Category: Customer Experience & Engagement: Keeping the Customer You Earned

Few issues frustrate residents more than needing to make a maintenance request. How quickly and efficiently those requests are handled can be the difference between a satisfied resident and a […]

As markets grow tighter, supporting the raising of rental rates becomes more challenging. It’s easy to find yourself tongue-tied when a prospect asks why the rates at your community are […]

One of the most important services of the leasing staff is coordinating the onsite professional response to a maintenance request. This can be a key indicator in how long you […]

Do you believe a resident’s experience ends as soon as the lease is signed? Or do you believe the resident’s experience only takes place during a customer service related transaction? […]

A good reputation, resident referrals, and a solid, predictable community ends and begins with your residents. It’s no secret that your residents are your biggest asset, even bigger than your […]

The art of persuasion – not to get confused with manipulation- lies in simplifying something down to its core, and communicating to others what they really care about. Manipulation, however, […]

You remember the saying “You never get a second chance to make a first impression”? Well, it is only partly true. The first impression is indeed very important. It’s very […]

We’re one month into 2015, and we’ve already noticing a few trending topics. One of those topics is customer journey maps. This is more than just a buzz word. With […]

We are facing a new challenge. All of the product coming online looks the same. And, it looks just like the product that was built two years and even three […]

Once upon a time, good customer service was top priority for many companies. In fact, companies regularly affirmed their promise and commitment to good service. For some companies, customer service […]