Workshop: An Apartment Manager’s Crash Course on Social Media Marketing by Erica Campbell Byrum
-
Upload
multifamily-social-media -
Category
Social Media
-
view
813 -
download
0
Transcript of Workshop: An Apartment Manager’s Crash Course on Social Media Marketing by Erica Campbell Byrum
-
SOCIAL MEDIA MARKETING CRASH COURSE
ERICA CAMPBELL BYRUMDirector of Social Media Co-Author of Youtility for Real Estate
@EricaCampbell @AptsForRent #MFSMS
-
TRENDS
1. REPUTATION MATTERS 2. CREATING YOUTILITY 3. VISUAL CONTENT EXPLODES 4. EMPLOYEE & FAN ADVOCACY 5. REAL-TIME MARKETING 6. GO MOBILE OR GO HOME
-
used Facebook to interact with a brand.
liked a product on Facebook.
used Facebook to research products
at least once a week.
wrote an online post about a
product.
wrote a product
review online.
-
MONTHLY USERS
MONTHLY MOBILE UNIQUE VISITORS & REVIEWS
MONTHLY USERS
MONTHLY USERS
MONTHLY USERS MONTHLY USERS
1.49 BILLION
83 MILLION
304 MILLION
300 MILLION
300 MILLION 100 MILLION
-
PR
SALES
CUSTOMER RETENTION
MARKETING
SEO
COMP ANALYSIS
SOCIAL MEDIA
6 TRADITIONAL BUSINESS FUNCTIONS ENHANCED BY SOCIAL MEDIA
-
Remain Competitive Build Trust & Relationships Increase Exposure & Traffic Build Your Brand Identity Customer Service Lead Generation Improve Search Rankings
Growth of Business Partnerships Improve Sales Market Insights Reduce Marketing Costs More Loyal Residents Personalized Service
BENEFITS OF SOCIAL MEDIA
-
20149.4% 13.2% 21.4%
2015 2020
SOURCE: DUKE UNIVERSITY CMO SURVEY
CHIEF MARKETING OFFICERS SPEND ON SOCIAL MEDIA
-
THE ROI OF SOCIAL MEDIAIS THAT YOUR BUSINESS
WILL STILL EXIST IN 5 YEARS.
- ERIK QUALMAN , AUTHOR OF SOCIALNOMICS
-
SOCIAL MEDIA TRENDS6
-
1. REPUTATION MATTERS
-
REPUTATION IS AN ASSET &MUST BE MANAGED LIKEOTHER ASSETS.
-
92% OF INTERNET USERS READ REVIEWS AND 89% OF PEOPLE SAY REVIEWS INFLUENCE THEIR PURCHASE DECISIONS.
- E TAILING GROUP
-
A DIFFERENCE OF ONE STAR IN THE AVERAGE RATING CAN LEAD TO A 5% - 9% DIFFERENCE IN REVENUES.
- HARVARD BUSINESS REVIEW
-
40%
60%
25% 17% 17% 15%
75% 83% 83% 85%
2010 2011 2012 2013 2014
Before Entering a Store In-Store
BUYING DECISIONS ARE MADE ONLINE!
Source: Nielson
-
Source: Google
MICRO-MOMENTS
-
Source: Google
-
1. ESTABLISH AN IDENTITY
-
FOUR PILLARS OF
LISTINGS REPUTATION WEBSITE SOCIAL300+ places your business can be
found online.
Consumers control the conversation
online.
Your web presence must be
optimized for mobile.
No longer a nice to have. It is now
a must have.
THE VIRTUAL DOORWAY
-
WHAT YOU SAY ABOUT YOURSELF!
DIGITAL FOOTPRINT
-
WHAT OTHERS SAY ABOUT YOU!
