Tag Archives: dental marketing

Imagine you were a patient visiting your website, is this what you would think?

Potential new dental patients visiting your website (and indeed any of your online marketing activity) need to find it usable, in fact Google uses usability as part of its search algorithm… The more user-friendly your website is, the higher it may rank.

If you want to know how to make your dental practice website (and other online marketing channels) more usable from a patient’s perspective, read on…

Imagine you are a patient visiting your website, it’s important you put yourself in the shoes of a patient… Not wearing your own shoes as a dental professional!

Think about the mindset of the patient, think about how they would have ended up on your website, think about what they might want from your website.

The stages of buying

When someone visits one of your online marketing channels they will certainly be in one of these stages of buying:

  1. Problem recognition
  2. Information search
  3. Evaluation alternatives
  4. Purchase mode

Let’s look at each of these stages of buying and what you could do to assist your potential new patient in each stage.

Problem recognition

download (1)A person that lands on your website in this stage of the buying process will have just realised that they have a problem. They may have had someone comment on their crooked teeth, they may have just been out for a meal and got food stuck between missing teeth or may have now decided that today is the day they are going to start doing something about their dental health.

Once someone has identified that they have a problem that they will begin searching for a solution, patients in this stage of the process may be searching on Google for phrases such as:

  1. How to straighten crooked teeth
  2. Ways to replace missing teeth
  3. How to stop my gums bleeding

A person at this stage of their problem-solving/buying process may not be thinking about treatments, they may not be thinking about Invisalign, Inman aligner, dental implants or dental hygiene… they probably are not even ready to research and gather information about these alternatives, they are simply looking for a solution to their problem… So what could you do on your website?

Image by Salvatore Vuono freedigitalphotos.net

Image by Salvatore Vuono freedigitalphotos.net

This is where a dental blog comes in exceptionally handy. You can title blog posts around their search phrases “how to straighten crooked teeth”, within these blog posts we are simply helping the patient identify that they have a problem and that it can be solved. You may find that a patient in this stage of the buying process immediately moves into the information search phase.

We can help patients in this problem recognition stage by providing them with useful and relevant information and content, your blog is an excellent way to attract these people to the website and you can help them move into the information search phrase by offering them a free information pack.

The preferred technique is to allow them to download a free guide relating to their specific problem “All of Your Options to Replace Missing Teeth” in exchange for an e-mail address. Collecting e-mail addresses allows us to gently build a relationship with these people in the long-term as they move through the various buying stages. Information about creating an e-mail marketing campaign.

Information search

A patient in this stage of the buying process may have already identified specific treatments to help with their problem. They may be searching for:

  1. Invisalign braces in << geographical location>>
  2. Dental implants in << geographical location>>
  3. Dental hygienists in << geographical location>>

In the information search phase a patient is gathering detailed information about all of their options from both a treatment prospective and possibly a specific dentist perspective. When a patient lands on your website in the information search phase we need to offer them:

  • Relevant dental information, specific to their information search
  • An incentive to request an appointment which will help move them to the next buying phase

Relevant dental information can be provided by way of the free guide mentioned previously, always in exchange for an e-mail address. An incentive to request an appointment seems to work best if this is offered as a refund of the patient’s initial assessment. Again, offering this on the website as a download in exchange for an e-mail address works best, it allows the person to feel as though they have partially solved the problem whilst on the site as they now have a voucher entitling them to a refund of their initial assessment.

Evaluation of alternatives

At this stage of the buying process the patient will have decided that they want to straighten their crooked teeth or replace missing teeth, they may even have decided on the specific treatment they desire (clearly only a clinical assessment can verify this for sure). To allow a patient to evaluate alternative dental practices we need to:

  1. reduce risk
  2. increase trust

These are the two key deciding factors which allow a patient to decide which dentist to you attend. you can reduce risk and increase trust by demonstrating that you care for the patient above and beyond any monetary transaction, offering them a free download as already mentioned goes some way to doing this. Your active social media stream can also demonstrate that you are low risk and trustworthy alternative.

Patient testimonials on your website, especially video testimonials (as these are hardest to fake) will go some considerable way to reducing risk and increase in trust. Showing photographs of the team including your GDC registration numbers also demonstrates that you are trustworthy practice (As well as being compliant).

Offering a refund of initial assessment also reduces risk for the patient, you then have their e-mail address and can then continue to build relationships with them gently and slowly.

Purchase mode

Once the patient is in purchase mode you need to ensure that your website has the relevant calls to action in place. If you have followed this process from the beginning and allowed the patient to download some information when they were in the earlier information searching modes then we can begin to send e-mails talking about how you can help.

