Posts

Four Strategies to Optimize Websites for Improved Conversions

A panel of senior living marketing professionals will share strategies and tactics for lead generation, nurturing and conversions given current restrictions regarding tours, events and community visits.

Using Facebook Live in Senior Living During COVID-19

A panel of senior living marketing professionals will share strategies and tactics for lead generation, nurturing and conversions given current restrictions regarding tours, events and community visits.

Increase Occupancy By Maximizing LTCi Benefit Payments

A panel of senior living marketing professionals will share strategies and tactics for lead generation, nurturing and conversions given current restrictions regarding tours, events and community visits.

Mom’s House Helps Seniors Move-In Faster

A panel of senior living marketing professionals will share strategies and tactics for lead generation, nurturing and conversions given current restrictions regarding tours, events and community visits.

Expand Beyond Zoom: Bigger, Better Ways to Use Video

A panel of senior living marketing professionals will share strategies and tactics for lead generation, nurturing and conversions given current restrictions regarding tours, events and community visits.

5 Key Insights: Employee Engagement in Senior Living Communities

A panel of senior living marketing professionals will share strategies and tactics for lead generation, nurturing and conversions given current restrictions regarding tours, events and community visits.

Hands holding globe isolated on black background. COVID 19 or ecological disaster concept

Marketing During a Pandemic: How to Adjust Your Community’s Messaging

[Editor’s note: The following content was inspired by discussions during our senior living marketing webinar about the pandemic, which you can access for free here.]

Due to COVID-19 and the 24/7 news cycle, all eyes are on senior living communities, for better or worse.

In a recent article, we talked about how your community can use Facebook Live to help combat negative perceptions. Now, let’s have a deeper conversation about marketing during a pandemic.

In particular, let’s discuss how the senior living marketing team should re-frame your messaging during these unprecedented times.

1. Go longer and deeper with your messaging when marketing during a pandemic.

When it comes to effective content marketing for senior living communities, we usually advocate succinct, punchy copy. Right now, however, most people are stuck at home (whether they’re working or not), so you’re going to have a captive audience like never before. This means you can go longer and more in depth because people 1) are craving detailed info and 2) they have the time to read, watch, listen.

So what do we mean by going deeper? Don’t forget, you live and breathe the senior living industry every day, so everything is second nature to you, right? But for those on the outside looking in, they don’t know all the details. And thanks to the current media spotlight, people are curious. So educate them. Get into the fine details, the inner workings, the “inside baseball” stories, as we like to say.

Inside baseball is a metaphor for the minutiae—the detailed inner workings of a system that are usually only interesting to insiders and aficionados. Right now, many people are interested in the inner workings of senior living communities, such as how cleaning/disinfecting is done and who determines the daily menus.

Your content could be a series of “How We Do X” blog posts:

  • How We Clean During a Pandemic
  • How We Handle Social Distancing in Our Community
  • What Goes Into Creating a Daily Menu
  • How We Source Local Ingredients

You get the idea.

2. Talk about those “boring” topics you never would normally discuss in senior living marketing materials.

For example, who ever thought a topic like “senior living community supply chains” would be a must-read topic, yet here we are!

Right now, everybody’s focused on their own personal supply chain management. If you can show the differences between institutional supply chain management and your personal household management around toilet paper, eggs, and sanitizer, that will be a GREAT service to people.

How to accomplish this? Well, do something educational and reassuring by taking people “behind the scenes” via a Facebook Live video and bring them into the kitchen and supply closets and show an abundance of food and supplies like toilet paper—it’s not a direct sales message, but it certainly is a comforting one. People can “see” for themselves and think, “Mom will be OK. They have supplies, they have folks who are cleaning, and they have the infrastructure already built right in.”

No, this isn’t something that you would ever put in a marketing brochure—”Hey, when you choose our senior living community, you’ll always have toilet paper!” But right now, this is something that’s top of mind for people.

Bottom line: there are some interesting opportunities for creative storytelling around things that you never thought you would tell a story about.

3. Show your community’s commitment to—and expertise with—supporting older adults.

One example would be instead of simply saying you provide a safe environment, walk people through the exact procedures and protocols that you put in place to ensure safety every day.

And not just from a health perspective—yes, that’s the main concern on everyone’s mind right now, thanks to COVID-19—but also physical safety. For instance, how many lay people understand what the term “elopement” means when it comes to older adults? This is a great opportunity to educate about an industry-specific topic and to demonstrate your community’s specific approach.

