Coveted Customer Experience: How to over-deliver on what residents care about most
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Coveted Customer Experience: How to over-deliver on what residents care about most
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Coveted Customer Experience: How to over-deliver on what residents care about most
- 1. 1 2022 © AppFolio, Inc. Confidential Coveted Customer Experience: How to over-deliver on what residents care about most Presented by: Jay Baer Date: March 15, 2022
- 2. 2 2022 © AppFolio, Inc. Confidential We’ll monitor the chat throughout this session to answer your questions and respond to comments To ask a question at any time, please use the built-in Zoom Q&A and chat windows Before we get started
- 3. 3 2022 © AppFolio, Inc. Confidential Hall of Fame Speaker, New York Times best-selling author, internet pioneer, entrepreneur, and the most inspirational expert on marketing, customer experience, and customer service Jay Baer Presenter
- 4. Hi! I’m Jay Baer
- 6. The EXPECTATION EQUATION: “Customer experience” is the difference between what residents think will happen, and what actually occurs
- 9. Exceeds expectations so much that low price and operational perfection are not required Coveted Customer Experience
- 12. Think small.
- 13. Think small.
- 14. Think small.
- 16. Speed is now interpreted as caring
- 18. 205 DAYS
- 19. 205 DAYS
- 21. Within 90 days, how can you be 15% faster?
- 23. You must close the “uncertainty gap”
- 25. Within 90 days, how can you be 15% more clear?
- 26. “ Text “CCX” to 66866
- 28. EMPATHY = the ability to understand and share the feelings of another person
- 31. Empathy doesn’t require exceptional effort
- 32. Within 90 days, how can you be 15% more kind?
- 36. Exceeds expectations so much that low price and operational perfection are not required Coveted Customer Experience
- 40. “ Text “CCX” to 66866 JayBaer.com
- 41. 5 2022 © AppFolio, Inc. Confidential Q&A
- 42. 6 2022 © AppFolio, Inc. Confidential 6 2022 © AppFolio, Inc. Confidential Deliver a great experience Keep books & report results Operate & optimize your properties Market & lease successfully Increase team productivity Manage & grow your business Remarkable service Exceptional ease-of-use Groundbreaking innovation Insights you can rely on Unified system architecture Real-time, accurate data Better decision-making Built for scale Performance Insights Workflow Management Enhanced control & access Revenue Management AI-powered automation Powerful integrations Unparalleled mobility Anywhere, anytime, on many devices Smart Leasing Smart Maintenance Smart Accounting A deeper, richer API Seamless user experience Marketing, Smart Home & more One powerful platform
- 43. 7 2022 © AppFolio, Inc. Confidential Want to learn more about how AppFolio can help your team focus on the work that matters? Poll
- 44. Turn the tide How to turn challenge into opportunity by reimagining real estate workplaces AppFolio Wave Summit | April 12, 2022 | 100% Free Keynote speaker Steve Cadigan Register today!
- 45. 9 2022 © AppFolio, Inc. Confidential Source: Ullamcorper Vehicula Dolor Pharetra Dapibus Enjoy lunch on AppFolio If you registered and attended via Zoom, check your email for a redemption code