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Are You Maximizing Your Senior Living Marketing Budget?

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The success of your senior living marketing—whether in-house or outsourced—is measured by tours, deposits, and move-ins. While it might be tempting to think your marketing is “working” as long as those three things consistently trend upwards, you could be leaving money on the table and not even realize it.

Budget season is the perfect time for a gut check. Here’s what to do . . .

Review your traffic and conversion sources.

As the saying goes, you can’t manage what you don’t measure. Questions to ask:

  • Do you have complete visibility into each of your marketing channels, including digital and traditional?
  • Are you using UTM tags properly so you know where people are coming from and how, when, and where they convert?
  • Do you use centralized marketing technology, like HubSpot or something similar, that empowers you to monitor traffic sources and campaigns throughout the prospect’s journey?
  • Does your marketing tech integrate with your CRM? If not, the two systems won’t communicate, leading to disjointed data.

By asking these questions, you can identify areas you need to fix or improve. For example, if you recently launched an email marketing campaign, but the tracking is broken or non-existent, you won’t know if the campaign is working—or how well.

Or maybe your website traffic and conversion sources are not aligned or a historically successful source of qualified leads is trending down.

Again, these things can be subtle and easy to miss, especially if conversions seem good and the sales team appears happy. You must be proactive, pop the hood, and see what’s what. If you don’t, you might lose out on viable leads that could turn into tours, deposits, and move-ins.

Evaluate your content’s performance.

You need content for all phases of the buyer’s journey. However, too many marketing teams fall into the trap of thinking that the most popular content produces the most conversions.

That’s not always the case, which is why it’s essential to understand which pieces of content drive the most tours, deposits, and move-ins.

For example, guides like “How to fund senior living” tend to be top downloads for many communities. But the question is, how many of the people who download the funding guides ultimately convert into move-ins?

With some of our clients, we’ve discovered that when we look at the people who’ve moved in and best reflect the ideal customer profile, another piece of content—like a decision-making toolkit—actually converts more move-ins.

Intel like this can help you adjust and optimize your content marketing strategy. This is why you shouldn’t get hung up on vanity metrics like most downloads. Instead, always consider which content (and which content paths) produce the best conversions to tours, deposits, and move-ins.

Assess your budget allocation, look for wasteful spending, and adjust accordingly.

Here’s a four-step process to follow when developing your budget. Doing this will help ensure you’re putting all of your marketing dollars to good use:

  • Consider your current budget for each channel (e.g., organic, paid, social, etc.). Remember, the best way to inform future strategy is through current performance.
  • Review each channel’s results. And not just contacts and leads—you must know which channels are producing tours, deposits, and move-ins.
  • Identify any gaps. What don’t you have in your marketing stack? For example, if you haven’t launched a new version of your website in three years, you probably need a new one or a significant refresh at the very least.
  • From there, reallocate your budget accordingly. Put more dollars toward what’s delivering the most tours, deposits, and move-ins.

Now’s also a good time to audit your martech stack for technology and software you’re still paying for but not using. You’re wasting budget that you could be using somewhere else that actually helps generate more leads—and ultimately tours, deposits, and move-ins.

  • PRO TIP: Communities often wonder how to split their budget between digital and traditional marketing. This will depend on various factors, including the care level you’re selling, what type of community you have (rentals vs. life plan communities, for example), and even location. A rule of thumb: for-profit properties, an 80/20 split makes sense. For non-profits, a 70/30 split works (these communities tend to send more direct mail).

Understand and monitor key metrics.

Do you know the lifetime value of a resident? If not, tackle that first. It’s the granddaddy of all metrics.

Make sure you’ve set up clear goals and conversion tracking:

  • Define and track specific conversion goals, such as form submissions or phone calls.
  • Analyze conversion funnels to identify potential drop-off points. (More on drop-offs below.)
  • Implement tracking codes and pixels for accurate measurement.

Analyze demographic and behavioral data:

  • Explore demographic insights of website visitors and email subscribers.
  • Analyze user engagement based on age, location, and interests.
  • Use this data to refine your buyer personas and marketing messages for them.

Pay attention to funnel drop-off points:

  • Identify stages in the conversion funnel with high drop-off rates.
  • Analyze user behavior, messaging, or design issues causing drop-offs.
  • Optimize those specific areas to improve conversion rates.

Remember, the above items still matter if you work with an outside senior living marketing agency.

The primary difference is that you’ll collaborate with the agency about these items.

If you’re questioning whether your agency is the right fit and delivering measurable ROI, you should take a step back and evaluate their work—and your relationship with the account team.

Remember, a good agency will:

  • Create custom dashboards that highlight the metrics that matter most in achieving your goals
  • Be proactive in delivering reports, analysis, and recommended adjustments
  • Not be afraid to make changes based on what the data says
  • Act like a partner rather than a vendor

Some communities might find the agency’s results OK, but the customer service is severely lacking. You shouldn’t have to sacrifice one for the other. A good agency will value its relationship with you and promptly respond to emails, calls, and requests.

Still not sure you have the right agency?

Check out eight signs it might be time to fire your senior living marketing agency. Or you can simply contact us! We value our client relationships and love getting great results for them.

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Senior Living Advertising: Digital vs. Print

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Digital and print can play nicely together in the same senior living advertising sandbox. But like anything else, there are pros and cons to each, which we discuss below.

Senior Living Advertising: Digital

What it is: When we say “digital” advertising, we’re referring to any paid advertising that happens online. This includes, but isn’t limited to the following:

  • Google AdWords. Typically, people refer to AdWords as pay-per-click (PPC).
  • Social media advertising. Particularly Facebook, but also Instagram, Twitter, and YouTube.
  • Online banner ads. You tend to see banner ads on sites you browse, like media sites. Sometimes you buy these banner ads directly from the site itself; other times, your ads might rotate in via the Google Display Network.
  • Google Display Network. As Google says, the Google Display Network is “a collection of over two million websites that reach over 90% of Internet users across the globe.”
  • Remarketing. Have you ever browsed a site for a product, and then ads for that product followed you around on other sites? That’s remarketing at work.
  • SMS marketing. In other words, text-based ads. The jury is still out on whether SMS marketing is a smart way to go, especially for our industry. We tend to think it can work better, at least right now, as a way for senior living communities to communicate with current residents and families (rather than as a way to advertise to prospects). But our position could change in the future.

Digital advertising can be considered inbound or outbound, depending on the medium. For example, PPC ads fall under the inbound marketing umbrella since you’re attracting people who are already doing searches for the product/service you’re selling. Same with remarketing ads.

The Display Network, however, falls under outbound. There’s no guarantee that the ads served up to you will be something you’re even remotely interested in or need. (Granted, your browsing habits will inform what ads get served, but some will most definitely be misses.)

