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 brainer, right?
Focusing on the renewals rather than acquiring new leases is easy. Why? Because renewals shouldn’t be a last ditch effort to beg people to stay.
The months of great customer experience lead up to the renewal moment. It’s an ongoing process that starts at the point of purchase and encompasses the resident’s experience throughout their lease. Remember, it is all about the small moments.