Computer with a toolbox filled on top.

Getting the Most Out of Third-Party Website Tools & Integrations

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Computer with a toolbox filled on top.

Third-party website tools and integrations can be an excellent way to elevate a prospect’s experience on your senior living website. The right products can boost engagement and conversions, but the key word here is “right.”

Below, we discuss what to consider when selecting and using these products as part of your senior living marketing strategy.

The primary question to ask when choosing a third-party website tool or integration

The following questions should always be in the back of your head as you consider different products:

  • What’s the goal?
  • What does success look like?
  • How will you measure results?

But one over-arching question that encompasses all of the above is this: How does the tool fit into your strategy?

Remember, every good marketing decision begins with the right strategy to achieve your goals. Common goals include:

  • Getting more leads in the pipeline
  • Booking more tours
  • Getting more phone calls
  • Shortening the sales cycle
  • Advancing marketing-qualified leads (MQLs) to sales-qualified leads (SQLs)

Your marketing toolbox should have various website tools to help achieve these outcomes. Here are some popular ones to consider—and how to get the most out of them.

Website Tools & Integrations to Consider

Surveys/Assessments & Decision Tools

When prospects visit a senior living community’s website, they often want to better understand their situation and determine which level of care is the best fit. Survey and assessment tools can help.

Some of these tools focus more on the clinical aspects of the decision (e.g., Roobrik), while others are more aligned with lifestyle and socialization preferences (e.g., Waypoint).

Surveys and assessment tools can work well as an initial conversion point, but we often find even better results when used in lead nurturing and marketing automation campaigns.

Where to use them:

  • Place them strategically throughout the website.
  • Use them on thank-you pages to advance prospects to take the next step.
  • Link to them in your lead nurturing email campaigns to advance prospects into the next stage of their buying journey.

Chatbots, Live Chat, or Virtual Sales Assistants (VSAs)

These tools empower prospects to get information without speaking on the phone (or in person) with a sales rep. Our data shows that returning visitors are more likely to engage and convert using one of these tools and that chat is frequently the touch point that converts anonymous website visitors into contacts.

  • AI-based tools can mimic humans and respond to frequently asked questions, freeing your sales team and front desk from having to repeatedly answer the same questions.
  • Live human chat that connects more personally can elevate this experience even further. The prospect might feel more relaxed communicating through a screen (rather than on the phone or in person) while still appreciating that there’s an actual human on the other end of the exchange. This could be especially helpful for adult children researching communities on behalf of a parent. The adult child likely uses this form of communication for other tasks (like cable, banking, etc.).

The good news is that plenty of solid options exist, including SiteStaff Chat and Further.

  • PRO TIP: Think about the experience you want to create. An AI chatbot is a different experience than a human interaction. A bot is better on a mobile device since typing entire conversations on a cell phone is difficult. However, human chat might be better for visitors using a desktop. You could also opt for a hybrid solution that combines human live chat during business hours for laptop users and AI bots for mobile visits to your website and after-hours coverage.

Call Tracking Tools

Call tracking tools like CallRail provide valuable insights, such as . . .

  • Which marketing channels are making your phone ring
  • How well your inbound sales calls are being managed (for example, answered vs. not answered)
  • The quality of the sales interactions (which you can learn about by auditing recorded calls)

To get the most out of these tools, you must set up each marketing channel with a unique local phone number, monitor your dashboards, and audit calls regularly.

When you review the analytics, pay attention to the following items:

Call attribution. This will tell you which marketing channels and campaigns are generating phone calls. An important caveat: You must monitor calls to ensure you’re not wasting precious marketing dollars on generating calls from staff members, job seekers, vendors, or families trying to reach residents.

Missed opportunities. The dashboard should show you how many calls from your marketing channels go unanswered, are abandoned, or go to voicemail. Peak times often correspond with morning and lunch hours.

Call quality. Audit recorded calls to see how your sales reps interact with prospects. Things to listen for include the ability to build rapport, the percentage of time they spend talking vs. listening (the prospect should be speaking 70% of the time), how often the salesperson asks open-ended questions, and whether the salesperson tries to advance the prospect by offering them a tour, lunch, or an invite to an upcoming event.

Documentation. Go into your senior living CRM to see if the lead has been entered and if comprehensive notes summarizing the information gathered on the call exist.

  • PRO TIP: Integrate your call-tracking tool with your marketing automation (like HubSpot) to enroll prospects into SMS lead nurturing and follow-up campaigns.

Bounced Lead Retargeting

“Not all who bounce are lost,” according to NaviStone, a software company that helps marketers drive growth to their brands. NaviStone’s research shows that 95% of all website visitors leave without taking action.

But with NaviStone, you can retarget prospects who bounce with personalized direct mail sent to their home address. Yes, you read that right: They can send snail mail to anonymous website visitors on your behalf. (About 70% of website visitors can be matched with physical snail mail addresses.)

This product empowers you to find your hidden market of anonymous visitors and bring them back to your community.

Marketing Automation

Every marketing channel and conversion tool becomes even more powerful when it integrates seamlessly with a marketing automation platform. Once prospects engage with a website conversion tool, your automation should send personalized follow-up communications as part of a lead nurturing workflow.

Why? Well, most conversions will be marketing-qualified leads (MQLs), meaning they’re not ready for a sales interaction yet. That’s OK. You still have an excellent opportunity to build your sales pipeline for future move-ins with MQLs.

  • PRO TIP: We’ve found that tours scheduled through chat have a higher no-show rate than tours scheduled through calls. To reduce no-shows, create a workflow in your marketing automation platform that confirms the appointment, reminds them of the appointment, pushes the tour notification into the CRM, and alerts the salesperson to connect personally with the prospect pre-tour.

We’ve written extensively about marketing automation. Here are three articles to dive into next:

A caveat about empowering leads to disqualify themselves

Early-stage marketing-qualified leads (MQLs) may just want a quick answer about the price to self-qualify or self-disqualify. Some web chat tools allow prospects to check “cannot afford” after the pricing is revealed and self-disqualify without ever speaking with a salesperson.

Is this what you want? Do you push all of these “cannot afford” leads into your CRM? Or do you only push over sales-qualified leads (SQLs) who are ready to tour or want to speak with sales? Are you sure that every prospect who self-disqualified using a bot understands potential funding resources (like the Veterans Aid & Attendance benefit)? Are you ready to let them go without any follow-up?