Senior Living Advertising: Digital Pros

  • Online advertising can often let you get incredibly granular. For example, you could focus your Facebook advertising on certain zip codes around your senior living community and only serve ads to women over 70 who still live in their own homes.
  • You can get started with smaller budgets. Buying full-page color print ads can be incredibly pricey. With PPC, you can get a lot out of smaller budgets.
  • You can change messaging/creative on the fly. Want to test a new message and see how it performs? Maybe switch up the images (“creative”) used in a campaign? No problem.
  • You tend to have much deeper insights into an ad campaign’s effectiveness. Important analytics, like impressions, clicks, and conversions, are baked into the robust reporting.

Senior Living Advertising: Digital Cons

  • It’s noisy out there, and people say they hate ads. In fact, according to this article, click-through rates are declining, more and more people are blocking ads through browser extensions, and for many, the ads have become a sort of background noise.

Senior Living Advertising: Print

What it is: Print advertising is just that—advertisements for your community that appear in printed formats like newspapers (local, regional, national); magazines (local, regional, national); directory listings; phone books; and billboards. We’re also going to include direct mail and brochures in this category as well. The difference between the two groupings is this: You pay a third party (like a newspaper) to run an ad inside its pages. With direct mail and brochures, you’re usually managing the creation and distribution of that collateral in-house.

Senior Living Advertising: Print Pros

  • Your target market still reads print. Yes, older adults are big consumers of online media, but they’re still big consumers of print. According to this research, “25% of US adults aged 65 and over get their news from print publications.”
  • Older adults think print is easier to read. According to the American Press Institute, “71 percent of those 65 and older like the ease of print.” Print-oriented readers also feel they get more news in print formats.
  • Print could help boost word-of-mouth initiatives. Older adults like to share what they read in print, more so than their younger counterparts. “Sixty-three percent of print subscribers aged 65 and older share content compared with 58 percent of those aged 50-64, 49 percent of those aged 30-49, and 38 percent of those aged 18-34.” (Again, this is from the American Press Institute.)

Senior Living Advertising: Print Cons

  • Ad buys tend to be pricier. If you want to run a full-page print ad, even in your smaller daily, it can add up. Plus, it’s a once-and-done sort of thing.
  • Mistakes can’t be fixed. Oy! Print pieces are extremely unforgiving. If there’s an error, there’s not much you can do about it once it’s out in the world.
  • You can’t easily experiment with messaging and creative. Once you sign off, it’s a done deal.
  • Results can be harder to track. Sure, you can include an ad-specific URL or phone number to your print ad to help you track. But digital ad conversions tend to be more reliable.

Senior Living Advertising: Digital or Print? (Or Both?)

Earlier in this article, we shared stats about older adults and print formats, like newspapers. But older adults also spend time on digital devices. They own smartphones. They text. They’re on social media. They buy things off Amazon. They watch Netflix. They know how to use Google.

The American Press Institute backs this up with behaviors it sees between digital and print media subscribers: “Remember, 4 in 10 print subscribers still go to the website; 2 in 10 follow it on social media.”

This is precisely why we recommend to our clients that they use a mix of approaches when it comes to senior living advertising (while keeping in mind that these recommendations will evolve—we might be suggesting different strategies in 2030).

Tips for Successful Senior Living Advertising

  • Know your budget. Make sure you’re not spending too much on any one advertising vehicle. A balanced approach is a smart approach, especially when you’re just getting started. Over time, as you see which ads deliver the biggest ROI, you can adjust your ad spend accordingly.
  • Keep in mind all the “other” costs. The cost to run the ads themselves is just one cost. You also need to keep costs in mind for the creative (copywriting/design) and the cost you might pay to an outside vendor to manage your digital ad campaigns and/or your print media buys.
  • Be honest about what your team can do—and what it can’t. We recommend using an outside consultant or agency (like ours) to manage your paid advertising. Unless you have someone on your team who is skilled (and ideally certified) in using Google’s ads program, it makes sense to hand the reins over to a professional.
  • Track results as much as possible. Review analytics for digital campaigns and make adjustments accordingly. For print ads, offer ad-specific landing page URLs or ad-specific phone numbers with call-tracking software and monitor the results.
  • Be prepared to let go and try new things. If you’ve been in this business a long time, it can be hard to let go of strategies that worked in the past. Trust the analytics and make decisions based on what the numbers are telling you.

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photo for an article Do You Need a Senior Living Marketing Plan, System, or Both?

Do You Need a Senior Living Marketing Plan, System, or Both?

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photo for an article Do You Need a Senior Living Marketing Plan, System, or Both?

If you’re one of our regular blog readers or podcast listeners, you might have heard us talk about the importance of having a marketing system. But what is a marketing system? How is it different from a senior living marketing plan? And do you need both?

Below, we explore this topic by drawing from our podcast with Sarah Nay, the COO of Duct Tape Marketing. (Listen to the full podcast here.)

What is a marketing plan?

A senior living marketing plan outlines specific tactics and actions designed to achieve your marketing objectives. While a marketing plan is crucial for identifying what your team must do daily, weekly, and monthly, it will fall short if it doesn’t integrate into a broader, more dynamic strategy.

The main issue? Too many marketing plans list tactics like blogging, emailing, posting to social media (and so forth) without taking that all-important step back to understand the “why” behind each item.

What is a marketing system?

A marketing system, on the other hand, is a comprehensive, strategic framework that guides all marketing efforts. Before getting into a list of day-to-day or month-to-month tactics (i.e., your marketing plan), the marketing system delves into a cohesive marketing strategy that aligns with your overall business goals.

This strategy work includes things like:

Once you understand those things, you will have a much better grasp of the “whys” behind your marketing efforts and how those efforts will help the community achieve its business goals (for example, increasing revenue by X percent year over year).

Why your senior living community needs a marketing system and a marketing plan

Here’s why you need both to effectively market your senior living community.

1. Strategic Direction and Tactical Execution

A marketing system provides strategic direction, ensuring your efforts align with your business goals. The marketing plan, on the other hand, outlines the specific tactics and actions needed to execute this strategy. Together, they ensure that every action you take is purposeful and contributes to your long-term objectives.

2. Consistency and Flexibility

A marketing system ensures consistency in messaging and branding across all channels, creating a cohesive experience for your audience. The marketing plan allows for flexibility, detailing the specific actions to be taken and adjusted as needed based on performance metrics.

3. Comprehensive Coverage

While a marketing plan focuses on immediate actions, a marketing system ensures that these actions are part of a larger, integrated strategy. This comprehensive approach covers every stage of the customer journey, from awareness to conversion and retention.

