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Customer Feedback: Responding to the Voice of Your Customer

3 Things You Should Know About Online Reputation Management

By | Customer Feedback: Responding to the Voice of Your Customer | No Comments

If you want a good online reputation, you have to build a good offline reputation. But how do you do that? Let’s start with defining online reputation management, so we can understand its value. Reputation management is the understanding or influencing of a business’s or even an individual’s reputation. The key word here is influencing. Read More

Four Things Not to Do When Responding to Apartment Reviews

By | Customer Feedback: Responding to the Voice of Your Customer | No Comments

We have talked about 4 secrets to success when managing your apartment reviews, so let’s now talk about what not to do. But before we run through the list, I want to share some food for thought. You create the experience. This deserves to be said twice, so I’ll say it again with a little more emphasis. YOU create the experience. Read More

Does Your Company Need An ‘I Am Annoyed’ Department

By | Customer Feedback: Responding to the Voice of Your Customer | No Comments

There are few things more frustrating to me than spending 20 minutes explaining my problem to someone in “Customer Service” only to be bounced to another person, explaining everything all over again, and then being bounced to yet another person. What these companies really need is an “I Am Annoyed” Department to call AFTER you speak to their “Customer Service” Department.

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How to Improve Your Online Reputation

By | Customer Feedback: Responding to the Voice of Your Customer | No Comments

So you got a bad review.  It isn’t the end of the world if you have a reputation management strategy in place that minimizes the damage of the occasional Negative Nancy.  Reputation management is not about controlling what others say.  It is about letting go and managing the information you can control.  This includes the quality and depth of information you are proactively and strategically sharing with the online world.

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Don’t Fall Victim to the Fake Apartment Reviews Game

By | Customer Feedback: Responding to the Voice of Your Customer | No Comments

In this day and age of social media and online reviews, the temptation to defend your brand – including your apartment community and management group – reputation by posting anonymous (and particularly self-serving) reviews has increased.  Garnter, an independent research firm, estimates up to 15% of online reviews will be fake or paid for by 2014.

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