Modernize Marketing
2014 Focus on Sales, Service & Social Media
Amy Kosnikowski Dilisio
AppFolio
Web-Based Property Management Software
Complete Solution Includes:
• Property management and accounting
• Online ...
Grace Hill
• Leading Education Provider

• Apartment-Industry Specific
Training
• Vision Learning
Management System (LMS)
...
Amy Kosnikowski Dilisio
Quintessential Marketing & Training
National Speaker, Industry Educator, Consultant & Marketing St...
Resolution

Why wait to prepare
& adjust?
Good times are going &
competitive days are coming back
Polling Question #1:

What will be your focus in 2014
to gain your competitive edge?
I. SALES
1. Go With Your Strengths
Tap Into Your Personal Strengths
Serve
Sell
Communicate
Manage
Polling Question #2

How is technology best assisting you
and your teams to sell & lease?
I. SALES
2. Gadgets & Gizmos Galore
Personalization & Customization
Technology Can Empower
ONE: Keep The Connection Personal
TWO: Resist reliance on tools
Sales Tools In Action
Video
At the end of the day…

Choose The Best Tools
I. SALES
3. Improved Q & A with Active Listening
Active Listening Skills
Listen Carefully
•
•
•
•

Focus & tune in to the message
Good eye contact
Gain the answers to questions
Positions you to b...
II. Customer Service
Customer service is the new marketing
“Customer service shouldn’t just be a
department. It should be the entire company.”
...
Polling Question #3:

How many consumers would pay
more for a better customer
experience?
86% of consumers will pay more
for a better customer experience.

(Source: RightNow Customer Experience Impact Report 2011...
80% of companies say they deliver
“superior” customer service.

8% of people think these same companies
deliver “superior”...
Customer service a series of activities
designed to enhance the level of
satisfaction resulting in the feeling
that a prod...
II. Customer Service
1. Stellar Service Standards
Awesome Customer Service Means…
•
•
•
•

Doing ordinary things extraordinary well
Adding value and integrity to every inte...
Our customer is the most important
person and the reason for success.
Customer Centric Statements
“You’re the customer – you sign my paycheck!”

“You’re not an interruption – you’re the reason...
A Stellar Service Culture:
• What does the customer want right now?
• How can I best help them?
• How can I make this cust...
Want to know what our
residents value?
Value What They Value
Polling Question #4:

What are the top areas that impact
a resident’s perception that they
are getting a great value?
How Residents Define Value
What Impacts The Perception of Value
How Residents Define Value
The Top 5 Topics That Impact Perception of Value
1.
2.
3.
4.
5.

“Sense of community“ felt amon...
II. Customer Service

2. Little Things =
What Is The

Of Little Things?
Little Things=Big Impact
•
•
•
•
•

Care with compassion
Enthusiasm and passion for serving
Have a great attitude
Make all...
Good Customer Service

Going The Extra Mile

Smile & Wave At Resident

Use name; ask about
family/job/vacation;
assist if ...
Brainstorm Good Service
To Going The Extra Mile
As A Team
II. Customer Service
3. The Power of Teamwork
Win/Win = One Team
Leasing
+ Management
+ Service = All Working Together
Together
Each
Achieve
More
Happy Residents Result From Happy Employees
• Love Company + Positive Attitude= High Ownership
• Treated Well in an Health...
Customers are starved
for good service:
common courtesies
quality job well done
rapid response
Polling Question #5:

In what way does social
media assist you the MOST?
Social Media
In my opinion…
III. Social Media
1. Connection Creates Community
Humans need & want to connect
Essential Needs:
• Emotionally connected
• Being part of a community
• Friendship
We are social beings
We must first be social with our
customers before social media can work.
Face To Face
Irreplaceable & The Hot Trend
III. Social Media
2. Balancing The Connection Offline & Online
Embrace Technology
III. Social Media
3. What Really Works
What Makes You Liked?
Got Fans?

