GENERATING New Reviews

12/12/2013 11

S3: Solutions – 3 Keys

The 3 Keys to Online Review Management

• PUTS THE BUSINESS BACK IN

CONTROL of their reputation and

online reviews.

• Easy and Quick – no software to learn

or passwords to memorize – simple to

click-thru from the e-mail report.

• The weekly report card shows how the

doctor or facility is being rated on

each website.

• Address and phone accuracy monitor

• Covers 60+ websites everyday

12/12/2013 12

S3: MONITORING

The REVIEW REPORT CARD This summary report card is sent to clients weekly showing them their online review grade for each website where they

appear. It shows the website rating and number of reviews they have on that site, and it shows if the website

information is accurate for their address and phone number. Right from this email report card, the client can click

directly to their information on each site – no searching required.

• Review notifications are an early

warning system. ER’s programs scan

the internet everyday and notify the

business when new reviews appear.

• The alert e-mail has a easy link right to

that website review.

• A business can take immediate action

to diffuse a bad review before it

causes significant damage, and thank

customers for a good review.

12/12/2013 13

New Review Alert The key to limiting any damage from a bad review is responding quickly. Consumer surveys have shown that when a

business responds correctly to a bad review it mitigates the damage significantly. Consumers are given confidence

that the business actually cares about customer complaints and works to resolve them and provide good service.

S3: MONITORING

12/12/2013 14

Responding and Disputing Reviews RC provides specific templates for each website to help clients dispute and remove false or fraudulent reviews. False

reviews are quite common from former employees and other sources. Sites vary in their willingness to remove

reviews. If a review can’t be removed, then we also provide guidance on appropriate and successful ways to respond.

S3: MANAGING

• Our Review Concierge assists clients

with phone support to:

– Enroll in the program

– Respond to a review

– Dispute a review

– Correct an address

– Suggest review management strategies

– Implement the Dr. Stars Easy Link to

generate reviews

• We use a simple points system to work

with our review concierge.

12/12/2013 15

Review Concierge Our phone support helps customers with online review or profile issues. Most clients need initial support to make their

online review issues manageable within the stress of their practice, and then their support requests diminish quickly.

We quickly turn their headache into peace of mind. The Review Concierge is pro-active as well – monitoring

customers new reviews and alerting them to issue before they even call.

S3: MANAGING

• The Easy Review Link eliminates

complicated directions and long

web addresses for clients to find

specific profile pages.

• Every link powered by RC’s

proprietary algorithm directing

reviewers to the sites where reviews

are needed most.

• The link can be put in follow-up

emails / letters, appointment cards,

their website, and even on custom

Mini-Cards

12/12/2013 16

Leave a Review: Feedback.ReviewReportCard.com/Good

S3: GENERATING

Easy Review Link = “DR STARS” One of RC’s most powerful solutions is a “short link” (e.g. www.drstars.com/good) that enables doctors to provide one

simple link for patients to use to provide reviews across all websites. Every link is customized for that doctor and is

powered by RC’s proprietary algorithm that directs reviewers to the sites where reviews are needed most. The

algorithm automatically rotates patients to various sites so reviews are distributed first to priority sites and then to all

other sites. This takes the biggest headache out of generating reviews and makes it one simple click.

Review Concierge is a team of communications and data professionals with years of experience in the online industry. The founding partners recognized that the proliferation of online review websites has made it very difficult for people to monitor, manage, and be alerted to the information that may appear about them at any time online. We launched Review Concierge in 2012 with the purpose of helping health and wellness professionals monitor their online reviews and ratings -- their online reputations.

Review Concierge has developed a set of easy to use tools to enable online reviews to be efficiently monitored and managed. Our goal is to make it easy for our clients to regain control of these complex review sites and their reputation.

Customer service is one of our highest values. We are eager to share our knowledge and answer your questions. Please call us anytime at (866) 932-5888.

The Review Concierge Team

Contact: Alan Brothers

Phone: (866) 932-5888

Email: alan@reviewconcierge.com

Website: www.reviewconcierge.com

3/11/2014

Company Overview

www.reviewconcierge.com