Internet advertising experts will provide a thorough breakdown of the elements of a company’s internet presence from corporate site to landing pages to emails and provide insights into how consumers view the entire customer experience. The purpose of this session is to help attendees understand how consumers see their property presence and respond to what is offered at each step of the way. The presenters will be providing tens of thousands of dollars of free consulting insights to the lucky firm that agrees to be analyzed, and to all attendees in general.
Presenters:
Scott Esmond, Director of Business Development, Red Door Interactive
Tony Felice, Senior Strategist, Red Door Interactive
"An Apartment Firm’s Web Presence - How Customers Respond" - Red Door Marketing and Simpson Housing
1. An Apartment Firm’s Web
Presence - How Customers
Respond
Anna Shea, National Marketing Manager
Simpson Property Group
Scott Esmond, Director of Business Development
Tony Felice, Senior Web Developer
Red Door Interactive
2. Session Summary
Simpson Property Group
Who is Red Door?
What is Internet Presence Management?
The Online Customer Relationship Lifecycle
Simpson Property Group Customer Experience
Fundamentals
Findings
Recommendations
Questions and Answers
3. Simpson Property Group Overview
Business goals
Simplify the path to the community information
Minimize clicks
Communicate
Branding goals
Clean, Consistent, Supportive, Reinforced
User goals
Access to actionable information
Key Performance Indicators
Cost Per Lease
Site Analytics
4. Who Is Red Door Interactive?
We help companies succeed online
Some of our clients include
Overstock.com
Cricket Communications
Souplantation Restaurants
Cox Communications
We are an Internet Presence
Management Agency
5. What‟s an Internet Presence?
Websites
Research & Reviews Branded Video
Microsites Blogs
Social Networks Forums
Microblogging Podcasts
Email RSS Feeds
IPM
Widgets/Applications Console Gaming
Mobile Messaging Online Gaming
Mobile Web Interactive TV
Location Based Digital Out of
Services (GPS) Home
Bluetooth Paid Natural Display
Search Search
6. What is Internet Presence Management?
A holistic framework to crafting your Web strategy
Unifying and controlling the entire web presence of an
organization or company
Goals
Increasing a company‟s operational efficiency online
Drive and Optimize traffic
Measurement
Monitor, Analyze, Report, Optimize
Methods
ACRE – Acquire, Convert, Retain, Extend
11. Extend: Tactics
Upselling and Suggestion
Introduce new products and services
Understand your audience to make educated suggestions
Profit Maximization
Identifying your Acquisition Cost Threshold
Organizing and unifying your Intellectual Property
Integrating affiliates
Leveraging partners
Acquire Convert Retain Extend
14. Acquire: Audience Segmentation
Understanding your audience is the key to success online – both
for the audience you have and the audience you want to reach.
Define Demographics
Understand your customers regardless of lifecycle link
Create Personas
Guide design decisions
Reflect online behavior, expectations, preferences
Include demographic, psychographic, behavioral and geographic
attributes
Perform task-based segmentation link
Reflect how people think about getting things done
Engage the best participants to help you shape your presence
Convert Retain Extend
Acquire
15. Acquire: Audience Segmentation
Define personas to better understand various audience
segments. This can help drive your design decisions when
developing, maintaining and improving your internet presence.
Convert Retain Extend
Acquire
16. Acquire: Audience Segmentation
Findings
Majority of available demographic data is compiled post-
conversion
Some communities are beginning to define a target
demographic as “professional, driven, and extremely
tech-savvy”
Recommendations
Continue to identify target demographics per community,
and use this intelligence to refine the user experience
within those communities online
Proactively define the audience segments
Convert Retain Extend
Acquire
17. Acquire Convert Retain Extend
VISIBILITY AND TRAFFIC
18. Acquire: Visibility and Traffic
Visibility is critical to creating and maintaining traffic. Oftentimes
people believe that because information is so accessible, that
people will find your site. This is not true, and you must
actively pursue visibility.
Search Marketing – Search is the #1 activity online
SEO/SEM
Directories – ILS
Local Search
Google, Yahoo!
