ContentClicks Case Study - Charlotte, NC Dentist
Outcome: We lifted the client’s reputation without having to resort to discounted dentistry
Client: An established family practice (fictional, anonymized for case study purposes)
Location: Charlotte, NC
Focus: Reputation stability & expectation setting
Engagement: 90-day reputation and clarity build
Constraints: Inconsistent reviews and patient expectation mismatch
The Challenge
The Situation (Before)
- Review flow was inconsistent; negative experiences felt amplified and unpredictable.
- Patients often arrived without clear expectations, increasing cancellations and dissatisfaction.
- Owner wanted trust-building that protected margin and reduced team stress, not promotions.
ContentClicks Approach
- Review workflow: request cadence + team scripts + response playbook (calm, consistent).
- Expectation-setting content: ‘what to expect’ pages and treatment FAQs in patient language.
- Local visibility hygiene: consistent profiles; tracking mapped to booked appointments where possible.
Outcomes
Early Outcomes (60–90 Days)
- Expand to elective service education (cosmetic) once schedule stability is protected.
- Quarterly reputation and experience review: reduce friction points before scaling demand.
- Maintain review governance to prevent ‘peaks and troughs’ in reputation signals.
Beyond 90 Days (Optimisation)
- Introduce recall/reactivation to stabilise hygiene utilisation before scaling acquisition.
- Implement periodic intake QA to maintain speed-to-lead as staffing changes.
- Quarterly funnel review to keep leakage under control as demand increases.
Why This Worked
- Calming down a volatile situation enabled process change that improved the Customer Experience
- Once Customers started having a positive experience their willingness and trust increased and they were more likely to purchase premium services
