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Cracking the Code: How to Respond to Online Reviews

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Online reviews can make or break your business. According to Hubspot, 72% of consumers trust online reviews as much as personal recommendations. In an age when online reviews – on sites like Yelp, ...

Online reviews can make or break your business. According to Hubspot, 72% of consumers trust online reviews as much as personal recommendations. In an age when online reviews – on sites like Yelp, ApartmentRatings.com, Google+ Local, Angie’s List, etc. – have proven to increasingly influence offline consumer behavior, what’s a business to do? How do you respond in ways that maximize a glowing review’s word-of-mouse potential, while also understanding the impact that a negative review can make on your bottom line? Do you find that responding to a review fuels an online argument rather than diffuses it?

Join Ansley Sudderth, Social Media Training and Communications Coordinator with For Rent Media Solutions™, as she provides answers to these commonly asked questions. You'll leave this #FRMSChat knowing how to craft a diplomatic response to negative reviews, boost brand advocacy using positive reviews and create calls to action to get residents and prospects alike to review your property.

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Cracking the Code: How to Respond to Online Reviews Cracking the Code: How to Respond to Online Reviews Presentation Transcript

  • Cracking the Code: How to Respond to Online Reviews Ansley Sudderth Social Media Training & Communications Coordinator
  • Join in the conversation! Chat with @AptsForRent for the chance to win $20!
  • • Why Should I Respond? • How Do I Respond? • Why Don’t People Leave Reviews? • Why Do I Have More Negative Reviews? • How Can I Capture Positive Reviews? • Valuable Links • Q&A Agenda
  • Onlinereviewscanbeconfusing!
  • Why Should I Respond?
  • Online anonymity looks something like...
  • False reviews are…
  • RespondingQuiets theAnonymous
  • RespondingValidatesAll Sentiments
  • Responding DrivesSEO
  • RespondingSafeguards YourReputation
  • TheThingAboutReviews…
  • In-AdReviews
  • Poll Question
  • Who handles responding to reviews at your community?
  • Everyone!
  • How Do I Respond?
  • Understand YourAudience
  • BeAuthentic
  • OfferaSolution
  • KeepItTimely
  • ActivelyListen
  • LearnfromPastMistakes andBe‘Flawsome’
  • BeCourteousand Professional Don’t do this!
  • Don’tPointthe Finger
  • Why Don’t Residents Leave Reviews?
  • NoIncentive
  • Why Do I Have More Negative Reviews?
  • Leads to…
  • Horrible reviews!
  • How Can I Capture Positive Reviews?
  • JustAsk!
  • EmailSignature Jane Doe River Run Village Apartments Leasing Manager p: 404-234-5678 e: jane.doe@riverrunvillage.com See what others have to say about River Run Village on:
  • FirstEncounter: Move-In
  • MoveOut
  • Completed WorkOrder
  • OfficeVisit/GeneralConversation
  • Go you!
  • Valuable Links
  • • Blog post: Six Steps in Building Your Online Reputation http://pro.homes.com/W1B • Helpful pdf: How to Get Your Customers to Review Your Business http://bit.ly/HowtoGetYourCustomerstoReviewYourB usniess • Printable pdf: Online Listings Review Cards http://bit.ly/FRMSReviewCards • Happy Holidays from FRMS! http://bit.ly/FRMSJingle Valuable Links
  • http://www.highervisibility.com/wp-content/uploads/2012/02/seoarticle.jpg?0dfd67 http://bookriot.com/wp-content/uploads/2013/09/Understanding-Online-Star-Ratings-for-Films-Photos-2-289x300.png http://www.claxonmarketing.com/wp-content/uploads/2013/07/stars-300x300.jpg http://whitneym49.files.wordpress.com/2012/06/anongrag.jpg http://actuary21c.smugmug.com/Photography/MyDerived/i-Rq89dCw/0/S/ComplaintVTwoAnonymousActuarie-S.png http://media.tumblr.com/tumblr_lg2stl7N5q1qfr50i.jpg http://reviewreputation.com/wp-content/uploads/2013/03/woman-dispute.jpg http://www.testingmom.com/wp-content/uploads/formula-boy.jpeg http://www.hotelmarketingstrategies.com/wp-content/uploads/2011/03/testimonial-customer-594x394.jpg http://www.zagoumenov.com/wp-content/uploads/2010/04/seo-training.jpg http://behance.vo.llnwd.net/profiles8/531626/projects/4181325/8e41e0cac2d1bf3f07ff81143d29113a.jpg http://www.idontgetit.us/wp-content/uploads/2012/07/photo-promises.jpeg http://www.grassroots-ch.com/Portals/2/incentive_thm.jpg http://www.winningmark.com/wp-content/uploads/2012/05/icons.png http://info.stevebrownapts.com/Portals/150505/images/sba_2-resized-600.jpg http://www.skylineonline.ca/files/u11/Maintenance-Man.jpg http://www.chr-apartments.com/sites/default/files/imagecache/504x296/ewilde_130812_3254.jpg http://miloedwards.com/wp-content/uploads/2012/09/be-authentic.jpg https://encrypted-tbn1.gstatic.com/images?q=tbn:ANd9GcRUzqIxa_g52B6rtAeNnM1y1ycM7p3ZQgIr5k61vv41xDpvHMgJ http://www.sensetoys.com/toys/images/products/largepics/5144_Blue_5_min_timer_250.jpg http://www.bestpharmguide.com/magazine/wp-content/uploads/2010/12/reading.jpg http://timemanagementninja.com/wp-content/uploads/2012/03/erase-mistakes.jpg http://www.crushable.com/wp-content/uploads/2013/12/Tina-Fey-not-cool-GIF.gif http://fancyoatmealblog.files.wordpress.com/2012/08/self-high-five-tina-fey.gif?w=560 http://www.streetinsider.com/images/news/6555068/resize_point_finger.jpg http://callproof.com/wp-content/uploads/2013/07/reputation-management-strategy-.jpg http://www.digitalmarketingdeva.com/responding-to-online-customer-reviews-can-improve-local-seo/ Photo and Statistics Credit