Change Your Online Story

2. Lia Nichole Smith
VP of Education and Consulting
SatisFacts Research and ApartmentRatings.com

3. SatisFactsLia
#bestrepwins

6. How is
your online story?

7. your
community online

8. your
new target list

9. is your
new target list
The best place to hide
a dead body:
of
Google search results

10. REPUTATION
MANAGEMENT

11. REPUTATION
MANAGEMENT

12. PREVENTION

13. RECOVERY

14. SOLICITATION

15. REJOICE

16. Give them
something
to talk
about

17. would
leave a positive
review

18. less than
had
been asked

19. Plant seeds of

20. *2014 SatisFacts Index, Insite® Surveys

21. *2014 SatisFacts Index, Insite® Surveys

22. *2014 SatisFacts Index, Insite® Surveys

23. *2014 SatisFacts Index, Insite® Surveys

25. Price is only an issue
in the absence of

26. SENSE OF
COMMUNITY*
*Source: SatisFacts and Ball State University
– 2013

27. APARTMENT
APPEARANCE/CONDITION*
*Source: SatisFacts and Ball State University
– 2013

28. BUILDING EXTERIOR
APPEARANCE/CONDITION*
*Source: SatisFacts and Ball State University
– 2013

29. SAFETY CONCERNS*
*Source: SatisFacts and Ball State University
– 2013

30. OFFICE
RESPONSIVE/DEPENDABLE*
*Source: SatisFacts and Ball State University
– 2013

31. ONLINE
COMPLAINTS*
*ApartmentRatings.com, User Survey – 2013

32. MAINTENANCE
*ApartmentRatings.com, User Survey – 2013

33. POOR
COMMUNICATION
*ApartmentRatings.com, User Survey – 2013

34. NEIGHBORS
*ApartmentRatings.com, User Survey – 2013

35. SAFETY CONCERNS
*ApartmentRatings.com, User Survey – 2013

36. RENTS
DEPOSIT/FEES
*ApartmentRatings.com, User Survey – 2013

37. Should you
to
online reviews?

38. - really care
about consumers*
*Bazaarvoice Study, Oct. 2013

39. - great
customer service*
*Bazaarvoice Study, Oct. 2013

40. - are a
trustworthy brand*
*Bazaarvoice Study, Oct. 2013

41. Apartment hunters get
from
many sources

42. Your online story
should your
community - today

43. Amplify the

44. Address and
resolve the

45. What happens
onsite could end up