My recommendations to ensure patients that are ready to purchase take action are:

  1. Place a call to action on every page of your website
  2. Have a request an appointment facility on the website (this does not necessarily need to be booking an appointment)
  3. Having a website which is responsive with a ‘click to call’ phone number in case this person is visiting from a mobile phone
  4. Having an ability for a patient to make a general enquiry to the website if they have any further questions


Understanding the buying process and ensuring that you have the possibility for a patient to engage with you at each stage is critical if your marketing is to be effective. You can’t assume that everyone that lands on your website is ready to book an appointment, if they are not, what have you done to help them?

More help and advice on making your website more useable

Lowe cost dental marketing logoWebsite audit

How useable is your website and could it be improved? This comprehensive website audit will give each of the five key areas of performance a rank so that you can take action.

What’s included in the audit?

46 individual elements of a successful website will be assessed and ranked in the following key performance areas:

  • Findability
  • Usability
  • Shareability
  • Effectiveness
  • Longevity

Within each of these Key Performance Areas I will rank 46 Individual Elements, each element will be given a score.

traffic light warning

These 46 individual elements will then come together to give you an overall score for each of the key performance areas.

You can then see which area of your website needs the most attention to ensure you get the maximum return on anything you spend.

What do you do with the audit?

Once the audit has been completed you can either make the changes yourself, send them to your web designer for their opinion or contact me and I can make the changes for you as part of my Light Package – I’ll then refund your £35 audit fee.

The audit forms the basis of the overall Light service. When you ensure these five key performance areas are performing to the maximum and you have an active, engaging and effective social media stream you will find that your marketing efforts begin to work 24/7/365.


Mark Oborn light website audit

Featured Image source hywards at freedigitalphotos.net

Create, Curate, Syndicate and Aggregate – The Rules of Online Marketing

Image courtesy of tiramisustudio at FreeDigitalPhotos.net

Image courtesy of tiramisustudio at FreeDigitalPhotos.net

It’s funny how these things turn out sometimes, I was at a dentistry shown last year having a very interesting discussion with a colleague that runs a dental consultancy. We were talking about what I specifically did for dental practices with their communications.

Out of nowhere I simply replied “Well I, Create, Curate, Syndicate and Aggregate”

And that has now become my golden rule of online marketing… It should become yours also!

Modern search engine optimisation focuses much less on keywords we want to be found for, where we rank in Google search results or how many people visited the website. These may be important metrics but the real focus is on how many people we can help. Period!

The more people we help, the more people will talk about us. This works in real life as well as online. If more people talk about you online and share your information then more people will visit your website, Google will notice those people talking about you and give you a boost up the search results.

Let’s look at each of the Create, Curate, Syndicate and Aggregate areas individually.

Content Creation

This is where you use your experience as a dentist to create unique and individual content. It’s an opportunity to talk about what is important to you and what you value most. It’s the time where you can show what you are interested in and what you believe in and how you believe you can help people solve their dental problems.

You could consider creating content for a free download on your website (check out my free guide also), you could create blog posts (such as this one) or do micro-updates on Facebook, Twitter, LinkedIn or Google plus, all designed to hand out useful, free and relevant dental health advice.

Creating your own unique content sets you up as a person that genuinely cares in the local area, if people like what you say they will share it which results in more people visiting your website.

Content Curation.

Curating content is about understanding what problems your patients are trying to solve and then directing them to other people’s uniquely created content. You may see articles written on news websites, columns written in online magazines or other non-competing dental practice websites.

Sharing other people’s content again shows that you genuinely care about the people in the local area. It builds trust as it demonstrates that you want to help solve their problems and that making money is not your primary concern!

Yes, dare to share content that you did not create! (That means sharing with full attribution, NOT copying to your website and claiming as your own!)

Content Syndication.

SImage courtesy of Stuart Miles at FreeDigitalPhotos.net

Image courtesy of Stuart Miles at FreeDigitalPhotos.net

Syndication means taking one piece of original digital content and syndicating it across various media. This is where online marketing really comes into its own. Consider this blog post, this blog post is going to be shared on:

  • My own dental marketing website.
  • Facebook
  • Twitter
  • Google plus
  • Linked in
  • 4 different e-mail databases
  • RSS feed readers

Syndication using modern technology such as Feed BurnerSocial Media Borg or Hootsuite allows you to rapidly reach the maximum number of people as quickly and simply as possible.

The more people you reach, the more likelihood there is of them sharing your unique content which drives more traffic to your website.

Content Aggregation.

This is the process by which we pull in multiple streams of information into one easy to read place. Take a look at the bottom of my website and you will see Facebook, Twitter and YouTube all if aggregated into one place.

Using software allows us to aggregate multiple streams into one, for example, you could take your original content that you have created, and aggregate it with your content that you have curated, placing all of it onto twitter.