Be Interesting & Interested
Status Updates Are Important
Fans Care & Want More
Top Status Updates
Fans Want To See:
1. Life Experiences What have you been up to? Where have you been?
How does your comm...
Valuable Advice
Share links, videos, save time & money
Recipe

Cool Gadget

National Guacamole Day Sept 16th

Smart Glasses
Entertain Me!
What’s Going On In The Neighborhood
Want Interaction?
Get Personal
Three Areas / Three Focuses

Service

Sales

Social
Media
Why Not Set 3 Goals?
“Once you decide what you want–
You make a commitment to that decision.
Watch your life move forward.”
-Oprah Winfrey
Modernize Marketing
2014 Focus on Sales, Service & Social Media
Amy Kosnikowski Dilisio
amy@theQstandard.com

www.theQstan...
Modernize Your Marketing For 2014 | Webinar with Amy Kosnikowki (Property Management Industry)
Modernize Your Marketing For 2014 | Webinar with Amy Kosnikowki (Property Management Industry)
Modernize Your Marketing For 2014 | Webinar with Amy Kosnikowki (Property Management Industry)
Modernize Your Marketing For 2014 | Webinar with Amy Kosnikowki (Property Management Industry)
Modernize Your Marketing For 2014 | Webinar with Amy Kosnikowki (Property Management Industry)
Modernize Your Marketing For 2014 | Webinar with Amy Kosnikowki (Property Management Industry)
Modernize Your Marketing For 2014 | Webinar with Amy Kosnikowki (Property Management Industry)
Modernize Your Marketing For 2014 | Webinar with Amy Kosnikowki (Property Management Industry)
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Modernize Your Marketing For 2014 | Webinar with Amy Kosnikowki (Property Management Industry)

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With our co-hosts Grace Hill, we hosted an informative webinar titled ‘Modernize Your Marketing for 2014,” featuring Amy Kosnikowki, one of the industry’s finest educators. Amy is a fantastic presenter and this webinar was packed with great tips to teach owners and executives how to sharpen their marketing, leasing, and social media skills to gain a competitive advantage in 2014.

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  • Listen ... Then Listen Some More
  • A big difference (72%)—this may make you think How good are we in service?
  • .
  • Modernize Your Marketing For 2014 | Webinar with Amy Kosnikowki (Property Management Industry)

