Every apartment community has a personality. In fact, if you were to divide up all of the apartment communities in your company portfolio, it is likely that each one would fall into one of the following three categories:
1. Hell on Wheels: A difficult, demanding, back-breaking, problematic community.
2. Easy-Going: An average, occasional challenge, mostly pleasant community.
3. Push Button: A simple, no sweat, uncomplicated, “daily vacation” community. Read More
We have talked about 4 secrets to success when managing your apartment reviews, so let’s now talk about what not to do. But before we run through the list, I want to share some food for thought. You create the experience. This deserves to be said twice, so I’ll say it again with a little more emphasis. YOU create the experience. Read More
In the past, many apartment communities have been able to survive even with very limited amounts of innovation. They focused on providing quality products and services, and simply updated them to a level that maintained their competitiveness in the market.
Today, customer expectations are placing more demands on company innovation. They are used to products that continually advance and make their life easier and they don’t expect any less from your team and community. If you are not up for the challenge, they can always go somewhere else. Read More
We have talked about the customer journey map before, but I want to revisit again with a deeper look at each step in the creation of a customer journey map.
So, what is a customer journey map? Let’s start there. A great customer journey map documents your customer experience from your customer’s perspective. That is the key. You have to truly put yourself in your customer’s shoes and be a customer. The customer journey map helps you understand not only how customer’s interact with you today, but it also identifies improvement opportunities. Read More
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