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In today's world, consumers are driving the conversations about businesses online. In other words, you are what they tweet! So how do we rock our online reputation and make our residents the stars of our brand?
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REPUTATION MANAGEMENT:HOW TO ROCK YOUR ONLINE REVIEWS
Michaela Alexis, Social Media Manager, CLV GROUP
EVERYBODY HAS AN OPINION…
AND THEY ARE SHARING THEM ONLINE
SOME EYE OPENING STATISTICS
85% of consumers read online reviews to
determine if a local business is good
73% of consumers say positive online
reviews make them trust a business more
65% of consumers say positive online reviews
alone make them likely to use a business
79% of consumers trust online reviews as much
as personal recommendations
IN OTHER WORDS…
YOUR REVIEWS ARE GOLD!
AVOIDING THE GOOGLE REVIEW FILTER
Avoid getting lots of reviews at once (use your best judgment on this, think natural review lifeline)
Don’t use review “stations”: do not request reviews from your office, or ipad on wifi.
Do not offer incentives for leaving reviewsDon’t review yourselfRemind residents to keep account active.
GOOGLE+ REVIEW FILTER CHECKLIST
http://www.localvisibilitysystem.com/wp-content/uploads/2013/05/avoid-google-plus-review-filter.pdf
What to do About Negative Reviews:
Identify issues before they are made public
Provide a business response Flag if inappropriateUse responses as an
opportunity to showcase our customer focus!
HOW TO GET MORE REVIEWS PUBLISHED
BE PROACTIVE • Ask for reviews• Implement a process• Make sure you are fully trained, PMs, make sure your
team is fully trained. • Make it easy for your customers (have cards and
templates handy, walk them through the process if necessary)
• Be the kind of business people WANT to refer• Take advantage of resident touch points (positive
experiences at move in, after maintenance request, upon move out, etc.)
YOU GOT IT, FLAUNT IT!
HAVE PRINTED COPIES OF RECENT REVIEWS TO BRING TO SHOWINGS.
KEEP GOOGLE REVIEW CARDS AT SHOWINGS TO INVITE PROSPECTIVE RESIDENTS TO CHECK US OUT ONLINE
HANG UP RECENT REVIEWS IN RENTAL OFFICE RECOGNIZE THE VALUE OF YOUR TESTIMONIALS
AND IF YOU HAVE CREATIVE IDEAS TO SHOW THEM OFF, TALK TO THE MARKETING TEAM!