    1. 1. Modernize Marketing 2014 Focus on Sales, Service & Social Media Amy Kosnikowski Dilisio
    2. 2. AppFolio Web-Based Property Management Software Complete Solution Includes: • Property management and accounting • Online rent collection (free) • Prospect / guest card tracking • Marketing • Website • Payment processing • Online applications • Resident Screening So You Run A More Successful Business
    3. 3. Grace Hill • Leading Education Provider • Apartment-Industry Specific Training • Vision Learning Management System (LMS) www.gracehilllearning.com
    4. 4. Amy Kosnikowski Dilisio Quintessential Marketing & Training National Speaker, Industry Educator, Consultant & Marketing Strategist Email: Amy@theQstandard.com Telephone: 704.846.8210 Website: TheQstandard.com Facebook: Quintessential Marketing & Training & Amy Kosnikowski Dilisio LinkedIn: Amy Kosnikowski Dilisio For over 23 years, Amy has been a proven leader in sales, leasing, management and marketing real estate assets. Amy began her career onsite as a leasing professional and then quickly advanced to the executive level as Director of Marketing & Training with Summit Properties and Oakwood Worldwide. Based out of Charlotte, North Carolina, Amy has serves as the principal of Quintessential Marketing & Training, a consulting firm known for innovative marketing solutions, strategic consulting services and unforgettable education sessions.
    5. 5. Resolution Why wait to prepare & adjust?
    6. 6. Good times are going & competitive days are coming back
    7. 7. Polling Question #1: What will be your focus in 2014 to gain your competitive edge?
    8. 8. I. SALES
    9. 9. 1. Go With Your Strengths
    10. 10. Tap Into Your Personal Strengths Serve Sell Communicate Manage
    11. 11. Polling Question #2 How is technology best assisting you and your teams to sell & lease?
    12. 12. I. SALES 2. Gadgets & Gizmos Galore Personalization & Customization
    13. 13. Technology Can Empower
    14. 14. ONE: Keep The Connection Personal
    15. 15. TWO: Resist reliance on tools
    16. 16. Sales Tools In Action
    17. 17. Video
    18. 18. At the end of the day… Choose The Best Tools
    19. 19. I. SALES 3. Improved Q & A with Active Listening
    20. 20. Active Listening Skills
    21. 21. Listen Carefully • • • • Focus & tune in to the message Good eye contact Gain the answers to questions Positions you to best help them
    22. 22. II. Customer Service
    23. 23. Customer service is the new marketing “Customer service shouldn’t just be a department. It should be the entire company.” - Tony Hsieh, CEO of Zappos
    24. 24. Polling Question #3: How many consumers would pay more for a better customer experience?
    25. 25. 86% of consumers will pay more for a better customer experience. (Source: RightNow Customer Experience Impact Report 2011)
    26. 26. 80% of companies say they deliver “superior” customer service. 8% of people think these same companies deliver “superior” customer service. (Source: RightNow Customer Experience Impact Report 2011)
    27. 27. Customer service a series of activities designed to enhance the level of satisfaction resulting in the feeling that a product or service had met the customer’s expectation.
    28. 28. II. Customer Service 1. Stellar Service Standards
    29. 29. Awesome Customer Service Means… • • • • Doing ordinary things extraordinary well Adding value and integrity to every interaction Discovering new ways to delight those you serve Surprising yourself with how much you care
    30. 30. Our customer is the most important person and the reason for success.
    31. 31. Customer Centric Statements “You’re the customer – you sign my paycheck!” “You’re not an interruption – you’re the reason we are here!”
    32. 32. A Stellar Service Culture: • What does the customer want right now? • How can I best help them? • How can I make this customer happy?
    33. 33. Want to know what our residents value?
    34. 34. Value What They Value
    35. 35. Polling Question #4: What are the top areas that impact a resident’s perception that they are getting a great value?
    36. 36. How Residents Define Value What Impacts The Perception of Value
    37. 37. How Residents Define Value The Top 5 Topics That Impact Perception of Value 1. 2. 3. 4. 5. “Sense of community“ felt among residents and staff Appearance & condition of apartment Appearance & condition of building exteriors Level of safety and security at community Responsiveness & dependability of office staff Based on collaborative study by SatisFacts and Ball State University
    38. 38. II. Customer Service 2. Little Things =
    39. 39. What Is The Of Little Things?
    40. 40. Little Things=Big Impact • • • • • Care with compassion Enthusiasm and passion for serving Have a great attitude Make all interactions memorable Zero excuses
    41. 41. Good Customer Service Going The Extra Mile Smile & Wave At Resident Use name; ask about family/job/vacation; assist if needed Package Acceptance/Storage Text notification; drop off inside door; curbside service
    42. 42. Brainstorm Good Service To Going The Extra Mile As A Team
    43. 43. II. Customer Service 3. The Power of Teamwork
    44. 44. Win/Win = One Team Leasing + Management + Service = All Working Together
    45. 45. Together Each Achieve More
    46. 46. Happy Residents Result From Happy Employees • Love Company + Positive Attitude= High Ownership • Treated Well in an Healthy Work Environment
    47. 47. Customers are starved for good service: common courtesies quality job well done rapid response
    48. 48. Polling Question #5: In what way does social media assist you the MOST?
    49. 49. Social Media
    50. 50. In my opinion…
    51. 51. III. Social Media 1. Connection Creates Community
    52. 52. Humans need & want to connect
    53. 53. Essential Needs: • Emotionally connected • Being part of a community • Friendship
    54. 54. We are social beings
    55. 55. We must first be social with our customers before social media can work.
    56. 56. Face To Face Irreplaceable & The Hot Trend
    57. 57. III. Social Media 2. Balancing The Connection Offline & Online
    58. 58. Embrace Technology
    59. 59. III. Social Media 3. What Really Works
    60. 60. What Makes You Liked?
    61. 61. Got Fans? Be Interesting & Interested
    62. 62. Status Updates Are Important Fans Care & Want More
    63. 63. Top Status Updates Fans Want To See: 1. Life Experiences What have you been up to? Where have you been? How does your community improve a resident’s life experiences? 2. Advice 3. Entertainment
    64. 64. Valuable Advice Share links, videos, save time & money
    65. 65. Recipe Cool Gadget National Guacamole Day Sept 16th Smart Glasses
    66. 66. Entertain Me!
    67. 67. What’s Going On In The Neighborhood
    68. 68. Want Interaction? Get Personal
    69. 69. Three Areas / Three Focuses Service Sales Social Media
    70. 70. Why Not Set 3 Goals?
    71. 71. “Once you decide what you want– You make a commitment to that decision. Watch your life move forward.” -Oprah Winfrey
    72. 72. Modernize Marketing 2014 Focus on Sales, Service & Social Media Amy Kosnikowski Dilisio amy@theQstandard.com www.theQstandard.com

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