It’s inescapable - you are CEO of the brand called YOU. You need a masterful online persona that represents your brand professionally and consistently. Consumers searching for real estate online are your best conversion-ready prospects. Since the first thing anyone will do when they hear your name is head over to Google, everyone needs to pay attention to, and carefully manage their online identities. Learn from Homes.com on how to optimize your online presence, use social media effectively and maximize your leads.
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The Brand of YOU: Using Social Media & Building Your Online Reputation
1. The Brand of YOU:
Using Social Media &
Building Your Online Reputation
Erica Campbell
Director of Social Media
Homes.com & ForRent.com
@ericacampbell
2. Agenda
• Online Reputation Management 101
• How To Find Yourself Online
• Using Social Media
• Managing Reviews
• Strategy
14. Why Online Reputation?
Take a moment to consider how clients and
prospects perceive your brand.
• First, can they easily find you online?
• Second, do you know what they‟re saying
about you?
• Lastly, do you know where they are talking
about you?
17. Search, Social, Directories & Reviews
• Where is your
business listed
online?
• How many Facebook
„Likes‟ do you have
and how often do you
post?
• Where do you rank on
the major search
engines?
25. “If you make customers
unhappy in the physical
world, they might each tell
six friends. If you make
customers unhappy on the
Internet, they can each tell
6,000 friends.”
~ Jeff Bezos, CEO of Amazon.com
40. Facebook Photo Contest – Blog/Pinterest
• We asked all runner-ups to write a
guest blog on their coolest space
on blog.forrent.com
• This picture was pinned
organically to Pinterest and then
re-pinned over and over
• In Sept 2011, ForRent.com's blog
traffic increased 4x due to this
post
• 255,000+ pageviews, 214,000+
pageviews daily unique
visitors,100+ comments on the
blog
• Nearly 60% of Dec 2012’s blog
traffic came from this post
41. Pinterest Contest
Pin It If You Love It
• Over 7,400 visits
to blog post
• 307 boards
created
• 3,900+ pins
• 3,900+ repins
62. Offer Post
Brands can feature a
promotion on their
page, allow users to
claim it and have the
coupon sent directly to
the user‟s email or
mobile device.
64. Facebook Advertising
Page Likes Page Post Story (Your „Likes‟) &
(Friends of your fans) Page Post Like (Friends of fans who have
liked your posts)
Amplify your organic content and
positive fan behavior.
99. • 90 million Monthly Active Users
• 40 million Photos Per Day
• 8500 Likes Per Second
• 1000 Comments Per Second
100. Hot It Works
• Snap a photo with your mobile phone
• Choose from 20 different filters to transform the image
• Tag the photo with a foursquare location
• Include a message & use hashtags
• „Like‟ & comment on posts from other users
• Search the site & app to discover content
105. Set Up Your Profile
• Select your username
• Include your logo
• Craft a description
• Provide a website URL
• Follow other users
• Recruit clients, friends
& family to follow the
brand
111. The Power Of Reputation & Reviews
• 40% of buyers found their agent through a friend or
family member. Imagine if each of those friends or family
members documented their review of you online.
• Among recent sellers who used an agent, 84% reported
that they would use their real estate agent in the
future or recommend to others. What if you had those
people submit a review?
• Most buyers only interviewed one agent during their
search process. 21% of buyers think it’s most
important to work with agents that have a solid
reputation, and are honest and trustworthy.
National Association of Realtors, "Profile of Home Buyers and Sellers 2012."
112. Response Best Pratices
Rule 1: Never write a response while angry
Rule 2: Always use empathy and be authentic
Rule 3: Don‟t blame the customer
Rule 4: Never get into an online comment battle
Rule 5: Keep it timely and never ignore bad
reviews
116. Creating a Reputation Team
1. Identify the key players to become a part of the team and engage
each of them in the creation of the guidelines.
2. Set routine meetings for the team to share best practices, new
trends, emerging platforms and technology.
