CX Unplugged

When does persistence in sales turn into pressure? In today’s fast-paced, tech-driven world, sales professionals are constantly navigating the fine line between effective follow-up and overwhelming their prospects. In this thought-provoking episode of CX Unplugged, host Gabrielle Gonzalez sits down with Seanne Spangenburg https://www.linkedin.com/in/seannespangenburgcam94889512/ to unpack the real dynamics between salespeople and decision-makers—where intentions to connect often clash with the need for boundaries and balance.Gabrielle and Seanne take a closer look at how personalization, empathy, and technology intersect to shape modern customer experience. From the rise of “ghosting” in sales to the challenges of maintaining genuine relationships in a digital-first environment, this conversation offers insights every professional in the multifamily industry—and beyond—can learn from.Here’s what you’ll hear in this episode:Why salespeople must recognize and respect the boundaries of decision-makers to maintain trust and connectionWhat role personalization plays in transforming sales conversations into meaningful relationshipsThe misuse of technology often weakens genuine human connection in the customer experience processHow intentional communication and thoughtful follow-up can improve relationships and reduce frustration in sales👉 Click subscribe @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry’s hottest topics!🌐 Visit www.multifamilymedianetwork.com to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders!#CustomerExperience #CXUnplugged #SalesStrategy #RelationshipBuilding #MultifamilyIndustry #Personalization #Leadership #FollowUp #CustomerEngagement #SalesBoundaries #CXLeadership #MultifamilyMediaNetwork

What truly sets successful companies apart isn’t just good customer service — it’s a well-crafted customer experience. In this episode of CX Unplugged, host Gabrielle Gonzalez breaks down the key distinctions between these two often-confused concepts and explains why understanding them can make or break your business.From the moment a customer first interacts with your brand to the final step of their journey, every touchpoint shapes perception, loyalty, and long-term success. Gabrielle explores how companies that prioritize customer experience not only build stronger relationships but also see greater profitability and retention. She also highlights how employee satisfaction directly fuels customer happiness — reminding leaders that you can’t expect exceptional service from disengaged teams.Here’s what you’ll hear in this episode:Why understanding the difference between customer experience and customer service matters for long-term business successWhat customer feedback reveals about brand perception and improvement opportunitiesThe data shows that 79% of consumers switch companies after a poor experienceHow prioritizing CX over transactions builds loyalty, drives growth, and keeps residents happy👉 Click subscribe @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!🌐 Visit www.multifamilymedianetwork.com to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders!#CustomerExperience #CXUnplugged #CustomerService #MultifamilyManagement #CXStrategy #CustomerLoyalty #CustomerSatisfaction #Leadership #EmployeeEngagement #CustomerCentric

When organizations lack a shared service language, the result can be chaos: misunderstandings, frustration, and costly errors. Without clear communication, even the most well-intentioned teams struggle to deliver the experiences customers deserve. In this episode of CX Unplugged, host Gabrielle Gonzalez unpacks the challenges caused by these gaps and reveals how a unified approach can transform both internal collaboration and customer satisfaction.Gabrielle shares practical strategies, insightful stories, and proven approaches that highlight the power of speaking the same “service language.” Whether you’re leading a multifamily operation or managing a customer-facing team in any industry, you’ll discover why a common service language is the foundation for efficiency, harmony, and long-term success.Here’s what you’ll hear in this episode:Why lacking a common service language creates inefficiencies, errors, and poor customer experiencesWhat happens when organizations build shared understanding around service expectationsThe absence of clear communication directly impacts engagement, teamwork, and customer satisfactionHow establishing a unified language enhances relationships, prevents mistakes, and strengthens business outcomes👉 Click subscribe @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professional hosting podcasts on all the industry hot topics!🌐 Visit www.multifamilymedianetwork.com to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders!#CustomerExperience #CXUnplugged #ServiceLanguage #OrganizationalCommunication #CustomerEngagement #MultifamilyOperations #CXStrategy #Leadership #ContinuousImprovement

