An Apartment Firm’s Web
  Presence - How Customers
          Respond
    Anna Shea, National Marketing Manager
          S...
Session Summary
    Simpson Property Group


    Who is Red Door?


    What is Internet Presence Management?


    The...
Simpson Property Group Overview
    Business goals

      Simplify the path to the community information
           Minim...
Who Is Red Door Interactive?
    We help companies succeed online

      Some of our clients include
           Overstock...
What‟s an Internet Presence?
                          Websites
           Research & Reviews     Branded Video
       Mic...
What is Internet Presence Management?
    A holistic framework to crafting your Web strategy


       Unifying and contro...
Online Customer Relationship Lifecycle
    ACRE Methodology

      Acquire
      Convert
      Retain
      Extend




  ...
Acquire: Tactics
    Search marketing               Blogs
                            

    Email marketing             ...
Convert: Tactics
    Landing pages                  Usability
                            

    Funnels                 ...
Retain: Tactics
    Email                         Consumer generated
                           
                       ...
Extend: Tactics
    Upselling and Suggestion

      Introduce new products and services
      Understand your audience to...
Simpson Property Group

CUSTOMER EXPERIENCE
Acquire   Convert   Retain   Extend


AUDIENCE SEGMENTATION
Acquire: Audience Segmentation
Understanding your audience is the key to success online – both
for the audience you have a...
Acquire: Audience Segmentation




   Define personas to better understand various audience
   segments. This can help dri...
Acquire: Audience Segmentation
    Findings

      Majority of available demographic data is compiled post-
      convers...
Acquire   Convert   Retain   Extend


VISIBILITY AND TRAFFIC
Acquire: Visibility and Traffic
Visibility is critical to creating and maintaining traffic. Oftentimes
people believe that...
Acquire: Visibility and Traffic




  Search Results: Where does your site sit in the „digital shelf space‟?
Acquire: Visibility and Traffic
    Findings

      SEO - Effective Brand Keywords, Niche Keyword
      underperformance,...
Acquire   Convert   Retain   Extend


GROWTH OF SOCIAL MEDIA
Acquire: Growth of Social Media
Social Media allows you to protect and extend brand integrity.
Social Media is very import...
Acquire: Growth of Social Media
                 16,403? This has grown 33% in 10 days.
Acquire: Growth of Social Media




 On Twitter, the term „apartment‟ is mentioned very frequently and consistently,
 and ...
Acquire: Growth of Social Media
    Findings

      Monitoring, but not actively participating in Social
      Involvemen...
Acquire   Convert   Retain   Extend


EMBRACING NEW
TECHNOLOGIES
Acquire: Embracing New Technologies
Your target market wants to adopt these new technologies, and
you should support them....
Acquire: Embracing New Technologies
Fastest-Growing Categories for Daily Mobile Web Access*
                              ...
Acquire: Embracing New Technologies
    Findings

      Online offerings not suited for mobile devices
      Mobile sites...
Acquire   Convert   Retain   Extend


UNDERSTANDING USABILITY
Convert: Understanding Usability
Usability is important because it is the extension of your brand,
customers will equate t...
Convert: Understanding Usability




                                    Convert   Retain   Extend
                       ...
Convert: Understanding Usability



 These are
  links to
    other
subsections
 of this site




                        ...
Convert: Understanding Usability
                 You are here.




                                           Convert   R...
Convert: Understanding Usability




                       Over 90%
                          of the
                    ...
Convert: Understanding Usability
    Findings

      Navigational challenges
      Off-site links are presented in the sa...
Acquire   Convert   Retain   Extend


DIGITAL BRAND EXPERIENCE
Convert: Digital Brand Experience
The importance of branding has not changed much with the
web, but it‟s ability to degrad...
Convert: Digital Brand Experience
Convert: Digital Brand Experience
    Findings

      Each community has a unique URL, and moving toward
      branding i...
Acquire   Convert   Retain   Extend


EFFECTIVE CRM
Retain: Effective CRM
Effective CRM will make the customer feel as though they are
at the Ritz. CRM is a way of doing busi...
Retain: Effective CRM
    Findings

      MRI Residential implemented consistently company-wide
      Online leasing depl...
Acquire   Convert   Retain   Extend


EMAIL MARKETING
Retain: Email Marketing
Email marketing is a low cost, high ROI channel: fast, cost-
effective and measurable. In a down e...
Retain: Email Marketing
    Findings

      Varying, community-level experimentation in the past
      Inconsistent autor...
Acquire   Convert   Retain   Extend


ANALYTICS AND KPI
Measuring Results: Analytics
Mastery of analytics will truly set your online marketing apart
from traditional, with the ab...
Measuring Results: Analytics
    Findings

      Analytics are fully installed at a property level
      Goals and Funnel...
Key Performance Indicators (KPI)
    Primary

