Go beyond scores and ratings - here are 5 things teams can do to protect the community and company brand.

1. Part
1

2. OUR BIG IDEA

3. Reputation
Management
13

4. 81%
Research online
before
contacting the
community
71%
Trust online
ratings and
reviews
32%
Trust the
community or
company’s
website
2017 Online Renter Study, SatisFacts
Beyond
reviews

5. Brand
Protection
15

6. 90%
Executives said
reputation risk
is their biggest
business
challenge
26%
Brand’s market
value attributed
to reputation
97%
Online
reputation is
extremely
important to
their business
Beyond
reviews
Deloitte, 2012
Forbes Insights,2014 Tripadvisor, 2018

7. 5 KEYS

8. words matter

9. Place your screenshot here
Value the
written
word
over the star rating
73%
Fan and Fuel, 2017

10. words
matter
⊙What story do you want your
resident to tell?
⊙“I don’t pay attention to the
‘would recommend’ score
⊙Residents are more apt to
write a review based on
extremes
ApartmentRatingsVisitors Study, 2018

11. missing pieces

12. Place your screenshot here
#1 reason
Buyers don’t
engage with
businesses more
frequently
IRRELEVANT
CONTENT
marketo.com, 2017

13. missing
pieces
⊙Does your online story tell the
whole story?
⊙81% researched online before
making contact
⊙Prospects want it all so they
can determine for themselves
what’s most important
2017 Online Renter Study, SatisFacts

14. the real deal

15. Place your screenshot here
Most
important
to renters when
researching
VERIFIED
RESIDENT
REVIEWS
ApartmentRatingsVisitors Study, 2018

16. the real
deal
⊙Are your reviews trustworthy?
⊙51% can not tell if a review is
fake
⊙Readers pick up on “echoes” -
same story means it must be
true.
ApartmentRatingsVisitors Study, 2018

17. low hanging fruit

18. Place your screenshot here
Would not
rent
at a community
with zero reviews
68%
ApartmentRatingsVisitors Study, 2018

19. low
hanging
fruit
⊙Do residents and prospects
know how easy it is to write a
review?
⊙66% would if asked, 82% have
never been asked
⊙Incite action by using the word
“because”
2017 Online Renter Study, SatisFacts

20. quality of service

21. Place your screenshot here
Changed
their
opinion
about a brand after
the company
responded to a
review
70%
Brightlocal,2017

22. quality of
service
⊙Can responding really make a
difference?
⊙#1 great customer service,
#2 care about residents,
#3 the trustworthy management
⊙Responding is an opportunity to
market to the reader, not set the
record straight
2017 Online Renter Study, SatisFacts

23. KEY TAKEAWAYS

24. Key
takeaways
⊙Reputation management is
reactive, protecting your brand
is proactive
⊙Reputation is determined by
the stories people tell
⊙Focus on the onsite experience