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SEO and Social Signals - Andrew Rainey
1. BEST PRACTICES ON LISTENING,
UNDERSTANDING, ENGAGING &
MANAGING YOUR ONLINE
REPUTATION
ANDREW RAINEY
@AndrewDRainey
VP Sales & Business Development, Binary Fountain, Inc.
Co-Author Applying Social Media Technologies in Healthcare Environments, HIMSS
multifamily-social-media.com
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“…WE HOSTED SEVERAL FOCUS GROUPS AND
ASKED RENTERS IF THEY CONSULTED RATINGS
AND REVIEWS BEFORE MAKING A LEASING
DECISION. ONE HUNDRED PERCENT OF
THEM SAID 'YES’.”
- Kristy Simonette, Senior Vice President Strategic Services
Camden Property Trust
5. a. LISTEN to all customer feedback
b. UNDERSTAND the experience
c. ENGAGE to build loyalty
d. PROMOTE the story
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MANAGING THE
CUSTOMER EXPERIENCE
7. Monitor all sources of feedback
Social
Review/Rating Sites
Surveys
Measure online presence
Track your stars & social stats
Set up alerts & notifications
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ACTIVELY MONITOR
11. Define your operational metrics
What are actual issues at each community?
Who is the author, what’s the impact?
Benchmark
Communities, Districts, Regions, etc.
Competitive
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OPERATIONAL INTELLIGENCE
16. Measurable, consistent & timely
Get specific; automated responses are the
worst
SEO-focused responses
Research review/response keywords
Take some conversations offline
Don’t just focus on the negatives
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ENGAGEMENT STRATEGY
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PROMOTING CUSTOMER
EXPERIENCE
Use stories & engage across multiple channels
Showcase customer experiences
Request reviews from happy customers
Re-engage residents for ‘updated’ reviews
Incentives
Post to your own site - Be transparent!
29. Exemplary customer experience drives online
perception
Monitor all reviews and identify key insights
Develop an effective engagement strategy
Resolved issues eliminate future negative
experiences
Not just about a response…sometimes a change
Solicit new reviews
Share your success stories with others
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KEY TAKEAWAYS