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Resources

Latest case studies, webinars, and blog posts

Building Digital Curb Appeal with Reputation Management

Case Study. The Gene B. Glick Company implemented an online reputation management strategy across 100 apartment communities with a small marketing team.

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“When it came to reputation management platforms Social Compass was a game changer.”

Emma Cook
Senior Digital Media Specialist
Gene B. Glick Company, Inc.

Multifamily Building

About the Gene B. Glick Company

Founded in 1947 and based in Indianapolis, the Gene B. Glick Company is a privately-held real estate ownership, development and management firm with more than 20,000 units in 13 states. The company’s philosophy, “Built to Be Home,” is reflected through its industry leadership in customer service, property management and quality construction of affordable and market-rate apartment units. The Gene B. Glick Company has a long tradition of giving back to the communities where it operates through its corporate social responsibility efforts, including its Glick Gives and Glick Cares Programs.

Building Digital Curb Appeal

Resident experience has always remained a high priority throughout Glick,  however online ratings did not reflect that and property managers were concerned about how the negative reviews were being received. Recognizing that online reviews affected their properties’ “digital curb appeal” with potential residents, marketing implemented a company-wide reputation management strategy with the support of management.

Online Reputation Management at Scale

To improve Glick’s online presence, marketing set goals for responding to all reviews, increasing positive review volume and using feedback to facilitate quick service recovery. However, Glick needed to address the challenges of scaling their efforts across 100 apartment communities with a small marketing team. They needed a solution that could quickly notify them when online reviews were posted, help them easily and efficiently collaborate on responding, and provide the reporting that would help them track progress, uncover resident experience trends and benchmark against competitors. After going through a solution review process, they selected Social Compass since it met all their needs.

Increasing Online Reviews

The marketing team wanted to increase the online presence of their properties by gaining more online reviews. This could help offset the impact of negative reviews received and provide a more comprehensive picture of the resident experience. The team created a “We are Listening Campaign” where employees were incentivized to ask residents to leave an online review. The campaign’s goal was enough to motivate staff to participate. Also, staff morale improved, and they increased their focus on creating a better resident experience. Social Compass helped this campaign by making it quick and easy for Glick’s teams to login and respond to reviews in one place. They also utilized Social Compass’ reports to track the campaign efforts and report on them monthly.

Creating a Consistent Voice in Online Responses

One of the biggest challenges was working with property managers to draft responses to negative reviews. Many responses were lengthy and inconsistent in voice and at times, responses were drafted that took negative reviews personally. The ability to efficiently collaborate and edit responses with Social Compass helped marketing create appropriate responses faster.

Management Engagement

Glick’s management is hands-on when it comes to the resident experience. With Social Compass’ alerts, executives gain transparency into on-site service recovery and communications with staff. This made their jobs managing customer success easier. Through these communications, they recognized staff for their good work and improved customer interactions. As a result of Glick’s responsiveness to service recovery issues, there have been many cases where negative reviews were deleted by the customer or the online rating and comments improved based on their response to the customer’s feedback.

Benchmarking Performance – Showing Results

Glick consistently focuses on measuring progress against the program’s goals. As a result of its online reputation management initiative, from 2016 to 2017, their key performance indicators (KPIs) showed that reviews increased 84%, overall experience score improved 3.7% and response rates boosted 72%.

 

About the Author

Kayla Zamary
Marketing Manager

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Increasing Online Reviews the Right Way in Healthcare

Learn the ins and outs of review generation, best practices you need to follow, and why text messaging is trending for review acquisition.

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Hospitals and practices are quickly adopting email and text messaging testimonial campaigns to increase online reviews and patient volume. But there are lines you can cross in requesting reviews that could hurt your online reputation.

In this webinar, you will learn the ins and outs of review generation, best practices you need to follow, and why text messaging is trending for review acquisition.

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About the Author

Kayla Zamary
Marketing Manager

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Mill Creek Residential Increases Consumer Engagement By 65%

Case Study. Mill Creek Residential adopts Social Compass by Binary Fountain to more productively manage online reputation.