4. Share the spotlight.

Again, this is a great opportunity to take people deep inside your daily operations. People love to understand how things work, so take advantage of that. You have talented people working in your communities. Make them the stars of these stories.

For example, bring forward your dining room supervisor, your chef, the person who’s running activities, or your head of healthcare. Make them the focus of your content and let them talk about what it is that goes into delivering the kinds of services that make up your community.

Hint: these make great topics for Facebook Live events (and then you can repurpose the content into blog posts and other written content).

5. Show your city/town spirit.

So many people are hunkering down right now and taking a keen interest in their local communities, particularly small businesses. Demonstrate how your senior living community supports and celebrates the businesses in your local town/city.

For example, talk about local businesses that you buy from/rely on. Keep a section of your COVID-19 website page dedicated to information that older adults (and their families) would find helpful, such as grocery store hours for older adults, pharmacy drive-thrus/deliveries, restaurants still offering takeout, and so forth.

Again, you’re celebrating your local town and city while also making your senior living community website a destination for responsible and accurate information as it pertains to seniors.

6. Continue to create responsible COVID-19 resources.

No one wants to be creating this content, but here’s the thing: YOU are uniquely positioned to discuss COVID-19 from a senior living perspective because YOU WORK IN THE INDUSTRY. Don’t let the uninformed or misinformed take control of your community’s story or narrative.

Instead, continue to create responsible COVID-19 resources that will truly help your residents, their families, prospects, staff, and the media.

Some ideas:

  • X Underreported Things Everyone Over 60 Should Know About COVID-19
  • Step-by-Step Guide to Skype and Facetime
  • X Ways to Keep in Touch with Your Senior Loved Ones During Lockdowns
  • Keep the Body Moving: X Great Alternatives to Daily Group Walks
  • X SMART Strategies for Helping Seniors Stay Safe during a Pandemic

Need more topics? People are searching on topics in Google all the time. Conduct a search on your own, such as “keeping seniors safe during COVID,” and scroll to the bottom for “People Also Search On” for additional ideas.

7. Share positive stories and messages, too.

People are rightly concerned about this pandemic, but that doesn’t mean you should forget to share happy news. Perhaps it’s a picture of a resident celebrating a birthday with their family members looking on through the window. Or it could be something as simple as sharing a pic of daffodils blooming in front of your building or outside a resident’s window.

8. Reconsider print advertising and direct mail.

With so many people stuck at home, now might be a great time to run some local newspaper ads and/or do some direct mail campaigns. You don’t need to “sell” either—it could simply be an alert regarding some strategies about how you’re keeping seniors in your communities safe. The call to action could be to set up a virtual tour or to join the next Facebook Live event. Psst: we make designing print pieces extremely turnkey—check out SMARTbrand.

Need help marketing during a pandemic?

We’re always happy to help senior living communities with their marketing during a pandemic or other crisis. Don’t hesitate to get in touch. And be sure to check out our COVID-19 resource library—everything is free to download.

How Facebook Live Can Change COVID-19 Perception Issues in Your Senior Living Community

How Facebook Live Can Change COVID-19 Perception Issues in Your Senior Living Community

[Editor’s note: The following content was inspired by discussions during our COVID-19 Webinar, which you can access for free here.]

COVID-19 has forced everyone to rethink how they communicate with their customers and prospects—and this is especially true for senior living communities.

Anyone who’s worked for any length of time in our industry has had to face troubling perception issues, such as “old folks’ homes” and the like. Given the recent pandemic, however, these problematic perceptions have increased exponentially, thanks in large part to the media breathlessly reminding viewers/readers that senior living communities serve as ground zero for the coronavirus.

How’s a community supposed to combat THAT sort of image?

Here’s one idea: Facebook Live.

What is Facebook Live?

HubSpot shares this solid definition: “Facebook Live is a feature of the Facebook social network that uses the camera on a computer or mobile device to broadcast real-time video to Facebook. Live broadcasters can decide who on Facebook can see their video and use this content to engage their audience during the moments and events that are important to them.”

You’ve likely encountered Facebook Live videos and not even realized it. Reporters use them in the field all the time. And even “regular” people will use Facebook Live to chronicle aspects of their day-to-day lives.

Could Facebook Live really make a difference when it comes to challenging people’s perceptions of senior living communities during this pandemic?

We think so. Regular, reasonable communication can have a huge—and positive—effect on people.

Consider this current example: New York Governor Andrew Cuomo’s midday news conferences have become legendary the last few weeks. His briefings are highly anticipated (they occur at roughly the same time each day). They’re also highly informative, but down to earth and accessible by lay people. And—most important—they are calming and rational. He doesn’t sugarcoat what’s happening in his state, but at the same time, he responsibly shares info and even finds opportunity for levity and humor.

