001 | A New Way to Define "Customer" | CX Unplugged

Hey there! Gabrielle Gonzalez here—after 20 years in the multifamily industry, I've discovered something crucial: our customers are so much more than just residents. Want to know who else makes the list? In this debut episode of CX Unplugged, I discuss what "service" truly means in the multifamily space. Inspired by Ron Kaufman's definition—taking action that creates value for someone else—I challenge the traditional view of the customer as just the resident. Instead, I explore a broader spectrum, including internal colleagues, delivery drivers, property owners, and contractors. Each interaction you have impacts your company’s success, and I’m here to help you see how every customer, internal or external, deserves top-tier service. If this resonates with you, please like and subscribe to stay updated on customer experience in multifamily! Multifamily, CX Unplugged, PropTech, Leadership, Customer Experience, Ron Kaufman, Service Excellence, Property Management, Internal Customers, External Customers, Asset Management #Multifamily #CXUnplugged #PropTech #Leadership #CustomerExperience #ServiceExcellence #PropertyManagement