4. Improved ROI

By integrating a marketing system with a well-crafted marketing plan, you can track and measure the ROI of each tactic more effectively. This transparency allows for better resource allocation and more informed decision-making, ultimately driving higher returns on your marketing investments.

Key differences between senior living marketing plans and marketing systems

1. Scope and Depth

  • Marketing Plan: Typically more tactical, focusing on specific actions to achieve short-term goals.
  • Marketing System: Holistic and strategic, encompassing the entire customer journey and ensuring all marketing activities are interconnected.

2. Approach

  • Marketing Plan: Often a static document outlining what needs to be done.
  • Marketing System: Dynamic and iterative, adjusting strategies based on ongoing performance metrics and feedback.

3. Integration

  • Marketing Plan: Might include isolated tactics without a unifying strategy.
  • Marketing System: Ensures all marketing efforts are integrated and support a unified strategic direction.

Bottom line: Think marketing system first, marketing plan second.

Relying solely on a tactical marketing plan will not yield the results you want. To drive occupancy and build a thriving community, you need a smart strategy that informs your marketing plan.

The marketing system provides the strategic backbone, while the marketing plan outlines the specific actions needed to achieve your goals. By integrating these two elements, you can create a cohesive, dynamic marketing approach that delivers consistent, measurable results.

Need help with your community’s marketing strategy, plan, or both? Get in touch.

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Senior Living Leads Stuck in Pre & Post-Tour Stages: What to Do

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Photo for the article Senior Living Leads Stuck in Pre & Post-Tour Stages: What to Do

Tackling occupancy issues in your community often means finding untapped opportunities within your existing senior living leads, such as those stuck in the pre-tour and post-tour stages.

By effectively re-engaging these segments, you’ll move more pre-tour leads to tours and more post-tour leads to move-ins. Below, we explore strategies for doing exactly that.

Understanding Leads Stuck in the Pre-Tour Stage

People stuck in the pre-tour stage have expressed interest in your community by reaching out, but they haven’t scheduled a tour yet. They need an extra nudge to take the next step.

But first, how do you know if someone is genuinely stuck? The 2023 Aline Annual Sales and Marketing Benchmark Report for Senior Housing provides excellent metrics like the average sales cycle length from inquiry to tour for the following:

  • Independent living: 122 days
  • Assisted living: 78 days
  • Memory care: 49 days

Here are some strategies for nudging leads stuck beyond those averages.

1. Come right out and ask if they’re still interested.

Direct is usually best. If prospects are stuck in the pre-tour stage, you could enroll them in an email nurturing campaign that asks if they’re still considering your community.

We’ve had great success with these “Are you still thinking about senior living?” campaigns for our clients. The gist of the correspondence is, “You expressed interest in our community in the past, but we haven’t heard from you in a while. We‘re wondering if you’re still thinking about senior living?”

The campaign gives recipients options for re-engaging. If they opt out, no harm, no foul—at least you know, and you’re not wasting time marketing to them.

If they re-engage, they’ll continue receiving emails that refamiliarize them with your community and gently nudge them to book a tour.

2. Forget selling. Focus on connecting.

Some people might find the concept of a “tour” too formal or salesy. Instead, avoid the word “tour” and offer something that feels more relaxed, casual, and low-risk.

  • Lunch invites. People love free food. Inviting your prospect to a casual lunch can provide an excellent introduction to your community.
  • Event invites. Invite prospects to social gatherings where they can experience the environment without the pressure of a formal tour. Think movie nights, musical events, or fairs.

3. Don’t nudge people to the point of annoyance.

Gentle reminders are good, but pestering emails and phone calls aren’t. Moving to senior living is a huge decision involving many emotions. Empower prospects to tell you when they’re ready to schedule a tour. Enrolling them in lead nurturing campaigns is a good step, but only if the campaigns are relevant to them.

Remember, these prospects have already expressed an interest in senior living and your community in particular. Brainstorm why the prospect might be reluctant to schedule a tour and use the nurturing campaign to address those issues and demonstrate your empathy.

Common issues include:

  • Fear of Commitment: They might think scheduling a tour implies a level of commitment they’re not ready to make.

o   How to address: In your communication, reassure prospects that a tour isn’t binding. Explain that touring several communities is part of the process, and even if they decide your community isn’t “the one,” that’s OK.

  • Emotional Barriers: The prospect or their family members might face emotional challenges, such as denial or guilt about moving into a senior living community.

o   How to address: Acknowledge that having mixed feelings about senior living is normal. Share stories of residents who experienced different emotions before making the move—sadness, fear, anxiety, guilt—and how they successfully overcame those emotions. (If you don’t have this content, create it.)

  • Lack of Information: This is also called the fear of the unknown. Prospects might feel uncertain about what to expect during a tour.

o   How to address: Create a robust “What to expect when you visit” page on your site that talks about tour specifics, like where to park, where to enter, who to ask for, how long the tour will last, etc. If available, sprinkle the page with testimonials or snippets of Google reviews that mention how helpful the tours are. (Not sure your tours are up to snuff? Here’s how to create a red-carpet experience.)

  • Perceived Sales Pressure: Prospects might worry they’ll experience high-pressure sales tactics during the tour.

o   How to address: Once again, emphasize that they are always in control, that a tour is simply an introduction to your community, and that no one expects them to make such a big decision on the spot.

Understanding Leads Stuck in the Post-Tour Stage

Nothing is more frustrating—or puzzling—than when a high-intent lead tours the community, seems to love it, and then . . . crickets.

But here’s the thing: Too often, sales teams drop the ball here, thinking the heavy lifting is done once they give someone a tour. Sure, the sales rep might do a perfunctory follow-up. But one follow-up won’t cut it given senior living’s notoriously long sales cycle, especially for independent living and assisted living.

You must continue to actively and creatively engage leads in the post-tour phase.

But again, how do you know if someone is genuinely stuck? The 2023 Aline Annual Sales and Marketing Benchmark Report for Senior Housing provides the average sales cycle length from tour to move-in for the following:

  • Independent living: 201 days
  • Assisted living: 119 days
  • Memory care: 64 days

Here are effective strategies to implement if leads get stuck in this stage.

  • Invite the prospect back for another visit. Even better if it’s something other than a tour. Personalized invitations to special events, like a holiday party or a lunch-and-learn, can keep your community top-of-mind.
  • Occasionally drop in on them at home. Consider doing home visits for high-intent leads. Bringing a meal or a small gift can be a thoughtful way to show that you care and to keep the conversation going.
  • Enroll the prospect in a “What are you waiting for?” campaign. This is another campaign we’ve had great success with. This post-tour campaign uses FOMO (fear of missing out) to encourage decision-making. In this campaign, we contrast the annoyances of the prospect’s current home life with the vibrant life they could have in your community. For example, in one email, we show a person alone eating a can of soup, followed by a shot of smiling people enjoying a yummy-looking meal in the community’s gorgeous dining room. The concept is simple: What are you waiting for? This could be your life.

