Presented by Monique Ramsey, Founder and CCO of Cosmetic Social Media as part of a panel on Reputation Management of at the 7th Annual Vegas Cosmetic Surgery 2011 International Multi-Specialty Symposium. A case study about how we helped one plastic surgery practice deal with a negative patient review on Yelp. Presented in Las Vegas on June 25, 2011

1. Obtaining Reviews & YELP Case StudyMonique RamseyFounder, Cosmetic Social Media Use Twitter Hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media

2. About Monique Native San Diegan In the Aesthetic Surgery industry since 1991 (yikes!) Founder Cosmetic Social Media Patient Engagement Marketing™ Certified Social Media Strategist2009 ♥music, ♥USC, ♥sports, ♥spa days, ♥shoes & ♥creative endeavors! Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media

3. Basics Claim all the free listings you can on review & consumer sites such as Yelp, RealSelf, etc.& fill them out completely! Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media

4. Getting Reviews – Need ###s ASK! Hand out a card to happy patients Surveys / Respond to patients you know who are happy Page on website Sign up for alerts! Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media

5. Once You Get Reviews Consider adding a badge to your website or use social media & your blog to direct people to the reviews. Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media

6. Why it Matters 62% say of moms surveyed say that a positive product experience is the biggest motivator for them to talk with others about a brand. Source AdAgeDaily 6/23/11 Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media

7. Case Study Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media

8. Private Message Same Day Hi Kathryn, Thank you for posting your comments. This is not the kind of 5 star experience that we strive for. I would like to send your comments to the CEO for review. If you could email me with your full name and email address, I will be able to have your chart pulled and examine what went wrong. Thank you again for bringing this to our attention. Oh, one more question... did you happen to tell anyone else about this, prior to posting on Yelp? I am just curious so I can try to re-trace what happened. My email is monique@ljcsc.com. Thank you so much, Monique Ramsey Director, LJCSC Community Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media

9. Administrator Intervention Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media

10. 5 Days Later Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media

11. Thank YouMonique RamseyMonique@cosmeticsocialmedia.com877-401-5485 Use Twitter hashtag #VegasIMSS @MoniqueRamsey Cosmetic Social Media