The document discusses the importance of online reputation for businesses and provides tips for safeguarding a brand's reputation. It notes that consumers now extensively research companies online through reviews and social media. The document advises developing a strategy for actively engaging customers to leave reviews, monitoring reviews, having a plan to respond to negative reviews in a positive manner, and establishing teams and processes to manage a brand's online reputation. The overall message is that online reputation affects consumer decisions and brands must be proactive in participating in and guiding online conversations about their business.

1. © 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
PEOPLE ARE TALKING: SAFEGUARD
YOUR ONLINE REPUTATION
DAY. MONTH. YEAR | #RWUC
Social Media Expert, RealPage, Inc.
Jade.smith@realpage.com
Twitter @RealPage @jdesmth

2. © 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
FORWARD-LOOKING STATEMENT
This presentation contains "forward-looking" statements relating to RealPage, Inc.'s expected, possible or assumed future results. These forward-looking
statements are based on management's beliefs and assumptions and on information currently available to management. Forward-looking statements include all
statements that are not historical facts and may be identified by terms such as "expects," "believes," "plans," or similar expressions and the negatives of those
terms. Those forward-looking statements involve known and unknown risks, uncertainties and other factors that may cause actual results, performance or
achievements to be materially different from any future results, performance or achievements expressed or implied by the forward-looking statements. The
Company may be required to revise its results upon finalizing its review of fourth quarter results, which could cause or contribute to such differences. Additional
factors that could cause or contribute to such differences include, but are not limited to, the following: (a) the possibility that general economic conditions,
including leasing velocity or uncertainty cause information technology spending, particularly in the rental housing industry, to be reduced or purchasing decisions
to be delayed; (b) an increase in insurance claims; (c) an increase in customer cancellations; (d) the inability to increase sales to existing customers and to attract
new customers; (e) RealPage, Inc.'s failure to integrate acquired businesses and any future acquisitions successfully; (f) the timing and success of new product
introductions by RealPage, Inc. or its competitors; (g) changes in RealPage, Inc.'s pricing policies or those of its competitors; (h) legal or regulatory proceedings;
(i) inability to complete the integration of our LeaseStar products and deliver enhanced functionality on a timely basis; (j) the ability to enable margin expansion;
and (k) such other risks and uncertainties described more fully in documents filed with or furnished to the Securities and Exchange Commission ("SEC")
by RealPage Inc., including its Quarterly Report on Form 10-Q/A previously filed with the SEC on November 12, 2014. All information provided in this release is
as of the date hereof and RealPage Inc. undertakes no duty to update this information except as required by law.
In addition to U.S. GAAP financials, this presentation includes certain non-GAAP financial measures. These historical non-GAAP measures are in addition to, not
a substitute for or superior to, measures of financial performance prepared in accordance with GAAP. A reconciliation between GAAP and non-GAAP measures
is included in the appendix to this presentation and are available on the Investor Relations portion of the website www.realpage.com.
RealPage is a registered trademark of RealPage, Inc. This presentation also contains additional trademarks and service marks of ours and of other companies. We do not intend our use
or display of other companies’ trademarks or service marks to imply a relationship with, or endorsement or sponsorship of us by, these other companies.
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3. Objectives
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4. OBJECTIVES
• Why Online Reputation Matters!
• Where People are Talking
• How to Devise a Strategy
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4

5. CONSUMER BUYING TRENDS
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When making purchases,
consumers are using online
reviews and ratings.
A solid reputation online is a
quick way to establish trust in the
minds of consumers
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6. Survey Data from 2013 Bright Local Survey - unless noted otherwise
DO CUSTOMER REVIEWS AFFECT YOUR OPINION?
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7. • On Average, Consumers are reading 2 to 6 Reviews before forming an
opinion about a brand.
Survey Data from 2013 Bright Local Survey - unless noted otherwise
HOW MANY REVIEWS DO YOU READ?
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7

8. CONSUMER BUYING HABITS
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Shopping Has Changed. Has Your Marketing? Carol Glover, Feb 2013
Consumer Purchase Funnel
Think of your online reputation as
a first impression.
What do you want yours to be?
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9. Where are you?
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9

10. WHERE PEOPLE RESEARCH
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3 Review Locations
People Search:
• Major Review Sites
• Social Media Sites
• Location-Based
Sites
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11. LOCATION-BASED SITES
• Specific to major
metropolitan areas
• Message boards and
online communities
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Reddit® Board for Dallas - /r/Dallas
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12. SOCIAL MEDIA SITES
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Facebook® Business Pages
Facebook®, Twitter®,
Foursquare®, YouTube®,
are just some of the sites
users will scour for
information
12

13. MAJOR REVIEW SITES
Social Media Basics For Small Business In 2013 Jenna Curry, April 2013
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Most notable review sites are favored by the biggest search
engines (Bing, Yahoo, and Google).
13

14. ENGAGING YOUR RESIDENTS
All you have to do is ASK!
• Create surveys with reviews sections
• Create signage encouraging residents to leave reviews
• Share your review sites pages on social media!
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14

15. 13©2015 RealPage, Inc. All trademarks are the property of their respective owners. All rights reserved.
“We got a negative review!
What do we do?!”
15

16. Reviews = Opportunities
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16

17. CREATING A GAME PLAN
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Chain of Command
Monitoring Method
Messaging
17

18. CRAFTING A RESPONSE
1. Greeting
2. Thanks & Empathy
3. Recap the Situation
4. Request Details &
Specifics
5. Reassurance
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18

19. MESSAGING TIPS!
– Be genuine. Be transparent.
– If the message is negative, move the conversation
to a private venue. (messaging, email, or phone.)
– Draft multiple versions of responses to avoid
sounding robotic.
17©2015 RealPage, Inc. All trademarks are the property of their respective owners. All rights reserved.
19

20. CHAIN OF COMMAND
Who needs to be involved?
Create a Contact chain:
• Business Owner
• Property Managers
• Marketing Manager/PR
• Staff
• Legal/Billing*
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20

21. MONITORING METHOD
 Create a separate email to field and respond to complaints –
CustomerService@site.com
 Turn on email notifications!
 Be sure to follow up after the issue has been resolved
 If a review is inflammatory or not relevant, you can FLAG it!
19©2015 RealPage, Inc. All trademarks are the property of their respective owners. All rights reserved.
21

22. Takeaways
22

23. TAKEAWAYS…
Online Reputation has an effect on consumer buying
decisions.
The conversation about your brand will exist whether
you want it to or not!
Reviews = Opportunities. Don’t be afraid to ask!
Establish a game plan and use it consistently.
20©2015 RealPage, Inc. All trademarks are the property of their respective owners. All rights reserved.
23

24. © 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
Questions?
Jade Smith
Jade.smith@realpage.com
25

25. © 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
PEOPLE ARE TALKING: SAFEGUARD
YOUR ONLINE REPUTATION
DAY. MONTH. YEAR | #RWUC
Social Media Expert, RealPage, Inc.
Jade.smith@realpage.com
Twitter @RealPage @jdesmth