Bottom line: Don’t give up on stuck leads.

We’ve seen too many senior living CRMs with buckets of leads labeled “cold.” Yet when we dig deeper and ask questions, we discover that these leads once had high intent. (Especially the ones that went on tours.)

Don’t give up on these leads. The senior living sales cycle is long and involves a lot of effort and patience on the part of marketing and sales. If your community needs help re-engaging stalled leads, get in touch and let us help.

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Using Social Proof in Digital Marketing for Senior Living

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Have you ever been in a social situation where you weren’t sure how to behave—should I sit, stand, congregate in one room, avoid another—and you modeled your behavior based on what others around you were doing?

That’s social proof (or social influence) in action.

Psychologist Robert Cialdini coined the phrase social proof in his book Influence: Science and Practice. The term suggests that when people don’t know how to behave or what to do in a situation, they tend to look at what other folks are doing, assuming (rightly or wrongly) that others have more information or insight.

OK, so you might be wondering what social proof has to do with digital marketing for senior living. Turns out, a lot. Below, we discuss what social proof is in terms of marketing, why it matters for your senior living community, and what you can do to foster it.

What is social proof in marketing?

Social proof in marketing occurs when someone other than the brand says the brand is fabulous, and this stamp of approval influences others to buy from the brand. As noted above, humans tend to be influenced by what other people do and experience.

⮚      Have you ever had a bunch of friends talk up a new show on Netflix or Hulu, and you found yourself watching it over the following weekend? That’s social proof. (This is how The Bear took off last year.)

⮚      Have you ever craved a specific type of food and chosen a restaurant based on its stellar Yelp reviews? That, too, is social proof.

⮚      Have you ever asked for a recommendation in a Facebook group—maybe for a plumber, landscaper, or hair stylist—and eight comments mentioned the same person, which spurred you to call them? Hello, social proof!

Social proof is also closely tied with another concept many of us know: FOMO, or “fear of missing out.” Think of any product that’s gone viral—from the Cabbage Patch dolls of the 80s to the veggie chopper everyone’s talking about on TikTok. These things take off because influencers talk them up, and suddenly, everyone wants to have the product or service.

Why is social proof important in digital marketing for senior living?

We don’t have to tell you that people hesitate before making big purchases. Moving to a senior living community is often the last big purchase a person will make in their lifetime—and it’s a pricey one.

Prospective buyers want to be reassured that they’re making a good decision. And that’s precisely where social proof comes into play. They want to hear about people’s experiences in the community: the good, the bad, and the ugly. Were they happy? Was it money well spent? Were they cared for? Was the place as wonderful as the website and marketing materials suggested?

If your community lacks social proof, you’ll have an uphill battle converting marketing-qualified leads into move-ins.

Consider these social proof stats cited by OptIn Monster:

  • 87% of purchasing choices start with online research before the transaction.
  • The average consumer reads ten online reviews before deciding to buy.
  • 88% of people value user reviews as highly as personal suggestions.
  • 82% of Americans consult friends and family for advice before buying something.

Bottom line: social proof matters!

What types of social proof should senior living communities encourage?

Reviews

If you’re a regular reader of our blog, you’ve likely heard us emphasize the importance of your senior living community’s Google Business Profile, particularly the reviews. At some point, most of your prospects will see your Google reviews.

When it comes to reviews, focus on doing the following:

Regularly solicit reviews. If you don’t have recent reviews, this can lead to questions and diminish trust in your brand. Why are the reviews a year old? What does this mean? Is the community still around? Did something change with management? Does that five-star review from three years ago tell an accurate story of what it’s like in the community today?

⮚      INSIGHT: OptIn Monster reports that eighty-five percent of consumers believe online reviews older than three months are irrelevant.

Maintain an overall positive rating. Most reasonable people don’t expect perfection. In fact, a perfect 5.0 for reviews would likely raise an eyebrow since enough folks have likely heard about fake or paid reviews. At the same time, people will quickly cross off communities with ratings in the threes or lower. We advise our clients to aim for the sweet spot of 4.0 to 4.5. This tends to be a believable score as well as a good score.

⮚      INSIGHT: OptIn Monster reports that fifty-seven percent of consumers will only purchase or use a business’s services if it has a rating of at least four stars.

 

Provide thoughtful responses to all reviews, especially negative reviews. Are your responses kind and authentic? Or snarky and defensive? People do take note. Demonstrating that you’re listening to people’s critiques will serve your community a lot better than a dismissive response to a negative review.

⮚      INSIGHT: TrustPulse reports that fifty-six percent of consumers alter their view of a business based on the way it responds to reviews.

Referrals

We mentioned earlier that most people seek recommendations from friends and family before buying something. Having a robust referral program can help you take advantage of this stat.

Referrals can come from residents, family members, and third parties, such as elder law attorneys, financial planners, and geriatric care managers.

RESIDENTS. The best way to get referrals from residents is by creating a seamless move-in experience—and a stellar first month. (We’re not suggesting things should go downhill from there, but the first 30 days are critical.) Marketing, sales, and other departments (like activities) should collaborate. Silo mentalities need-not apply. Learn how to create an epic new resident welcome program.

FAMILY MEMBERS. Adult children can be an excellent megaphone for your community, especially if their mom or dad is having a wonderful experience. Remember that the adult child can continue to be a referral source even after the resident moves out or passes away (provided the experience remains positive until the end). Learn more about the adult child’s journey and why staying in touch with them is critical.

THIRD-PARTY REFERRALS. Sales reps should always nurture these relationships and regularly network. Still, marketers can help by providing compelling collateral and setting up automated email workflows to make it easier for reps to stay in touch with their networking contacts. Learn more about how to engage with senior living referral sources.

Need help developing social proof for your community?

There’s no better form of social proof than glowing reviews and a steady stream of referrals. Get in touch if you need help generating more of one or both. We specialize in digital marketing for senior living and know how to prime your community’s social proof engine.

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Senior Living Social Media Marketing: Storytelling Tips

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Photo of a cell phone for the article Senior Living Social Media Marketing: Storytelling Tips

Humans are suckers for a good story, full stop. We love telling stories. We love listening to stories. And thanks to social media, there’s no shortage of ways to consume stories, either.

For the casual scroller, encountering interesting stories on social media can be a fun way to while away the hours. For savvy businesses, however, sharing memorable stories can increase engagement, brand recognition, and even sales.

Consider these compelling storytelling stats:

So, let’s discuss the power of storytelling in senior living social media marketing—and some tips for creating truly memorable stories on three of the biggies: Facebook, Instagram, and LinkedIn.

