The American Society of Ophthalmic Administrators (ASOA), an organization that empowers ophthalmic leaders to elevate the business of ophthalmology through education, innovation, support, and collaboration, hosted Insight Marketing Group president Jennifer Thompson as a speaker for the national 2019 ASOA Annual Meeting in San Diego, CA, on May 3-7, 2019.
The ASOA conference, the largest meeting of its kind dedicated to the needs of anterior segment surgeons, practice management staff, and ophthalmic technicians and nurses, invited Ms. Thompson to share her insights on the changing face of customer service and how to take control of the conversation.
During her presentation, she shared:
- Why social media has emerged as the primary channel for delivering patient customer service
- Strategies and tactics to protect, enhance, and control a practice’s online reputation and reviews
- How employee engagement and education are key to improving the patient experience and at-work culture
“Presenting to ophthalmic practice managers and administrators at ASOA was a great experience and I hope they walked away knowing marketing today is a team sport, and to be successful employees have to be engaged like never before,” says Thompson. “Almost 75% of patient interactions happen with staff, and patients will not hesitate to turn to social media to vent or praise the individuals that shaped their experience. Leveraging social media to boost engagement, satisfaction and loyalty is key to develop a successful and sustainable marketing strategy that is built on more than just spending dollars.”
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