DIGITALSHADOW
-
VIRTUAL DOORWAY IS ON THE WEB
-
VIRTUAL DOORWAY IS ON SOCIAL MEDIA
-
ONE OF THE BIGGEST ISSUES BUSINESSES FACE!BEING FOUND
-
GOOGLE+
CONSISTENT BUSINESS LISTING DATAA SOCIAL MEDIA PRESENCE
GOOGLE REVIEWS
1
2
3
4
THE 4 THINGS EVERY PROPERTY NEEDS:
-
GOOGLE+1
-
GOOGLE REVIEWS2
-
GOOGLE SNACK PACK RESULTS
-
KNOWLEDGE GRAPH
-
CONSISTENT BUSINESS LISTING DATA ACROSS MORE THAN 300 SITES3
THE BIG 4 Create and correct listings on the following:
DATA PROVIDERS Syndicate local business listings to four major
data providers through Listing Distribution
-
A SOCIAL MEDIA PRESENCE
4
-
OPTIMIZE LISTINGS
-
PROFILE IMAGE 110 X 110
DESCRIPTION
WEBSITE LINK
IMAGE SIZE 640 X 640 (A 1:1
RATIO)
-
SEO-RICH DESCRIPTION
LINK & GET SITE VERIFIEDLOCATION
-
PHOTO/TEXT
URL
SEO-RICH DESCRIPTION
CATCHY TITLE
ATTRIBUTION
-
SEO-RICH DESCRIPTION & LINK
LINKS
-
TITLE & SUBTITLE
#HASHTAGS
+ 1s
COMMENTS
SUMMARY
LINK
IMAGE
SHARES
-
LINKS
ICON & CHANNEL ART
CHANNEL NAME
FEATURED VIDEO
-
2. MANAGE REVIEWS
-
MONITOR REVIEWS
I love this apartment!
Management is horrible!
-
SEARCH GOOGLE REVIEWS
-
SEARCH ON TOP REVIEW SITES
-
SEARCH YOUR COMPETITORS REVIEWS
THIS IS A GIFT!
-
THE 3 TYPES OF REVIEWS 2. NEGATIVE REVIEWS 3. HEALTHY, UNMANAGED REVIEWS
1. NO REVIEWS / NO RECENT REVIEWS
-
SAY YOURE SORRY!Im really sorry you had a negative experience at our property. We really pride ourselves on providing good customer service and an exceptional experience.
1
-
LEAVE SOME MARKETINGIm really sorry you had a negative experience at our property. We really pride ourselves on providing good customer service and an exceptional experience. 1
2This must be an isolated incident, as normally people rave about our customer service - from the leasing agent at our property. I am anxious to hear what happened to see if we can rectify the situation.
-
GET THE CUSTOMER ON THE PHONE!Im really sorry you had a negative experience at our property. We really pride ourselves in providing good customer service and an exceptional experience.
This must be an isolated incident, as normally people rave about our customer service - from the leasing agent at our property. I am anxious to hear what happened to see if we can rectify the situation.
Id love for you to call me so we can work this out. My name is Erica Byrum and Im the property manager - please give me a call at 555.666.777.
1
2
3
-
BEST PRACTICES FOR HANDLING REVIEWS
RULE 1: Never write a response while angry. RULE 2: Respond quickly and publicly. RULE 3: Always assume the resident is right, even if you know theyre not. RULE 4: Show the steps youve taken to resolve the situation. RULE 5: Take the conversation offline.
-
ASK FOR
REVIEWS
During the Lease-Signing
Process
Renewal
Office Visit
Work Order /Call Back
Move Out
-
SHARE POSITIVE REVIEWS
-
SHARE POSITIVE REVIEWS
-
GOOGLE AD EXTENSION
-
3. IMPROVE ENGAGEMENT
-
CUSTOMER SERVICE
GENERATING LEADS BUILDING FANS
SUCCESSFUL SOCIAL MARKETING
-
HAVING A SOCIAL MEDIA CHANNEL YOU DONT MONITOR IS LIKE HAVING PHONE LINES AT YOUR PROPERTY THAT ARE NEVER ANSWERED.
1. CUSTOMER SERVICE
-
CONSUMERS DECLARE THEIR INTENTIONS ON SOCIAL MEDIA DAILY!
