Do you employ Apartment Manager Customer Experience Leaders at your apartment communities?
“Do we employ a what-now?”
Let me put it another way.
When it comes to the customer experience are you ready to put your money where your mouth is or will you simply pay lip service to the idea? Do you really understand the value of a better customer experience for your employees and residents?
Apartment Residents and the Experience Economy
In December, 2012, Oracle published a research report, “Why Customer Satisfaction is No Longer Good Enough.” Here are three important points the survey revealed:
- 81% of consumers surveyed said they are willing to pay more for a superior customer experience
- 44% are willing to pay a premium of more than 5%
- Customer experience is now a key driver for revenue growth and an effective channel for brand differentiation
Welcome to the Experience Economy; where customers—your residents—expect more, will tell you more, and are willing to pay more for your apartments and services if you get it right! If you don’t get it right, they are also more than willing to switch to your competitor.
Now does my original question make sense?