Aggregating content from multiple places, particularly if you automate the process, allows you to keep a very active presence on the Internet.

People often comment that I always seem to be online on Facebook and Twitter… I do spend a lot of time online to be honest, but I use software to aggregate content from around the Internet, I then use software to syndicate that content which has been curated by others or created by me.

Taking time to create your own content, curate content from others, aggregate all of that content into a single stream and then syndicate it and round the Internet has become the hallmark of a successful Internet marketer, it’s also the hallmark of many of my dental practice clients.

Will it also be your hallmark of success?


Avoiding the biggest mistake dental practices make with their marketing

What is the biggest mistake dental practices made with their marketing?

Being too aggressive? Often they are, but the mistake is worse than that.

Selling all of the time? Many practices try this tactic to, in my opinion a mistake but again not the biggest one.

Not having a website? Okay, this is a pretty serious oversight but again there is one even bigger than this.

So what is it?

The big marketing mistake

The biggest mistake I see dental practices make is not knowing who their patients are! The typical response to the question ” Who are your customers” when asked over dental practice is ” Everyone!”. BIG MISTAKE.

Are you sure? Do you really want people that are not motivated to look after their teeth, with no ability or desire to spend any money and who are going to moan about you all of the time? Okay, so that is an extreme example I’m guessing not many practices want these type of people… But the point remains you do not want everyone… So who do you want?

Look at the way large companies structure their marketing, they will be very clear about who they are talking to. If you make an attempt to talk to everyone the reality is that you actually speak to know one.

Look at it like this, if you try to appeal to 25-year-old single women you will need to use youthful women in the images, perhaps a splash of pink, softness, girliness and generally appeal to this type of person. If you want to appeal to both men and women over the age of 65 then you’ll need to use appropriate images that they can relate to, perhaps more classy images of country estates, fine dining and quality wines.

The point is, unless you are absolutely clear about who he was talking to you cannot define the images, the wording and even where your marketing goes. You’ll just end up spraying it all over the place with very little effect.

Think back to the 1980s when Yorkie were promoting a chocolate bar, they even went as far as saying “It’s not for girls”. All of the advertising was very male oriented. Nestle have products that were designed for women and Yorkie was designed exclusively for men.

So how do we bring this back to dentistry?

Segment your dental market

There is no set or definite way to segment will categorise your market, and to be honest it doesn’t really matter, so long as you do. Here are a few examples of different ways segmenting your market.

You can segment your local market by:

  • Age.
  • Gender.
  • Socio-economic group.
  • People that have just moved into the area vs. people looking for a new dentist because they are unhappy with their existing one vs People that have never been to a dentist before.
  • Stay at home wives.
  • Women that go out to work and are financially independent of their husbands.
  • Couples.
  • Singles.

The key is to play around with a few different segments, your patient old, young, one particular gender, new to the area, unhappy with their existing dentist, a particular type of person?

Even if none of this makes sense you can segment around treatments that people may want, such as:

  • People wanting to replace missing teeth.
  • People wanting to straighten crooked teeth.
  • People wanting to have healthier teeth.
  • People wanting to have better looking teeth.
  • People wanting fewer wrinkles.

We all know that the antiwrinkle market is generally speaking different to the dental implant market – I have a wholly different type of person going for each of the treatments. I remember being told my marketing module of my MBA the golden rule of marketing is:

“Segment, segment, segment then target, target, target.”

You could even segment your market into:

  1. People that actively want to come to the dentist and motivated.
  2. People that have been told by others that they have to go to the dentist,

Which of these groups will be more motivated to follow your instructions? Which of these groups would you prefer?

Here’s an example of how you can begin to then combine these segments into a matrix. Once you do this you can then ask whether these people hang out, what type of person are they, what motivates them this will then inform the images, where you do your marketing and what type of message you need to put across.

The axes on the matrix provide different segments and the intersections on the matrix itself define each segment. I’ve put some likely characteristics of that segment in white and then some possible marketing strategies in yellow.

segmented marketing in dentistry

Looking at the image above, you could decide that women are more likely to read the local magazines than men hence I have decided that to attract women I will put adverts in the local magazine. These adverts, as they are there to target women, will use appropriate images for women, with relevant wording and associated text.

This isn’t the definitive guide to exactly how you should segmented your market and then how to target, I provided the image above purely as an example of how you can take a few segments, placed them into a matrix and then have an educated discussion about what would motivate each of these particular groups of people.

Once you do this you will realise that you are actually attracting everyone into your practice, but we do it in a smart way with a customised message to each of the segments so that those segments can instantly say “Hey, that’s me”. If the people reading your marketing messages aren’t able to instantly recognise themselves in that message variable for on deaf ears!

If your marketing is falling on deaf ears, you may as well not bother!