Customer experience isn’t just a nice-to-have—it’s a business powerhouse. In this episode of CX Unplugged, host Gabrielle Gonzalez uncovers the eye-opening data and real-world stories that prove just how much CX impacts the bottom line. From boosting customer loyalty to outperforming competitors by nearly 80% on the S&P 500, the numbers don’t lie: customer experience pays off in measurable ways.But it’s not just about data—it’s about people. Gabrielle shares her passion for genuine care, the importance of hiring with empathy, and the value of human connection in today’s competitive landscape. Whether you’re in multifamily operations or any other industry, this episode will inspire you to rethink how your organization prioritizes CX—and why it should be at the heart of your business strategy.Here’s what you’ll hear in this episode:Why companies that invest in customer experience outperform competitors in loyalty, satisfaction, and long-term growthWhat hiring for empathy and genuine care can do for your customer relationshipsThe data shows CX leaders on the S&P 500 outperform by nearly 80%How prioritizing authentic customer interactions leads to stronger engagement, renewals, and business outcomes👉 Click subscribe @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professional hosting podcasts on all the industry hot topics!🌐 Visit www.multifamilymedianetwork.com to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders!#CustomerExperience #CXUnplugged #MultifamilyOperations #CustomerSatisfaction #BusinessGrowth #EmpathyInLeadership #CXStrategy

When was the last time you felt truly valued as a customer? In today’s fast-paced, highly competitive world, customer experience isn’t just a buzzword—it’s the heartbeat of long-term business success. Companies that prioritize genuine care and human connection are not only winning hearts but also achieving remarkable financial results.In this episode of CX Unplugged, host Gabrielle Gonzalez unpacks why customer experience should be at the center of every business strategy, especially in multifamily operations. With powerful stories, data-driven insights, and her own passion for customer care, Gabrielle reveals how empathy, authenticity, and strategic investment in customer interactions can transform organizations from the inside out.Here’s what you’ll hear in this episode:Why customer experience has become the ultimate competitive advantage for businesses todayWhat data reveals about the link between satisfaction, loyalty, and bottom-line resultsThe companies leading in customer experience outperform the S&P 500 by nearly 80%How hiring with empathy and creating genuine connections elevate customer loyalty and renewals✨ Don’t miss this powerful conversation that could reshape the way you think about customer care in your industry.👉 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry’s hot topics! Visit www.multifamilymedianetwork.com to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders!#CustomerExperience #CXUnplugged #MultifamilyOperations #CustomerSatisfaction #BusinessGrowth #EmpathyInBusiness #CXStrategy

What if the Golden Rule isn’t enough? In this mini-episode of CX Unplugged, Gabrielle Gonzalez challenges one of the oldest philosophies in human interaction. Instead of treating others the way you want to be treated, what if you treated them the way they want to be treated? This subtle but powerful shift can transform how we connect—with residents, prospects, colleagues, and clients.Through relatable stories and actionable tips, Gabrielle explores how active listening, personalization, and empathy can elevate customer experience strategies and strengthen relationships. Whether you’re closing a lease, resolving a complaint, or winning over a new client, this mindset can be the difference between a transaction and a lifelong connection.In this episode:Why should customer experience focus on individual preferences instead of a one-size-fits-all approach?What makes earned prospects more valuable than bought ones in driving long-term success?The smallest investment of time in understanding customers can yield extraordinary results.How active listening and personalization lead to stronger relationships and increased referrals.🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations!📰 Sign up at www.multifamilymedianetwork.com to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #PersonalizedService #ActiveListening #CXStrategies #EarnedProspects #CustomerSatisfaction #Referrals #MultifamilyLeadership #ResidentExperience #PropertyManagement