I need to find an apartment in
Dallas!I need help
moving!Im looking for a
roommate!
2. GENERATE LEADS
-
3. BUILDING FANS
YOUTILITY & VISUAL CONTENT
-
2. CREATING YOUTILITY
-
BEING A GREAT MARKETER IS HARDER THAN EVER
Source: Jay Baer
-
3 REASONS WHY
Source: Jay Baer
-
1. CONSUMER BEHAVIOR CHANGE
Source: Jay Baer
-
Source: Jay Baer
0
37.5
75
112.5
150
DAILY TIME SPENT, IN MINUTES
147 Smartphone
108 Computer
113 TV
50 Tablet
-
2. REAL-TIME REPUTATION
Source: Jay Baer
-
Source: Jay Baer
-
Source: Jay Baer
-
74% TRUST REFERRALS FROM FRIENDS/CO-WORKERS & 67.7% TRUST REVIEWS.
- SATISFACTS RESEARCH
-
3. ENORMOUS COMPETITION FOR ATTENTION
Source: Jay Baer
-
YOU ARE COMPETING AGAINST THE PEOPLE WE ACTUALLY LOVE
Source: Jay Baer
-
WHAT SHOULD YOU DO NOW?
Source: Jay Baer
-
STOP TRYING TO BE AMAZING, AND START BEING USEFUL
Source: Jay Baer
-
IN NEW LEASES $150,000
-
THE DIFFERENCE BETWEEN HELP AND HYPE IS JUST TWO LETTERS, BUT THEY MAKE ALL THE DIFFERENCE.
- @JAYBAER
-
YOUTILITY
-
YOUTILITY
SO USEFUL, PEOPLEWOULD PAY
IS MARKETING
YOU FOR IT.
-
CREATE YOUTILITY THROUGHOUT THE FUNNEL
Source: Jay Baer
@JAYBAER
-
SHOTGUNS
RIFLES. - @JAYBAER
TRUMP
-
THE RIFLE APPROACH SAYS DONTGET INVOLVED IN A PLATFORMUNLESS YOU CAN DO IT RIGHT.
- @JAYBAER
-
Source: Convince&Convert
-
THE SHOTGUN APPROACH SAYS YOU SHOULD BE EVERYWHERE
AND THAT TOTAL PLATFORM SIZE IS SECONDARY (AND POSSIBLY IRRELEVANT).
- @JAYBAER
-
Source: Convince&Convert
-
CREATE CONTENT THAT PEOPLE
INCENTIVE TOSHARE.WILL HAVE AN
-
#1 REAL ESTATE BOOK ON AMAZON
ONLY $2.99
-
3. VISUAL CONTENT EXPLODES
-
@garyvee
-
Not just for selfies & recipes!
-
WHY IS VISUAL CONTENT IMPORTANT?
-
90% OF INFORMATION TRANSMITTED TO THE BRAIN IS
VISUAL, AND VISUALS AREPROCESSED 60,000X FASTER IN
THE BRAIN THAN TEXT.
Sources: 3M Corporation and Zabisco
-
40% OF PEOPLEWILL RESPOND BETTER TO
VISUAL INFORMATION THANPLAIN TEXT.
Source: Zabisco
-
POSTS WITHATTRACT 3X MORE
INBOUND LINKS THAN PLAIN TEXT POSTS.
Source: SEOmoz
VIDEOS
-
VISUAL CONTENT ISSOCIAL MEDIA-READY.
ITS EASILY SHAREABLE AND EASILY PALATABLE.
Source: Wishpond.com
-
VISUAL STORIES HELP PEOPLEIDENTIFY WITH YOUR
ORGANIZATION.
-
A VISUAL DISCOVERY TOOL (GUIDE TO LIFE)
-
1. Meet The Team 2. Floor Plans 3. Resident Events 4. Resident Reviews 5. Lifestyle Content 6. Local 7. Staging Models 8. Videos 9. Expert Advice 10.Marketing Ideas
10 PINTEREST IDEAS
-
CHECKLISTS & INFOGRAPHICS
24.3K SOCIAL ENGAGEMENTS
4,697 UNIQUE VISITORS
6,502 PAGE VIEWS
-
GET VERIFIED ON PINTEREST
-
PINTEREST ANALYTICSTrack how many people are pinning from your website, seeing your pins, and clicking your content.