We had a client who converted seven “cannot afford” prospects into move-ins because we nurtured and educated them about available funding solutions they were unaware of.

  • PRO TIP: Integrate your chat tool with your marketing automation platform. Segment your leads into SQLs and MQLs and create workflows for each.

Remember, website tools won’t increase your website traffic

One of the most important considerations when choosing a new toy for your website is your website traffic volume. Website tools do not generate traffic. They only convert the traffic generated from search channels (organic, paid, direct, and referred).

Only a small percentage of your website visitors will engage with these tools. If your site doesn’t get a lot of traffic, you’ll have fewer conversions. You should address that issue before you focus too much on adding bells and whistles to your site.

And guess what? We can help with that. Contact us to discuss your senior living website strategy.

Multicolor boxes stacked in various patterns.

More Tech Stack Tips for Senior Living Marketing

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Multicolor boxes stacked in various patterns.

Recently, I had the privilege of participating in a panel discussion at the Senior Housing News sales and marketing conference in Tampa alongside Sherrie Bebell and Wade Goodman.

The session, “Tech Stack Transformation: Innovating Senior Living Sales & Marketing in 2024,” offered a fascinating look into the collective drive to enhance the prospect experience, minimize decision-making friction, and refine the integration of marketing and sales for improved lead quality and conversion rates.

Of course, choosing the right tech stack can be challenging for senior living marketers since many legacy technologies haven’t adapted. Not to mention, there are so many new bright and shiny things to choose from.

We recently shared an article about the tech stacks all senior living marketing and sales teams should use. Now, let’s take a deeper look at three critical areas (and let’s use a fun analogy to explain them: shopping malls).

What do shopping malls have to do with your senior living community’s tech stack anyway?

Like shopping malls, today’s marketing tech stack has anchor stores, lots of smaller boutique shops, and a food court in the middle.

In this shopping mall analogy, the senior living website and CRM are at the ends of the mall, anchoring the smaller boutique shops. The marketing automation platform is the food court—it feeds the marketing machine. The small niche shops are your website chat, surveys, blogs, floor plans, videos, and so forth—the stuff that engages prospects as they pop in and out of their shopping experience.

Just as malls have had to rethink their structure to remain competitive, senior living operators should rethink their three anchor technologies: website, CRM, and marketing automation.

Outdated website? Here’s what to do next . . .

If your senior living website hasn’t been updated in over three years, consider this your sign for a makeover. Modern prospects expect a mobile-first, fast, intuitive, and easy-to-navigate online experience that allows them to research anonymously.

When doing your website makeover, emphasize original photography, comprehensive 3D floor plans, transparent pricing, trust signals like reviews, and robust educational content to keep prospects engaged and loyal to your brand.

Build your site on WordPress, own your hosting license, and avoid falling prey to proprietary websites that you cannot access and do not own.

Learn more about the ins and outs of effective senior living websites here.

Crappy CRM? Time to upgrade . . .

A great senior living CRM integrates with your chosen marketing tools, including your marketing automation, email marketing, chat (live or widget), surveys, call tracking, third-party aggregators, call center (outsourced or internal), Google Analytics, and social media.

The best CRMs also allow integration of choice rather than limiting the selection to only their preferred partners, which they monetize through forced bundling.

Today, with open APIs, Zapier, and custom middleware, operators should expect their CRM technology partner to provide bilateral integration with all marketing tools and platforms.

If your CRM doesn’t offer all of the above, it’s time to upgrade.

Is your marketing automation too basic? Time to upgrade here as well.

Your website (along with Google Analytics) should be able to capture the initial prospect journey information, such as lead attribution sources, most visited pages, entry and exit points, and conversion insights (where and how prospects are converting from anonymous website visitor to lead).

Your CRM picks up the prospect when they have advanced to a sales-qualified lead and documents all sales activities, effectively closing the loop when prospects advance to move-ins.

Your marketing automation, however, is the engine in the middle that works 24 hours a day to nurture and advance prospects throughout their journey. The connection between each of these three platforms ensures that there are no blind spots in the prospect journey and that no lead is left behind.

We recommend HubSpot above all others because of its reporting capabilities and the marketing dashboards you can create by ownership group, portfolio, region, and level of care. These dashboards allow you to visually display the entire lead pipeline by stage. You can see the ROI of every marketing dollar spent by channel, which is critical intel.

Don’t forget to integrate bespoke experiences for added panache, personalization, and conversions.

To complete our analogy of comparing the martech stack architecture with a shopping mall configuration, we can’t forget the smaller boutique stores that connect the anchor stores and the food court.

In our analogy, these would be all the third-party integrations that plug into your tech stack, including chat, surveys, call tracking, videos, map features, and the like.

Just as mall shoppers pop in and out of the niche store as they move between the large anchor chains and the food court, senior living prospects will use these tools when they visit your website.

Our approach to creating this foundational tech stack for our clients

Our clients have enjoyed great success using WordPress CMS, HubSpot marketing automation, and Welcome Home CRM. This combination of products provides complete visibility into the prospect’s entire journey.

From there, we can reverse-engineer move-ins to better understand:

  • The original lead attribution source
  • All the touchpoints along their decision path (engaging with social, paid, content, video)
  • Measure their engagement (number of website visits, landing page conversions, content downloads, and emails opened and clicked)
  • The number of days between first conversion and tour, first conversion and move-in, and tour-to-move-in by persona and level of care

Ready to rock your senior living marketing tech stack?

For communities that want to increase their lead generation and conversion rates, embracing a well-rounded tech stack is key. And we can help! Schedule a brainstorming call with us today, and let’s explore how we can transform your marketing tech stack.

portrait and close up of Two happy seniors buying a new house holding the key with his hand.

Tips for Better Senior Living Sales & Marketing Alignment Post-Deposit

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The biggest myth in senior living sales and marketing is that marketing ends once someone signs on the dotted line and delivers their deposit.

Here’s the reality: Sales and marketing teams must remain aligned post-deposit. Why? Two reasons.

First, happy residents are your best form of advertisement. They write excellent, engaging reviews. They’re also much more likely to participate in your community’s friends/family referral program. (Family and friends referrals enjoy high conversion rates.) However, happy residents don’t just happen. Your community should have a process for ensuring a smooth, branded move-in experience so that all new residents are happy.