In an industry rapidly shaped by technology, what remains non-negotiable? The human touch. In this thought-provoking episode of CX Unplugged, Gabrielle Gonzalez is joined by Paul Rhodes to explore why human interaction still matters—especially in maintenance. While automation and AI are transforming operations, your residents still value empathy, clear communication, and trust—qualities only a well-trained, people-first team can provide.This conversation goes deep into the evolving responsibilities of maintenance teams and how equipping them with both technical skills and customer service know-how is key to elevating the entire resident experience. From conflict resolution to proactive planning, this episode sheds light on what it takes to build a maintenance culture that not only fixes problems—but also builds community.In this episode:Why does the human element matter more than ever in a tech-powered maintenance landscape?What skills are essential for maintenance teams to confidently handle resident interactions?The maintenance touchpoint is often the most impactful part of the customer journey.How can training, empathy, and strong communication elevate maintenance culture and boost resident satisfaction?🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations!📰 Sign up at www.multifamilymedianetwork.com to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #MultifamilyMaintenance #EmpathyInService #TechAndTouch #MaintenanceTraining #ConflictResolution #ProactivePlanning #CXLeadership #HumanConnection #PropertyManagement

What can a one-star review teach us about customer experience in multifamily housing? In this raw and revealing episode of CX Unplugged, host Gabrielle Gonzalez unpacks a scathing resident review—not as a rant, but as a roadmap to the real issues that too often go ignored.From maintenance accountability to the emotional weight of security deposit deductions, Gabrielle breaks down what property managers can learn when residents speak out. This isn’t about finger-pointing—it’s about listening, learning, and leading with empathy. If you’ve ever wrestled with the gray areas of move-out charges or wondered how small decisions impact big reputations, this episode is for you.What’s covered in this episode:Why do negative reviews deserve more than just damage control?What move-out policies and communication practices can make or break resident relationships.The smallest charges—like for scuffed paint or overlooked items—can leave a lasting negative impression.How transparency, empathy, and follow-up improve trust and reduce future complaints.Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore our extensive library of podcasts and blogs from today’s multifamily leaders!#CXUnplugged #PropertyManagement #CustomerExperience #ResidentSatisfaction #OneStarReview #MoveOutExperience #SecurityDeposit #MultifamilyCX #TenantRelations #ServiceImprovement

What does it really take to grow in the multifamily industry—and why does it often start with a wrench in your hand? In this episode of CX Unplugged, host Gabrielle Gonzalez sits down with Geremiah Gonzalez https://www.linkedin.com/in/geremiah-gonzalez-cam-a5717bb7?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3BIhGsQ3cxQ6qFLkOLggYoKQ%3D%3D , Community Director at Weidner Apartment Homes, to unpack his unique journey from maintenance technician to customer experience leader.Geremiah shares candid lessons from the field, reflecting on how hands-on experience shaped his understanding of resident satisfaction, empathy, and what it truly means to serve. From redefining the role of maintenance to finding the balance between enforcing policies and championing the resident experience, this episode is packed with insights for both industry veterans and newcomers looking to grow.What’s covered in this episode:-Why is customer experience deeper than “the customer is always right”?-What mentorship and frontline work taught Geremiah about leadership and service.-The maintenance experience directly affects a resident’s perception of home and care.-How emerging professionals can grow by exploring every corner of the multifamily world.Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore our extensive library of podcasts and blogs from today’s multifamily leaders!#CXUnplugged #MultifamilyLeadership #CustomerExperience #PropertyManagement #ResidentSatisfaction #MentorshipMatters #MultifamilyCareers #MaintenanceMatters #CustomerServiceExcellence

