Customer journey = Customer loyalty

Funnel footnotes are summaries of cool lessons, trends, and insights our team gains from multifamily industry events. We package up some of the things that inspire us and share that with you in a compact format for learning-on-the-go.

“Surprise and delight” has long been the advice of well-known consumer brands when it comes to winning customer loyalty. And, while that remains true, there’s much more to be done in cultivating customer loyalty—particularly in the multifamily industry where competition can be fierce and churn is a reality. Today, it’s about recognizing and catering to a client’s hierarchy of needs. By putting the resident at the center of your decision making—including operations, data, and measurement, you will gain a better understanding of what residents care about. If you give them more of what they want, you will increase revenues.

It’s everybody’s job to create a positive customer experience—not just the leasing team or the marketing department.