Posts by Naomi Cooper | Minoa Marketing

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6 Ways to Improve Your Internal Marketing

by Naomi Cooper October 7, 2014

When dentists hear the word marketing, they often think of external marketing and promoting their dental practices to the public. When it comes to increasing new patient flow, sometimes you don’t have to look any further than your existing patient base.

Internal marketing focuses on building long-term relationships and instilling trust and loyalty in patients. This is accomplished through strong communication skills, starting with the front desk, the hygiene and dental teams, and even ongoing communication after the patient leaves.

I recently wrote an article on this very subject for Dental Products Report: 6 Simple Steps to Elevate Your Internal Marketing. With the right internal marketing processes in place, your best patients can also be your best advertising.

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Dental Practice Marketing: 9 Content Ideas for Social Media

by Naomi Cooper September 24, 2014

Are you thinking about getting started on a social media plan for your practice? Or maybe you’ve been posting for a while now but feel like your updates are getting a bit stale? Whether you are a beginner or you’ve been participating for years, it can be difficult to keep coming up with ideas of what to post.

Here are 9 types of content that work well on social media:

Links to Articles: Posts about the practice, the doctor, the team, the community, or oral health in general always work well.
Photos: Pictures of the practice, of the doctor and/or team, patient “before and after” shots, team events, or continuing education opportunities. Note: photos require a signed release, so be sure you have written permission from everyone in the picture before posting.
Videos: Shoot videos on a smartphone of an office tour, a welcome greeting from the doctor and staff, patient testimonials, or even the doctor answering patient FAQs. Similar to photos, videos also require a signed release, so again, be sure to have written permission before posting.
Facts & Figures: Consider relevant quotes, statistics, news headlines that you think would be of interest to your community.
Seasonal: The various holidays and seasons are perfect opportunities to share holiday wishes, fun factoids about the holiday/season, or give a piece of dental advice to fit a specific time of year.
Contests and Polls: Great for increasing engagement with your social media audience, you can set up polls just for fun, or offer a prize.
Giving Back: If you happen to be a part of a local group, you can post messages about the cause or link to the cause’s website. Or, if you know of a patient who is very involved, you could ask them about posting their story.
Lifestyle: Social media posts don’t only have to be about dentistry. Varying your posts with healthy recipes, useful technology tips, dental jokes, or info about local community events can keep everyone interested.
Promotional: Social media is a terrific way of spreading news updates about the practice, special offers, info on new procedures, and referral rewards promotions.

No matter what you post, the most important thing to consider is your patients’ perspective! Avoid using overly technical language or posting articles only of interest to fellow dentists. Find out what gets your patients excited about dentistry – personal updates about team members, photos and videos are always a hit. At the end of the day, a clear focus on engagement with your audience – your patients and prospective patients – is the way to go with social media.

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6 Questions to Analyze Your Dental Practice Website

by Naomi Cooper August 6, 2014

According to Google, 97% of all consumers search for local businesses online. It’s important for dental practice owners to make sure their website is easily found when local patients are researching the practice online.

The dental practice website can be a powerful marketing tool; however it cannot be a static one. That is, the practice website needs to be constantly evolving along with the world of online marketing. Keeping up with the latest online marketing trends will ensure that the website keeps your practice at the top of the search engine listings.

I recently came across a very helpful article from the marketing experts at MarketingProfs, titled “Is Your Website Dead or Just Sleeping?”. In the article they outline 6 important elements to energize your website. Here is a quick summary:

1. Is it usable? – A website needs to be easy for users, and search engines, to navigate.

2. Is it responsive? – Traditional website design does not always function properly when viewed on smartphones and tablets. Make sure your website incorporates responsive design so that all patients see the best version of your website, regardless of the device they are using.

3. Is it focused? – Your website should be more about giving your patients the information they are looking for, and less about flashy design. Streamlining your website will actually make it more usable and can decrease load times.

4. Is it sociable? – A great dental practice website is engaging to patients. Pictures and video of the dentists and staff help welcome new patients into the practice. And linking the website to social media profiles and online review sites make it easy for patients to share your content and get a full, rounded picture of the practice.

5. Is it direct? – You should have a clear call to action all across your website, along with having your phone number and email address easy to find. Make it easy for patients to get in touch with you.

6. Is it fast? – People are impatient these days. In fact, 40% of people will abandon a website if it takes more than 3 seconds to load. Work with your website design team to streamline your website.

If it has been a few years since your website was designed, it may be well worth it to contact your web designer to see if any improvements could be made. How important do you feel your website is to the success of your dental practice?