The result? People are tuning in. Why? Because people crave reliable info, and they want to know what’s going on. (Plus, they’re a captive audience right now!)

Now, granted, Cuomo’s press briefings are broadcast via good old-fashioned television, but the concept is the same as Facebook Live: regular, real-time communication with an audience during these unprecedented times can be an excellent way to combat misinformation and troubling perceptions.

But don’t take our word for it. One of our clients, Vitality Senior Living, has been doing regular Facebook Live events with the CEO and President, Chris Guay—to great effect. You can see one here.

How do Facebook Live events work?

Here’s the good news: they’re easy to do! If you have a smartphone, you can conduct Facebook Live events for any Facebook page where you’re an admin or editor. You can also go live from a desktop equipped with a web cam (and, again, for pages you’re an admin or editor).

From there, it’s a matter of simply hitting the “go live” or “start live video” buttons/prompts. But we recommend doing a couple of private videos first, just to get comfortable.

Note: we know being “on camera” can be nerve racking for people. No one is expecting Meryl Streep or Brad Pitt. What we all want right now is a real person speaking real, unvarnished truths. If you stumble or um or ah at times—IT’S OK.

Need further guidance on how to get going? Check out the following resources:

We’ll wait here while you check ’em out. Then, come back for tips on what YOU should be talking about regarding your senior living community and COVID-19.

Who should do Facebook Live events?

Executive directors are a good choice. And yes, we get the executive directors might not WANT to do it, but it makes sense for them to be the “face” of your community. But it doesn’t need to simply be the EDs. You could also have your Wellness Director, Facilities Director, Activities Director, and so forth host their own Facebook Live videos and talk about the specifics related to their role/department.

For example, here’s Vitality’s Regional Vice President of Wellness. This video currently has over 2000 views and 25 shares—that’s excellent engagement!

How often should you do them?

The pandemic is changing daily, sometimes hourly. Right now, it might make sense to do regular “briefings” (ideally at the same time every day—don’t forget, most of us are stuck at home, so you’ll have a captive audience).

But as the situation improves, you could move to a few times a week. Here’s the thing: because Facebook Live is such a great way to connect with people and communicate about your brand, you might discover that you want to continue doing these events long after the pandemic is over.

What should you talk about?

Use this “all eyes on you” opportunity to reframe some of the scarier messages that are out there about COVID-19 and senior living communities. Yes, older people are vulnerable to COVID-19, but that doesn’t mean every senior living community on the planet has become a death trap.

Instead, educate viewers regarding the following items…

  • The current status in your community; be transparent about any cases and how your community is responding; if you DON’T have any cases, LEAD WITH THIS.
  • How your community handles social distancing.
  • How residents are still living full lives during these unprecedented times
  • What you know, what you don’t know (no one knows everything about this situation, and it’s OK to say that—honesty is paramount here)
  • Protocols in place for cleaning/disinfecting.
  • Walk-throughs of certain areas—show that you’re well-stocked with toilet paper and food; people like seeing these visual reassurances.
  • Happy, positive stories, such as milestone birthdays, anniversaries, and so forth.
  • The measures your community takes every day to create a place that supports older adults in living rich, purposeful lives in a healthy, safe environment.
  • When appropriate (and with permission, of course!) include an occasional live event with a senior and let them talk about how they’re dealing with things; for example, if your community is encouraging residents to Skype their loved ones, you could do a Facebook Live that shows a resident doing Skyping in the background.

And that’s just the tip of the iceberg. No doubt, as you continue to get comfortable and do more videos, you’ll come up with other topics. Not to mention, people will post questions during your videos. Be sure to address them—either during the live event itself or in a future Facebook Live video.

What else can you do with the Facebook Live videos?

 Here’s the real beauty of these broadcasts—you do them live, but then they’re saved on your Facebook page (in the Videos tab) so people can watch them on demand.

Here’s what you can do with the videos:

  • Send out a daily/weekly email with a link to the video and a reminder about when you’ll be broadcasting next.
  • Share the video link on other social media channels, like Twitter and LinkedIn.
  • Keep a “library” of video links on your COVID-19 page/section on your site. (You have one, right?)

Need help getting started with Facebook Live?

We’re always happy to help you shine! You can test drive some videos on us and/or ask us for talking points if you’re feeling nervous. Don’t hesitate to get in touch.

