by threshold | Aug 11, 2021 | Creative, Design, General, Marketing, Thought Leadership
Written by Emily Barker, Graphic Designer
In the midst of the murder of George Floyd and the ensuing protests around the U.S., the design community revived discussions of anti-racism and activism and how it fits into the field of Graphic Design. Just what exactly does designing for social change look like? Specifically in the field of marketing and advertising, the topic of social justice can often feel at odds with the day-to-day worklife in an agency. That’s especially true in the field of real estate–centered design, where the emphasis is often ‘heads-in-beds’ and being 100% leased up, without much room for discussions on equity. However, this sort of all-or-nothing thinking, especially in fields that are complicated, nuanced, and related to issues of housing and equity, can stymie conversations on race and equity before they even get started. The truth is that there are many avenues toward anti-racist marketing while also meeting the needs of clients whose focus is on leads and leases, and real estate designers have a unique position in advocating for those anti-racist strategies.
Creating Historically-Informed Real Estate Design
Anoushka Khandwala in her article entitled “What Does it Mean To Decolonize Design” talks about understanding the schema of one’s own history as a way to re-examine motivations and find new and better modalities of design for the future. She argues that, “With every design choice we make, there’s the potential to not just exclude but to oppress; every design subtly persuades its audience one way or another and every design vocabulary has history and context.”
What can that mean for us as real estate designers? At Threshold we delved into the history of redlining and the Fair Housing Act as a way to better understand the industry and its numerous failures and shortcomings. This meant a combined team of creative and digital staff researched the history of the Fair Housing Act and redlining to create an agency-wide presentation of the history of the Fair Housing Act and red-lining. The creative team made social posts outlining the history of redlining and the creation of the Fair Housing Act during the 1960’s Civil Rights Movement. For more information on redlining and how it denied Black American’s housing and generational wealth in the U.S. please click here.
What this revealed to us was that, as real estate marketers, we had an obligation to help our clients adhere to the FHA rules and regulations. Strictly speaking this meant using photos of diverse individuals in the marketing materials, ensuring that websites were ADA compliant, and using FHA and ADA icons. But it also revealed holes in the system or gray areas where we could advocate for our clients to choose inclusive marketing and branding strategies and also choose to go above and beyond in their digital marketing strategies to prioritize inclusivity.
How Designers Can Be Advocates for Social Change
In Jarrett Fuller’s article on Isometric Studios he describes the studio as one that is “rethinking the way in which designers build a better world”. The founders Andy Chen and Waqas Jawaid describe their clientele as broad: “We’ll take on any kind of client who demonstrates a desire to think about what authentic inclusion looks like, what foregrounding marginalized narratives looks like.” The article goes on to describe the work of Isometric as that of advocates as well as designers.
This is a familiar role for designers as we are already advocating for good design as we talk to our clients about our work and advise them on the best choices for their brand. Isometric Studios would take that same advocacy a step further and challenge the client’s perspective on social issues when needed and advocate for development of brands that support the greater social good. Sometimes this advocacy can look like recommending that a client incorporate people of diverse races in their lifestyle photography or choosing a logo that celebrates the existing community culture where their new development will be built.
One important way to have these conversations with clients is to directly addressing the elephant that is so often in the room: gentrification. By addressing this openly we are better able to advocate for our clients to help them maintain a positive reputation and resident satisfaction. These types of conversations present the opportunity for us to simultaneously advocate for our client and the greater community’s needs by encouraging our clients to create positive connections with their communities.
How do we ask our clients to connect with the communities they will exist in? Here are a few suggestions:
- Hosting events for the neighborhood at the property
- Striking mutually advantageous partnerships with local businesses
- Resident appreciation events that feature goods and services from the local community
- Hiring local instructors to teach fitness, art, or meditation classes
- Hiring local artists to design artwork for the property
- Host a concert of local musicians
- Offer communal spaces to local groups for weekly meetings
- Organize volunteer days with residents or staff in the local community
The point of these conversations and ongoing partnerships with the community isn’t to whitewash the real estate industry, but to offer real-world pathways for community engagement for our clients.
