reputation management for property management professionals
Post on 09-May-2015
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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.
Copyright ©2013 Socially Engaged Marketing® All rights reserved. #NOAAsm
why MONITOR?
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attract & RETAIN residents:amplify LOCAL REACH
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improve LOCAL REACH
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52% of RESIDENTSuse/would use
ratings & REVIEW siteswhen apartment shopping.
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reviews & SEARCH
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78% who SEARCH locally on their phone make a purchase.
IMAGE CREDIT: Shutterstock
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63% of RESIDENTSwould post a positive
REVIEW of their residentEXPERIENCE if asked...
but only 8% were asked!
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The raccoonsdon't care if
you are aroundor not, they are
always thereand will
chase YOU off!
”
“
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millions of reviews per DAY
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unintended CONSEQUENCES
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common REPUTATION issues
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beware the UNKNOWN
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getting STARTED
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inventory PRESENCE
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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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reviews are the BEGINNINGof the CONVERSATION
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set OBJECTIVES
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respond to EVERY review
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if you don’t RESPOND…someone else WILL.
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personalize RESPONSES
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positive FEEDBACK
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but say MORE than “thank you”
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constructive CRITICISM
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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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address ANONYMOUS reviewers
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negative FEEDBACK
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apologize & ADMIT MISTAKES
don’t repeat negative comments or company name within the response
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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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proactive PROTECTION
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STATISTICS SOURCES:• Business Insider• Neustar Localeze• Moz
• Shareaholic• Google• Search Engine Journal
• SatisFacts• comScore• Digital Trends
IMAGES CREDIT: Shutterstock, Apartment All Stars, Yelp, Twitter,
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