reputation management for property management professionals
DESCRIPTION
Reputation Management for Property Management Professionals "Reputation Management for Property Management Professionals" was delivered at NOAA (the Northeast Ohio Apartment Association) Trade Show in November 2013 by Charity Zierten, of Socially Engaged Marketing. http://www.sociallyengagedmarketing.com #NOAAsmTRANSCRIPT
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
reputation MANAGEMENTCharity Zierten
Socially Engaged Marketing, NOAA and vendor sponsorsare not affiliated with or endorse the following publicly available social networking tools and resources.
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
why MONITOR?
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
attract & RETAIN residents:amplify LOCAL REACH
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
improve LOCAL REACH
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
52% of RESIDENTSuse/would use
ratings & REVIEW siteswhen apartment shopping.
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
reviews & SEARCH
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
78% who SEARCH locally on their phone make a purchase.
IMAGE CREDIT: Shutterstock
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
63% of RESIDENTSwould post a positive
REVIEW of their residentEXPERIENCE if asked...
but only 8% were asked!
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
The raccoonsdon't care if
you are aroundor not, they are
always thereand will
chase YOU off!
”
“
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
millions of reviews per DAY
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
unintended CONSEQUENCES
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
common REPUTATION issues
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beware the UNKNOWN
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
getting STARTED
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inventory PRESENCE
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
how to MONITOR?
ApartmentRatings is demonstrating some very positive outcomes with verified resident reviews
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listen & TRACK
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response PLANNING
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
reviews are the BEGINNINGof the CONVERSATION
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set OBJECTIVES
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
respond to EVERY review
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
if you don’t RESPOND…someone else WILL.
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personalize RESPONSES
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positive FEEDBACK
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
but say MORE than “thank you”
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constructive CRITICISM
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
Over 51%of Facebook users & 81% of Twitter usersEXPECT A RESPONSEto online complaintsor questions withinONE DAY.
focus first on maintenance, safety, & service
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
address ANONYMOUS reviewers
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
negative FEEDBACK
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apologize & ADMIT MISTAKES
don’t repeat negative comments or company name within the response
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
sense of HUMOR
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to delete or to KEEP?
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it HAPPENS
capture image, delete comment, ban user
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but don’t…
fake reviews are easy to spot
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no “astroturfing” allowed
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$350,000 in fines “operation clean turf”
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
proactive PROTECTION
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Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
STATISTICS SOURCES:• Business Insider• Neustar Localeze• Moz
• Shareaholic• Google• Search Engine Journal
• SatisFacts• comScore• Digital Trends
IMAGES CREDIT: Shutterstock, Apartment All Stars, Yelp, Twitter,