Isometric Studios, in their interview with Jarrett Fuller describes their name’s origin as “a floor plan drawn at a thirty degree angle where the same scale is used for every axis, creating a non-distorted image. ‘It’s an ideal that isn’t really possible,’ Jawaid said. ‘But we’re interested in that ideal. We’re designing for that ideal.'”
In the same way, we can also struggle towards a more ideal design practice in real estate design. We can become advocates for creative work that will be better suited for this current, complex, and multicultural world and our clients will benefit from the nuance that design will bring to their brands.
by threshold | Jun 15, 2021 | Digital Marketing, Marketing, Tech/Web, Thought Leadership
Property Management Software like Yardi, RealPage, and Entrata are an essential part of many property managers’ day-to-day operations. For some management teams, they are an indispensable part of customer relationship management, lead flow, digital marketing, and more. With so much functionality centralized on one platform, property management teams may find it tempting to rely solely on their chosen PMS for all their digital marketing needs. But does that mean missing out on your maximum ROI?
Today, we’re covering some of the pros and cons of Property Management SaaS products like Yardi, RealPage, and others in order to assess the gaps in their service offerings. Along the way, we’ll compare the strengths of these SaaS products to the strengths of a relationship-oriented real estate marketing partner offering a People-as-a-Service approach to digital marketing needs. In the end, we’ll recommend a hybrid approach to apartment marketing strategies and explore how PMS and marketing agencies should work together to maximize ROI for the Property Management teams they serve.
Pros and Cons of PMS Websites
Let’s start by reviewing the website offerings of some of the leading PMS. While Property Management Software like Entrata and RentCafe offer streamlined website templates, there are pros and cons to using them. The largest advantage to this strategy is that the website you create integrates with the other products in their suites (including their CRM products) with minimal effort. This helps facilitate lead flow so that your leasing staff can easily follow up on leads and turn them into leases.
However, there are limitations to RentCafe, Entrata, and other PMS’s website templates. For one thing, while these websites tend to focus on lead flow, this doesn’t necessarily translate into exceptional UX. In other words, while it’s easy for leasing staff to act on the leads that come through a PMS website, it’s not necessarily maximizing the number of users who actually convert after arriving to your site. When a user finds their way to your site, their experience there can quickly make or break their likelihood of filling out a contact form, scheduling a tour, or starting an application. They need to be able to get a strong sense of your brand, easily navigate to the information that’s relevant to them, and be guided to the action you want them to take without feeling pressed. A website that puts the User Experience first, rather than lead flow, can generate more leads and conversions. Plus, a savvy web developer can help ensure your website integrates into your PMS suite even if you don’t use a template provided by the PMS itself.
Not only that, but these PMS websites don’t provide easy ways to perform a website refresh as trends change, nor do they facilitate SEO updates to help ensure you’re incorporating the most effective keywords to maximize your qualified traffic. Working with an agency partner on your property website can give you the flexibility to update these elements as needed so you don’t get stuck with an out of date site.
Finally, using a template provided by popular PMS like Entrata and RentCafe means your website ends up looking like many other websites on the market. With limited options to choose from, it can be hard to find a template that reinforces your unique branding and stands out from your competitors. This means your site and your brand can become forgettable and fewer prospects keep you in mind as they move from the awareness phase to the consideration phase of their renter’s journey.
Pros and Cons of PMS Digital Marketing
Major Property Management Software like Yardi and Entrata offer an array of PPC advertising and SEM services, often supported by Google and Facebook Partnerships. While these PMS cover some of the most popular digital real estate marketing strategies like Google Search Ads, Google display ads, Remarketing ads, and Facebook ads, there are certain services they don’t cover. This typically includes emergent strategies like OTT & CTV ads and Addressable Marketing campaigns.
