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Change Your Online Story
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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
