Widewail

What’s the Core Purpose of Your Feedback Engine? S1E3 features Bobbi Steward, CEO at Revyse. In this episode of Feedback Fatigue, we cover: Handling Feedback as a CEO  Bobbi emphasizes that feedback is integral to refining product pitches and internal operations. She shares that every interaction with potential customers or employees provides valuable feedback, which she incorporates into future presentations. Leadership Philosophy Bobbi follows the "over-communicate always" principle, stressing the need for transparency between leaders and their teams. She learned early on that providing full context helps align employees with company goals, making it easier to execute strategy. Public Speaking and Feedback  Steward recounts her experience with public speaking, where she faced anxiety but used repetition to improve. She highlights how her presentation strategy involves telling a relatable story, admitting her mistakes, and connecting with the audience before discussing solutions. Feedback Culture  We discuss creating a culture where feedback is normalized, transparent, and non-personal. This culture makes it easier for teams to act on positive and negative feedback. Challenges with Vendor Relationships Bobbi shares a story about her challenges with the RFP process while on the operator side. This lack of communication and feedback inspired her to start Revyse, which aims to provide transparency and better communication between companies and their technology vendors. Actioning Feedback  Bobbi advises that acting on feedback requires clear space for conversations, especially around difficult feedback. By doing so, the next steps often become clearer. She also stresses that organizations should not just gather feedback but act on it to avoid disillusionment among team members. Listen and Subscribe to Feedback Fatigue. Apple Podcasts: https://lnkd.in/eiGrh8QV Spotify: https://lnkd.in/efVwivJG Website: https://lnkd.in/eBpJr487

It's time to have some fun. Join Widewail at OpTech for the Ranch Roundup! When: Tuesday, 10/22 at 6:30pm Where: Cadillac Ranch, 186 Fleet Street in National Harbor RSVP: https://lnkd.in/ev3yXT4M? Come say hi! Vida, A Property Vista Company Revyse Digible, Inc Repli

Hawthorne Residential Partners stands above the NMHC Top 50. With a 4.53 Google rating for reviews that mention the Hawthorne brand, it tops the list of the largest managers in the US. Before we go further, let's step back and lay the foundation for Resident #005. Typically, there are two ways to measure the impact of brand: organic branded search volume and aided/un-aided awareness surveys. We have another approach to add to the mix. PMC/Operator brand mentions in reviews, in our view, could be the third. Is your brand resonating with residents so much that they mention it publicly? To find out the state of the industry today, we studied 380,000 Google reviews to research multifamily brand impact. The results make some interesting points, detailed in the article. But we also have a special bonus this week. As part of Widewail’s new partnership with Multifamily Media Network, Katie Ritter and Jake Hughes spoke to Mike Brewer of MultifamilyCollective to get an industry veteran’s take on the state of brand. He’s a bit…skeptical. But, there’s nuance. He sees potential in two areas: creating remarkable moments and leveraging loyalty programs. Brewer points out the challenges: → Maintaining brand consistency across different property types → The lower frequency of interaction in multifamily compared to hospitality → The overwhelming importance of location over brand Where brands can make a difference is through emotionally charged, memorable experiences and community-building initiatives. Read Resident #005, and you’ll find a link to the podcast →

S1E2 of Feedback Fatigue with Joshua Becerra, CMO of Pink Taco. "Consistency in Operations is the Best Marketing Strategy" Listen via your preferred channel: Apple Podcasts: https://lnkd.in/eiGrh8QV Spotify: https://lnkd.in/efVwivJG Website: https://lnkd.in/eBpJr487

Widewail started a podcast. Here's a detailed look at our production strategy, time-savings and AI efficiencies included. (The podcast is called Feedback Fatigue. Designed for multifamily, it's available now on Apple Podcasts)