And that’s just in the digital marketing bucket; there are also many traditional marketing tactics that could supplement these digital strategies, which PMS do not assist with. For brochure design, exterior signage, flyers, leasing office design, and more, you’ll get more help from a full-service real estate marketing agency partner.
Additionally, while their CRM platforms make it easier to automate lead nurturing efforts and renewal campaigns over email, they don’t always assist with the creative process of copywriting and designing beautiful emails that earn opens, clicks, and conversions. A real estate marketing agency is typically better equipped provide email marketing options that coordinate with your unique branding and utilize best practices that result in increased brand awareness, loyalty, and conversion actions.
Pros and Cons of PMS Customer Service
Your mileage may vary when it comes to the PMS customer experience. While some PMS platforms assign account managers (sometimes at a premium) and have experts available to work with you to optimize and implement your real estate marketing strategy, there are others that follow the more bare-bones SaaS model that emphasizes the ability to do it yourself. For example, G5 promotes its “Knowledge Base” as a Customer Care strategy, but isn’t focused on providing individualized customer service that is responsive to your input and unique needs. In general, Software as a Service products focus on making it easy for the average user to get what they need without hands-on attention, which is what allows them to cut down costs and serve more clients at once.
The downside of the SaaS model is that the end user has less flexibility and less assistance when they need it. Software aren’t flexible to feedback from a leasing agent and they don’t automatically adjust to changes in your audience or in your marketing goals. While some Property Management Software companies offer calls to review strategy and discuss optimizations with expert consultants, you’ll typically get more communication and hands-on campaign management from a real estate marketing agency where you have a dedicated account manager and regular reporting calls.
The Best Real Estate Marketing Solution
So, taking all these pros and cons into account, should you use a PMS or rely on a real estate marketing agency instead?
Ultimately, the answer is that you don’t necessarily have to choose one or the other. For many, a hybrid approach is the best option. Leading Property Management Software offer excellent CRM, budgeting tools, resident portals, and other solutions. But adding a real estate marketing agency to the mix helps you leverage better website design, more diverse advertising mixes, and more consistent branding while also enjoying the benefits of hands-on customer service, which ultimately enhances results.
For those with the budget to do so, even a modest one, we recommend combining PMS with a marketing agency relationship.
by threshold | Apr 28, 2021 | Creative, Design, Digital Marketing, Marketing, Tech/Web, Thought Leadership
Written by Weylan Lee, Senior Graphic Designer at Threshold
User experience and user interface (UX/UI) design are both in high demand, especially for digital spaces like apartment websites and mobile apps. With this high demand comes many tools that cater towards UX/UI design. At Threshold, we use Adobe XD, which is a design tool that allows us to create and prototype interactive experiences like websites, digital products, and mobile apps. With this tool, our teams are able to design, animate, prototype, and collaborate more efficiently, experiencing our designs just like an end user (i.e. our clients’ residents and prospects) would. This has significant advantages both for us internally as well as for our clients and their end users.
How Adobe XD Improves the Real Estate Marketing Client Experience
First and foremost, Adobe XD allows us to present our compelling and amazing website designs more comprehensively and engagingly for our clients. With XD, instead of designing static pages and leaving it to the imagination how they will animate or link to one another, we are able to incorporate engaging user experiences and interactive functionality that enhance our client’s brand and optimize for conversions from the very beginning. Our clients are able to view and experience their website designs just like a viewer would on a live website. They can scroll down a web page, click on links and buttons, interact with CTAs, as well as interact with things like galleries, floor plans, location maps, and much more. Plus, with the ability to leave comments and replies right on website designs, using Adobe XD allows our clients to make more informed decisions and provide accurate feedback, streamlining our collaboration with our clients.
