Have you ever asked yourself why people leave apartment reviews? I know this sounds strange, but the feedback is not necessarily for you. 73% of Millennials think other consumers care about their opinions more than companies do (BazaarVoice, January 2012). They leave an apartment review because they want to share tips and their thoughts with their peers – people they have never even met before, but people they think would really appreciate and listen to what they have to say. Read More
Did you know that 80% of people who review products online give those products a 4-5 star rating? (Bazaarvoice and Keller Fay, 2011) We can all admit that we have had a bad experience with an apartment ratings and reviews site in the past, so it has been acceptable for us to feel a little scorned. But things have changed.
It’s never fun to hear something not so good – about your products, your service, or your performance. But we’ve all been there. Whether it comes in the form of comments on a survey, an apartment review, or a message on a social media channel, responding to negative feedback is a must. Read More
Historically, companies have had these self-centered tendencies where we expect customers to adapt to us. The customer experience was a result of our needs and culture – our language, our policies, and our practices. But this does not really work anymore. The fact is you need your customers more than they need you, which means we must provide a customer experience that actually revolves around the customer, rather than around us.