But this brings us to the second reason why sales and marketing teams must remain aligned post-deposit: You can’t count on sales counselors to consistently provide a smooth, branded move-in experience. That’s not in their wheelhouse. Plus, the sales counselors are already busy trying to close sales-qualified leads who haven’t reached the deposit point yet.

Luckily, this work doesn’t have to be a heavy lift for your marketing department thanks to the wonders of marketing automation. You can set up post-deposit nurturing campaigns to help create a red-carpet experience for each new resident every time. These campaigns would automatically trigger once the deposit is noted in the CRM.

So, what types of post-deposit nurturing campaigns should you develop? We recommend creating campaigns around these 3 topics:

    • Keeping track of all the paperwork
    • Relocation/moving tips
    • What residents can expect their first week/month

Campaign #1: Say hello to streamlined paperwork

We don’t have to tell you about all the paperwork involved with moving into your community. But the amount of paperwork might surprise the prospective resident—or the person handling it on their behalf, like an adult child.

Creating a post-deposit workflow that helps new residents keep track of and make sense of all the documents will reduce their stress and make it easier for them to access what they need when they need it.

Some tips to keep in mind:

    • If your community has an online resident portal, provide clear instructions on how to access and use it. Include not only written instructions, but also a video walk-through. Audit the instructions—review them yourself and ensure everything makes sense and works as expected. Get feedback from newer residents and their families about their experience with the portal.
    • Make sure you include the right people in this workflow. For example, if a couple is moving in, make sure they’re both included. If family members have been involved in the process, include them. (This goes for all the post-deposit nurturing campaigns, not just this one.)

Campaign #2: Countdown to move-in day

Moving is considered one of the most stressful events in a person’s life. The move can become exponentially harder when you add the emotions of leaving a home you’ve been in for decades.

One of the best post-deposit campaigns you can develop is a countdown to move-in day with practical, actionable steps people can follow. But don’t overwhelm people with too much information in each email.

Things to include:

Start with a welcome email. When we create this campaign for our clients, we immediately send an email from the executive director or CEO thanking the new resident for selecting the community and letting them know how excited they are to welcome them to the family.

    • Downsizing strategies
    • Tips for selling a home
    • What to donate, give to friends and family, sell, and take
    • How to digitize pictures
    • Packing checklists
    • Vetted vendors, like the moving companies you recommend
    • PRO TIP: Speaking of vetted vendors, if you REALLY want to help your new residents transition successfully into your community, connect them with a relocation specialist. Intrigued? Check out our podcast with Maureen Longoria, Co-Founder of LivNow Relocation, which assists older adults and their adult children during this emotionally charged transition.

Campaign #3: What to expect your first week/month

When you sign up for a free 30-day trial of something, you often receive a series of welcome emails that do just that—welcome you to the service, highlight valuable features, and share answers to FAQs.

Model your community’s “what you can expect” campaign accordingly. Send a welcome email that arrives in a new resident’s inbox within 24-48 hours of moving in.

Send follow-up emails over the next 30 days that share info about . . .

    • Dining services. How to order, hours, where to request special meals, etc.
    • Activities for the next month.
    • FAQs. Collect and answer the most common questions new residents have in this email. (Or link to a page on your site with all the answers.)
    • What to do if something’s amiss. Give people a direct line to someone who can help them ASAP if something isn’t right or to their liking. Complaints or minor irritations aren’t unusual during a move into senior living. The key is making sure the new resident feels heard AND that they feel the issue is being addressed.

Need help creating a post-deposit nurturing workflow?

This isn’t a typical workflow that senior living communities implement—or that most senior living marketing agencies offer their clients. But we do! Get in touch and let’s discuss how we can put these workflows to work for your community.

Marketing automation for senior living

Marketing Automation for Senior Living: Real Results

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We spend a lot of time on the blog and with our clients discussing the value of marketing automation for senior living. But the proof is in the results. Below, we’re highlighting what two years’ worth of sound marketing strategy and automation achieved for Sinceri Senior Living, which is based out of Vancouver, Washington, and has over 70 communities across the U.S.

But first, let’s have a quick refresher on marketing automation.

Why does marketing automation for senior living matter?

Marketing automation enables you to send the right message to the right person at the right time. As its name suggests, everything happens automatically in the background. A website visitor’s actions enable marketing automation to glean the visitor’s intent and give them a lead score. The score helps determine the next steps.

For example, if someone downloads a guide about retirement planning and indicates they want to move to an independent living community within a couple of years, they would receive a different score than someone who requests a tour next week because their mom needs memory care ASAP.

The former would be considered a marketing-qualified lead (MQL). They’ve indicated intent and interest, but they’re not ready to buy now or any time soon. They’ll enter lead nurturing workflows designed to keep them engaged.

The latter is a sales-qualified lead (SQL). They’ve indicated sales readiness through their actions and the info provided through the tour request.

The marketing automation can keep track of everyone—who they are, their lead score, and what should happen next. The automation also frees up the marketing and sales team from mundane, repetitive processes—and the automation can quickly scale to accommodate multiple communities.

So, instead of keeping track of who’s who and when to send emails, the marketing team can focus on developing engaging content that attracts more qualified traffic to the website—think blog posts, videos, and social media content. Meanwhile, the sales team can focus on high-intent leads instead of wasting time working “all leads,” which has traditionally been the approach in senior living.

OK, so all of this might sound well and good in theory. But how does marketing automation work in practice? Is everything as seamless as we described above? And what about the results?

Below, we’re sharing two years’ worth of results for Sinceri Senior Living: August 2021 to August 2022, and August 2022 to August 2023. Sinceri is a prime example of how automation can enhance marketing efforts, streamline processes, and, most importantly, drive tangible results.

Year one: Building a solid foundation

Sinceri Marketing Numbers

The stories behind the numbers

Sinceri’s blog enjoyed an impressive 20,007 views, a crucial indicator of increasing online engagement. The real success, however, was evident in the conversion rates. The MQLs stood at 6,923, a significant portion of which (3,694) came from guide downloads and 3,229 from brochure downloads.