How Adobe XD Improves Collaboration for Creative Real Estate Marketers
For our internal teams, using Adobe XD has allowed us to design more immersive and impactful website experiences and made our internal collaboration more efficient – which also benefits our clients! Our designers are able to experience and interact with their website designs in real-time as they are designing. This allows us to create more impactful, engaging user experiences and ensure that a website not only looks amazing and functions properly, but also provides a great experience. Adobe XD also allows for the creation of brand-specific design libraries, which our designers use to ensure that a client’s branding (fonts, colors, buttons, and more) is applied consistently throughout each page of an entire website. Even better, the collaboration tools within Adobe XD allows our designers and developers to share website assets and details more efficiently, reducing project timelines and ensuring a smoother transition between design and development.
Why You Should Work With a Real Estate Marketing Agency That Uses Adobe XD
To sum it up, by using Adobe XD, our teams are able to create impactful user experiences that our clients (and their current and future residents) will enjoy. The improved and efficient collaboration between our internal teams and our clients and project teams means that we are able to reduce project timelines and ensure we are creating the highest quality websites for our clients. Our project teams are able to spend more time on creating amazing and impactful website designs with great experiences. At the end of the day, that all leads to increased conversions and customer loyalty among our clients’ prospects and current residents.
by threshold | Jan 6, 2021 | Creative, Design, Digital Marketing, Marketing, Tech/Web
For real estate developers, leasing and property management teams, apartment marketing agencies, and in-house real estate marketers alike, fair housing requirements have been an evolving consideration when it comes to how we do our jobs. With guidelines still emerging and clarifying, especially for the digital space, this topic can sometimes feel like a moving target. Regardless, it’s essential to put in the time and attention required to understand how legislation like the Fair Housing Act (FHA) works to reduce housing inequality across factors like race, disability, and national origin.
Our goal with this article is not to replace your legal counsel, but to provide our learnings and recommendations for FHA-compliant apartment marketing that supports a more equitable housing market. Our goal is to empower you with a better understanding of how you can not only act within the guidelines of FHA law, but more importantly, how you can avoid inequitable impact toward disadvantaged groups when you market your housing to your audience. After all, inequitable impact can occur more easily than you might think, and much of it is done unintentionally. But take heart, real estate marketers; a little extra effort and consideration can go a very long way.
So let’s start by introducing the Fair Housing Act, then we’ll discuss our recommendations and action items for marketers like you.
What is the Fair Housing Act?
The Fair Housing Act prohibits the making, printing, and publishing of advertisements that indicate a preference, limitation, or discrimination because of race, color, religion, sex, disability, familial status, or national origin.
It’s designed to not only outlaw explicit housing discrimination against these protected classes of people, but also to reduce housing inequality that may be caused in unintentional or subtle ways.
Housing Inequality refers to a disparity in housing availability and quality across variables like race, class, disability, and more. Housing inequality is typically a result of systemic factors both past and present, from Red-lining to wage inequality.
Housing inequality may include…
- less housing available to certain groups
- less affordable housing available than demand requires
- less access to local resources (e.g. schools, parks, transportation, social services) for certain groups due to where they predominantly live
- and more.
History of the Fair Housing Act
The FHA is considered amongst the last major acts of the ‘60s Civil Rights Movement. It was called for by civil rights activists of the 60’s including Martin Luther King, Jr., who demanded an end to redlining and other discriminatory housing practices that were preventing many Black and Latinx people from renting in certain neighborhoods. The act had been introduced to Congress when MLK was assassinated on April 4th, 1968, increasing pressure on Congress to pass the bill. It was then passed prior to MLK’s funeral.
But the FHA didn’t end housing inequality. While it has positively impacted many Black and brown renters and homeowners, a variety of systemic factors still result in housing inequality today. For example, the FHA did little to disrupt a trend of “white flight” between 1950 to 1980, when the Black population in America’s urban centers increased from 6.1M to 15.3M. During this time, whites moved out to the suburbs, taking many of the employment opportunities Black people needed into communities where they were not welcome.
Since its initial passing, a number of amendments and provisions have expanded the language of the FHA. Notably, in 1988, Congress passed the Fair Housing Amendments Act, expanding the classes protected by the act to include disability and familial status (e.g. people currently pregnant or with children).