What do residents really want—and are we listening closely enough? In this episode of CX Unplugged, host Gabrielle Gonzalez sits down with Katie Ritter and Jake Hughes from Wide Whale to unpack the insights behind the latest Voice of Resident Report. It’s more than data; it’s a wake-up call for multifamily property operators to tune into what residents are clearly expressing—through reviews, renewals, and real-time feedback.From speed of service to cleanliness, and the evolving role of management in the resident journey, this conversation challenges conventional thinking. Whether you're in operations, leasing, or customer service, this episode reveals where expectations are shifting—and how you can respond to meet them. Because in today’s market, good communication and fast follow-through aren’t extras—they're essentials.What’s covered in this episode:Why are residents becoming more vocal and specific about their expectations?What the latest data reveals about speed, follow-through, and the resident experience.The report confirms: cleanliness, communication, and transparency are top factors in resident satisfaction.How property teams can align efforts to improve satisfaction and reduce non-renewals.💡 Call to Action:Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore our extensive library of podcasts and blogs from today’s multifamily leaders!#CXUnplugged #VoiceOfTheResident #MultifamilyExperience #ResidentSatisfaction #PropertyManagement #CustomerExperience #MultifamilyData #Renewals #MultifamilyCX #WideWhaleInsights

Sometimes the most dangerous customer feedback is just one word: fine. In this flavorful episode of CX Unplugged, host Gabrielle Gonzalez brings the heat from the restaurant table to the boardroom, unpacking how a so-so response often signals a silent problem.Gabrielle shares a personal story that reveals how businesses can miss powerful improvement opportunities by accepting vague or lukewarm feedback. Whether you’re in hospitality, multifamily, or any service industry, this episode challenges you to stop settling for “fine” and start listening for what your customers aren’t saying. Spoiler alert: “fine” is rarely a compliment—it’s often a sign you’re forgettable.What’s covered in this episode:-Why does the word “fine” signal something’s off in the customer experience?-What real customer satisfaction sounds like—and why semantics matter.-The top CX leaders outperform lagging companies on the S&P 500 by nearly 50%.-How digging deeper into vague feedback leads to service that truly stands out.Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore our extensive library of podcasts and blogs from today’s multifamily leaders!#CXUnplugged #CustomerExperience #ServiceMatters #MultifamilyCX #FeedbackCulture #CustomerLoyalty #FineIsntGoodEnough #BusinessExcellence #ServiceImprovement #MultifamilyProfessionals

What if leadership wasn’t just about driving outcomes, but about modeling well-being, balance, and intentional connection? In this episode of CX Unplugged, host Gabrielle Gonzalez welcomes Shanenn Bryant, https://www.linkedin.com/in/shanenn-bryant/ pattern transformation expert and coach, to explore how the customer experience is shaped by the internal culture we create—starting at the top.Shanenn challenges the conventional definition of “customer” and invites us to see every interaction—internal and external—as a CX opportunity. From setting boundaries to supporting stress recovery, Shanenn delivers thought-provoking insights for leaders who want to build thriving teams that deliver exceptional service without burning out. You’ll also get a sneak peek at her new podcast, Lead Without Limits.What’s covered in this episode:-Why should leaders prioritize stress recovery as part of customer experience strategy?-What boundaries and feedback systems support a healthy, high-performing team culture?-The 'customer' includes every person you interact with—internally and externally.-How self-awareness and follow-up improve both employee engagement and customer relationships.Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders!#CXUnplugged #MultifamilyLeadership #CustomerExperience #LeadWithoutLimits #WorkCulture #StressRecovery #BoundariesMatter #SelfAwareness #CoachingCulture #MultifamilyProfessionals

What does it really take to grow in the multifamily industry? In this episode of CX Unplugged, host Gabrielle Gonzalez sits down with Jeremy Milton https://www.linkedin.com/in/jjmilton?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3BceoOk5SbQDGjcvBET6WI8A%3D%3D , Head of Multifamily Operations at West Shore https://west-shore.com/ , to unpack the real lessons behind leadership, learning, and letting go of perfection.Jeremy reflects on over 15 years in the field—mistakes and all—to offer a refreshingly honest look at how early missteps shaped his approach to operations, team culture, and decision-making. Whether you’re just getting started or deep in the trenches, this episode is packed with relatable insights on staying grounded, building resilience, and finding your personal “why” in your career.What’s covered in this episode:-Why is finding your 'why' critical to long-term success in multifamily operations?-What role does culture play in how teams handle and grow from mistakes?-The best leaders are those who empower others, stay curious, and learn from every experience.-How slowing down and trusting the process leads to better decisions and sustainable growth.Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders!#CXUnplugged #MultifamilyOperations #LeadershipDevelopment #CareerGrowth #CustomerExperience #LessonsLearned #ContinuousLearning #Empowerment #ProfessionalDevelopment #MultifamilyIndustry

