Lia Nichole Smith at Landlord WEBCON 2014

Lia Nichole Smith VP of Education and Consulting

SatisFacts Research and ApartmentRatings.com

SatisFactsLia #bestrepwins

How is your online story?

your community online

your new target list

is your new target list

The best place to hide a dead body:

of Google search results

REPUTATION

MANAGEMENT

REPUTATION

MANAGEMENT

PREVENTION

RECOVERY

SOLICITATION

REJOICE

Give them something

to talk about

would leave a positive review

less than

had been asked

Plant seeds of

*2014 SatisFacts Index, Insite® Surveys

*2014 SatisFacts Index, Insite® Surveys

*2014 SatisFacts Index, Insite® Surveys

*2014 SatisFacts Index, Insite® Surveys

Price is only an issue in the absence of

SENSE OF COMMUNITY*

*Source: SatisFacts and Ball State University – 2013

APARTMENT APPEARANCE/CONDITION*

*Source: SatisFacts and Ball State University – 2013

BUILDING EXTERIOR APPEARANCE/CONDITION*

*Source: SatisFacts and Ball State University – 2013

SAFETY CONCERNS*

*Source: SatisFacts and Ball State University – 2013

OFFICE RESPONSIVE/DEPENDABLE*

*Source: SatisFacts and Ball State University – 2013

ONLINE COMPLAINTS*

*ApartmentRatings.com, User Survey – 2013

MAINTENANCE

*ApartmentRatings.com, User Survey – 2013

POOR COMMUNICATION

*ApartmentRatings.com, User Survey – 2013

NEIGHBORS

*ApartmentRatings.com, User Survey – 2013

SAFETY CONCERNS

*ApartmentRatings.com, User Survey – 2013

RENTS DEPOSIT/FEES

*ApartmentRatings.com, User Survey – 2013

Should you to

online reviews?

- really care about consumers*

*Bazaarvoice Study, Oct. 2013

- great customer service*

*Bazaarvoice Study, Oct. 2013

- are a trustworthy brand*

*Bazaarvoice Study, Oct. 2013

Apartment hunters get from

many sources

Your online story

should your community - today

Amplify the

Address and resolve the

What happens onsite could end up