During the Obama administration, the AFFH (Affordably Furthering Fair Housing) provision of the FHA was introduced, which expanded both accountability and resources given to cities and regional governments receiving HUD (Dept. of Housing & Urban Development) funding. These rules and resources were designed to Affirmatively Further Fair Housing by incentivizing fair housing efforts at the governmental level. However, in 2020, the Trump administration amended this provision, rolling back most of the accountability and resources provided by the provision. This change makes it less likely for fair and affordable housing to be built, but it doesn’t ultimately impact a marketer’s responsibilities to either the FHA law or to ethical ideals.
Protected Classes Under the Fair Housing Act
Race, color, religion, sex, disability, familial status, and national origin are all protected classes under the FHA.
Many state and local laws have more expansive fair housing protections that prohibit housing discrimination based on additional protected classes, such as sexual orientation, marital status, source of income, and use of Housing Choice Vouchers.
In some cases, political affiliation may also be a protected class according to a webinar by the National Fair Housing Alliance.
Below are a few examples of who and what these protected classes cover and don’t cover.
What Counts As “Advertising” Under the Fair Housing Act
It’s important to realize that under the FHA, the definition of advertising is actually very broad. It includes…
- print and online advertisements
- print materials such as brochures or applications
- television and radio ads
- and even speech.
In other words, the FHA can cover messaging from a brand or people associated with the brand even across media that may not strictly be advertisements as typically defined. For example, expressing an illegal preference or limitation to one of your fellow agents, brokers, employees, prospective sellers, renters, or to any other person in connection with the sale or rental of your property is illegal under the FHA. Here are two examples of illegal advertising that you may not have realized were violations of the Fair Housing Act (examples provided by the Fair Housing Institute).
- A maintenance man tells a passer-by that “only real Americans” live in the apartment complex where he works.
- A rental office is decorated with many large pictures of the residents participating in the community’s facilities and amenities such as exercising in the weight room, swimming, and playing volleyball and tennis. However, all of the pictures are of white, young, “yuppies;” none of the pictures shows children, or persons of differing races or nationalities.
Best Practices for Fair Housing Compliant Marketing
FHA-Compliant Copywriting
When it comes to writing fair housing compliant copy for your apartment marketing materials, it’s important first and foremost to use inclusive language as often as possible. This includes the following:
- Use gender-neutral terms and pronouns as often as possible. (e.g. “partner” or “spouse” instead of “husband” or “wife;” “child” or “student” instead of “son or daughter;” “they/them” instead of “he or she/him or her;” etc.)
- Avoid mentioning specific religious holidays or practices
- Avoid mentioning specific national or regional origins
It’s also wise to eliminate the use of buzzwords like “Restricted,” “Exclusive,” or “Limited,” as these have been associated with discriminatory practices in the past. If tempted to use these sorts of buzzwords, consider similar words instead like “Luxurious,” “Deluxe,” “Quality,” or “Sophisticated.”
It’s also important to avoid the temptation to speak about who you see as the ideal resident of your community. For example, if you have a community with a playground, you might be tempted to say that your apartments are “perfect for families,” but this expresses an illegal discrimination or preference for one of the protected classes under the FHA. Instead of indicating who you think should live at your community, focus on the amenities, features, and local attractions your property offers. Always offer truthful information about the availability, price, amenities, and features of a housing unit and leave it up to your prospects to determine whether the community is right for them.
In addition, when writing copy for websites, social media posts, articles, and the like, consider how legible the copy will be to a person reading your content via a screen reader program rather than by sight alone. Use capitalization and punctuation in ways that make it easier for these screen reader programs to parse copy (e.g. capitalize each word in a hashtag as in #ScreenReader).
