A REMARKABLE RESIDENT EXPERIENCE
How are you doing in this uncharted economic turmoil? Has your Resident Retention increased or decreased. Becky Carroll has a great post over on her blog “Customers Rock” titled Recession Proof Marketing that is worth listening too. Becky suggests, as you may expect, focus on the customers you have. Seems simple right?
What are the key ingredients of a Remarkable Resident Experience? What it means to you, may well be different than what it means to your Resident.
Remarkable, as defined by the legend Seth Godin;
• Remarkable doesn't mean remarkable to you. It means remarkable to me. Am I going to make a remark about it?
• Being noticed is not the same as being remarkable. Running down the street naked will get you noticed, but it won't accomplish much. It's easy to pull off a stunt, but not useful.
Is the experience you are creating for your resident remarkable and does your resident find value in the experience created? Are you matching your Brand to a Targeted Experience.
REMARKABLE IS IN THE EYE OF THE BEHOLDER
As posted by one of Becky’s followers; “Service Excellence, just as with beauty, is in the eye of the beholder”! is spot on. Take some time to evaluate what will Engage and Delight your residents based on your Brand.
As an example, Southwest Airlines, you either love them or hate them with the cattle call lines, no assigned seats, no frills. Yet true blue Southwest Customers like, enjoy, laugh with, and have a favorable experience with, Southwest. Herb Kelleher somehow figured out how to deliver a consistent, value driven experience, and permitted his employees to fix it when it wasn’t.
The point here is this, What you think you are doing to increase retention and provide great customer service, may or may not have an impact with your residents
GREAT FEEDBACK
There is much debate surrounding the whole Social Media frenzy. If you follow us, you know we are heavy into Social Media. Perhaps one of the greatest benefits of Social Media is the feedback, and what you learn when You Participate in the Conversation.