Local Social
Citysearch, yelp, rentwiki, MyNewPlace
Convert Retain Extend
Acquire
19. Acquire: Visibility and Traffic
Search Results: Where does your site sit in the „digital shelf space‟?
20. Acquire: Visibility and Traffic
Findings
SEO - Effective Brand Keywords, Niche Keyword
underperformance, Organic pickup only
SEM – Not Participating
ILS – Traditional are heavily leveraged
Local Search – Significant opportunity
Local Social – Significant opportunity
Recommendations
Get aggressive with SEO/SEM, emergent Local Social
and continue to support the ILS with high ROI
Get aggressive with Local Search SEO
Convert Retain Extend
Acquire
21. Acquire Convert Retain Extend
GROWTH OF SOCIAL MEDIA
22. Acquire: Growth of Social Media
Social Media allows you to protect and extend brand integrity.
Social Media is very important to your target market, and your
competitors know it.
According to Nielsen,
Social Media now
accounts for 10% of
all time spent on the
internet, and is the
fourth most popular
activity, ahead of
email. link
Convert Retain Extend
Acquire
24. Acquire: Growth of Social Media
On Twitter, the term „apartment‟ is mentioned very frequently and consistently,
and is compared here to mentions of Ashton Kutcher‟s username, during the
week he became the first user to gain 1M followers.
25. Acquire: Growth of Social Media
Findings
Monitoring, but not actively participating in Social
Involvement varies across communities
Recommendations
Adopt a strategy that favors signal over noise, making
efficient use of time
Engage, starting with mainstream networks
Track and report on Social activity
Radian6 link
Andiamo link
Convert Retain Extend
Acquire
26. Acquire Convert Retain Extend
EMBRACING NEW
TECHNOLOGIES
27. Acquire: Embracing New Technologies
Your target market wants to adopt these new technologies, and
you should support them.
Mobile access to classified advertising
is a key growth area, according to a
recent report from Openwave link
Points of Interest (POI files)
Identifies and maintains geolocation of all
your physical properties
Downloadable to car GPS
Aggregated online link
The Apartment Guide iPhone app
is currently ranked 18th in free
utilities, according to mobclix link
Convert Retain Extend
Acquire
28. Acquire: Embracing New Technologies
Fastest-Growing Categories for Daily Mobile Web Access*
Daily Unique Users Daily Unique Users
% Change
Jan-08 Jan-09
Accessed News and Information (any) 10,821 22,369 107
Accessed social networking site or blog 1,761 9,278 427
Traded stocks or accessed financial
account 1,135 3,274 188
Accessed movie information 1,077 3,072 185
Accessed business directories 939 2,447 161
Accessed entertainment news 2,104 5,470 160
*For categories of usage with monthly audiences above 15 million
Three-month Average Ending January 2008 and January 2009
U.S. Mobile Phone Users comScore, Inc.
http://www.comscore.com/press/release.asp?press=2752
Convert Retain Extend
Acquire
29. Acquire: Embracing New Technologies
Findings
Online offerings not suited for mobile devices
Mobile sites in development
POI files not offered
Recommendations
Begin with mobile support for the current leaders
Provide failover text-only alternate versions of sites
Compile POI files for your properties and make them
available on site and at POI aggregators
Convert Retain Extend
Acquire
31. Convert: Understanding Usability
Usability is important because it is the extension of your brand,
customers will equate the quality of your site to the quality of
your offerings.
Best Practices
Homepage
Layout
Navigation
Headings, Titles, Labels, Links
Content and web copywriting
508 compliance and accessibility
link
Convert Retain Extend
Acquire
36. Convert: Understanding Usability
Findings
Navigational challenges
Off-site links are presented in the same context as In-site
links
Some elements lack consistency in content, brand and
style
Recommendations
Provide structural and positional feedback
Differentiate links to off-site content and PDF‟s
Work toward unification of content, brand and style
Convert Retain Extend
Acquire
37. Acquire Convert Retain Extend
DIGITAL BRAND EXPERIENCE
38. Convert: Digital Brand Experience
The importance of branding has not changed much with the
web, but it‟s ability to degrade has. Brand is still your first
impression.
