ECG Cover slide

Best Practices Using the Internet Best Practices Using the Internet

& Social Media

Rick Ellis, CPM

Social media is a group of

communication channels communication channels

that can be used in a lot of

different ways across

multiple business functions.~ Mike Whaling, 30 Lines

“Companies that only associate

social channels with sales & sales metrics are selling themselves short

and missing opportunities to reach

their customers and other

stakeholders in other useful ways.”~ Mike Whaling, 30 Lines

Explained…Explained…

Twitter

I am eating a # Donut

Facebook

I like Donuts

Four Square

This is where

I eat Donuts

Instagram

Here is a vintage Here is a vintage

photo of my Donut

You tube

Here I am eating Here I am eating

a Donut

Linked in

My skills include My skills include

Donut Eating

Pinterest

Here’s a Donut

recipe

Last FM

Now listening to Now listening to

“Donuts”

G+

I’m a Google employee I’m a Google employee who eats Donuts

(Google+ is losing the numbers game to Facebook)

Social Media Comment

A Digital Path to Your Office for prospects, residents, and between residents. A Public Forum

• Resident or Community Portal• Resident or Community Portal

• Virtual Lobby or Gathering Space

• Virtual Neighborhood

• Online Concierge

• Digital Experience

① To Create “Community”

② Foster Goodwill with Residents

③ Generate Positive WOM &

Social Media Comments

④ Get Leases & Renewals

The Urban lobby

Ning

My Virtual neighbor #2

My Virtual Neighbor

The best place to learn what’s

happening now in your neighborhood

Digital Sherpa

Active Building

Building Link

�Fan pages do not allow fan-to-fan expression!

�Facebook is an office-to-resident �Facebook is an office-to-resident communication path

�It takes time, skill, and persistence to be successful

�AND…just because I LIKE you doesn’t mean I really LIKE you!

�Make Service Request

�Pay Rent Online

�Renew Lease�Renew Lease

�See Upcoming Events

�Current Area Events, Recent Photos, Happenings, Content.

KEY WORD: CURRENT

Ellipseinc

Property Solutions

G5 Digital Experience

Message Kast

Not even a WOW Factor Anymore

� Rent payment and Service requests

� Resident Ledger

� Yardi’s RENTCafé Resident allows photos to be sent with service request.

Apartment Ratings

Renters Voice

Apartment Reviews

Yelp

247 Apartments

What’s The Cost of a Negative Review?

www.rentersvoice.com

SINGULAR CASE STUDY

Cost of Losing ONE Resident due to a

Negative Review:

$12,591

www.rentersvoice.com

1. Align with an objective site with that provides all types of reviews

2. Proactively address reviews

3. Ensure moderation of reviews for relevant and

Key to Combatting Negative Reviews

3. Ensure moderation of reviews for relevant and objective content

4. Provide a great resident experience to your residents so that they will talk about your community

www.rentersvoice.com

Cares

Allow us to purposely and strategically build communities within your communities that last!

www.residentkeepers.com

972-514-7829

� To Phone Calls

� Emails, Texts, Messages

� Service Requests – ANY Request!

� Resident Problems & Problem Residents

Do what you say you are going to do…are going to do…

And do it RIGHT the first time!

1. Immaculate Environment

2. Prompt, Friendly, and Efficient ServiceService

3. Good Neighbors

4. Fair and Equal

Treatment

Grace Hill

Behind the leasing desk

Multifamily insiders

Leasing Cafe

Marketing & Advertising

LeasingRetention

Technology - Search Engine

Student Housing

Affordable Leasing

Management

Retention

Technology - Software

Self Help & Improvement

Customer Service Senior Housing

Affordable

ECG Cover slide

Rick Ellis, CPM