FHA-Compliant Design
When it comes to design, representing diversity should be a top priority whether you’re launching new ads or designing a website. Use photos of diverse groups of people from all protected classes whenever possible. If you have to depict just one or two people in a given image, consider depicting a person or people from another protected class in the next image. In general, your goal is to provide an overall impression of diversity for a user that encounters your brand assets. Don’t forget that diversity doesn’t just include racial diversity, it also includes things like gender, disability, and religious diversity.
It’s also wise to incorporate the Equal Housing Opportunity logo in your ads and on your website. While the Fair Housing Act itself does not require the use of Equal Opportunity logo in any ad, using the logo does show your company’s commitment to fair housing compliance.
Similarly, we recommend incorporating the Americans with Disabilities Act Icon wherever relevant, such as on a floor plans or community amenities page. Several federal laws require that private and federally-assisted housing be accessible to persons with disabilities. While this icon is not required on marketing materials, it acts as further evidence of your company’s commitment to fair housing compliance and encourages people with disabilities to apply to live at your community if they see the icon on your website or other assets.
For more resources on creating accessible design across digital and print marketing, we recommend looking into dedicated resources like W3’s Web Accessibility Initiative, UX Design’s post on Accessible Design, and Smashing Magazine’s article on Designing for Accessibility and Inclusion.
ADA-Compliant Websites and Accessibility
While the Americans With Disabilities Act prohibits discrimination on the basis of disability, it doesn’t provide much in the way of accessibility guidelines to determine how accessible a website is to people with various disabilities. To put it generally, everyone, including persons with disabilities, should be able to enjoy the “full and equal” use of your website; they should be able to access content, navigate your website smoothly, engage with different elements, etc.
When it comes to more concrete guidelines, U.S. courts and the Department of Justice have continually referenced the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA success criteria as the standard to gauge whether websites are accessible. The WCAG 2.0 AA success criteria are comprised of 38 requirements and you can learn more at W3’s Web Content Accessibility Guidelines (WCAG) Overview. Although there is a lot here to sift through, WCAG 3.0 is scheduled for release in 2021 and is intended to be a much more inclusive set of guidelines that are easier to understand and implement.
Using an accessibility widget is a great way to cover many of the WCAG guidelines for your website. An accessibility widget is a plugin that helps users with disabilities access the site and may allow users to adjust factors like contrast and font size, use keyboard navigation or page readers, and stop animations on the site. No plugin guarantees 100% coverage of the WCAG guidelines, but nevertheless, they are a great addition to your website.
FHA’s Impact on Digital Advertising for Apartments
Thanks to guidance from the Fair Housing Act and similar legislation, the housing industry has emerged as one of the first to receive official legal guidelines for digital advertising tactics. While traditional marketing has operated under clearer legislation, the digital space has long been a legal frontier as legislators, courts, and thought leaders work to catch up.
In 2019, platforms like Facebook and Google, who represent the lion’s share of digital advertising space, began making changes to their advertising options. To summarize, the platforms have now eliminated or adjusted a number of targeting options for ads falling into the categories of housing and finance in order to bring their platforms into better accordance with FHA and similar legislation. These changes—such as the removal of zip code targeting, age targeting, and targeting based on certain interests—reduce the possibility of inequitable impact across the protected classes under the FHA. You can learn more about Facebook’s targeting changes and Google’s targeting changes in our other posts, linked here.
What We Expect To See Next For Digital Marketing
These targeting changes on Facebook and Google are likely to act as forward momentum for similar such changes in the future. We expect cookie privacy and other privacy concerns to be a large part of the discussion in the coming years. We also expect other platforms beyond Facebook and Google to begin seeing regulation (if they don’t initiate changes proactively themselves).
by threshold | Oct 20, 2020 | Creative, Digital Marketing, Marketing, Thought Leadership
Believe it or not, email is still one of the most effective ways to nurture leads. Though the digital landscape has evolved dramatically, folks across all age groups still use email every single day—for many, it’s the first thing they do after waking up.
