Category: Customer Loyalty & Retention: Connecting with Your Customer

If you work in the multifamily industry, chances are good you have encountered someone – a resident, co-worker or even a boss who is agitated and headed towards conflict. When […]

Acquiring a new customer is great, but retaining one you already have is even better! What is the best way to retain your residents? Start with “Why”. Begin with a […]

Unlike email, handwritten notes are unusual. They take minutes or even hours to draft, each word carefully chosen with no “undo” or “auto-correct” to fall back on. Composing a handwritten […]

When was the last time you received a handwritten letter in your mailbox? Today’s typical home receives a personal letter about every seven weeks. According to the U.S. Postal Service […]

Acquiring customers isn’t cheap or easy. In fact, acquiring new customers can cost as much as five to seven times more than simply retaining your existing customers. Shifting our focus […]

When you read ‘communicating value’ and begin to relate that with the sales and leasing process of the apartment industry, you probably presume that you are already communicating said value […]

The Disney brand is one of the most powerful in the world! They successfully deliver their message, confirm their credibility, connect emotionally with customers of all ages, motivate their customers, […]

Take a moment and imagine being able to identify people willing to help you market your products and services for free.  Imagine developing brand advocates who would freely spread the […]

In in previous blog, Go Ahead…Encourage Your Residents to Complain, I shared some examples of how encouraging resident complaints can improve their customer experience and increase customer loyalty.  While it […]

Instead of asking yourself the question, “Why are our residents not loyal?”, let’s see the glass half full.  Instead of focusing on all of the things that you might be […]