The SQLs were even more telling of the strategy’s effectiveness, with 5,160 conversions comprising 3,229 tours and 1,931 requests to speak with sales representatives. This successful nurturing of MQLs to SQLs was marked by 3,406 advancements, a testament to the effective combination of email nurturing and lead scoring.

The move-ins may be the most compelling evidence of the automation strategy’s success. Out of 343 total move-ins, 232 were attributed to first-touch SQLs and 111 to first-touch MQLs, translating into a remarkable $24,696,000 in revenue, considering the average resident lifetime value.

Year two: Refining strategy and focusing on quality

 

The stories behind the numbers

The second year (August 2022 to August 2023) showed an interesting trend. Although blog views decreased to 14,400, this wasn’t necessarily a setback. In fact, it highlighted a more targeted and quality-driven approach to traffic acquisition. The MQLs slightly increased to 6,995, indicating more efficient conversions despite lower traffic. The brochure downloads significantly rose to 5,206, showing a shift in user preference and content effectiveness.

The SQLs saw a notable increase to 7,773, underscoring the efficiency of the nurturing process. The number of move-ins also rose to 392, with a higher proportion of first-touch SQLs (251) than first-touch MQLs (141). This translated into a staggering $28,224,000 in revenue, further cementing the effectiveness of marketing automation in driving real financial outcomes.

The value of marketing automation for senior living operators

The above results demonstrate the value of marketing automation for senior living communities. The results include:

  • Enhanced engagement: Automation tools help the right leads receive the right messages at the right time, boosting engagement and conversions to the next steps.
  • Improved conversion rates: The transition from MQLs to SQLs and then to actual move-ins highlights how automation streamlines the lead nurturing process and positively impacts conversions.
  • Increased revenue: The substantial rise in revenue over two years highlights the direct financial benefits of adopting a well-strategized marketing automation system.

Sinceri Senior Living’s experience with marketing automation offers invaluable insights for other senior living communities. It demonstrates that with the correct setup and strategy, marketing automation isn’t simply a tool for efficiency; it’s a pathway to meaningful engagement, better conversions, and significant revenue growth.

Want to turbocharge your community’s marketing? Let’s talk!

We can help you implement marketing automation so that it delivers the ROI you crave. Get in touch and let’s talk about marketing automation.

Senior woman outdoors hiking with backpack.

What Is a Solo Ager & How Do You Market to Them?

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You’ve likely been hearing the term “solo ager” more and more. This is yet another demographic you must keep in mind as you market your senior living communities, especially if your levels of care focus on active adult living and independent living.

But what is a solo ager, exactly? Do you need a completely new marketing playbook for them? This article aims to answer those and other relevant questions.

What is a solo ager?

Solo agers are adults in their mid-50s and older who are aging “solo” since they don’t have children or current life partners. Some solo agers might be widowed or divorced—or they never married in the first place. Others might not have any children—or the children they had are deceased. Whatever their circumstances, what solo agers have in common is navigating their senior years on their own.

A synonym for solo agers includes “kinless seniors.” (The New York Times published “Who Will Care for Kinless Seniors” in June 2023, which is worth the read.)

Here are some interesting stats about this demographic:

12% of adults over 50 are aging solo. [Source: AARP]

27% of American adults aged 60 and older are aging solo, and older adults in the U.S. are more likely to live alone than anywhere else in the world. [Source: Pew Research Center]

The percentage of one-person households more than tripled in the U.S. between 1940 and 2020, going from 7.7% to 27.6%. [Source: U.S. Census Bureau]

In 2019, nearly one million older Americans had no spouse, partner, children, or siblings (approximately 370,000 were women over 75). [Source: The New York Times]

Solo agers aren’t necessarily sad about going it alone

Don’t let any negative connotations with the word “solo” fool you. Many solo agers have chosen this path. For example, some older adults might end a long-term marriage later in life to pursue happiness elsewhere, like Al and Tipper Gore famously did. This is known as “gray divorce,” and it’s been on the rise.

And even if becoming a solo ager wasn’t intentional, that doesn’t mean solo agers are necessarily sad about their position (though some are). As AARP notes in a recent survey, even though solo agers might face challenges, most feel “optimistic about their quality of life as they age,” with only 12% of those surveyed saying they feel pessimistic.

Still, it’s also worth noting that the same AARP article revealed that solo agers haven’t planned for their future living arrangements, even though statistically 70% of people over 65 will need long-term care at some point.

This suggests an opportunity for senior living marketers. The question becomes how to effectively reach this demographic.

How is marketing to solo agers different from marketing to other demographics?

Senior living communities are used to interacting with adult children just as much as older adults. With solo agers, the concept of an adult child (or other family member) is no longer in play. This could make the sales process easier since you won’t have multiple influencers, just the solo ager. The challenge will be piquing the solo ager’s interest to begin with.

The AARP survey revealed that most solo agers haven’t given thought to what’s next: “Among those still living in their own home, the survey shows 95% have not made a reservation at a community for older adults, looked for a cheaper or easier place to live (82%), or modified their home to make it easier to live in as they age (78%).”

This suggests the solo ager sales cycle might be longer than for independent living, which is already long and requires at least 22 touch points.

Developing marketing campaigns for solo agers—starting with educating them on what senior living is and how they can finance it as a single person—is a smart first step communities can take now. You should also produce content about related issues that solo agers are researching and reading online. For example, many solo agers subscribe to AARP publications. Running ads or advertorials with AARP could be a way to begin planting the seed with solo agers that there’s a place for them in senior living.

  • PRO TIP: A great time to engage solo agers is around the holidays, like Thanksgiving and Christmas. You could do a targeted campaign for solo agers in your area, inviting them to a festive event in your community. The fourth quarter is historically slow for senior living sales because potential residents want to spend one last holiday with their families. But most solo agers won’t have this objection. Your marketing and sales teams could create a compelling offer that entices solo agers to move in November or December.

Do you need a new marketing playbook for solo agers?

Good news! Your marketing playbook doesn’t need to change, but the messaging does. You’ll still want to use marketing automation and compelling content, just like you do for other demos. But you’ll need to begin with more education and help solo agers feel like there’s a true place for them in your community and that you’re not simply swapping the words “solo agers” into all of your existing messaging geared toward other personas, like older couples or people with adult children.