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Background

Mill Creek Residential develops, acquires and operates high-quality apartment communities in desirable locations coast-to-coast. They have developed more than 15,000 apartment homes across 50+ communities nationwide. They expect to deliver an additional 5,000+ apartment homes to their growing portfolio.

Opportunity

Mill Creek recognizes that prospective residents search for feedback on social media and review sites before shopping for their new home. In order to influence and attract new residents, they knew they needed to take steps to manage their online reputation.

Challenge

Mill Creek originally rolled out a different reputation management solution to 19 of their communities. The solution was too complex and time-consuming. The solution was not centralized therefore, users had to login to multiple sites to manage their work and community managers were not authorized to post responses. Mill Creek’s marketing team realized that team-based workflow inefficiencies was adversely impacting consumer engagement. As a result, response rates of reviews were less than 25%.

Solution

Mill Creek adopted Social Compass by Binary Fountain to help it more productively manage online reputation. The platform enables Mill Creek’s marketing team to manage their entire program, including team-based workflow tools that help manage the process of posting their marketing messages. ”Social Compass helps us drive engagement by enabling us to quickly and efficiently respond to reviews in a single platform across the company,” said Kellie Hughes, Vice President of Marketing with Mill Creek.

Results

Since implementing Social Compass in 2014, Mill Creek has increased their response rate by 65%. They continue to roll out Social Compass to their growing portfolio in order to efficiently manage their reputation company-wide.

About the Author

Kayla Zamary
Marketing Manager

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How to Manage and Grow Your Multifamily Online Reputation

Webinar. Learn about online consumer trends impacting residential properties and how you can turn ratings and reviews into an advantage.

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On-Demand Webinar

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Did you know 70 percent of consumers choose to visit a property because it has better online reviews? Your online reputation can make a difference, especially in a competitive market. Learn about online consumer trends impacting residential properties and how you can turn ratings and reviews into an advantage – whether you’re a team of one or many.

You’ll gain insights into how multifamily residences can:

  • Energize their online reputation
  • Reduce time spent managing review sites
  • Use text messaging and email marketing to increase online reviews
  • Respond to reviews to improve service recovery and protect their brand
  • Benchmark their online reputation against competitors

You’ll also get a brief introduction to the Binary Review Manager, Social Compass and Mobile Testimonial solutions that can help you manage online reviews and promote your properties.

About the Author

Kayla Zamary
Marketing Manager

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Manage Online Reputation to Impact Revenue and Patient Experience

Webinar. Learn about online consumer behavior and reputation management trends. See how one practice manages its online reviews and patient experience survey data.

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Complimentary MGMA Webinar
On-Demand

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According to a recent study conducted by the Binary Fountain, 75% of healthcare consumers say online ratings and reviews influenced their decision when selecting a physician or provider. Practices can no longer afford to sit on the sidelines and hope that their online presence is positive.

In this webinar, you’ll learn about the latest trends in online consumer behavior and reputation management. We will show how one practice manages its online reviews and patient experience survey data to increase revenue and patient loyalty.

This 60-minute webinar will provide you with the knowledge to:

  • Illustrate the importance of online reputation for medical practices
  • Leverage patient experience survey data to drive improvement initiatives
  • Explain techniques for online reputation management

Presenters:

Britni Cullen
Vice President of Business Operations
KureSmart Pain Management

Nick LaRosa
Vice President, Sales and Marketing
KureSmart Pain Management

Aaron Clifford
Senior Vice President of Marketing
Binary Fountain

About the Author

Kayla Zamary
Marketing Manager

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Defining the New Digital Front Door

Webinar. Learn how to define the elements needed to align your digital marketing with a patient’s journey to care.

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With 77% of consumers searching online before making an appointment with a provider, health care marketers are building the “digital front door” to help engage and acquire them. But what does a digital strategy look like for this when there are multiple touchpoints a consumer experiences before selecting a provider? This panel will help define the elements needed to align your digital marketing with a person’s journey to care.

