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, [email protected] @GlennBookingBug
COPA stand CH42
