Obtaining Reviews & YELP Case Study Monique Ramsey Founder, Cosmetic Social Media Use Twitter Hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media
Reputation Management Case Study
Nov 17, 2014
Presentation given at Las Vegas 2011 Multi-Specialty Foundation - panel on Reputation Management. This was a case study of an unhappy patient post on Yelp and how we resolved.
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Obtaining Reviews & YELP Case Study
Monique RamseyFounder, Cosmetic Social Media
Use Twitter Hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media
About Monique
Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media
Native San Diegan
In the Aesthetic Surgery industry since 1991 (yikes!)
FounderCosmetic Social MediaPatient Engagement Marketing™
Certified Social Media Strategist 2009
♥music, ♥USC, ♥sports, ♥spa days, ♥shoes & ♥creative endeavors!
Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media
BasicsClaim all the free listings you can on review & consumer sites such as Yelp, RealSelf, etc.& fill them out completely!
Getting Reviews – Need ###sASK!• Hand out a card to
happy patients• Surveys / Respond to
patients you know who are happy
• Page on websiteSign up for alerts!
Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media
Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media
Once You Get Reviews
Consider adding a badge to your website or use social media & your blog to direct people to the reviews.
Why it Matters
62% say of moms surveyed say that a positive product experience is the biggest
motivator for them to talk with others about a brand.
Source AdAgeDaily 6/23/11
Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media
Case Study
Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media
Private Message Same Day
Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media
Hi Kathryn, Thank you for posting your comments. This is not the kind of 5
star experience that we strive for. I would like to send your comments to the CEO for review. If you could email me with your full name and email address, I will be able to have your chart pulled and examine what went wrong. Thank you again for bringing this to our attention.
Oh, one more question... did you happen to tell anyone else about this, prior to posting on Yelp? I am just curious so I can try to re-trace what happened. My email is [email protected] you so much,Monique RamseyDirector, LJCSC Community
Administrator Intervention
Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media
5 Days Later
Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media
Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media
Thank YouMonique Ramsey
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