In this webcast, presenters will discuss:

  • Top of the funnel entry paths–search (organic/PPC), local listings and third-party reviews–and common pitfalls to avoid.
  • What to consider for provider profile pages, “first-party” online reviews and appointment requests.
  • Metrics needed to help evaluate the progress of your program.
  • The lessons applied from this webcast can aid in optimizing your marketing strategy and investment and help patients in your community make one of their most important health decisions—finding the best services for their care.

Speakers:

Chris BoyerChris Boyer
Director, Digital Strategy and Analytics
Fairview Health Services

 

Blake Long
Director, Marketing Technology and Strategy
UnityPoint Health

 

Grace Jones
Consumer Brand Manager
Dayton Children’s Hospital

About the Author

Kayla Zamary
Marketing Manager

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How It Works

Learn how Binary Fountain is helping healthcare organizations save time managing reviews, increase patient acquisition and loyalty, and improve the patient experience.

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Learn how Binary Fountain is helping healthcare organizations save time managing reviews, increase patient acquisition and loyalty, and improve the patient experience.

About the Author

Kayla Zamary
Marketing Manager

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Creating a Hospitality-Influenced Reputation Management Strategy in Healthcare

Webinar. Learn what happens when a former executive from Starwood Hotels and Resorts takes over marketing at a physician practice.

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What happens when a former executive from Starwood Hotels and Resorts takes over marketing at a physician practice? Florida Orthopaedic Institute implemented a strategy for creating a 5-star customer experience – and attracting more patients – with online reputation management playing a vital role.

In this webinar, they’ll share the approach, tactics and technology platform behind their reputation management program including:

  • Adopting a high-touch approach for responding to patient reviews and surveys
  • Improving the customer experience across it 10 locations with digital patient feedback
  • Increasing online reviews and survey responses with email and mobile texting campaigns
  • Winning over physicians skeptical of online reviews

Whether you’re with a hospital or physician practice, you can take away lessons you can apply to your reputation management program.

Speakers:

Donna BossuytDonna Bossuyt
Director of Marketing & Customer Service
Florida Orthopaedic Institute

 

Kim Mott
Marketing & Customer Service Manager
Florida Orthopaedic Institute

About the Author

Kayla Zamary
Marketing Manager

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Innovating the Digital Healthcare Consumer Experience

Webinar. Learn how Providence St. Joseph Health is innovating the digital consumer experience for the 3 million patients it serves annually.

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On-Demand Webinar
Hosted by Forum for Healthcare Strategists

 
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Digital tools and technologies are transforming the experience for consumers across industries—and healthcare is no exception. Are your organization’s digital initiatives meeting consumers’ expectations? In this complimentary webinar, sponsored by Binary Fountain, you’ll hear how Providence St. Joseph Health is innovating the digital consumer experience for the 3 million patients it serves annually.

About the Author

Kayla Zamary
Marketing Manager

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Marketing Strategies for Patient Engagement and Acquisition

Webinar. Learn how to engage patients through their healthcare journey.

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Recorded Webcast
Duration: 1 hour

What You’ll Learn:
Digital healthcare consumerism is surging, forcing marketing leaders to adapt their strategies for driving patient acquisition and loyalty and system brand awareness. However, many haven’t implemented a holistic strategy to engage patients across their healthcare journey, starting with researching a symptom, “shopping” for a physician, all the way through managing online reviews. These healthcare systems are risking falling behind competitors, losing revenue and damaging their organization’s and physicians’ reputations.

This free webinar provides insights into shaping an integrated, winning strategy. You’ll learn:

  • Key factors patients evaluate when selecting a physician
  • Crucial gaps and pitfalls in marketing to patients
  • Recommended approach and tools for managing your initiatives
  • How HCA is engaging patients to drive greater acquisition

About the Author

Kayla Zamary
Marketing Manager

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