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Customer Experience

It's Time to Measure how Customer Experience Impacts Revenue

by Dom Beveridge | Apr 13, 2021 12:00:00 AM

Last week I was curious to hear about some new research conducted by J Turner Research and RealPage, into the impact of online reputation on multifamily performance. It is, in my view, an area that has been crying out for research for some time: companies devote resources to tracking, managing and promoting resident reviews. It is helpful, therefore, to understand how it impacts the top line.

2019 Resolutions: Resident Loyalty Lessons from the Hospitality Industry

by Trachelle Spencer | Jan 2, 2019 12:00:00 AM

Just before a 29-year-old friend of mine was due to stay in a fairly upscale hotel recently, the staff texted her before check-in and suggested that...

Why You Shouldn’t (Over)Invest in Customer Experience

by Donald Davidoff | Mar 30, 2018 12:00:00 AM

Recently I’ve been spending time thinking about Customer Experience, and specifically how the industry talks more about the importance of the...

5 Customer Experience Mistakes MFH Operators Make

by Donald Davidoff | Dec 21, 2017 12:00:00 AM

Today, customers want an experience, not just a transaction. In fact, they expect it. They get it in their interactions with many other companies,...

Client Satisfaction: How Customer Experience Plays a Major Role

by Donald Davidoff | Jun 1, 2017 12:00:00 AM

With all the attention on the recent series of airline service mishaps, we thought it would be a good idea to talk a bit about the difference between...

3 Keys to Retaining Multifamily Residents

by Donald Davidoff | Sep 30, 2016 12:00:00 AM

Ask any group of multifamily operators what they worry about or what keeps them up at night and occupancy will be at the top of their lists. Every...

Customer Service vs. Customer Experience: Why Multifamily Operators Should Care

by Donald Davidoff | Aug 3, 2016 12:00:00 AM

A popular buzzword in the multifamily industry today is customer experience. It’s actually something many industries are talking about. Identifying...

Seven Ways to Impact the Customer's Experience

by Donald Davidoff | Feb 24, 2015 12:00:00 AM

We know that a customer’s experience impacts their purchasing behavior. In fact, in a 2014 study, Accenture found "two-thirds (64 percent) of...

NPS Lessons Learned

by Donald Davidoff | Nov 13, 2014 12:00:00 AM

Companies are hungry for information and eager to learn what their customers’ value; to learn more, many are offering surveys. One popular method is...

3 Tactics to Create Superior Customer Service

by Donald Davidoff | Oct 1, 2014 12:00:00 AM

It seems like surveys are everywhere these days and after virtually every interaction customers are offered an opportunity to comment on their...