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The Power of Talking to Strangers

by Naomi Cooper July 23, 2014

As children, we are taught to never to talk to strangers. Our parents weren’t trying to isolate us or make us antisocial; it was merely seen as a reasonable precaution taken to keep kids safe. Fast forward twenty or thirty years, and an unintended consequence of the “stranger danger” mantra is that grown adults often find it difficult and uncomfortable — even scary — to talk to people we don’t know.

Whether we’d prefer to be distracted by our mobile devices or are simply too shy to make the first move, talking to strangers elicits severe anxiety in many adults. I recently came across an interesting article about this very topic that profiles Danny Harris, a writer and creative director living in Washington DC who made a commitment to talking to one stranger every day, a practice he continued for over three years!

Actually, talking to strangers can be a great way to build the dental team’s confidence, practice verbal skills and even spark word of mouth for your dental practice. What’s more, it’s completely free.

The conversations don’t have to be long or involved, and you don’t have to whip out your business card at the end. Instead, try casually mentioning what you do for a living (and asking the other person about him/herself) in the natural course of any chance encounter, be it at the veterinarian’s office, standing in line at the coffee shop or waiting for an elevator.

Now imagine if you were able to start a casual conversation like this with 3 strangers every day for 30 days. That’s 90 new connections you could make in just one month! Let’s take it a step further – what if your entire team committed to this “3 strangers a day for 30 days” plan? Imagine the number of members of your local community who would have the chance to have a positive association with, and possibly even get to know a little bit more about your dental practice — all because of a few quick, friendly conversations?

Check out this Ted Talks at http://youtu.be/fv9Loq-yNWI and try talking to a stranger today. You never know — it could yield big results for your practice, and possibly even transform your life!

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Google’s Newest Tool for Dentists

by Naomi Cooper July 15, 2014

Google has introduced a new feature for business owners: Google My Business. You may have noticed a change with your existing Google Places profile. This new tool is meant to replace Google Places, and should make it much easier for local businesses to be found on Google.

Did you know that Google creates a profile for almost every business? It’s true, and even if you have never logged on to a Google platform, chances are good that there is an existing business listing for your dental practice. If you haven’t already, you need to create a Google account and claim the existing listing. Populate the listing with photos of the practice, current practice contact information, and hours of operation. This way, when patients are researching your practice online, they will be able to easily find your practice and all the necessary information they are looking for.

If you’ve previously claimed your Google Places listing, there’s not much you need to do with the new Google My Business. You’ll notice a new layout to the profile page. Simply make sure all the information is updated and correct.

For more details on the new tool, here is an overview from Google. Have you already noticed the new profile? What do you think of Google’s latest update?

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Personalizing Your E-Communication Strategies

by Naomi Cooper June 23, 2014

I often hear from my dentist clients that they worry that they are losing “the personal touch” when automating their patient communication with e-communication tools like email and text message appointment reminders. Good customer service certainly requires personalization, but the reality is that technology can actually improve your patient communication.

Patient reminder systems like Sesame 24-7, DemandForce and Patient Activator save the practice time and energy by syncing with practice management software to automatically confirm appointments via email and text messaging. Many services can also help with other internal marketing tasks such as sending birthday cards, creating newsletters, promoting special offers, reaching out to dormant patients, or soliciting feedback and reviews. Using services like this can help reduce no-shows, shorten average recall times, build patient loyalty and even help boost case acceptance – and production.

Successful e-communication comes down to implementation. Maintain a personal touch by calling patients the first time you send the email appointment reminder to confirm they received the email and even offer to walk them through the confirmation process if needed. They’ll appreciate the convenience of email communication & the personal phone call shows you care enough to help them walk through the new process.

Also, be sure to give patients the ability to opt out of electronic communication. Some patients will never grow out of wanting a postcard reminder, but don’t assume that someone’s age necessarily determines their technology-savvy. The fastest growing group of Internet users today are 55 and older!

If you are still worried about losing that personal connection with patients, consider the time and expense involved every time you make ten appointment confirmation calls, mail out a batch of recall cards or create a newsletter. Using technology to automate these processes frees up the front desk to take part in truly personal communications like sending handwritten thank you notes to patients who refer, interacting with patients on social media and spending more time with patients and prospective patients both on the phone and face to face.

Patients not only want their dentist to be a “good dentist,” but also to be someone who truly cares. Utilizing e-communication tools makes consistent patient communication – with a personal touch – easier than ever before.

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