Use clearly identified calls-to-action
Convey a consistent, top-shelf message
Maintain a Brand Book, and enforce Brand Guidelines
Extend the brand into the experience
Virtual Tours
Community blogs and social networks
Online Reviews
Convert Retain Extend
Acquire
40. Convert: Digital Brand Experience
Findings
Each community has a unique URL, and moving toward
branding individual communities online
Various generations of the brand evolution are still
available via clickstream
Recommendations
Identify brand gaps and seal
Centralize brand resources for companywide access
Centralize web code structures for easy evolution
Convert Retain Extend
Acquire
42. Retain: Effective CRM
Effective CRM will make the customer feel as though they are
at the Ritz. CRM is a way of doing business. Begins when the
customer first identifies your brand, but we have to identify the
customer.
Garbage In, Garbage Out
Use multiple touchpoints to identify
Inline chat – LivePerson, ClickAndChat
Incentivize self-identification and registration
Empower the customer with various ways to interact with your
brand
Tools: SalesForce, GoldMine, SugarCRM, Intuit MRI
Convert Retain Extend
Acquire
43. Retain: Effective CRM
Findings
MRI Residential implemented consistently company-wide
Online leasing deployed nationwide
Self-identification not incentivized
Difficulty locating an online contact method
Recommendations
Implement and incentivize multi-channel self-identification
Utilize campaign specific URLs to identify lead sources
Convert Retain Extend
Acquire
45. Retain: Email Marketing
Email marketing is a low cost, high ROI channel: fast, cost-
effective and measurable. In a down economy, marketers can
expect e-mail to outperform search
High ROI
A 2008 Direct Marketers Association study found a $45.06
ROI for every dollar spent on email campaigns
75 percent of marketers state that email marketing is a
good investment in a downturn economy according to the
Marketing Sherpa Benchmark 2009.
A 2008 Shop.org study found that email has the second
lowest cost-per-order (CPO) of any online marketing
method. The email marketing CPO of $6.85 beat paid
search, which yielded a $19.33 CPO.
Convert Retain Extend
Acquire
46. Retain: Email Marketing
Findings
Varying, community-level experimentation in the past
Inconsistent autoresponse emails
Recommendations
Work with a seasoned provider to design an email
marketing strategy
Establish best practices to enable communities to
manage email marketing
Provide branded autoresponse emails
Convert Retain Extend
Acquire
47. Acquire Convert Retain Extend
ANALYTICS AND KPI
48. Measuring Results: Analytics
Mastery of analytics will truly set your online marketing apart
from traditional, with the ability to track, measure and report on
every nuance of the customer lifecycle
Incorporate Funnels / Goals /
Campaigns link
Customer Value
Cost per Click
Indentify trends and gaps
Enable more effective and
efficient Ad Spend
49. Measuring Results: Analytics
Findings
Analytics are fully installed at a property level
Goals and Funnels are not yet configured
Analytics are not fully utilized
Recommendations
Identify key landing pages
Use business rules and landing pages to define Funnels
and Goals
50. Key Performance Indicators (KPI)
Primary
Regional cost per lead
Cost per lead by medium
Cost per lead by source
Regional cost per conversion
Cost per conversion by medium
Cost per conversion by source
51. Key Performance Indicators (KPI)
Micro Conversions
Referred traffic from online paid sources to properties
Number of regional properties viewed per session
Pages viewed by property – Available properties, virtual
tour, floor plan, community features, image gallery
Number of online leads by property
Number of completed online leases by property
52. Red Door Interactive and Simpson Property Group
SUMMARY Understand the audience
Unify the experience
Flood visibility channels
Convert users online
Track, analyze and report
Optimize your Internet Presence
54. Appendix: Tools and Resources
Fundamentals
Understanding Analytics
Usability Best Practices
Emergent Technology
Mobile Usage Statistics
POI Factory
Social Media
Social Metrics tools on Mashable
Growth Rates and Top 20 Social Media sites
Using Social Media to Market Apartments
Twitter metrics for the term „apartment‟
Interview with Eric Brown