Ratings, Reviews and the Driving Force Behind Reputation Management- Panel

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Online ratings and reviews now have a significant and growing impact on a prospect’s apartment search, but a property’s online reputation can only be as good as its residents’ on site and online experience. This panel discussion provides insight into how property management companies can channel the resident and prospect perceived experience, translate that into a positive online reputation, and ultimately increase traffic. A key to achieving this goal is to manage the resident experience to meet their expectations, encourage and facilitate positive resident experiences into positive online ratings and reviews, and respond appropriately to those ratings and reviews. Resident satisfaction research findings and case studies are included to present a clear case for the value of understanding the power of a property’s online reputation and how to manage it effectively.

Discussion points include:
-The continued growth and importance of the impact of ratings and reviews
-Proactive approaches to leveraging resident feedback to increase traffic
-The positive impact of both positive and negative reviews
-Corporate vs property manager response to reviews
Moderator: Jen Piccotti,SVP Education and Consulting
SatisFacts Research
Panelists:
-Stephanie Haefner, VP Marketing, Madison Apartment Group
-Carla Sgroi,e-marketing Director, Trinity Property Consultant
-Melanie Stiles, VP Marketing and Training, Milestone Management
-Virginia Love, Vice President, Leasing and Marketing
Waterton Residential





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Ratings, Reviews and the Driving Force Behind Reputation Management- Panel

  1. 1. Ratings, Reviews and the Driving Force Behind Reputation Management January 31, 2014 multifamily-social-media.com 1
  2. 2. Ratings, Reviews and Reputation Management Moderator: Jen Piccotti SVP Education & Consulting SatisFacts Stephanie Haefner VP Interactive Marketing Madison Apartment Group Virginia Love VP Leasing & Marketing Waterton Residential Carla Sgroi e-Marketing Director Trinity Property Consultants multifamily-social-media.com Melanie Stiles VP Marketing & Training, Milestone Management 2
  3. 3. Ratings, Reviews and Reputation Management 75% of renters base their rental decision on ratings and review information. - For Rent Media Solutions Next Generation Renter Survey, 2013 multifamily-social-media.com 3
  4. 4. Ratings, Reviews and Reputation Management What is the feedback your front line is giving regarding the impact of ratings and reviews? multifamily-social-media.com 4
  5. 5. Ratings, Reviews and Reputation Management 63% of residents say they would post a positive review if asked, yet only 9% have been asked. - Inside the Head of the Online Renter e-book, SatisFacts and 30Lines, 2012 multifamily-social-media.com 5
  6. 6. Ratings, Reviews and Reputation Management Proactive approaches to increase volume of ratings and reviews? multifamily-social-media.com 6
  7. 7. Ratings, Reviews and Reputation Management In-house vs. On-site In-house expert: emotionally removed from situation to professionally manage a company’s online story. Community manager: able to speak with authority and understanding of their own community. multifamily-social-media.com 7
  8. 8. Ratings, Reviews and Reputation Management What is your approach on who responds to reviews and why? multifamily-social-media.com 8
  9. 9. Ratings, Reviews and Reputation Management Half of the top 10% most trafficked properties on ApartmentRatings.com have a “would recommend” score under 50%. - ApartmentRatings.com User Survey, 2013 multifamily-social-media.com 9
  10. 10. Ratings, Reviews and Reputation Management What is the positive impact of both positive and negative reviews? multifamily-social-media.com 10
  11. 11. Ratings, Reviews and Reputation Management A Virginia court just ruled that Yelp must identify seven anonymous reviewers who left suspected false negative reviews for a carpet-cleaning business. multifamily-social-media.com 11
  12. 12. Ratings, Reviews and Reputation Management How might this ruling change things for better or for worse? multifamily-social-media.com 12
  13. 13. Ratings, Reviews and Reputation Management Thank you! multifamily-social-media.com 13

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