5 Tips for Developing a Customer Experience Strategy


I have discovered the trick to developing a strong customer experience and marketing strategy.  Yep, it’s true! And I am going to share it with you too.

You have spent countless hours asking for customer feedback, reading reviews, and analyzing resident surveys.  Now all you have to do is develop a plan to take action with all the data you have collected.  That’s all?!  Yeah, I get that it isn’t as easy as it sounds.

The collection part is easy.  Translating the customer feedback and data is the hard part.  However, I do have a few tips to share with you that should make this task much less daunting.

1.      Ask for the right feedback

Understand what your business goals are before you ask for customer feedback.  Shooting vague questions out there isn’t going to get you very far when it comes time to actually determining your next steps.  So, know your goals and your weaknesses so you can structure your feedback requests around those topics.

2.      Understand the motivation for providing feedback

Your residents want to be heard and respected. Believe it or not, they don’t want anonymity or even monetary incentives. Residents also want their guidance incorporated into your vision and plan, so make sure you always closing the loop with them.

3.      Develop and test smart solutions

Think in stages and plan for each stage.  This includes gathering input from the front lines, defining a plan for the change, talking with residents about your direction, and measuring and assessing how well you are meeting your targets.

4.      Enable constant communication between you and your residents

Customer feedback doesn’t stop after you have made changes.  You want to make sure the communication lines are always open between you and your residents.

5.      Hire a third party

There is nothing wrong with getting help from a third party.  Someone who specializes in this area knows how to find the meaningful insight in all the data.  They know what to ask, what to look for, and how to translate it.

Don’t forget that you are collecting customer feedback for a reason.  You want to improve some aspect of your service and resident customer experience.  Stay focused on your goals and strategy, and continue to listen to what is being said.

Misty Sanford
Social insight Thought Leader
Renter’s Voice