Not only is email marketing a reliable way to reach your audience, it’s also a powerful strategy for relationship building with prospects and current residents alike. It particularly excels as a retargeting strategy, keeping your property top-of-mind at various stages of a prospect’s housing search or reminding a current resident of all the reasons to renew. But the best part of all is that it’s one of the most cost-effective strategies you can incorporate into your real estate marketing plan. That’s why the right email marketing strategy can make a major impact on your real estate marketing goals. Let’s talk about some of the top strategies you can employ to get better email marketing results.
Always Begin With “WIIFM”
In other words, “What’s in it for me?” Especially in our busy day-to-day lives, people need to feel confident that your email has something to offer them. If it’s a waste of their time and attention, it could do more harm than good as they form their impression of your brand. So avoid waxing poetical about your brand or providing unnecessary information. All the info you include, every link to another page, and every element of the design should provide some clear value to the user on the other end. Remember, it’s not about you, the brand, it’s about the bridge you create between your brand and the user.
Personalize Emails Whenever Possible
People appreciate a personal touch, especially when they get so many emails every day that are sent to a mass audience. Where you choose to live is one of the most personal decisions you can make, so prospects and residents shouldn’t feel like they’re just a faceless number in your leasing pipeline. When you can, personalize emails with a salutation using their first name or, if applicable, a reference to content from their previous email. Touches like these show your audience that they’re seen as individuals, even in cases where you don’t know anything about them yet.
Send Regularly, But Not Too Often
Whether you’re following up with prospects or communicating with current tenants, you need to show you care without becoming a nuisance. Bear in mind that most people get many emails every day and are likely to ignore, archive, or delete emails that arrive so often they become spammy. Sending an email once a week is typically the maximum you should aim for, while once per month is about the minimum.
There are exceptions, of course. When communicating about a time-sensitive issue like community-wide repairs and renovations or following up on a prospect’s email, don’t worry about the frequency of your sends. These should be considered ad hoc emails rather than a part of your regular email marketing cadence.
When it comes to your marketing-focused emails, planning ahead will help you ensure you’re getting the message out without sending emails so often that it becomes spammy. It will also help you plan ahead to for marketing campaigns appropriate to your seasonality. For example, you might plan a renewal campaign in the months leading up to what’s traditionally your slow season, or you might plan an email advertising holiday deals for new leases to go out in mid December.
Improve Open Rates with Better Subject Lines
Even a stellar email design can be useless if the email is never opened. The most influential factor determining whether a user opens your email is the subject line. In order to encourage email opens, it’s essential that you provide compelling info toward the beginning so that the important stuff isn’t cut off based on the size of your user’s screen and inbox layout. Other tried-and-true strategies include using a number (Save $500 By Referring a Friend), including an emoji (Immediate move-ins available on 1-bedrooms😲), including a first name (Hi, Chad, thanks for reaching out!) or posing a question (Have you seen our pet-friendly amenities?).
Improve Click-Through-Rates By Leaving Room for Curiosity
When your goal is to get users to visit a web page, it’s best to leave them guessing. Provide just enough information to entice them without providing the whole story. This way you’ll have convinced them there’s something they want on the other side, but they have to click through to get it.
For example, say you’re running a special on certain floor plans and you want to direct users to your floor plan page where they can see specials, explore floor plans, and hopefully begin an application. You might leave room for curiosity by saying something like, “Get 4 weeks FREE on select 1-Bedrooms! This and other great incentives are available for a limited time. Visit our website to learn more and see if you can snag the perfect deal for you.”
Improve Click-Through-Rates With a Clear CTA
Since the point of email marketing is typically to drive your audience toward specific actions (visiting a webpage, starting the renewal process, completing an application, scheduling a tour, etc.), it’s important to make that desired action clear. The clearest way to signal this information to your audience is through the use of Call-To-Action (CTA) buttons that stand out from the rest of the email.
