007 - Generation Z on Customer Experience

Gen Z Insights on Customer Experience: What Multifamily Leaders Need to Know Are we truly connecting with the next generation of renters? Hear straight from Gen Z what they value in customer experience — and where we’re missing the mark. In this episode of CX Unplugged, host Gabrielle Gonzales explores customer experience through the eyes of Gen Z, featuring an insightful roundtable discussion with Jodi Rogers, an academic leader in property management, and his students. This episode demonstrates how generational differences shape customer experience expectations. From the importance of authenticity and trust to the frustrations of inconsistent communication, these students share real-life examples that multifamily leaders can’t afford to ignore. Key Takeaways: The critical distinction between customer service and customer experience. How authenticity influences decision-making for younger generations. The power of clear communication in building trust during leasing and beyond. Why Gen Z values ongoing engagement — and how to deliver it effectively. If you’re in the business of property management or CX, this episode is your chance to hear directly from the voices of tomorrow’s customers and leaders. Enjoyed what you heard? Hit the like button and subscribe to @MultifamilyMediaNetwork for more insights into the evolving world of customer experience. Share this episode with your team and start the conversation today! Ready to level up your career? Discover more voices in multifamily at www.multifamilymedianetwork.com where industry pros cover topics including maintenance, marketing, leasing, management, and leadership. Sign up for our newsletter and get ready to soar!