-
PIN WIDGETEmbed bigger pins on your site. Clickthrough rates increased by 8x.
-
PIN WIDGETEmbed bigger pins on your site.
-
PROFILE & BOARD WIDGETShow up to 30 of your latest pins and favorite boards latest pins on your site.
-
PINTEREST RICH PINSPlace Pin: Include a map, address and phone number.
-
PINTEREST RICH PINSPlace Pin: Include a map, address and phone number.
-
PINTEREST RICH PINSRecipe Pin: Include ingredients and cooking times.
-
PINTEREST RICH PINSProduct Pin: Include real-time pricing, availability and where to buy.
-
PINTEREST EXPAND PIN
-
PINTEREST BUY IT BUTTON
-
PINTEREST PROMOTED PINS
-
A SIMPLE WAY TO VISUALLY TELL YOUR STORY
-
1. Amenities 2. Specials 3. Resident Events 4. Lifestyle 5. Happy Residents 6. Company Culture 7. Behind The Scenes 8. Local 9. Sneak Peeks 10.Meet The Team
10 INSTAGRAM IDEAS
-
REPOST & SHARING
-
INSTAGRAM AD FORMATS
PHOTO ADS VIDEO ADS CAROUSEL ADS
-
INSTAGRAM AD OBJECTIVES
CLICKS TO WEBSITE
WEBSITE CONVERSIONS
MOBILE APP INSTALLS/
ENGAGEMENTVIDEO VIEWS
-
INSTAGRAM INFLUENCERS
-
INSTAGRAM INFLUENCERS
-
INSTAGRAM TAKEOVERS
-
INSTAGRAM TAKEOVERS
-
INSTAGRAM TAKEOVERS
-
INSTAGRAM CONTEST
#mypbstory
-
INSTAGRAM CONTEST
-
INFOGRAPHICS
-
CANVA
-
PHONTO
RHONNA DESIGNS
PIC FRAME
FLIPAGRAMPICMONKEY
INFOGR.AMCANVA
PICTOCHART
FREE & LOW-COST EDITING &
DESIGN TOOLS
-
LIVE STREAMING & MICRO VIDEO
-
LIVE STREAMING VIDEO
-
PERISCOPE
-
Source: Raj Qsar
HYPERLAPSE
-
GOPRO & FACETIME TOURS
-
MINI WEB SERIES
-
10 MIN BREAK
-
4. EMPLOYEE & FAN ADVOCACY
-
WHAT IS ONE OF THEBIGGEST CHALLENGES
WE HAVE TODAY?
-
CONTENT
-
CONTENTIS KING
-
CONTESTS
-
CONTESTS IS
KING
-
WHY SHOULD ANYONECARE ABOUT
CONTESTS??
-
CONTESTS CONTENT=
-
EMPLOYEE ACTIVATIONYour employees have a vested interest in your companys success. They will be your most committed and enthusiastic ambassadors. Providing them the opportunity and support to be visible spokespeople on behalf of your brand drives employee engagement, inspires collaboration and improves customer experiences.
- Susan Emerick, IBM
-
CONTENT - A -THON
255 STATUS UPDATES
30+ BLOG TOPIC IDEAS
-
The Power of Pinterest
2,202 PHOTOS
RUN A CONTESTCrowdsource content from employees and residents.