Keep the copy on your CTA buttons short and to-the-point; it should be clear, when clicking, what the outcome will be (no one appreciates a bait-and-switch). For example, “Apply Now” should take users to a page where they can start an application. “See Floor Plans” should take users to your floor plans page. A “Learn More” button beneath a headline about specials should take a user to a page that contains more information about your specials. It’s pretty straightforward; just bear in mind that the goal is to match up a user’s motivation when clicking to the outcome they actually get on the other side. Otherwise, they’re likely to bounce without ever completing the desired action. And that experience may even sour them to your brand moving forward.
Make Copy Easier to Skim
Even when you have a lot to say, keeping things brief is the best way to ensure your audience actually digests the information you provide. So keep things short, whether it’s your subject line, headers, paragraphs, or CTA copy. The easier an email is to scan, the more likely your audience is to interact with that email and ultimately take the desired action instead of becoming bored or frustrated and moving on with their busy day. Other elements that can make copy more scannable is the selective use of font weight, color, and size to emphasize which parts are most important. We’ve done that in this blog post, for example.
Use Simple, Branded Email Designs
An email doesn’t have to be stunningly designed to be effective, but it should follow the basic principles of UX. That means a design that provides a clear hierarchy of information, appears legibly on all devices (more on that below), and uses a color palette that’s easy on the eyes. Your emails should also consistently use elements of your branding, including your logo, brand colors, and brand voice so that users know exactly what sort of email they’re looking at as soon as they open it, and any users who receive multiple emails from you begin constructing a consistent impression of your brand, building familiarity and hopefully even loyalty.
Since creating excellent email designs can be time-consuming, creating a number of templates can be especially useful. This way you empower your team to do more with email marketing without an exorbitant amount of work needed to make it happen day-to-day.
Use Mobile-Friendly Designs
Bear in mind that, these days, most users will be checking their email on their phone. That’s especially true during the morning and evening hours. So designing an email that looks great on desktop but terrible on a mobile device will likely result in poor click-through-rates and conversions. That’s why we recommend designing emails for mobile first instead of designing for desktop, then trying to translate that design into a mobile version.
Consider Time-of-Send
The day of the week and time of day can have a significant impact on open rates and CTR. Understand your target audience’s typical day-to-day, then schedule your email sends to go out when folks are most likely to open and click through.
There are a number of philosophies regarding the best time to send out an email. Some like to reach audiences right when they’re waking up in the morning so that their email is at the top of their inbox when they start checking emails. Others find that sending over the lunch hour or as work is wrapping up for the day to be the best time to command the attention of otherwise busy prospects. And different audiences will have different daily routines; for example, consider the different lifestyles of student versus multifamily versus senior housing residents.
The best way to select your time of send is to test the waters. A/B testing is a particularly powerful option to determine what the best time of send may be for your overall audience. Over time, you can learn what times of day result in the most opens and clicks among your audience and then send at those times moving forward.
Build Email Lists With Lead Gen Campaigns and Contact Us Forms
Collecting the email addresses of current residents is easy enough, but building an email list of prospects is harder. While it may be tempting to buy a contact list to expand your email marketing reach, this is a particularly poor strategy for apartment marketers because it mostly results in a list full of unqualified prospects who will ignore or unsubscribe from your emails. They’ll also likely report your emails as spam, which can impact the performance of your email marketing down the road.
So we recommend gathering your contacts list the old fashioned way. The primary way that apartment communities tend to collect email addresses is through contact form fills on their website, but that strategy tends to capture folks later in their buyer journey, when they’ve already entered the consideration phase. Adding other strategies that can collect email addresses from folks earlier in their journey can help bring more prospects into your lead nurturing funnel, where you really have the ability to wow them. Facebook Lead Gen campaigns are one way to capture email addresses from people who have visited your website or searched for housing, but wouldn’t necessarily have reached out to contact you.
Just don’t forget, people are used to getting lots of spam in their inbox, and may feel hesitant to give out their email address. Clearly demonstrating what’s in it for them (i.e. providing clear value) will make them more likely to go through with handing over the keys to their inbox.
