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

Ratings, Reviews and the Driving Force Behind Reputation

ManagementJanuary 31, 2014

1multifamily-social-media.com

Ratings, Reviews and Reputation Management

multifamily-social-media.com 2

Moderator:Jen Piccotti

SVP Education & ConsultingSatisFacts

Stephanie Haefner

VP Interactive MarketingMadison

Apartment Group

Virginia LoveVP Leasing &

MarketingWaterton

Residential

Carla Sgroie-Marketing

DirectorTrinity Property

Consultants

Melanie StilesVP Marketing &

Training,Milestone

Management


75% of renters base their rental decision on ratings and review information. - For Rent Media Solutions Next Generation Renter Survey, 2013



What is the feedback your front line is giving regarding the impact of ratings and reviews?



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



Proactive approaches to increase volume of ratings and reviews?



In-house vs. On-siteIn-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.



What is your approach on who responds to reviews and why?



Half of the top 10% most trafficked properties on ApartmentRatings.com have a “would recommend” score under 50%.- ApartmentRatings.com User Survey, 2013



What is the positive impact of both positive and negative reviews?



A Virginia court just ruled that Yelp must identify seven anonymous reviewers who left suspected false negative reviews for a carpet-cleaning business.



How might this ruling change things for better or for worse?



Thank you!


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

Marketing

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