Experience Is the New Amenity: Stop Measuring Service
In property management, as in any business, service is a fundamental.
But that principle or concept has given way to resident experience; the feeling that someone actually thought about their journey- be it prospect, resident, or alumni.
If we stop to think about it for any length of time, I think we would all agree that service is reactive: fix what’s broken.
The ‘Experience’ expectation is proactive: anticipate what matters and fix it before it becomes a problem. Or ‘wow’ the customer with a surprise and delight.
It starts by mapping every touchpoint, from inquiry to your alumni program, and measuring how it makes people feel.
Ai-Drive Sentiment Analysis can help us personalize experience at scale, but only if human empathy guides the design.
When we focus on experience rather than service, our communities become trusted places.
Tomorrow’s tip: Using Resident Feedback Loops to Predict Churn Before It Happens.