Type: Reputation Management
Client: Phoebe Ministries
Deliverable: Online Reputation Management & Training, In-Person and Online Reviews
Strengthening Reputation Builds a Better Brand Experience
THE SITUATION
As Phoebe Ministries, a leading continuing care provider in Pennsylvania, sought to reshape perception of its brand from a need-based care focus to a more lifestyle and residential focus, they enlisted the help of Creating Results to help monitor, maintain and improve the community’s online reputation.
STRATEGY
Creating Results team members analyzed reviews across all Phoebe communities to determine positive trends and recurring pain points. This allowed them to advise the Phoebe team on best practices for responding to and managing positive and negative reviews, as well as outline an approach for soliciting positive reviews from residents and their families.
“Reputation.com allows us to efficiently manage our online reviews with professionally crafted responses and gave us the ability to solicit more reviews from people who know and love our organization!”
SOLUTIONS
Creating Results employed a multi-pronged strategy to address, improve and maintain the Phoebe brand including, the implementation of a reputation management tool, training members of the Phoebe team on reputation management and developing a review solicitation plan for obtaining positive reviews on a more regular basis.
RESULTS
By implementing Creating Results’ reputation management strategy, Phoebe’s review response rate increased by 98% across all communities.