What if your biggest mistakes became your greatest lessons? CX Unplugged brings you another compelling conversation as host Gabrielle Gonzalez sits down with Tara Samuels https://www.linkedin.com/in/themultifamilymentormatchmaker/ , founder and CEO of Multifamily Mentor Matchmaking. Tara opens up about her journey in the multifamily industry, sharing how mentorship, emotional intelligence, and vulnerability shaped her career.From overcoming setbacks to building strong professional relationships, Tara offers valuable insights on self-advocacy, networking, and the importance of lifelong learning. If you're looking for career advice rooted in real-world experience, this episode is packed with wisdom to help you grow and thrive.What’s covered in this episode:-Why is mentorship one of the most powerful tools for career growth?-What role does emotional intelligence play in professional success?-The strongest professional relationships are built on trust, self-reflection, and genuine connection.-How can vulnerability and self-advocacy help you stand out in the workplace?📌 Don't miss this inspiring discussion on building a career with confidence and purpose!Click subscribe to @MultifamilyMediaNetwork on YouTube and stay updated on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore an extensive library of podcasts and blogs from today’s multifamily leaders!#CXUnplugged #CustomerExperience #LessonsLearned #MultifamilyIndustry #CareerGrowth #Mentorship #EmotionalIntelligence #ProfessionalDevelopment #Networking #WomenInLeadership

What if your biggest mistakes became your greatest lessons? In this episode of CX Unplugged, host Gabrielle Gonzalez sits down with Amanda Maclin https://www.linkedin.com/in/amaclin?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3BnPp1WU5HRjOSqr0bDwA2wg%3D%3D, a multifamily industry leader, to discuss the career missteps that shaped her journey. From learning the power of integrity to mastering effective communication, Amanda shares the pivotal moments that transformed her approach to leadership and professional growth.Expect candid stories, practical wisdom, and valuable insights on investing in the right people, refining your strengths, and maintaining professionalism in a fast-paced industry. Whether you're just starting out or looking to level up your career, this episode will leave you with the tools and inspiration to turn setbacks into stepping stones.What’s covered in this episode:- Why do early career mistakes often lead to the most valuable lessons?- What role does integrity play in building strong professional relationships?- The best employees aren’t always the most experienced—they’re the ones who show initiative and potential.- How can effective communication be the key to handling difficult situations?📌 Don't miss this insightful conversation filled with lessons that will help you grow in your career!Click subscribe to @MultifamilyMediaNetwork on YouTube and stay updated on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore an extensive library of podcasts and blogs from today’s multifamily leaders!#CXUnplugged #CustomerExperience #LessonsLearned #MultifamilyIndustry #CareerGrowth #Integrity #ProfessionalDevelopment #Leadership #CommunicationSkills

Success in the multifamily industry doesn’t come without its share of challenges. In this episode of CX Unplugged, host Gabrielle Gonzalez takes a reflective look at her career journey, sharing the lessons she’s learned along the way. From early mistakes to hard-earned wisdom, she unpacks how accountability, perspective, and continuous learning play a crucial role in long-term success.Through personal stories and industry insights, Gabrielle sheds light on the importance of "inspecting what you expect" and how understanding different viewpoints can lead to better decision-making. Whether you're new to the industry or a seasoned professional, this episode offers invaluable takeaways for navigating the ever-evolving world of property management.What’s covered in this episode:- Why is accountability a game-changer in professional success?- What role does perspective play in making better business decisions?- The best lessons often come from early career mistakes.- How can understanding your audience improve customer interactions and sales?📌 Don’t miss this episode filled with real-world insights and career-defining lessons!Click subscribe to @MultifamilyMediaNetwork on YouTube and stay updated on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore an extensive library of podcasts and blogs from today’s multifamily leaders!#CXUnplugged #CustomerExperience #LessonsLearned #MultifamilyIndustry #PropertyManagement #CareerGrowth #Accountability #SuccessStories #GabrielleGonzalez