-
DE SUMMER
FUN
-
CONTESTS ARE THE GIFT THAT KEEPS ON GIVING
-
CROWDSOURCED ADS
-
#ForRentLife
-
COOLEST SPACE
JULY 2011
IN YOUR PLACE
Cost: $3,300
1. Submit photos to Facebook Page 2. Judges selected 5 semifinalists 3. Public voted for their favorite photo
How to Enter:
Grand Prize Winner - $2,500 Four Finalists - $200 gift cards
Prizes:
251 photos 2,213 votes 19,860 visits to Facebook app Increase of 640 new Facebook Fans
Key Metrics:
-
ENTRIES
-
WINNER
4 SEMI-FINALISTS
-
BLOG POST
-
KEY BLOG METRICS: Blog traffic increased 4x in Sept. 11 255,000+ page views 214,000+ daily unique visitors 140 comments Nearly 60% of blog traffic came from post in Dec. 12
-
BLOG CONTRIBUTOR
-
RE-OPTIMIZED BLOG POST
-
50,000+ NON-PAID VISITS TO THE POST IN
2014
-
WIN WIN
-
9 WINNING METHODS
BEFORE CONTEST 1. Set Goals 2. Define Contest 3. Concepting 4. Plan Promotion 5. Awesomeness
DURING CONTEST 6. Seed and Promote 7. Manage
AFTER CONTEST 8. Crown 9. Measure
-
YOUR FANSBECOME YOUR...
CONTENT CREATORS
-
CONTESTS CONTENT=
-
NEARLY 7,000 PHOTOS,200+ VIDEOS, 900 PINTEREST BOARDS&THOUSANDS OF NEW CONTENTCONTRIBUTORS
-
5. REAL-TIME MARKETING
-
RIDE THE TRENDS
-
RIDE THE TRENDS
-
RIDE THE TRENDS
PUMPKINSPICE
-
RIDE THE TRENDS
LUMBERSEXUALS
-
ALIGN WITH A TV EVENT
-
ALIGN WITH A TV EVENT
-
ALIGN WITH A TV EVENT
-
Source: Adobe SiteCatalyst
WALKINGDEAD
ALIGN WITH A TV EVENT
3.1K SOCIAL ENGAGEMENTS
6,888 UNIQUE VISITORS
10,296 PAGE VIEWS
-
BEST INFOGRAPHIC AWARD
-
GAME OFTHRONES
ALIGN WITH A TV EVENT
-
Source: Adobe SiteCatalyst
ALIGN WITH A MOVIE
JURASSICWORLD
3.1K SOCIAL ENGAGEMENTS
592 UNIQUE VISITORS
852 PAGE VIEWS
-
FACEBOOK ADS
-
MAKE IT PERSONAL
-
HOST AN INSTAMEET EVENT
-
6. GO MOBILE OR GO HOME
-
84% 75% 40%ACTIVELY SEARCH USING MOBILE.
USE THEIR MOBILE DEVICE TO CONTACT A COMMUNITY.
OF MOBILE USERS USE VIDEO WHEN MAKING A DECISION.
GO MOBILE OR GO HOMESource: For Rent Media Solutions Apartment Searching White Paper, August 2015.
-
WEB CONTENT SHARED ON SOCIAL SHOULD BE MOBILE FRIENDLY
-
IN-APP SEARCH
-
APP DOWNLOADS
-
UN-BUNDLING APPS
-
UN-BUNDLING APPS
-
SOCIALIZING WEARABLE TECH
-
THE INTERNET OF SOCIAL THINGS
-
THE AIRBNB FOR CARS
-
SHARE AN UMBRELLA
-
SHARE ACCESS TO YOUR HOME
-
TRENDS
1. REPUTATION MATTERS 2. CREATING YOUTILITY 3. VISUAL CONTENT EXPLODES 4. EMPLOYEE & FAN ADVOCACY 5. REAL-TIME MARKETING 6. GO MOBILE OR GO HOME
-
TAKEAWAYS
-
TAKEAWAYSReputation is an asset and must be managed like other assets.
We are all now media companies and need to think like journalists.
We need to dedicate resources to creating visuals, micro-videos and collecting stories.
The only constant is change.
1
2
3
4
-
@EricaCampbell
+EricaCampbellByrum
/EricaCampbellByrum
/EricaCampbellByrum
/EricaCByrum
/EricaCampbellByrum