Instead, you must offer messaging that will resonate with this demo and reinforce their independence and desire for choice while empowering them to see the value in—and ultimately make the move to—senior living.

  • Develop a solo ager persona. This is an entirely new persona, one that will evolve as everyone begins to better understand the solo ager’s specific wants and needs.
  • Create educational content that will resonate with them. This persona needs educational content that demonstrates you understand who they are.
  • Follow solo-aging trends. Because this persona is so new, no one has it figured out. We’re in unchartered territory. (The name “solo ager” might change, too.) Set up relevant Google Alerts on solo aging and any synonyms that develop. Follow brands that successfully cater to this demo and study their messaging. Experiment with different messaging, see what works, and fine-tune from there.

From a broader organizational perspective, senior living communities might need to rethink what senior living looks like for this demo. (This is true for Boomers, too.) These are incredibly independent personas. Apartments with shared walls won’t be as attractive as stand-alone homes. This shift could impact your existing campus—or plans for new construction. But it’s not an unheard-of idea. (This senior living community in Massachusetts offers spacious two-bedroom standalone cottages with garages on its campus—and all the typical amenities, like dining and housekeeping.)

Bottom line: Start focusing on solo agers NOW

This is a long-term play. Solo agers in their mid-60s won’t be signing leases with your assisted living or independent living community tomorrow—or next year. However, if you prime this persona’s pump now, especially through education and by demonstrating you understand their unique needs, your community will stand a better chance of engaging with them when they are ready.

If you need help with any of this, work with us. We’ve created a bunch of solo aging-specific content, including a guide designed specifically for solo agers, that our clients can customize and use to target this demo. Reach out to learn more.

Animation of physic with crystal ball predicting the future

Senior Living Marketing Predictions for 2024

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It’s that time of year when we ask our team members to gaze into their crystal balls and make senior living marketing predictions for 2024.

Here’s what everyone had to say…

Deborah Howard, CEO


“I think we’re going to see more movement towards emotionally resonant messaging. We’ve got to get away from “just the facts” messages of ’here’s another blog,’ ‘here’s another guide,’ or ‘here’s another ten reasons you should move into senior living.’

People buy emotionally, and then they support that decision intellectually. If all we’re doing is feeding prospects intellectual stuff, they’ll get stuck.

If senior living communities want to compete successfully in 2024 and beyond, they must include emotional messages in their content—and not just words, but in visuals, too.”

Andréa Catizone, President & COO


“Here are my 2024 marketing predictions for senior living:

  • Increased Emphasis on Personalization: Tailoring content and advertising to individual preferences and behaviors can enhance user experiences and drive better engagement. By the way, that’s something AI doesn’t always do well.
  • Rise of Video Content: Video continues to be an engaging channel. We hope to see more senior living communities do more to capture video reviews, “A Day in the Life,” etc.
  • Voice Search Optimization: My 93-year-old mother’s best friend is her Amazon Echo. Seniors are using their virtual assistants more than ever. Senior living providers, especially larger organizations with established web presences, should start thinking about optimizing for voice search in 2024 to stay ahead of the curve.
  • Privacy Concerns and Regulatory Compliance: Privacy policies and adherence to website regulatory requirements will be a top priority for website owners.
  • Personalized and Targeted Campaigns: Long gone are the days of “one-size-fits-all” when it comes to marketing campaigns. But too many communities still have that mindset. I think we’ll see a (mostly) complete shift away from that thinking. If we want to engage prospects, especially younger Boomers, we must engage them through highly personal content tailor-made for them.
  • Online Reviews and Reputation Management: Not only do good reviews improve your trust rating for the Google bots, but more and more prospects are looking at reviews as part of their research. Communities that understand this and spend time (and budget) maintaining their reputation will compete well in 2024.”

Paul Trusik, Director of Operational Technology


“Gazing into 2024, I expect to see more marketing integrations using AI features, whether it’s to aid in content generation for email marketing or landing page copy or to help sales teams quickly formulate replies to prospects from their respective CRMs. Many of our chat partners are also harnessing AI features to help arm their chatbots with enhanced sentiment alongside informational community scripts.

Also, I expect a rise in SMS (text) campaigns to complement what we’re already doing with email campaigns in our marketing automation platforms.

Some ten years ago, we patiently waited for adult children to start researching online as the senior living industry started ramping up digital marketing efforts. Now, we expect that same demographic will start getting just as comfortable communicating via text vs. email and phone.”

Doug Demaio, Director of Client Success


“My prediction is that senior living marketing becomes more integrated with each aspect of the community experience—and that the marketing itself becomes more experiential.

As the Me generation ages into senior living, they’re wanting more choices, more amenities, and more activities. Senior living providers who lean into this by making things like health, wellness, workout spaces, dining, and outdoor activities part of their marketing materials (making them marketing assets rather than liabilities) will be able to connect with more of these folks.

Marketing overall will also lean into digital tools that allow for a more experiential effect: Being there virtually for tours, chatting with leads in real-time on your website, hosting digital and in-person events — really bringing the lead into the community for an authentic experience, in person, or virtually.”

Jim Podewitz, Director of Content Strategy


“Generative AI burst onto the marketing scene in 2023. I see 2024 as a year of taking a closer look at the quality and accuracy of AI-generated content and reassessing AI’s place in content creation. Ultimately, I think we’ll see AI as a tool for creating better content more efficiently vs. a machine that generates greater volumes of vanilla content.

Another prediction: Prospects want to be contacted by senior living communities the way they contacted the community in the first place. The next generation of marketing automation will embrace a broader spectrum of channels to reach and nurture prospects and use the ones preferred by the prospect.”

Kerri-Anne Pendergast, Director of Social Marketing


“Here are a few things I predict for 2024: Both X and Threads will continue to decline while Instagram (Meta) increases. We’ve continuously seen users take part in image- or video-based scrolling versus something like Threads/X, which are text-based.

More social media platforms will hop on the AI train. Snapchat was an early adapter. Now, Meta is using celebs to help with their AI movement. X, LinkedIn, and Threads will likely follow suit, allowing you to write AI-generated posts.

Another prediction: Think more click-to-buys. TikTok Shop makes it easy for creators to make money on the platform by selling their products directly on their profiles, and users don’t have to leave the app to complete their purchases. Augmented reality also plays a role in this. You can see what something looks like on you, or in your house (furniture), or a 3D version of that item without being in person to make your purchase. (Editor’s note: Read Kerri-Anne’s take on TikTok for senior living.)

