3
Having to meet ever-evolving resident preferences
isn't new for property management companies. But
in the last few years, customer expectations across
every industry have shifted faster and further than
ever before. As a result, consumers have elevated
benchmarks that all businesses are now struggling
to keep up with(
% 66% of customers are less patient than they were in 2021
% "Exceptional service" is the new baseline for businesses
% 74% of customers say they're likely to buy based on experience alone**4
% 77% of consumers consider a company's customer experience to be as
important as product quality or service*
Unfortunately, these new standards for satisfaction can feel particularly
hard for property management teams to fulfill, especially when dealing with
additional challenges such as supply chain disruptions and staffing
shortages that come with a tough economic climate
However, when record inflation and a cooling housing market make
competing on price unachievable, experience becomes an essential
component for success. Fortunately, optimizing the customer experience3
is easier than it seems, while helping to drive sustainable growth, retain
residents at far higher rates, and give your business a unique3
competitive edge
In this guide, we'll outline exactly what property management companies
need to do to create stellar customer experiences that drive growth this year
and beyond
* Zendesk CX Accelerator reporX
** Forbes
Introduction
