Understanding & Improving
Your Online Reputation
Presented by:
Randy Jones
Zeke Kirkpatrick
Why Reputation
Management?
“Did you try that
new Lebanese
place?”
“I hear the
labneh is
terrible.”
How many people do you
tell about a negative
review?
“They catch the
light so
beautifully.” “Too beautiful to
eat.”
What percentage of
Americans have posted a
review online?
How many people never
show up, when you have a
bad review?
Which industry are most
impacted by reviews?
Organic search
Local searchOrganic search
Negative reviews
+
Negative reviews
+
Local listing inaccuracies
=
Negative reviews
+
Local listing inaccuracies
=
Lost customers
Managing Your Reputation
4 Steps to Success
1.Claim & verify listings
4 Steps to Success
1.Claim & verify listings
2.Monitor the conversation
4 Steps to Success
1.Claim & verify listings
2.Monitor the conversation
3.Set benchmarks
4 Steps to Success
1.Claim & verify listings
2.Monitor the conversation
3.Set benchmarks
4.Measure success
Reputation Scout
P
Main Dashboard
Claim and verify listings
• PIN verification via postcard or phone
Claim and verify listings
• Remove duplicate profiles
Claim and verify listings
• Ensures your community info is correct
Claim and verify listings
And consistent across every listing
Monitor the conversation
• Monitor ratings & reviews
• Respond to positive & negative reviews
• Positive reviews boost vis...
Monitor the conversation
• Monitor ratings & reviews
• Respond to positive & negative reviews
• Positive reviews boost vis...
Monitor the conversation
• Monitor ratings & reviews
• Respond to positive & negative reviews
• Positive reviews boost vis...
Monitor the conversation
• Monitor ratings & reviews
• Respond to positive & negative reviews
• Positive reviews boost vis...
How many positive
experiences does it take
to make up for a negative
one?
Set benchmarks
• Identify local competition
Set benchmarks
• Compare your reputation with
competitors
Set benchmarks
• Set benchmarks for your communities
Measure success
• Monitor your staff’s activities
Measure success
• Monitor your staff’s activities
• Aggregate & analyze the results
Measure success
• Monitor your staff’s activities
• Aggregate & analyze the results
• Maintain an action plan for listing
...
How do I start?
Getting Started
• Reputation Scout gives you an
actionable to-do list
Want to learn more?
Find out more about
Reputation Scout here
NAA 2015: Understanding and Improving Your Online Reputation
NAA 2015: Understanding and Improving Your Online Reputation
NAA 2015: Understanding and Improving Your Online Reputation
NAA 2015: Understanding and Improving Your Online Reputation
NAA 2015: Understanding and Improving Your Online Reputation
NAA 2015: Understanding and Improving Your Online Reputation
NAA 2015: Understanding and Improving Your Online Reputation
NAA 2015: Understanding and Improving Your Online Reputation
NAA 2015: Understanding and Improving Your Online Reputation
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NAA 2015: Understanding and Improving Your Online Reputation

Multifamily is the number two industry most impacted by online reviews—one negative review can cost a property as many as 20 prospects. With so much on the line, why take risks with your online reputation? This presentation will take a look at the world of social media, online reviews and ILS’s and learn how these sites factor into the online reputation, SEO and visibility of their communities. You'll walk away with ideas for how to improve your online visibility, best practices for responding to online reviews and helpful tips for claiming Internet listings and keeping them up to date.
Published on: Mar 3, 2016
Published in: Real Estate      
Source: www.slideshare.net


Transcripts - NAA 2015: Understanding and Improving Your Online Reputation

  • 1. Understanding & Improving Your Online Reputation Presented by: Randy Jones Zeke Kirkpatrick
  • 2. Why Reputation Management?
  • 3. “Did you try that new Lebanese place?” “I hear the labneh is terrible.”
  • 4. How many people do you tell about a negative review?
  • 5. “They catch the light so beautifully.” “Too beautiful to eat.”
  • 6. What percentage of Americans have posted a review online?
  • 7. How many people never show up, when you have a bad review?
  • 8. Which industry are most impacted by reviews?
  • 9. Organic search
  • 10. Local searchOrganic search
  • 11. Negative reviews +
  • 12. Negative reviews + Local listing inaccuracies =
  • 13. Negative reviews + Local listing inaccuracies = Lost customers
  • 14. Managing Your Reputation
  • 15. 4 Steps to Success 1.Claim & verify listings
  • 16. 4 Steps to Success 1.Claim & verify listings 2.Monitor the conversation
  • 17. 4 Steps to Success 1.Claim & verify listings 2.Monitor the conversation 3.Set benchmarks
  • 18. 4 Steps to Success 1.Claim & verify listings 2.Monitor the conversation 3.Set benchmarks 4.Measure success
  • 19. Reputation Scout P
  • 20. Main Dashboard
  • 21. Claim and verify listings • PIN verification via postcard or phone
  • 22. Claim and verify listings • Remove duplicate profiles
  • 23. Claim and verify listings • Ensures your community info is correct
  • 24. Claim and verify listings And consistent across every listing
  • 25. Monitor the conversation • Monitor ratings & reviews • Respond to positive & negative reviews • Positive reviews boost visibility • Share positive reviews on social media • Monitor ratings & reviews
  • 26. Monitor the conversation • Monitor ratings & reviews • Respond to positive & negative reviews • Positive reviews boost visibility • Share positive reviews on social media • Respond to positive & negative reviews
  • 27. Monitor the conversation • Monitor ratings & reviews • Respond to positive & negative reviews • Positive reviews boost visibility • Share positive reviews on social media • Positive reviews boost visibility
  • 28. Monitor the conversation • Monitor ratings & reviews • Respond to positive & negative reviews • Positive reviews boost visibility • Share positive reviews on social media • Share positive reviews on social media
  • 29. How many positive experiences does it take to make up for a negative one?
  • 30. Set benchmarks • Identify local competition
  • 31. Set benchmarks • Compare your reputation with competitors
  • 32. Set benchmarks • Set benchmarks for your communities
  • 33. Measure success • Monitor your staff’s activities
  • 34. Measure success • Monitor your staff’s activities • Aggregate & analyze the results
  • 35. Measure success • Monitor your staff’s activities • Aggregate & analyze the results • Maintain an action plan for listing accuracy & review response
  • 36. How do I start?
  • 37. Getting Started • Reputation Scout gives you an actionable to-do list
  • 38. Want to learn more? Find out more about Reputation Scout here

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