Senior living communities will use more video! At least, that’s my hope! 😊”

Christopher Zook, Director of Paid Media & Strategy


“By far the biggest event of the year will be the near-universal deprecation of cookie tracking. All major browsers, including Chrome, Safari, and Firefox, will prohibit cookie tracking to protect user privacy.

Because of this, the most significant transition next year—and probably the largest source of chaos in senior living digital marketing—will be the confusion that arises from not updating conversion tracking correctly. Incorrect installation means sudden drop-offs in reporting numbers, which will make marketing teams think an emergency is happening while sales teams continue to earn the same volume of leads.

Adapting to cookieless tracking is easy, particularly with Google Ads, and massively important as this giant shift takes place across the whole Internet.” (Editor’s note: If you’re a Senior Living SMART client, don’t worry: Our team is WAY ahead of the curve.)

Got questions? Need help with your senior living marketing next year? Get in touch.

We love helping communities increase occupancy through strategic and proven-to-work marketing initiatives. Reach out and let’s talk.

Senior Living Digital Marketing: Our Favorite Tech

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One of the most interesting things about owning a senior living digital marketing agency is that we get to play with all the marketing technology our clients use to increase lead generation and conversions.

As a holiday gift to you, here are some of our favorites—and there are some lumps of coal at the end!

Senior Living Digital Marketing: Here Are a Few of Our Favorite Things

Website: WordPress. Why? Because your website is your most important marketing asset, you must own it, not rent it. You should be able to access simple updates without getting in line and taking a number. WordPress is affordable, accessible, and intuitive. Plus, integrations are a breeze.

CRM: WelcomeHome. Why? Oh, where do I start? WelcomeHome is a senior living CRM designed to help sales teams succeed thanks to intuitive navigation aligned with the prospect journey, straightforward customization, amazing customer service and training, stress-free data migration, robust reporting, and every integration you could possibly want. WelcomeHome wants to be the best CRM; it doesn’t force you to buy other proprietary add-ons. Instead, it allows for integration of choice.

Marketing Automation: HubSpot. Why? This all-in-one marketing suite is the simplest solution for measuring the ROI of every marketing channel. You can consolidate all your marketing channels in one place, including website performance, local search, organic search, Google Analytics, social media, content marketing, paid ads, email marketing, live chat, and prospect engagement tools. The reporting dashboards are elegant and allow users to create custom views by region or portfolio/ownership group.

  • PRO TIP: The technology solutions described above are your best foundation for successful senior living digital marketing. Combining these three tools will eliminate blind spots between marketing and sales.

Prospect Engagement Tool: Roobrik. Why? This is the best tool to help operators find early-stage prospects to fill the sales pipeline with future opportunities. Remember, your website has a significant audience of “not yet ready” prospects. They won’t click to call or schedule a tour, but they will engage in Roobrik’s educational surveys to help with their independent research. You’ll learn so much about who is visiting your website, including their motivation, objections, and qualifications, all of which is valuable marketing intelligence.

Chat: SiteStaff Chat. Why? Their recent updates combine what all our clients need: AI capabilities when acting as a self-serve chatbot combined with live human chat for more in-depth conversations. It’s HIPAA compliant, and all chat hosts are US-based and hired for empathy. Use the bot function on mobile and for after-hours inquiries. Offer the live human chat on desktops where typing is more intuitive.

Local Search Tool: BrightLocal. Why? This platform manages Google Business Profile updates, directory listings, and reviews. They also offer an extremely helpful local search grid that shows how every community ranks for local search results by keyword. You will know in five-mile increments which competitors are beating you in local search.

Senior Living Digital Marketing: Lumps of Coal to Avoid!

Any website content management system (CMS) that is proprietary. Don’t get fooled by the “easy button” of templated rental websites. If you don’t own your hosting license (as low as $250 a year), your website development vendor owns your content. They also own your analytics and your reporting (and they decide what to report on!). And good luck trying to move your website elsewhere.

Integrated CRMs that don’t allow integration of choice. Guess what? You should be able to choose your best-in-class suite of integrations, not be forced into a bundle. You should be able to choose your CRM, marketing automation platform, call tracking solution, EHR/clinical suite, and financial/billing system. If a CRM company only supports its own products, that means it’s more interested in generating revenue than helping you find the best solutions.

Need help implementing any of the above?

Get in touch and let’s discuss your senior living digital marketing needs for 2024—and beyond!

Senior couple sitting on sofa reviewing a websiteon computer

Senior Living Website Design: Does Yours Build Trust?

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Your senior living website is your most important marketing asset, one that must build trust with prospects no matter where they are in their journey.

What’s the number one reason most people mistrust a website? Poor site design.

Luckily, your senior living website design is something within your control. A good design does cost money, but it’s a worthy investment.

Here’s the secret sauce to a senior living website that builds trust:

  • Designed with the user in mind: Think simple navigation, highly intuitive feel, and accessible.
  • Worthwhile content: Think engaging stories through words, visuals, and overall design and layout.
  • Technically sound: Think mobile-friendly, fast, and secure.

Below, we take a deeper dive into each bullet point.

Senior living websites that build trust are designed with the user in mind.

Think accessible.

You want to create a senior living website that’s aesthetically pleasing and accessible. Making a website accessible isn’t simply the right thing to do. For some businesses, it’s also required.

Private businesses and nonprofits with 15 or more employees are subject to the website compliance guidelines defined by the Americans with Disabilities Act (ADA). This act likely covers most—if not all—senior living communities.

At a minimum, you must consider things like . . .

  • Font size and color contrasts (e.g., can people distinguish what’s a link vs. regular text?)
  • Whether all photos have appropriate alt text
  • Whether the site is easy to navigate with adaptive technologies (like screen readers)

And that’s just the beginning.

Learn how we help our clients make accessible websites with UserWay.

Think custom.

We always urge our clients to avoid stock images. We can’t tell you how often we see the same images of older adults across different community websites.

You’ll have difficulty differentiating your site if you’re using the same canned images. Someone might even think they’re on your site because they recognize an image when, in reality, they’re on a competitor’s site that uses the same photos. Custom photography allows you to differentiate, enhance your brand, and better tell your community’s story.

