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
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
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
Price
Location
Quality
Brand loyalty
Reviews/Ratings
multifamily-social-media.com 2
KEY BUYING INFLUENCES
multifamily-social-media.com 3
“…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 ServicesCamden Property Trust
multifamily-social-media.com 4
CUSTOMER EXPERIENCE
ONLINE REPTUATION
OPERATIONAL INTELLIGENCE
and
a. LISTEN to all customer feedback
b. UNDERSTAND the experience
c. ENGAGE to build loyalty
d. PROMOTE the story
multifamily-social-media.com 5
MANAGING THE CUSTOMER EXPERIENCE
multifamily-social-media.com 6
LISTENto all feedback
Monitor all sources of feedback Social Review/Rating Sites Surveys