Facebook

Along with YouTube, Facebook is still the granddaddy of all social media platforms, with over two billion active daily users globally. According to Hootsuite, it’s also the most used platform in the U.S.

This makes Facebook an ideal platform for senior living communities to connect with prospects, current residents, and their families.

Facebook Storytelling Tips for Senior Living

Your residents are an excellent source of compelling stories, so turn to them for ideas. Even better, their stories won’t be the same ones people see on a competitor’s social media accounts.

Here’s how to use their stories on Facebook:

 

  • New resident spotlights. By highlighting a new resident, you’ll create a warm and fuzzy feeling for the resident and their family. You’ll also show prospects how you celebrate residents.
  • Holidays. Here are some examples. For Thanksgiving, ask residents to share their favorite family traditions. On Halloween, ask residents if they’ve ever encountered a ghost or haunted house. You get the idea. Consider venturing beyond traditional holidays and focus on creating stories around things like National Hot Dog Day or National Ice Cream Month in July.
  • Day-in-the-life stories. Follow a resident around for a day in your community and highlight the happy moments.
  • Timelapse videos of events, like decorating the Christmas tree or how the gardens change from spring to fall.

Regarding story length, remember that no one expects a novel or movie. Shorter posts typically get better engagement on Facebook.

What do we mean by short? HubSpot says 40 characters or fewer. If you’re about to say it’s impossible to share a good story at that length, consider the famous six-word short story attributed to Hemingway: For sale: Baby shoes, never worn.

BOOM. That little story, which weighs in at 33 characters, delivers one heck of an emotional punch. Now, we’re not suggesting that you must stay under 40 characters. But you should aim for no more than a couple of sentences. Do your best to keep your post under 200 characters (at which point the text gets cut off, and people need to click to “see more”).

How can you keep it short and sweet while still delivering a compelling story? Here are some strategies.

Provide a super-short story, like Hemingway’s, but illustrate it with a pic or two.

 

  • EXAMPLE: Meet Mary. She loves quilting, cats, and a dry martini with three olives. Cheers!

o   Make sure you include a picture of Mary holding up her martini.

 

Offer a cliffhanger that entices people to click into a longer piece of content.

 

  • EXAMPLE: Meet Mary. She loves quilting, cats, and a special libation that she swears has kept her 87 years young. Find out what it is in our latest Resident Spotlight.

o   Link to a narrative about Mary on your website.

 

Let videos tell the stories.

  • EXAMPLE: Mary, our newest resident, reveals the drink she can’t live without.

o   Include a short video where Mary is toasting with her friends.

Videos are incredibly helpful in telling stories. Plus, videos boost engagement. (People spend half their time on Facebook watching videos.) Videos don’t need to be super long (think one to two minutes max), and they don’t need to be professionally shot, either.

Encourage residents and staff to keep their smartphones handy and share raw footage with the marketing department (here’s how to foster and reward this behavior). With an intuitive editing app like InShot, you can edit the raw footage into a compelling video.

Instagram

Instagram caters to a much younger demographic than Facebook. According to Hootsuite, 85% of IG users are under 45. You might be thinking, why bother? Well, nearly 16% of Instagram users are between 35 and 44, and 8% are between 45 and 54. Many of those users have aging parents and will likely be involved in the decision-making process when Mom and Dad consider moving to senior living.

The bottom line: Instagram is still an excellent place to share content, as long as you remember that you’ll most likely be talking to adult children rather than seniors themselves.

Instagram Storytelling Tips for Senior Living

So the question becomes, how do you engage this younger demographic, one that might influence their parents and grandparents?

We recommend turning to time-tested hashtags on Instagram—and reinventing them.

For example, hashtags like #food (and its various synonyms) are among the most popular hashtags on Instagram. Food is also among the most common questions communities receive from prospects and their families. Plus, it’s one of the topics communities like to promote as a differentiator.

You see where we’re going with this, right?

Use #food as the starting point for your storytelling. No, we’re not suggesting you show shots of what’s for dinner and call it a day.

Brainstorm all the stories around food in your community. Questions to ask yourself:

  • What’s your chef’s story? Conduct a video interview with them. You could also do a timelapse video of the chef and their team preparing dinner. Or record another video of them doing something special, like decorating a cake for a resident’s birthday or making one of the most popular dishes in the community. And then—this is important—share the recipe in the caption.
  • Does your community have a vegetable garden? Do the residents help with gardening? What’s grown, and what dishes are made from the harvest? Take a bunch of pics and include an engaging caption.
  • Where are veggies and meats sourced from? If there’s an interesting story—fishmonger, local butcher, farm-to-table approach—highlight it.
  • What are residents’ favorite meals for breakfast, lunch, and dinner? Do a breakfast montage where you shoot a video of favorite meals interspersed with quick snippets of residents saying what they love about that meal.
  • Do you host pasta parties, brunches, ice cream sundae bars, etc.? Lively reels with fun captions are always crowd-pleasers on IG.
  • How about celebrations? Record a video highlighting how the dining staff works with a resident and their family for special occasions—wedding anniversaries, birthday parties, Mother’s Day brunches, and so forth.

Remember, no other community has your chef, your recipes, or your dining staff. By focusing on a popular hashtag like #food, you’ll gain traction (over time), but you’ll also be able to stand out—in a good way—from the competition.

Note: We’re not suggesting you can’t have content highlighting other areas of your community. But if you create stories around the food in your community, you’ll capture people’s attention and boost engagement. And we’re not just talking about more likes, either. People often share and save food-related content, especially food demonstration videos and recipes.

Here are some more tips for this approach . . .

  • Don’t forget the captions. If you need inspo, check out how local restaurants and hotels approach writing fun captions on Instagram.
  • Don’t forget to repurpose your videos. You can use the videos on other platforms. Share them on TikTok and YouTube as well.
  • If your competitors join the #food action, that’s OK. Again, all communities will have different food tales to tell.

LinkedIn

Your community is only as good as your employees. The most successful communities usually have happy, loyal people who enjoy their profession and love working for your senior living community. If you have a rotating door of staff members coming and going, everyone will feel it (and not in a good way), including residents, families, and fellow employees.

While fixing employment challenges is beyond marketing’s purview, the marketing department can still help attract the right people to open roles within the community. This is where LinkedIn comes in.

LinkedIn Storytelling Tips for Senior Living

The stories you share on LinkedIn can provide a glimpse into what it’s like to work in your community. To get started, revisit your community’s mission and value statements. From there, share content that shows how employees embody these values.

For example, if compassionate care is one of your community’s values—and not just for residents but also employees—you could share the story about an employee who recently had a baby and the amount of parental leave they were given, the flexible “easing” back into their work schedule, and the adorable gift basket the community delivered to the new parent and baby.