      Regional cost per lead
           Cost per lead by medium
       

 ...
Key Performance Indicators (KPI)
    Micro Conversions

      Referred traffic from online paid sources to properties
   ...
Red Door Interactive and Simpson Property Group

SUMMARY                       Understand the audience
                   ...
Red Door Interactive and Simpson Property Group

QUESTIONS AND ANSWERS
Appendix: Tools and Resources
    Fundamentals

      Understanding Analytics
      Usability Best Practices
    Emergent...
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"An Apartment Firm’s Web Presence - How Customers Respond" - Red Door Marketing and Simpson Housing

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Internet advertising experts will provide a thorough breakdown of the elements of a company’s internet presence from corporate site to landing pages to emails and provide insights into how consumers view the entire customer experience. The purpose of this session is to help attendees understand how consumers see their property presence and respond to what is offered at each step of the way. The presenters will be providing tens of thousands of dollars of free consulting insights to the lucky firm that agrees to be analyzed, and to all attendees in general.

Presenters:

Scott Esmond, Director of Business Development, Red Door Interactive

Tony Felice, Senior Strategist, Red Door Interactive

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"An Apartment Firm’s Web Presence - How Customers Respond" - Red Door Marketing and Simpson Housing

  1. 1. An Apartment Firm’s Web Presence - How Customers Respond Anna Shea, National Marketing Manager Simpson Property Group Scott Esmond, Director of Business Development Tony Felice, Senior Web Developer Red Door Interactive
  2. 2. Session Summary Simpson Property Group  Who is Red Door?  What is Internet Presence Management?  The Online Customer Relationship Lifecycle  Simpson Property Group Customer Experience  Fundamentals Findings Recommendations Questions and Answers 
  3. 3. Simpson Property Group Overview Business goals  Simplify the path to the community information Minimize clicks  Communicate  Branding goals  Clean, Consistent, Supportive, Reinforced User goals  Access to actionable information Key Performance Indicators  Cost Per Lease Site Analytics
  4. 4. Who Is Red Door Interactive? We help companies succeed online  Some of our clients include Overstock.com  Cricket Communications  Souplantation Restaurants  Cox Communications  We are an Internet Presence  Management Agency
  5. 5. What‟s an Internet Presence? Websites Research & Reviews Branded Video Microsites Blogs Social Networks Forums Microblogging Podcasts Email RSS Feeds IPM Widgets/Applications Console Gaming Mobile Messaging Online Gaming Mobile Web Interactive TV Location Based Digital Out of Services (GPS) Home Bluetooth Paid Natural Display Search Search
  6. 6. What is Internet Presence Management? A holistic framework to crafting your Web strategy  Unifying and controlling the entire web presence of an organization or company Goals  Increasing a company‟s operational efficiency online Drive and Optimize traffic Measurement  Monitor, Analyze, Report, Optimize Methods  ACRE – Acquire, Convert, Retain, Extend
  7. 7. Online Customer Relationship Lifecycle ACRE Methodology  Acquire Convert Retain Extend Acquire Convert Retain Extend
  8. 8. Acquire: Tactics Search marketing Blogs   Email marketing Social media   Display advertising Word of mouth/Viral   marketing Offline promotions  Ratings and reviews  Acquire Convert Retain Extend
  9. 9. Convert: Tactics Landing pages Usability   Funnels Eyetracking   Navigation Clickstream   Site search Behavioral targeting   Shopping carts Pricing optimization   Content Vocabulary   optimization A/B & Multivariate  Localization  Acquire Convert Retain Extend
  10. 10. Retain: Tactics Email Consumer generated   reviews RSS  Loyalty / Rewards  CRM  Reputation Mgmt.  Customer Lifecycle  Programs Satisfaction / Survey  Social Currency  Acquire Convert Retain Extend
  11. 11. Extend: Tactics Upselling and Suggestion  Introduce new products and services Understand your audience to make educated suggestions Profit Maximization  Identifying your Acquisition Cost Threshold Organizing and unifying your Intellectual Property Integrating affiliates Leveraging partners Acquire Convert Retain Extend
  12. 12. Simpson Property Group CUSTOMER EXPERIENCE
  13. 13. Acquire Convert Retain Extend AUDIENCE SEGMENTATION
  14. 14. Acquire: Audience Segmentation Understanding your audience is the key to success online – both for the audience you have and the audience you want to reach. Define Demographics Understand your customers regardless of lifecycle link  Create Personas Guide design decisions  Reflect online behavior, expectations, preferences  Include demographic, psychographic, behavioral and geographic  attributes Perform task-based segmentation link Reflect how people think about getting things done  Engage the best participants to help you shape your presence  Convert Retain Extend Acquire
  15. 15. Acquire: Audience Segmentation Define personas to better understand various audience segments. This can help drive your design decisions when developing, maintaining and improving your internet presence. Convert Retain Extend Acquire
