06/17/22 – Mapping the Customer Journey

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Mapping the Customer Journey

No one prospect has the same leasing journey as the next, so what can you do to create a coherent customer experience as a company? Katie Kane, CX & Training Manager at HILLS Properties, stepped in for Sydney this week to break down her process for mapping the customer journey. Plus, the best time (and way) to ask for customer reviews.

Topics discussed in this episode

• Developing brand loyalty.
• Providing a great customer experience for everyone — even people on your waitlist.
• Why working with people outside of multifamily can help you improve the customer experience.

Resources mentioned in this episode

• “Hug Your Haters: How to Embrace Complaints and Keep Your Customers” by Jay Baer

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