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The Latest Hospital Digital Marketing Articles

GreyMatters is your hospital digital marketing guide, with articles on hospital digital marketing best practices, trends, updates and more.

Asking for Customer Reviews Without the “Ick Factor”

May 29, 2024

They like us! They really like us! photo of a young woman looking at customer reviews on a smartphone

Who doesn’t want to have positive reviews of their organization?* Considering that one study found that more than 70% of consumers say they check reviews before they make a decision to purchase, it only makes sense to promote satisfied customers.

However, getting those reviews can be a little delicate. How do you request reviews without coming across as pushy or pressuring to your customers?

Here are some tips to getting good reviews for your marketing efforts:

  • Remember that happy customers are more likely to give a review anyway, so capitalize on that good feeling.
  • Timing is key.
    • The best time to request a review is right after purchase or a service being fulfilled.
    • You are more likely to get a response from requests sent early in the day and during the middle of the week.
    • It’s okay to follow up with a reminder if you don’t receive a review at first, but be careful about coming across as annoying or harassing. If there’s no response to two requests, there probably won’t be any response to additional requests.
  • Liven up your requests with gamification. Customers may find prizes, bonuses or discounts more engaging.
  • Use multichannel options. Don’t limit your requests to just emails and texts. Social media can be effective. And even a thank-you note sent via snail mail can be a great prompt for a customer to submit a review.
  • Establish a standardized process for managing reviews in your organization to achieve greater efficiency and effectiveness. Create an easily personalized template for emails and use a similar tone and language with other channels.
  • Share your reviews! After your hard work to obtain reviews, don’t forget to let people know about your happy customers. Post reviews on your website, and share especially good ones on social media. And don’t forget the CTA to prompt others to submit reviews.
  • Acknowledge your reviews. A sincere thank you for great reviews goes a long way. But even less than great reviews should get a response. Ask those not-so-good reviewers how you can do better and be sure to follow up.
  • Ensure that all employees are involved by including them in the process.
*Pro tip: If you would like more in-depth information on this topic, be sure to attend the HCIC session “How to Request Reviews: The Importance of Google Reviews and Why You Should Ask for Them” on Monday, November 11th, at 3:15pm CT. Speakers will be Emily Mangini, Program Manager, Online Reputation Management, and Nolan Perry, Manager, Online Reputation Management from Sutter Health.
  • healthcare reviews
  • marketing strategy
  • customer experience
  • customer satisfaction

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