  16. 16. Acquire: Audience Segmentation Findings  Majority of available demographic data is compiled post- conversion Some communities are beginning to define a target demographic as “professional, driven, and extremely tech-savvy” Recommendations  Continue to identify target demographics per community, and use this intelligence to refine the user experience within those communities online Proactively define the audience segments Convert Retain Extend Acquire
  17. 17. Acquire Convert Retain Extend VISIBILITY AND TRAFFIC
  18. 18. Acquire: Visibility and Traffic Visibility is critical to creating and maintaining traffic. Oftentimes people believe that because information is so accessible, that people will find your site. This is not true, and you must actively pursue visibility. Search Marketing – Search is the #1 activity online SEO/SEM Directories – ILS Local Search Google, Yahoo! Local Social Citysearch, yelp, rentwiki, MyNewPlace Convert Retain Extend Acquire
  19. 19. Acquire: Visibility and Traffic Search Results: Where does your site sit in the „digital shelf space‟?
  20. 20. Acquire: Visibility and Traffic Findings  SEO - Effective Brand Keywords, Niche Keyword underperformance, Organic pickup only SEM – Not Participating ILS – Traditional are heavily leveraged Local Search – Significant opportunity Local Social – Significant opportunity Recommendations  Get aggressive with SEO/SEM, emergent Local Social and continue to support the ILS with high ROI Get aggressive with Local Search SEO Convert Retain Extend Acquire
  21. 21. Acquire Convert Retain Extend GROWTH OF SOCIAL MEDIA
  22. 22. Acquire: Growth of Social Media Social Media allows you to protect and extend brand integrity. Social Media is very important to your target market, and your competitors know it. According to Nielsen, Social Media now accounts for 10% of all time spent on the internet, and is the fourth most popular activity, ahead of email. link Convert Retain Extend Acquire
  23. 23. Acquire: Growth of Social Media 16,403? This has grown 33% in 10 days.
  24. 24. Acquire: Growth of Social Media On Twitter, the term „apartment‟ is mentioned very frequently and consistently, and is compared here to mentions of Ashton Kutcher‟s username, during the week he became the first user to gain 1M followers.
  25. 25. Acquire: Growth of Social Media Findings  Monitoring, but not actively participating in Social Involvement varies across communities Recommendations  Adopt a strategy that favors signal over noise, making efficient use of time Engage, starting with mainstream networks Track and report on Social activity Radian6 link  Andiamo link  Convert Retain Extend Acquire
  26. 26. Acquire Convert Retain Extend EMBRACING NEW TECHNOLOGIES
  27. 27. Acquire: Embracing New Technologies Your target market wants to adopt these new technologies, and you should support them. Mobile access to classified advertising is a key growth area, according to a recent report from Openwave link Points of Interest (POI files) Identifies and maintains geolocation of all  your physical properties Downloadable to car GPS  Aggregated online link  The Apartment Guide iPhone app is currently ranked 18th in free utilities, according to mobclix link Convert Retain Extend Acquire
  28. 28. Acquire: Embracing New Technologies Fastest-Growing Categories for Daily Mobile Web Access* Daily Unique Users Daily Unique Users % Change Jan-08 Jan-09 Accessed News and Information (any) 10,821 22,369 107 Accessed social networking site or blog 1,761 9,278 427 Traded stocks or accessed financial account 1,135 3,274 188 Accessed movie information 1,077 3,072 185 Accessed business directories 939 2,447 161 Accessed entertainment news 2,104 5,470 160 *For categories of usage with monthly audiences above 15 million Three-month Average Ending January 2008 and January 2009 U.S. Mobile Phone Users comScore, Inc. http://www.comscore.com/press/release.asp?press=2752 Convert Retain Extend Acquire
  29. 29. Acquire: Embracing New Technologies Findings  Online offerings not suited for mobile devices Mobile sites in development POI files not offered Recommendations  Begin with mobile support for the current leaders Provide failover text-only alternate versions of sites Compile POI files for your properties and make them available on site and at POI aggregators Convert Retain Extend Acquire
  30. 30. Acquire Convert Retain Extend UNDERSTANDING USABILITY
  31. 31. Convert: Understanding Usability Usability is important because it is the extension of your brand, customers will equate the quality of your site to the quality of your offerings. Best Practices Homepage  Layout  Navigation  Headings, Titles, Labels, Links  Content and web copywriting  508 compliance and accessibility  link Convert Retain Extend Acquire
  32. 32. Convert: Understanding Usability Convert Retain Extend Acquire
  33. 33. Convert: Understanding Usability These are links to other subsections of this site Convert Retain Extend Acquire
  34. 34. Convert: Understanding Usability You are here. Convert Retain Extend Acquire
  35. 35. Convert: Understanding Usability Over 90% of the inbound traffic starts on the homepage Convert Retain Extend Acquire