Feedback Fatigue is now live! S1E1: "Using Reviews Beyond the Rating" with Faith Barker of Trilogy Real Estate Group. Listen: Apple Podcasts: https://lnkd.in/eiGrh8QV Spotify: https://lnkd.in/efVwivJG Widewail.com: https://lnkd.in/eBpJr487 Revyse: https://lnkd.in/e327PsXp In this episode of Feedback Fatigue, we cover: Proactive Approach to Feedback: Faith views feedback as a roadmap, not just a reflection of past performance. She emphasizes using both positive and negative feedback to make informed, forward-looking decisions. This helps Trilogy's operations and marketing improve continuously. Unique Community Approach: Trilogy does not treat all properties the same. Instead, they analyze reviews and feedback to understand each property's unique needs. This allows them to tailor strategies and operations to individual communities, ensuring a personalized resident experience. Leveraging Positive Feedback: Faith highlights the importance of using positive reviews as a marketing tool. For instance, if residents praise specific aspects of a property or a staff member, they create social media content, email campaigns, or videos around that. This reinforces good experiences and makes them visible to prospects. Importance of Maintenance Teams: Maintenance teams play a pivotal role in resident satisfaction. Faith discussed how, even at properties with fewer amenities, promoting the strength of the maintenance team helped secure leases. She emphasized building strong relationships with these teams, as they are the "lifeblood" of properties. "Real" Marketing: Authenticity in marketing is crucial. Faith explained that content captured with phones often performs better than professionally staged photos. Residents respond to "real" visuals and relatable stories, which help foster a sense of trust and community. Operations and Marketing Synergy: Faith’s role sits at the intersection of operations and marketing, a unique structure at Trilogy. This close integration allows for real-time decision-making based on feedback, bridging the gap between day-to-day operations and marketing strategies. Rebranding Driven by Feedback: Trilogy's recent rebranding was influenced by feedback from residents. AI Tools and Future Marketing Trends: Faith is leveraging AI tools like Copy AI to adjust marketing copy to different tones and voices, helping to resonate better with diverse audiences. She also stressed the importance of staying ahead of new trends, like Google’s Search Generative Experience (SGE), which will impact how reviews and feedback are summarized in search results. Feedback Fatigue is hosted by Widewail’s Katie Ritter, National Accounts, Multifamily and Jake Hughes, Director of Marketing.

REV #013: YoY review volume growth leaders, CDK Shutdown 3-month reputation study RANK: Of the 15 dealerships that grew their review volume over 660% YoY, 13/15 also saw a decrease in negativity during that timeframe. EXPLORE: We look at the impact of the CDK shutdown on review volume, negativity, mentions of "communication," and mentions of "staff" in the 3-months following the incident. VISUALIZE: Get to know the CDK reputation impact study charts in even more detail. Read REV #013:

Widewail launches its first podcast, Feedback Fatigue, on October 1st. During the Multifamily Marketing East conference in May, our team led a session on Voice of the Resident. One of the participants mentioned the challenge of “feedback fatigue.” This resonated with many attendees, sparking nods around the table. Rebecca Smith brought it up again during her presentation of the session’s summary to the room, and once more, it struck a chord. Strategies to cope with feedback fatigue are the focus of the show. How do we organize it? Measure it? Act on it? And most importantly, how do we manage the flow without letting it overwhelm our teams? We’re taking on this problem in Season 1 of Feedback Fatigue, and we’re going to learn together. Our Voice of the Resident series has already shared valuable insights with the industry, and the response has been overwhelmingly positive. But there’s a gap between high-level industry knowledge and actionable strategies for those on the front lines. This podcast is designed to bridge that gap. We’ll bring in operators and industry experts to discuss what’s working for them right now - sharing playbooks, tactics, frameworks, and innovative ideas. Here’s the Season 1 lineup: October 1st: Faith Barker, Marketing Manager, Trilogy October 8th: Josh Becerra, CMO, Pink Taco October 15th: Bobbi Steward, CEO, Revyse October 22nd: Rebecca Smith and Ashley Stran, Marketing & Business Development Director, Social Media Coordinator, WPM Real Estate Management October 29th: Janet Rosseth, Founder & CMO, Cadence Marketing Solutions November 5th: Kevin Wilson, Director of Marketing, Strategy & Planning, Southern Land Company November 12th: Dana Hill, Director of Customer Experience, RangeWater Real Estate November 19th: Michael DiMella, Managing Partner, CHARLESGATE The first episode featuring Faith Barker launches on October 1st. Listen to the show trailer and a bonus clip from episode 1 here: https://lnkd.in/eBpJr487

Expectations are causing your renewal problems. Reviewer “John” (real, but censored for privacy) illustrates this point nicely in his review. “The pool is why we moved here” turns to “we learned it needs constant attention” turns to “it has been closed all year.” (full text of review in article) John’s review highlights a common challenge in property management: the gap between initial expectations and the long-term experience. While he loves many aspects of his community—the floor plans, welcoming staff, and location—the pool, a major reason he moved, has become a source of frustration. Widewail’s Industry data shows this trend: amenities attract during tours, but negative mentions spike 80% during renewal. Expectations not meeting experience. As leasing season wraps up, we’re setting our sights on retention this week. You won’t want to miss: we break down each component of John’s review and analyze its likely impact on retention. #PropertyManagement #ResidentExperience #DataDriven #RenewalRetention #MultifamilyInsights

Today at 1PM: Widewail's Director of Marketing, Jake Hughes and National Director, Multifamily, Katie Ritter join Matthew Kilmurry on The Marketing Show. It’s quick (only 15 minutes), so please tune in. The topics we plan to cover: How Widewail got its start. Our most surprising findings in Widewail’s resident experience research. Examples of how multifamily operators are leveraging reviews beyond the typical use cases. How our review response technology-service hybrid works. How review strategy complements social media and SEO strategy. 0-1 advice for operators getting serious about reviews after a couple of years spent focusing on other priorities. https://lnkd.in/ebxD8PYz