Marie Olesen

• CEO, La Jolla Cosmetic Surgery Centre• Founder, RealPatientRatings®• Advisory Board, Center for Services

Leadership, William P. Carey, School of Business, Arizona State University

• Co-author, Cosmetic Surgery For Dummies, Business of Plastic Surgery

• Creator, INFORM&ENHANCE®

STEAL FROM THE BEST…

How to use reviews to grow your MedSpa revenue

Marie B. V. Olesen, Founder RealPatientRatings

What is RealPatientRatings®• 100% verified (statistically valid) reviews that make

patients feel safe offering anonymous feedback • Generate a depth and breadth of quality reviews that

help consumers differentiate your practice• Provide unique, fresh content and data that increases

web leads and revenue• Help your website rank higher in Google

Consumers have many choices…. Smart practices adjust the way

they sell to the way that consumers want to buy

From 2011-2014, consumer use of reviews grew from 12% to 88%!

– 70% of Americans say they look at reviews before taking the next step to conversion. Zero Moment of Truth, Google, January 2013

– 70% take action after reading consumer opinions posted online Nielsen, Global Trust in Advertising and Brand Messages, Sept. 2013

Does your website attract consumers?

Reviews are the new advertising

9 WAYS TO MARKET WITH REVIEWS

Actual patient thank you notes as the Facebook cover photo design

Patient review reposted as Facebook status update with hashtag#testimonialtuesday

v

+35% increase in click through

Wouldn’t this be more compelling if it said “read our 1000’s of reviews”?

Watch Rubbermaid – they’re always innovating with the use of reviews of their products.

On your website

FRESH social proof: three reviews from just this week!

Correspond using reviews

• Amplify impact– Link in auto responder – Email signatures– Send links out via email

pre-consult– Include in text messages

to confirm appointments

Pre Consult MaterialsThose who:• did not receive any forms or

materials, • received registration forms only, • or a link to the website were 27% less likely to schedule than those who:

• received printed brochures plus reviews

http://www.ljcsc.com/rpr-plastic-surgeon-reviews/

Prospective patients who read reviews

before consult schedule 41% more often than patients who did not receive forms or materials

More reviews = more cases!

Scheduling rates when read reviews

Speeding new patient choices

This surgeon has reviews on every page

of his website.

Learning from reviews

• Negative reviews often provide insight

• Resolve recurring negative themes (late, parking)

• Alerts show patient is open to resolving issues privately

“Price for Botox wasn't very

competitive. Could have been lower.”.

“Parking situation is absolutely horrible. It

is so bad it will discourage me from

returning…”

“Everyone was amazing, she had amazing reviews. the ONLY

reason i am not doing the procedure right now is financially i

am not able to. if they offered a payment plan other than Care

Credit, I would be on calendar right now!”

ReCap: Market with reviews & ratings

• Add to social – – +78% in “buy now” behavior

• Add reviews to eblasts– +193% in click throughs

• Put reviews in ads – +35% Click through

• Add to website– +79% conversion rate

Ratings & Reviews

Source: Bazaarvoice, 2015

I am so glad that others had

submitted reviews because that was the sole reason that I

chose to see him for a consultation out of anyone else.

This was a long wanted procedure that I finally decided to take care of after reading other patient reviews, going through the website and looking at before and after pictures.

Are you ready to use dependable, authenticated patient feedback to

MARKET and GROW your business?

info@realpatientratings.com