Of course, everything you share has to be true, but you get the idea. By sharing a true story demonstrating your community’s values and how they affect employees, you’re showing prospective employees what they can expect. Showing instead of “telling” is the hallmark of good storytelling.

More storytelling ideas for LinkedIn:

 

  • Employee Spotlight. Just as you have resident spotlights, you can record short videos or write up short narratives on employees.
  • Employee Testimonials: Share written or video testimonials from employees about why they love working in your community. These personal stories can provide insight into your community’s positive work culture and supportive environment.
  • Professional Development and Training: Highlight stories of employees who have benefited from ongoing training and professional development opportunities. Share how these programs have helped them advance their careers and improve their skills, reflecting your community’s commitment to continuous learning.
  • Team Achievements: Showcase team achievements and collaborative projects that have significantly affected the community. This could include successful events, innovative programs, or any initiatives that highlight the teamwork and dedication of your staff.

Bottom line: Make sure you’re including compelling stories in your senior living social media marketing.

By tailoring your storytelling approach to fit each platform’s unique features and audiences, you can maximize engagement and highlight the vibrant life within your senior living community. These tips will help you create compelling content that resonates with current residents, prospective residents, and their families.

Here’s more helpful content on social media marketing in senior living:

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Senior Living Search Engine Optimization 101

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Photo for the article Senior Living Search Engine Optimization 101

We spend a lot of time diving into more advanced digital marketing topics on our blog. But sometimes, it helps to return to a beginner mindset. After all, if you’re new to digital marketing in the senior living space, you’re likely encountering all sorts of acronyms, like MQLs (marketing-qualified leads), TOFU (top of the funnel), and SEO (search engine optimization), all of which can be super overwhelming to newbies.

Today, we’re giving a crash course in senior living search engine optimization (SEO). Why are we focusing on this acronym rather than some of the others? Simple. Your website is the most important element in your senior living marketing efforts. If you don’t optimize your community‘s website for search, you might as well pack up and go home.

Below, we answer common beginner questions:

  • What exactly is SEO?
  • Why is senior living search optimization important?
  • What are the key components of effective SEO?
  • What is local SEO?
  • How do you measure SEO success?
  • What are some common SEO mistakes?
  • How can you stay updated with SEO trends?
  • What’s a smart next step for me to take?

What is search engine optimization (SEO)?

Simply put, search engine optimization—or SEO—involves enhancing your website’s visibility in online searches. The better visibility your website pages have in search results, the more likely you are to attract prospects to your website.

Why is senior living search engine optimization so important?

Today, most senior living prospects will begin their search online. That doesn’t mean they’re necessarily searching for a community at the outset. Some people will be in education mode: What is senior living? How can I finance senior living? Others will be checking out review sites or “listening” to conversations friends and family are having on social media.

Eventually, though, serious prospects will venture onto senior living community websites. Some will land on these sites because of paid ads or third-party aggregators (like A Place for Mom), but plenty of others will enter them via organic search, provided the site has been optimized properly.

Note: As a rule of thumb, most of your website traffic should come from organic search (shoot for 70 to 75%).

What are the key components of effective SEO?

Effective SEO involves many moving parts, but the big ones to keep in mind are the following:

  • Producing high-quality content that’s easy for humans to read and for search engines to navigate (thanks to things like H1, H2, and H3 tags, good formatting with bolding and bulleted lists, and strong page titles)
  • Gaining “authority” through quality backlinks that occur organically or that you build as part of a larger link-building strategy
  • Focusing on the right mix of keyword phrases, including ones with decent search volume and relatively low competition
  • Making sure technical elements are up to snuff, like mobile responsiveness and site speed

And let’s not forget:

  • Optimizing images and videos: Use alt text and appropriate file names to ensure your media is engaging and SEO-friendly.
  • Local SEO: This is critical for senior living communities since people often perform “near me” searches. Effective local SEO includes an optimized Google Business Profile, listings in local directories, and plenty of recent reviews.

The above list only scratches the surface. A lot goes into effective SEO and local SEO. And here’s a secret: you’re never “done” optimizing a website. It’s an ongoing process. You must monitor your site’s performance, stay updated on the latest trends, and adjust your strategies accordingly.

Further reading

How do I measure the success of my SEO efforts?

To gauge how well your SEO efforts are paying off, track key metrics like organic traffic, bounce rate, and conversion rates (anonymous traffic to marketing-qualified lead [MQL] and MQL to sales-qualified lead). Tools like Google Analytics can provide valuable insights.

What are some common SEO mistakes to avoid in the senior living industry?

Don’t try to game the search engines. This won’t end well for you. Always write for humans first, search engines second. Write naturally and avoid keyword stuffing. Don’t underestimate the importance of mobile optimization or user experience. As mentioned above, SEO is an ongoing process—you’re never done.

How do I stay updated with the latest SEO trends and algorithm changes?

Follow reputable SEO websites (like Moz and Search Engine Journal), attend webinars, and participate in SEO forums.

Below are some additional resources to check out:

What’s a smart next step to take?

While digging into the ins and outs of SEO is an excellent first step, you might be wondering what your next step should be. We recommend getting an SEO audit like the one we offer. Our team lives and breathes SEO, so we’ll be able to tell you what’s working, what isn’t, and how to address issues.

Photo of signs for the article 5 Signs You Must Pivot Your Senior Living Marketing Strategy

5 Signs You Must Pivot Your Senior Living Marketing Strategy

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Photo of signs for the article 5 Signs You Must Pivot Your Senior Living Marketing Strategy

Nothing is more frustrating than spending precious budget and time devising and deploying your digital marketing strategy, only to experience “meh” results.

But the analytics don’t lie. If the results aren’t there, you must react. Here’s how.

5 signs you need to pivot your senior living marketing strategy

Sign #1: Most of your website traffic isn’t coming from organic search

70 to 75 percent of your website traffic should come from organic search.

Why? Well, leads from organic search have self-identified that they’re interested in (or need) senior living. (In other words, they want to hear what you have to say.) Plus, organic search traffic is free.

Running pay-per-click ads can be an effective marketing strategy, but the cost-per-lead can be expensive. For example, the cost per lead for memory care often costs $400 or more. Paid search traffic should be part of the mix, but the bulk of your website traffic should come from organic search.

⮚      WHAT TO DO: Performing a website audit is a smart first step. The audit can provide a solid overview of what’s working and what isn’t, allowing you to prioritize what to fix first.

Sign #2: You have tons of leads, but they’re not converting

Not all leads are created equal. Having tons of leads isn’t necessarily better than having a smaller number of targeted leads that are much more likely to convert.

