Category Archives: Customer Loyalty & Retention

Resident Retention





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 from lead generation to customer experience sounds like a no…

Posted in: Customer Loyalty & Retention |

 

Communicating Value





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 to your customers and in multiple ways: advising them on…

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5 Magic Tricks That Build Extreme Customer Loyalty

Disney’s 5 Magic Tricks That Build Extreme Customer Loyalty





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, and build extreme customer loyalty. Their brand resides within the…

Posted in: Customer Loyalty & Retention |

 

brand advocate

Keys to Developing Brand Advocates





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 word about just how amazing you are.  And they would…

Posted in: Customer Loyalty & Retention |

 

Teach Employees to Handle Complaints

CUSTOMER LOYALTY: Teach Employees How to Handle Complaints





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 is important that employees make it clear that they welcome…

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5 Reasons Your Residents are Loyal

Five Reasons Your Residents Are Loyal to You





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 doing wrong, let’s look at what you are doing right….

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CUSTOMER LOYALTY: Five Ways to Get Your Residents Stuck Like Glue





True customer loyalty is perhaps the greatest asset a community can develop. Loyal residents are more likely to renew and—equally important—refer their friends and family. ‘Satisfied’ residents are not always loyal and there are even times when loyal residents are…

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RESIDENT RENTENTION: How To Avoid Getting Dumped





Are You At Risk of Being DUMPED By Your Residents? Not too long ago, I attempted to contact the cable company to make some changes to my account. I was left on hold for 15 minutes listening to a recurring…

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CUSTOMER LOYALTY: Why Satisfied Residents Defect





Yes, they probably are—but don’t take it too personally. It is not always related to you, your company, product or the quality of the service delivered. There are many good companies and products that have customers defecting in droves.

Posted in: Customer Loyalty & Retention |

 

CUSTOMER LOYALTY: What Do You Know About Generation X?





The road to Customer Loyalty can take many twists and turns. In a recent blog,  I wrote about the importance of resident complaints. One of the key points I tried to convey was the importance of listening to the customer….

Posted in: Customer Loyalty & Retention |

 

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