Understanding the Customer Experience and Leveraging the Customer Experience for Marketing Purposes

What is customer experience and what does it mean to those of us in the business of leasing apartments? The answer is simple. Our residents are demanding a better experience and talking about their experience online. Did you know that 70 percent of potential renters consult apartment reviews, and they trust ratings and reviews sites 12x more than paid advertising? Join our panel of industry experts at NAA’s Education and Exposition Conference for an informative and innovative discussion.

We will define the customer experience and the resident life-cycle, help you anticipate potential obstacles, and demonstrate how exceptional customer experience is the key to your marketing success. We will also discuss a crucial piece of the customer experience which begins with the hiring process. Through sharing best practices and evaluating internal processes, our panelists will share their stories and enlighten the path to understanding and quantifying the customer experience: proven measurement tools, best practices, and the most relevant metrics for the multifamily industry.

Finally, you’ll hear how these industry leaders are leveraging feedback about the customer experience as a valuable, powerful marketing tool. Learn how you can use ratings and reviews to expand the reach of your customer’s voice, converting their feedback about the customer experience you are providing into an effective touch-point for potential renters, boosting traffic, and improving lead conversion.

Moderator: Francis Chow – Chief Strategy Officer – Ellis Partners in Management Solutions and Co-Founder – Renter’s Voice. 
Panelists: Tiffany Walters – Senior Marketing Manager – Greystar
                Ed Wolff – Chief Operating Officer – Cortland Partners
                Stephanie Fuhrman – EVP – Riverstone Residential
                Jennifer Staciokas – VP Marketing and Training – Lincoln Property Company.

The 2013 NAA Education Conference & Exposition education session "Understanding the Customer Experience and Leveraging The Customer Experience for Marketing Purposes" is on Friday,  June 21 at 2:15 p.m. See you in San Diego!