You’ll also want to avoid website templates for various reasons, but the main one is it’s hard to create a custom experience from a template. (Here’s a longer list of why you should avoid templated websites.)

Think fresh.

Websites can grow stale and stagnant, especially in the senior living space. You’ll want to refresh your senior living website every two to three years (or even redesign it).

Senior living websites that build trust offer worthwhile content.

Content and design go hand-in-hand. You could have the best content in the world, but a poorly designed site will cause people to bounce before they fully experience it. On the flip side, a beautiful site will be nothing more than an empty shell if the content doesn’t pass muster.

So, let’s talk about content. The content on your senior living website should provide facts and connect with your audience’s emotions. The best way to accomplish the latter is through storytelling. Stories can attract, engage, and persuade your audience by showing them through words and visuals how your community can solve their problems and improve their lives.

To create compelling stories, you should follow some best practices. Use real photos and videos, a clear and conversational tone, emotional words and sensory details, and a simple, logical structure.

You can also use storytelling techniques to craft riveting narratives that resonate with your audience. Examples include the hero’s journey, the before-and-after, or the problem-solution.

With storytelling, you can create great content for your senior living website that sets it apart from the competition and helps convert anonymous traffic into tours.

Senior living websites that build trust are technically sound.

Your senior living website design must also consider technical aspects in addition to the overall look and feel. If you have one without the other, you won’t be able to deliver a great user experience.

Stuck on how to evaluate your site from a technical perspective? Begin by asking the following questions:

How speedy is your site?

Site speed is a crucial factor for user experience and SEO. A slow-loading site can frustrate your visitors and make them bounce. It can also affect your Google ranking, especially on mobile devices.

According to Think with Google, the probability of bounce increases by 32% as page load time goes from one second to three seconds. Get in the habit of checking your site speed and performance regularly. Optimize it by using tools like Google’s PageSpeed Insights or GTmetrix.

Here are some other ways to improve site speed:

  • Compressing and resizing your images
  • Minifying and combining your CSS and JavaScript files
  • Enabling caching and GZIP compression
  • Using a content delivery network (CDN)
  • Removing unnecessary plugins or scripts

How does your site render across mobile devices?

You must optimize your senior living website for mobile devices. A mobile-friendly site is important to Google and to prospects, many of whom will be viewing your site on something other than a desktop.

Note: An independent website audit will give you and your team an overview of what’s working and what’s not, especially from a technical standpoint, including how well the site renders across mobile devices.

How’s your site’s security and privacy?

Site security and privacy are essential for building trust and credibility with visitors, residents, and their families. A secure site can protect your data and users’ data from hackers, malware, and phishing.

Some of the ways to improve your site security and privacy are:

Some items are invisible to site visitors or aren’t front and center (for example, privacy policies are usually linked in the footer). Although subtle, all are essential trust signals. Consider the privacy policy. When someone wants to read your privacy policy, your site will build trust when it’s super easy to find it.

We can help you develop a senior living website design that builds trust.

Your website is your community’s online hub. You can’t successfully compete if it’s not in top shape. Let us help. Start with our Total Online Presence Audit. Or get in touch and let’s chat about your website’s specific needs.

Senior woman on couch with headphones creating a TikTok

Senior Living Social Media Marketing: Is It Time for TikTok?

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Last month, we talked with Kerri-Anne Pendergast, our Director of Social Media Marketing, to discuss her approach when she works with our clients here at Senior Living SMART.

Today, we invited her back to address a burning question so many senior living communities have: Is it time to get on the TikTok bandwagon?

It’s an understandable question given how the platform exploded onto the scene in the U.S. in 2018 and rose to the be the most downloaded app in 2022, according to Statista. Further, TikTok boasted 755 million users in 2022 worldwide, 6.4% of which are 55 and older.

So, is TikTok worth all the hype? Like so many things in life, it depends. In this case, it depends on the audience you’re trying to reach. TikTok has made everything from beauty brands to authors “TikTok famous.” But what about senior living?

Let’s get Kerri-Anne’s take.

If you had to describe TikTok in a nutshell, what would you say?

TikTok is a fun social media platform that’s all about short-form videos. The audience is huge, but there are many niches, like BookTok, GamerTok, BusinessTok, etc.

What are some reasons why communities should consider TikTok?

It’s engaging, fun, and easy to go viral, thanks to TikTok’s algorithm (you don’t necessarily need to have a ton of followers or be a big brand to have a video take off).

Even better? This article from Insider discusses how participating in social media trends on TikTok might be good for seniors’ mental health. The same article points out that the reaction to TikToks featuring seniors has been overwhelmingly positive, too.

Over the last year or so, we’ve seen more senior living communities dipping their toes into TikTok. Here are some examples of popular TikToks featuring senior living residents.

 

@arcadiasrlivingbg

Our halftime show > Rihanna’s halftime show 💃🪩🏈🤍🎶🎤 #seniorlivingcommunity #halftimeshow #SuperBowl #rihanna #fyp

♬ original sound – Brian Esperon

@rivergroveresidents

Pew Pew 😂😂❤️ #seniors #seniorliving #seniorcommunity #foryou #fypシ #nerf #rivergrove #nursinghome #residentsoftiktok #rehabfacility #activitiesdepartment #activitydirector #lovemyjob

♬ Mission Impossible Theme (Movie Trailer Mix) – Dominik Hauser

@nathanjoneslife

Our visit with @ourseniormoments was so much fun. What is your favorite age so far? | #age #aging #seniorliving #grandmasoftiktok #interview

♬ See You Again (Piano Arrangement) – Alexandre Pachabezian

Why should communities hold off on TikTok, at least for now?

The two main reasons to hold off on TikTok:

  • Your residents don’t want to participate. (Remember, you should always get explicit consent from the people appearing in your videos.)
  • You don’t have someone in the community to create the videos. (There’s not much your marketing company can do to help with this. You need boots on the ground.)

In your opinion, what needs to happen for a community to develop a successful TikTok presence?

The recipe for success isn’t much different than it is for other social media platforms, with one exception—as we mentioned, TikTok is all about video, particularly short-form video. Only recently has TikTok allowed videos up to 10 minutes in length. Before, it was all about quick, entertaining vids in under 60 seconds (and these short videos are still hugely popular).