And be sure to check out our COVID-19 resource library—everything is free to download.

How to Keep Prospective Residents Connected & Engaged Virtually

Senior Living Marketing During a Pandemic: Keep Prospects Engaged Virtually

EDITOR’S NOTE: Like everyone else around the globe, we’re struggling with this new reality due to the COVID-19 pandemic. Heartbreaking stories of loss and grief and a world economy inching towards recession are just some of the things keeping us up at night.

As a senior living marketing agency, we’ve been thinking about all our clients as they face these unprecedented times. It’s hard to see past this pandemic since we’re only in the early stages, but at some point, we know we’ll begin to adjust to this “new normal.” The articles we’ll be providing during this time are designed to help communities with their senior living marketing during the pandemic, either now or when they’re ready to move forward.

Senior Living Marketing During a Pandemic: Keep Prospective Residents & Their Families Engaged

While some people can delay their decisions to move into a senior living community, plenty of others need to make the move sooner rather than later, even with COVID-19 happening. You need strategies for engaging both types of prospects.

Messages for prospects who are delaying their decisions:

  • Continue to share educational information that’s relevant to them and where they are in their journey (e.g. “Protecting Financial Assets during Times of Uncertainty”).
  • Demonstrate how you communicate during a crisis. This can be an opportunity to highlight your community’s approach to tough times, a topic that’s front and center in everyone’s minds right now.
  • Provide fun distractions! Many of your prospects will be self-isolating/staying inside. If your community provides a daily diet of laughter—think funny clips, heartwarming stories, and online activities—to these prospects, they’ll remember your community fondly when they are ready to resume their search. (See our list of additional “daily distraction” ideas at the end of this blog post.)

Messages for prospects who need to make decisions sooner rather than later:

  • Always provide multiple ways for people to reach a member of your sales team—phone numbers (direct lines, when possible) and virtual meeting options, like Skype or video conferencing.
  • Provide easy ways for people to experience your community, even if they can’t visit in person. Think virtual tours, virtual floorplans, interactive surveys, and the like. We’ve provided tips here for creating a rich virtual experience.
  • Develop content that will be helpful to them, NOW. Topics like “How to move safely during a global pandemic” would make for a timely blog post or checklist that these prospects would find valuable.

How should you get these messages “out there”?

Use marketing automation thoughtfully to ensure consistent communication. Marketing automation is exactly as it sounds: your marketing messages go out automatically, often via email. It’s an efficient, turnkey solution.

That said, during this crisis, you need to be mindful of your messaging. You can’t NOT address COVID-19, at least right now.

  • Audit existing emails that are already set up. Make sure you go through all existing emails and add in necessary language and relevant info about COVID-19. Every email that goes out should speak about COVID-19, if only a bolded headline at the top that says something to the effect “Learn more about our community’s response to COVID-19” (and the link should go to a thorough, well-designed page on your site).
  • Segment your audiences. If you already use marketing automation, you’re already doing this. If you’re new to it, you’ll need to identify who falls into which categories (those who need to make decisions sooner vs. those who will likely be postponing their decision). But good marketing automation software, like HubSpot, helps make this process fairly straightforward (and we can help!). 

More Fun Ideas for “Daily Distraction” Emails

  • Videos with chair yoga exercises and/or online fitness classes led by your activities director
  • Links to previous Facebook Live events
  • Virtual field trips to museums or other cultural events
  • Funny YouTube videos
  • TED Talks
  • Aquarium/zoo cams
  • Stream your community’s events

BONUS: Make your senior living marketing a conduit for helpful information at the local level as well:

People crave reliable information during times of crisis. This is more good info to share via email automation to prospects (and it’s also good info to have on the COVID-19 section of your website). Provide …

  • A list of important “hotline” numbers (local emergency management shelters etc.)
  • A round-up of grocery stores with senior shopping hours

As always, we’re here to help. If you need assistance with your senior living marketing during COVID, don’t hesitate to reach out to us.

man at work desk on computer with idea think outside the box

Senior Living Marketing Webinar: COVID-19 Considerations

Marketing during a pandemic brings up many challenges. In this senior living marketing webinar, a panel of senior living pros will share strategies and tactics for lead generation, lead nurturing, and lead conversion. Yes, even in this climate of increased restrictions due to COVID-19.

HERE’S WHAT YOU’LL LEARN  

  • How to setup Facebook Live
  • What to communicate in email marketing
  • Leveraging technology to create virtual experiences
  • How to use each senior living marketing channel effectively
  • Communication best practices
  • Optimizing positive brand awareness