Customer experience isn’t just about serving end users—it’s about every interaction you have, from clients to colleagues and beyond. In this episode of CX Unplugged, host Gabrielle Gonzalez and guest Matt Beauchamp https://www.linkedin.com/in/matt-beauchamp/ of R.A.S.K. https://www.raskcorp.com/ redefine the concept of "customer" and explore how networking, trust-building, and communication play a crucial role in long-term business success.Matt shares insightful strategies for making strong first impressions, setting the right tone in meetings, and maintaining meaningful connections. If you want to enhance your professional relationships and build lasting client trust, this episode is packed with actionable takeaways you won’t want to miss.What’s covered in this episode:-Why is it important to view customers beyond just end users?-What role does trust play in setting the foundation for lasting relationships?-The most effective client relationships are built on clear expectations and consistent communication.-How can personal touches and understanding communication preferences strengthen professional connections?📌 Tune in for expert insights on relationship management and elevating your customer experience strategy!Click subscribe to @MultifamilyMediaNetwork on YouTube and stay updated on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore an extensive library of podcasts and blogs from today’s multifamily leaders!#CXUnplugged #CustomerExperience #Networking #TrustBuilding #CommunicationSkills #ClientRelationships #BusinessDevelopment #ServiceIndustry #MattBeauchamp #GabrielleGonzalez

Building genuine connections can feel overwhelming, especially in fast-paced environments like the multifamily industry. But what if there was a simple framework to help you navigate conversations with ease and confidence? In this episode of CX Unplugged, host Gabrielle Gonzalez introduces the Ford technique—an intuitive approach to building rapport and engaging in meaningful conversations.Discover how this powerful tool can enhance your customer experience skills, strengthen your professional relationships, and even uncover new opportunities for personal growth. Gabrielle also challenges listeners to reflect on their own dreams and aspirations while fostering connections with clients and colleagues alike.What’s covered in this episode:-Why should you prioritize the Ford technique in customer interactions?-What is the Ford technique, and how does it break down into Family, Occupation, Recreation, and Dreams?-The Ford technique fosters trust and opens doors to deeper communication.-How can active listening and open-ended questions help you implement this strategy effectively?📌 Don’t miss this episode filled with actionable advice to transform your conversations and elevate your communication skills.Click subscribe to @MultifamilyMediaNetwork on YouTube and stay updated on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore an extensive library of podcasts and blogs from today’s multifamily leaders!#CXUnplugged #CustomerExperience #NetworkingTips #FordTechnique #RapportBuilding #CommunicationSkills #JohnDeJulius #GabrielleGonzalez #MultifamilyIndustry

Navigating Customer Experience Across Business Verticals with Kristin Hornberger Ever wonder what it takes to juggle customer experience across multiple business verticals? Today, let’s hear from an industry leader who is blazing trails in healthcare real estate. In this episode of CX Unplugged on the Multifamily Media Network, Gabrielle Gonzalez engages in a powerful conversation with Kristin Hornberger, the 2024 Indy Crew President and Director of Marketing at Cornerstone Companies. With over 11 million square feet of healthcare real estate spanning 25 states, Kristin shares the obstacles, strategies, and tools that define customer experience in the healthcare real estate space. Key Topics: 🎙️How Kristin’s leadership across development, construction, property management, brokerage, and investments impacts customer satisfaction. 📱The role of technology and sustainability in creating tailored client experiences. 🏥How healthcare real estate demands unique approaches compared to other sectors, such as multifamily. ☑️Kristin also offers insights into navigating the industry, mentoring others, and finding your confidence in a male-dominated field. Whether you’re a seasoned professional or just starting out, this conversation is packed with actionable advice to elevate your game. Like this episode? Hit the thumbs up and subscribe to our channel  @MultifamilyMediaNetwork  for more insights on leadership, PropTech, and the evolving world of multifamily and commercial real estate. Visit www.MultifamilyMedia.com , sign up for our newsletter, and browse the extensive library of podcasts and blog posts brought to you by industry leaders from across the multifamily landscape. Drop a comment to share your biggest takeaway or connect with Kristin directly via Link.