  36. 36. Convert: Understanding Usability Findings  Navigational challenges Off-site links are presented in the same context as In-site links Some elements lack consistency in content, brand and style Recommendations  Provide structural and positional feedback Differentiate links to off-site content and PDF‟s Work toward unification of content, brand and style Convert Retain Extend Acquire
  37. 37. Acquire Convert Retain Extend DIGITAL BRAND EXPERIENCE
  38. 38. Convert: Digital Brand Experience The importance of branding has not changed much with the web, but it‟s ability to degrade has. Brand is still your first impression. Use clearly identified calls-to-action Convey a consistent, top-shelf message Maintain a Brand Book, and enforce Brand Guidelines Extend the brand into the experience Virtual Tours  Community blogs and social networks  Online Reviews  Convert Retain Extend Acquire
  39. 39. Convert: Digital Brand Experience
  40. 40. Convert: Digital Brand Experience Findings  Each community has a unique URL, and moving toward branding individual communities online Various generations of the brand evolution are still available via clickstream Recommendations  Identify brand gaps and seal Centralize brand resources for companywide access Centralize web code structures for easy evolution Convert Retain Extend Acquire
  41. 41. Acquire Convert Retain Extend EFFECTIVE CRM
  42. 42. Retain: Effective CRM Effective CRM will make the customer feel as though they are at the Ritz. CRM is a way of doing business. Begins when the customer first identifies your brand, but we have to identify the customer. Garbage In, Garbage Out Use multiple touchpoints to identify Inline chat – LivePerson, ClickAndChat  Incentivize self-identification and registration  Empower the customer with various ways to interact with your  brand Tools: SalesForce, GoldMine, SugarCRM, Intuit MRI Convert Retain Extend Acquire
  43. 43. Retain: Effective CRM Findings  MRI Residential implemented consistently company-wide Online leasing deployed nationwide Self-identification not incentivized Difficulty locating an online contact method Recommendations  Implement and incentivize multi-channel self-identification Utilize campaign specific URLs to identify lead sources Convert Retain Extend Acquire
  44. 44. Acquire Convert Retain Extend EMAIL MARKETING
  45. 45. Retain: Email Marketing Email marketing is a low cost, high ROI channel: fast, cost- effective and measurable. In a down economy, marketers can expect e-mail to outperform search High ROI A 2008 Direct Marketers Association study found a $45.06  ROI for every dollar spent on email campaigns 75 percent of marketers state that email marketing is a  good investment in a downturn economy according to the Marketing Sherpa Benchmark 2009. A 2008 Shop.org study found that email has the second  lowest cost-per-order (CPO) of any online marketing method. The email marketing CPO of $6.85 beat paid search, which yielded a $19.33 CPO. Convert Retain Extend Acquire
  46. 46. Retain: Email Marketing Findings  Varying, community-level experimentation in the past Inconsistent autoresponse emails Recommendations  Work with a seasoned provider to design an email marketing strategy Establish best practices to enable communities to manage email marketing Provide branded autoresponse emails Convert Retain Extend Acquire
  47. 47. Acquire Convert Retain Extend ANALYTICS AND KPI
  48. 48. Measuring Results: Analytics Mastery of analytics will truly set your online marketing apart from traditional, with the ability to track, measure and report on every nuance of the customer lifecycle Incorporate Funnels / Goals / Campaigns link Customer Value  Cost per Click  Indentify trends and gaps Enable more effective and efficient Ad Spend
  49. 49. Measuring Results: Analytics Findings  Analytics are fully installed at a property level Goals and Funnels are not yet configured Analytics are not fully utilized Recommendations  Identify key landing pages Use business rules and landing pages to define Funnels and Goals
  50. 50. Key Performance Indicators (KPI) Primary  Regional cost per lead Cost per lead by medium  Cost per lead by source  Regional cost per conversion Cost per conversion by medium  Cost per conversion by source 
  51. 51. Key Performance Indicators (KPI) Micro Conversions  Referred traffic from online paid sources to properties Number of regional properties viewed per session Pages viewed by property – Available properties, virtual tour, floor plan, community features, image gallery Number of online leads by property Number of completed online leases by property
  52. 52. Red Door Interactive and Simpson Property Group SUMMARY Understand the audience  Unify the experience  Flood visibility channels  Convert users online  Track, analyze and report  Optimize your Internet Presence 
  53. 53. Red Door Interactive and Simpson Property Group QUESTIONS AND ANSWERS
  54. 54. Appendix: Tools and Resources Fundamentals  Understanding Analytics Usability Best Practices Emergent Technology  Mobile Usage Statistics POI Factory Social Media  Social Metrics tools on Mashable Growth Rates and Top 20 Social Media sites Using Social Media to Market Apartments Twitter metrics for the term „apartment‟ Interview with Eric Brown

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