⮚      WHAT TO DO: In this case, performing an SEO audit can be an excellent place to start. Doubling down on SEO efforts, targeting keyword phrases, and paying attention to local SEO (including the all-important “near me” searches) can be a fantastic way to increase targeted traffic. Note: You might see overall traffic numbers go down. Don’t panic. As long as conversions go up, you’re on the right track.

Sign #3: You have plenty of targeted traffic and leads, but conversions still aren’t where they should be.

Usually this indicates an issue with how you’re handling leads. Remember, not all leads should be treated the same way. Most often, the culprit is poorly executed or non-existent lead scoring, meaning ALL leads are immediately served to the sales team.

Remember, people enter your website at different points in their journey. Some are at the very top of the funnel, seeking education. They might not make a decision for 18 to 24 months (this is especially true for independent living). If you serve those leads to the sales team, they won’t convert no matter what you offer because they’re simply not ready.

⮚      WHAT TO DO: Revisit how you score and segment leads. That’s the first step. Then, you’ll want to create long-term nurturing campaigns for the marketing-qualified leads (MQLs). The goal is to nurture MQLs as they make their way down the sales funnel and help them convert into sales-qualified leads when they say they’re ready.

Sign #4: You have excellent conversions-to-tour but not tour-to-deposit

It’s easy to think this is a sales problem. After all, marketing has done its part by delivering qualified traffic that converts into tours. So, what gives?

A few things could be going on:

  • The marketing messages don’t match reality on the ground. You need to market the community that exists, not the one you and your team wished existed.
  • The personas you’re targeting don’t reflect the people who live in the community. While personas are fictional representations of ideal residents, the work that goes into developing them should be based on real people, a.k.a. happy residents who love your community. You might be attracting the personas that you made up based on hunches instead of focusing on accurate personas based on actual residents.
  • You don’t have a post-tour communication plan. You might think this task is on sales and that marketing did its job by delivering the leads. But why not work together? Marketing can create an automated email nurturing cadence to complement the ongoing sales outreach and follow-up.

Marketing and sales alignment is critical; there should be an overlap between the two. The sooner both sides see and accept this fact, the better.

⮚      WHAT TO DO: Audit your messaging, personas, AND post-tour communications. Does anything feel like a bait-and-switch? Are post-tour prospects left hanging and wondering what to do next? Are the people you’re attracting to tours the complete opposite of the types of folks who thrive in your community?

Sign #5: You know many things aren’t working, but you’re overwhelmed, feeling tons of pressure from the bosses, and don’t know what to do first

We hear this one a lot. The C-suite is asking marketing teams to do more with less budget, and then it gets annoyed when you’re not delivering leads to sales. Or maybe the sales team is being cranky and unhelpful. Or perhaps you’ve been tasked with managing marketing, even though your specialty is more on the sales end.

⮚      WHAT TO DO NEXT: Consider working with an outside marketing agency specializing in senior living. The right agency can help you identify the issues, create a plan for addressing them, and help you achieve the results you (and the bosses) want. Here’s what to look for in a senior living marketing agency, including common traps to avoid. Hint: We can help. Our specialty is creating senior living marketing strategies that get quantifiable results.

Pivoting your senior living marketing strategy isn’t a sign of failure

Your marketing strategy should be dynamic and responsive to data-driven insights. Recognizing the signs that a pivot is necessary and taking proactive steps can help you compete better and achieve the desired results.

And if you need help doing any of the above, give us a shout.

Photo of a female Female for the article Content Creation Best Practices: How to Nail Your Voice & Tone

Content Creation Best Practices: How to Nail Your Voice & Tone

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Photo of a female Female for the article Content Creation Best Practices: How to Nail Your Voice & Tone

Have you ever been on a company’s Facebook page, clicked over to its website, and then wondered if you were in the right place because it sounded “off”? The problem probably had something to do with the company’s voice, tone, or both.

Now, if you’re scratching your head wondering what the heck we mean by voice and tone, don’t worry. Below, we explain exactly what you need to know about content creation best practices for voice and tone—and how to apply this knowledge when developing content for your community.

What’s the difference between voice and tone?

When we talk about voice, we’re talking about a brand’s unique personality. It’s how you communicate with your audience, no matter the medium. When someone reads your social media content, it should sound like the same voice as the content on your website, emails, print ads, etc.

Why is this so important? Well, a consistent voice will help people remember your brand—and recognize it when they encounter it again. An inconsistent brand voice can create a disconnect in the reader’s mind. (They might even question if they’re in the right place!)

OK, now let’s talk about tone.

Tone is like an emotional dial that you can turn up or down, depending on the situation. For example, if you’re writing content about something serious—like signs of dementia to watch for—the tone will be much more somber than the tone you’d use to recap a Mardi Gras celebration.

Bottom line: Your brand voice should be consistent across all content and marketing channels. Tone will change, depending on the situation.

How do you define a senior living community’s brand voice and tone?

Developing a brand voice for your community involves two key components:

  • Revisiting your community’s mission and values
  • Knowing your ideal residents inside and out

Revisiting your community’s mission and values

Do a deep dive into your mission and values. These core principles should guide how you communicate with your audience. For example, is your brand all about providing compassionate care? Or do you emphasize a vibrant, active lifestyle? Does your community pride itself on treating employees exceptionally well since that will translate to a positive experience for your residents?

Understanding these elements will help you craft a voice that aligns with your community’s identity.

Knowing your ideal residents inside and out

Hopefully, you’ve done persona development work to understand your ideal residents—who they are, what they care about, and what content resonates with them. Your ideal residents will reveal the type of voice your brand must embody. Here are some examples to consider:

⮚      An older community that doesn’t have the latest amenities or flashiest apartments but does have an excellent, long-term staff that everybody raves about might define its voice as warm, homey, authentic, and caring.

⮚      An active adult community catering to the 55+ crowd in a busy metro area might define its brand voice as cosmopolitan, energetic, and positive.

⮚      A community focused on memory care and assisted living, where the average age of the residents is 80, might have a helpful, compassionate, and straightforward brand voice.

While tone typically depends on context, offering notes about tone strategy can also be helpful. For example, if your community offers luxury residences, and your tone is ultra-sophisticated, you might have a note indicating that content should avoid hyperbolic language or exclamation points since this would feel off-brand.

Ideally, you’d provide examples of acceptable tone and examples that didn’t hit the mark—and how to rewrite them to satisfy the tone requirement.

Where should you record this info about your community’s voice and tone?

You’ll add this information to your brand style guide (sometimes called a brand book or brand bible), which will also include information and instructions on things like . . .