3. Establish goals, objectives and tactics to support them.
4. Conduct a reputation and social media audit.
5. Craft a risk management plan along with response protocol to
become a strategic guide for units of the organization to follow.
6. Set up listening tools and formal mechanisms to actively monitor,
measure and manage reputation.
7. Develop internal training material and deliver it to the organization
as often as possible.
8. Evaluate effectiveness of actions taken.
117.
118. Create a SWAT
The key to a successful
reputation management
plan is the initial analysis of
your business‟s online
presence with an eye for
both current weaknesses
and potential vulnerabilities.
119. Create a Risk Table
Once you have developed your table you can expand
on each risk that you have identified.
122. Creating a Policy & Best Practices
• Be educated on what you are talking about. If you are going to
use social media, being an active user is ideal. The best way to
understand the shift in media is to join the conversation.
• Always be transparent. Be sure that all content associated with
you is consistent with your work and with your company‟s values
and professional standards.
• Respond. Respond to people‟s tweets, blog comments and
Facebook status updates. Thank people for commenting even if it‟s
just a few words or even a „like‟ on a comment. Also thank people for
feedback, even if it‟s negative. It shows that you are listening and
have taken their comment into consideration.
• Learn from past mistakes. Don‟t be afraid to say you were wrong
and be quick to make changes when you are. Admit your
shortcomings.
• Be courteous and professional. When it comes to your contacts,
be respectful of the rights and interests of others.
123.
124. 4 Ways to Maintain Your Competitive Edge
• Set Up Google Alerts
• Follow Industry Leaders
• Use Analytical Tools to Monitor
• Sign Up for Competitor Promotions,
Newsletters & Subscribe to Blogs
126. Social Broadcaster
Create posts for your social networks including listings
and open houses – all from one login!
127. Social Wall
Automatically
have your
Facebook,
Twitter and
LinkedIn
updates post
directly to your
website.
128. Reputation Manager
Easily monitor your brand‟s online presence to ensure
you are found online and that your social efforts maintain a
strong reputation.
Three apps:Social BroadcasterSocial Wall Reputation ManagerAgents/Brokers have always struggled to keep their sites updated and relevant. Most sites are fairly generic, IDX, some articles, etc..Conversations online are taking place in “micro bursts”- Twitter and Facebook have changed how information is consumed – traditional websites are not configured for this.Agents/Brokers are using social media (just like everyone else) – but are having problems harnessing it – their communication is scatteredIt is difficult for agents/brokers to know whether they are being effected with social media – how they compare to others, etc..
Broadcaster will allow our customers to post out to various social networks from within the Homes Connect DashboardFB, Twitter, LinkedIn, Homes Connect Website, (Google+ is coming), (Pinterest has no API) Agent/Brokers can select listings to post, with links backs to their websiteAutomated options for new listings, open houses, price reductionsIncludes access to Homes Connect Mobile Broadcaster Key Benefits:Provides a unified login for agents/brokers to syndicate content outMobile app allows content posting form anywhereListing integrationAutomated Postings Take Local Photos and Share
The connect wall “streams” content the agent/broker is posting onto a new section on their Homes Connect website homepage:Content Sources:Facebook, Twitter, LinkedIn, Google+New ListingsOpen HousesPrice ReductionsKey Benefits:Centralizes the social posts into one placeCreates relevant content for consumers (and search engines)Does not require the agent/broker to spend a lot of time writing contentMakes the homepage much more interactive Comes in chronological order
Reputation Manager ReportHomes Connect Premier andElite Bundle (not Pro)A la carte – with Concierge $249/mthInitial set up bundle - $199 (one time fee)Creation of a FB biz page, FourSquare, PinterestEnter and/or verify the business on al search and social pages within visibilityProvide 15 unique social post ideas (one month’s worth)Email template to solicit reviewsEnter 4 main comps and search terms Setup weekly/daily reportsProvide an initial walk through of the dashboard Concierge Service - $149/mo. Everything AbovePost a minimum of 15 FB posts per monthPin a min of 3-5 items per month on PinterestProvide 2 articles per month with local contentProvide one video per month with local content