Hart Medical Equipment Connects with 3000 Customers’ Mobile Phones in Five Months Using pulseM
Hart Medical Equipment Social Media Reviews Skyrocket
Hart Medical Equipment strives to provide service excellence in all aspects of their business and sought to boost feedback from their customers. Enter pulseM, a growing B2B SaaS company focused on managing and growing the online reputation of companies such as Hart Medical Equipment. By working together with pulseM, Hart Medical Equipment saw a 90% increase in Google reviews, a 157% increase in Facebook Reviews, and achieved a 60% engagement rate when asking for feedback -- effortlessly and painlessly.
Capturing the Elusive Online Review
In today’s world of online marketplaces and internet of options, social media reviews are a crucial part of differentiating yourself from the competition. A good (or bad) social media review has wide impact, as it can greatly impact your bottom line. According to Dawn Wigginton in her article about the cost of negative reviews to your business, “on average, a single negative review will cost you 30 customers, according to a 2009 Convergys Corp. study”1. Lost revenue due to negative reviews add up to a considerable amount over the lifetime of a business. How do you proactively counter this effect? By paying attention to your customers and being proactive with the feedback you receive.
Changing the Game with pulseM
In an effort to increase their online presence, to receive top position in online searches, and to address negative reviews, Hart Medical Equipment reached out to pulseM. Now Hart Medical Equipment receives real time responses from their customers, and before dispatching a medical equipment technician (MET) to a customer’s home, Hart Medical Equipment sends a biography of the MET directly to the customer’s mobile phone. This presents customers with a first look at who will be visiting their home, providing them with an increased sense of security, familiarity, and assurance.
After the delivery, pulseM’s proprietary feedback message is sent to the customer’s mobile phone to capture the customer’s sentiments, ratings, and a review which is attributed to the Hart Medical Equipment MET’s employee profile. Communication has improved dramatically, resulting in immediate, timely, and impactful results.
The Value of Resolving Negative Feedback in Real Time
Hart Medical Equipment can quickly and easily respond to negative feedback, understand the issues their customers are experiencing, and correctly take appropriate action. Since working together with pulseM, all negative reviews have been intercepted and resolved.
As a key component of pulseM’s system, Hart Medical Equipment uses pulseM to create profiles for all of the medical equipment technicians (METs) that deliver to customer homes.
Hart Medical uses this system to keep track of each MET’s performance and displays them on an internal leaderboard, creating a system of accountability and reward.
After completion of the delivery or service, a text message is sent to the customer’s mobile phone and serves to capture the customer’s sentiments, ratings, and a review which is attributed to the MET’s profile. The review may be posted on Facebook or Google via pulseM, which increases the online presence of Hart Medical Equipment. A vital step to this strategy is to personally ask the customers to complete the review. This adds a human element to the whole process of gathering feedback and greatly increases the chances of obtaining the review.
Treating the Pain Points
In June 2017, Hart Medical Equipment joined pulseM with 10 reviews and 2.9 rating on Google, and 14 reviews with 3.7 rating on Facebook. In five months, Hart Medical Equipment has seen a 90% growth in Google reviews and a full rating increase, as well as experiencing a 157% increase in Facebook reviews.
Hart Medical Equipment has also connected with 3000 customer’s mobile phones within the first five months of using pulseM. As well as generating 122 leads and capturing a 60% engagement rate in feedback response, compared to 23% average industry email open rates.
Through pulseM, Hart Medical Equipment has also obtained a NPS™ score of 91 out of 100, which is the rate that a customer would likely recommend your product or service to others.