✔    Audience
✔    Brand elements
✔    Brand story
✔    Brand typography
✔    Color palette
✔    Image guidelines
✔    Imagery
✔    Iconography
✔    Logo usage

This isn’t an exhaustive list, but the above are the essential elements in most brand books.

The voice and tone section doesn’t need to be long. You might provide a paragraph or two that discusses both (including lists of adjectives) followed by examples since those are critical for demonstrating the voice and tone you’re trying to achieve.

Anyone involved in content creation should have access to the brand book, from marketers to designers, full-time writers to freelancers. Encourage everyone on the team to run their creative against a simple
“voice and tone” checklist:

  • Is the content aligned with our brand’s voice?
  • Does the tone match the context of the message?
  • Am I using any verboten words, phrases, or punctuation?
  • Can I strengthen the creative to be even more on-brand?

See? It doesn’t need to be complicated. But having that gut check at every pass will help ensure the voice and tone hit the mark.

Does your community’s brand need some TLC?

Most senior living communities are treading water in the “sea of sameness,” so developing a strong brand voice can help differentiate your community. We love helping our clients do exactly that. Get in touch, and let’s talk about your community’s brand identity.

Want to dive deeper into branding, voice, and tone? Here’s more helpful reading:
 
⮚      Senior Living Branding Mistakes to Avoid – Senior Living SMART
⮚      5 Strategies for Powerful Senior Living Branding – Senior Living SMART
⮚      Brand Voice: What It Is, Why It Matters – Sprout Social
⮚      Creating Your Brand Voice: A Complete Guide – HubSpot
⮚      How to Define Your Brand’s Tone of Voice (+ Template) – Semrush

Photo of seniors for the article Senior Living Social Media: User-Generated Content 101

Senior Living Social Media: User-Generated Content 101

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Photo of seniors for the article Senior Living Social Media: User-Generated Content 101

Battling the “sea of sameness” is something most senior living communities struggle with. How do you differentiate your community from the one down the street or the next town over when you’re essentially selling the same thing?

Enter user-generated content (UGC).

User-generated content includes anything created voluntarily by residents, their families, or staff. Think testimonials, reviews, photos, and videos.

And guess what? UGC is effective. A 2023 survey from EnTribe notes the following impressive findings:

✔    Nine out of ten participants preferred brands that highlight content from real customers.
✔    A significant majority, 86 percent, reported greater trust in brands that feature user-generated content over those that rely on influencer promotions.
✔    Eighty-two percent of respondents said they would be more likely to buy products or services from brands incorporating user-generated content into their marketing strategies.

Bottom line: UGC is so influential because it’s authentic. People appreciate and trust authenticity.

But UGC offers another important benefit: It can help differentiate your community from the sea of sameness. Since user-generated content is specific to your community, people won’t see the same content on another community’s website or social media channels.

So now the question becomes, how can you encourage people to create and share this content? This article aims to explore that question.

Let’s get to it!

7 tips that will help you generate great user-generated content

Tip #1: Create spaces for people to share their content

Fostering a great UGC strategy begins with having a solid social media strategy overall. Audit your current platforms and make sure everything is current and on-brand. You should also share engaging content and actively encourage follows from prospects, residents, family, and staff. After all, why would someone want to share content with your channels if the places feel like ghost towns?

Tip #2: Leverage hashtags

People love using hashtags in their social media content. However, hashtags also serve a practical purpose: They can help you categorize and find user-generated content.

Consider creating a memorable hashtag that reflects your community’s values. Display the hashtag prominently around the community and include it on brochures, ads, and billboards. Doing so will encourage people to use the hashtag and allow them to search for and see other user-generated content with the same hashtag.

Tip #3: Hold contests or social media challenges

One effective way to encourage UGC is through social media challenges (also known as hashtag challenges or contests).

For example, you could promote a photo contest themed around #GardenDelights. In this contest, you invite residents to share and tag pictures of their favorite spots around your grounds. This would foster community interaction while also highlighting your community’s beauty.

Want to boost the engagement further? You could pick three of the best shots, re-post them on your social media channels, and ask people to vote for their favorite. The winner gets a prize.

Tip #4: Make it easy for residents to share content

Most of us have gone to dinner with people who must photograph their meal and post it to Instagram. No doubt, some residents might want to do the same with the lovely meals your chef creates. The issue? Some folks might not know how to upload their pic to social media.

To combat this problem, consider holding frequent smartphone workshops in your community to help residents learn how to take pics, record videos, and upload their content (with the all-important hashtags). Provide devices that residents can use, like tablets, and keep them in places where people congregate or where you hold events.

⮚      PRO TIP: Create a cool program inviting local high school students to teach residents about technology. Check out this news story where one community did exactly that.

Tip #5: Create a straightforward process for reviews

Reviews are probably the most powerful form of user-generated content. When people shop around, they look at online reviews to learn about other people’s experiences.

When it comes to reviews, people want to see:

  • Recent reviews. If your most recent review is six months old, that will give people pause.
  • Mostly positive reviews. Notice our use of the word “mostly.” Savvy shoppers don’t expect perfection. In fact, a community with only glowing five-star reviews will feel suspect. Don’t fret over the occasional three-star reviews. These come with the territory. Be mindful of how you respond to two- and one-star reviews (because people will be watching how you respond).
  • Authentic reviews. People are savvy and can spot fake reviews.

Asking for reviews is an ongoing task, but marketing automation can help. Emails and text reminders can be scheduled to go out at different points in the post-deposit process. Make it easy for people to leave reviews. Include direct links to the site or sites where you’re seeking them.

You can also ask for reviews in newsletters, during family events, or by setting up a “review station” with a tablet ready to go in your lobby. Be proactive in managing these reviews by responding to them, thanking the reviewer, and addressing concerns.

Tip #6: Host live social media events

Live events are a fantastic way to generate immediate engagement. Consider hosting live Q&A sessions, virtual tours, or live-streamed community events. These activities allow for real-time interactions, comments, and shares, which will help spread the word about your community. Promote these events so that you have a good turnout and identify moderators to manage the interactions smoothly.

Tip #7: How to feature UGC on your social media channels

When it comes to using user-generated content, be mindful of the following:

  • Always ask for permission before sharing residents’ content.
  • Credit the original creator, whether it’s a resident, family member, or staff member.
  • Create a dedicated section on your website for resident stories and photos.

Once you have a collection of awesome UGC, plan to repurpose it across your marketing channels. For example, you could feature a snippet from a compelling review in your brochures or on a print ad.

Show us how you use UGC in your senior living marketing!

Integrating user-generated content into your community’s social media strategy will boost engagement while making your community feel authentic. We’d love to hear how you use and encourage user-generated content. Share your stories with us on our LinkedIn page.

If you’re looking for more personalized advice, don’t hesitate to reach out. Let us help you make your senior living community shine online.