But getting back to best practices. If you want to create a successful TikTok presence for your senior living community, you must:

  • Get consent and buy-in from residents appearing in your videos.
  • Post regularly.
  • Let the audience get to know your residents.
  • Engage with the audience, answer their questions, and respond to their comments.
  • Use trending music.
  • Keep up with other popular trends.
  • Have fun with it. (Because this WILL show in the final product.)

Do you think TikTok will become a must-have platform for senior living communities in the next five years?

In the near future, TikTok will continue to skew young. But that doesn’t mean you can’t maintain a presence for your senior living community, provided you have the interest and bandwidth.

TikTok will continue to be a great place for showing off your community’s lifestyle. But it won’t be the platform that helps you promote content or converts people into tours and move-ins. At least, not yet.

Facebook will likely remain the key social media platform for most senior living communities. Facebook is currently the number one social media platform in the U.S. and by a comfortable margin (74.2% of adults use it; the next platform after that is Instagram at 60.5%)

Of course, things will likely evolve over the next five to ten years, especially as younger Baby Boomers and Gen X near retirement age. So, like everything else, stay tuned.

If a senior living community had to focus on one or two social media platforms (TikTok, YouTube, Instagram, or Facebook), which ones do you recommend?

Focus on Facebook. It’s very well-rounded and fits the demographics better.

And here’s what you need to remember: TikTok isn’t the only place to consume short-form content. When TikTok took off, the other platforms took note. So today, Facebook and Instagram have Reels, and YouTube recently launched YouTube Shorts (videos that are sixty seconds or less).

In other words, people now have more options for consuming short-form content—they don’t need to go to TikTok. If you’ve already built a strong presence on Facebook and YouTube, try adding short videos to those platforms before starting a TikTok account.

Pro tip: If you create one short video, you can republish it in multiple places for expanded reach.

Is there anything else you want to ensure we convey about TikTok for senior living?

If you use it, post fun videos regularly and let the audience get to know your residents. Engage with the audience. If they have questions, do a TikTok that answers those questions. Respond to comments. And most importantly, have fun with it.

Go in with reasonable expectations. Remember, you won’t use it to promote content or schedule tours. Instead, you’ll use it to capture your community’s unique vibe. Keep it fun, light, and engaging.

Need fresh eyes on your social media marketing strategy?

We can help! Get in touch, and let’s discuss social media.

 

Senior Living SEO Companies

Senior Living SEO Companies: Do You Need One?

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Some readers might think they need a senior living SEO company in addition to (or instead of) a marketing agency. However, other readers might think having a separate SEO company is redundant if you already work with a marketing agency.

Which is it? Who’s right?

Like so many things in life, it depends.

Below, we get into the nitty-gritty by answering the following questions:

  • What is a senior living SEO company?
  • Do senior living SEO companies typically offer marketing services?
  • Why would a community opt to work with a senior living SEO company instead of (or in addition to) a marketing agency?
  • Are there drawbacks to using two agencies—an SEO company and a marketing firm?
  • What are the hallmarks of a good senior living SEO company?
  • Do you need an SEO company if you work with Senior Living SMART?
  • Will Senior Living SMART work with your community if you already have an SEO company?

What is a senior living SEO company?

First, a refresher: SEO stands for search engine optimization. In a nutshell, SEO involves improving your website so that it has greater visibility in Google search results.

You can improve your site for search in various ways, like making sure it renders well across mobile devices and that it’s full of helpful content built around relevant keywords.

As its name suggests, an SEO company delivers services to help your website pages rank higher in Google. A senior living SEO company focuses on a specific niche: senior living.

Do senior living SEO companies typically offer marketing services?

While exceptions certainly exist, any business labeling itself as an SEO company likely focuses only on SEO-related services. Otherwise, it would describe itself as something else, like a marketing or web development agency.

Remember, SEO is a sub-set of digital marketing services. For example, one of the many services we offer at Senior Living SMART is SEO—and we cover it from every conceivable angle: keyword research, optimized content, technical SEO, and on-page/off-page SEO.

Why would a community opt to work with a senior living SEO company instead of (or in addition to) a marketing agency?

Not all marketing agencies offer SEO services. And even those that do might have different levels of expertise. For example, a marketing firm with deep content marketing expertise might be adept at optimizing content for search, but it might come up short regarding technical SEO. In this case, it might make sense for the community to contract a senior living SEO company for all things SEO.

Are there drawbacks to using two agencies—an SEO company and a marketing firm?

The most significant drawbacks of working with an SEO and marketing agency are silo mentalities and overlapping costs.

  • Silo mentalities. It’s easy for silo mentalities to set in if the two agencies don’t communicate or share insights. If you work with two firms, you’ll want to encourage collaboration.
  • Overlapping costs. When you work with one agency that handles everything in-house, you’ll get a comprehensive services package instead of paying two separate fees that are bound to have some overlap.

What are the hallmarks of a good senior living SEO company?

Anyone can hang out a shingle and call themselves an SEO company. Unfortunately, plenty of shady characters occupy the space. Always conduct due diligence before signing contracts.

Things to look for in a quality SEO company:

  • Great reviews on Google and positive testimonials from real customers
  • A professional website that highlights team members’ credentials
  • Relevant certifications (such as Google Analytics)
  • Case studies that demonstrate expertise
  • A robust client portfolio (ideally with clients in the senior living space)
  • The ability to provide a clear strategy for achieving your goals, including a local search strategy
  • A clear policy regarding AI (like ChatGPT) and SEO

PRO TIP: Avoid anyone who guarantees high rankings.

Do you need an SEO company if you work with Senior Living SMART?

For over a decade, we’ve been assembling a talented team of SEO specialists—from writers to technical gurus to everything in between. So the short answer is no—you don’t need a separate SEO company if you work with us. We’re truly a one-stop senior living marketing agency.

Will Senior Living SMART work with your community if you already have an SEO company?

Good marketing agencies are flexible. We understand that communities might contact us for marketing help after signing with an SEO company. We’re happy to collaborate with your vendors (and not just SEO specialists, either). We work hard to make sure we’re not duplicating efforts because we don’t want you to pay for things twice.

Get in touch and let’s chat about your senior living SEO and marketing needs.