CX Unplugged | Pricing Pitfalls & Lessons from Spirit Airlines Welcome to another episode of CX Unplugged, a Multifamily Media Network podcast. I’m your host Gabrielle Gonzalez, and today’s episode covers pricing strategies in multifamily management with a surprising lesson from Spirit Airlines’ recent bankruptcy. Pricing — it’s always on our minds. But here’s the twist: sometimes, being too low can work against you. The Spirit Airlines Effect Spirit Airlines built its brand on ultra-low prices. But for many of us, $49 flights felt too good to be true — raising questions about the value and sustainability of the offer. And now, Spirit Airlines has filed for bankruptcy. This reminded me of a time in my multifamily career when we faced a similar dilemma on a property with vacant storage units. The Multifamily Takeaway We had a 400-unit property with storage units that were 82% vacant. After investigating, we discovered the issue: they were priced at just $10/month—so cheap that residents didn’t see the value. What’s your take? Have you encountered similar pricing challenges in your multifamily portfolio? Let’s connect on social media — I’d love to hear your thoughts! Thank you for tuning in to CX Unplugged. If this episode resonated with you, please like, comment, and subscribe to the  @MultifamilyMediaNetwork  for more actionable insights. See you next time! Visit www.multifamilymedianetwork.com to subscribe to our newsletter and enjoy our expansive library of multifamily-centric podcasts and blogs from industry pros on all the key topics from maintenance and marketing to personal and professional growth.

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!

10 Game-Changing Tips to Elevate Resident Experiences | CX Unplugged “What if your resident experiences could stand out, spark joy, and foster community? These 10 actionable tips will change the way you approach property management!” In this episode of CX Unplugged, host Gabrielle Gonzalez sits down with Brianna Fritts, Resident Hospitality Manager at Thompson Thrift, to unpack 10 powerful strategies that elevate the future and current resident experience at multifamily properties. From interactive tours to unforgettable resident events, Brianna shares insights from her industry journey, starting in student housing and evolving into multifamily excellence. Discover creative approaches like celebrating resident birthdays, sparking friendly competition, and how a simple “be the swan” mentality can transform customer service. Some highlights from today’s conversation include: How to create immersive and interactive tours. The impact of personal welcomes — manager-to-resident. Transforming traditional resident events into memorable experiences. Why “acknowledging requests” within 24 hours builds trust. Creative ways to foster community engagement and loyalty. Whether you’re a leasing professional, property manager, or just looking for inspiration, these tips will redefine how you approach customer service in multifamily living. Like, subscribe  @MultifamilyMediaNetwork , and share for more insights! For additional resources, visit MultifamilyMediaNetwork.com. If listening is more your style, find CX Unplugged on Spotify and Apple Podcast.

The Secret to Resident Retention: Uncovering Data-Driven Strategies for Property Management Can you truly measure resident retention? Today on CX Unplugged, we examine the data on resident retention with leading experts in multifamily customer experience! In this episode of CX Unplugged, brought to you by the Multifamily Media Network, host Gabrielle Gonzalez sits down with industry experts Katie Ritter and Jake Hughes from Widewail, along with Chelsea Johnson from Bernstein Management Corporation, to discuss an essential question: "Is resident retention really that obvious?" Together, they break down the findings from Widewail's Voice of the Resident Report, revealing data-driven insights on why residents choose to stay or go. The panel explores how onsite teams, maintenance quality, community culture, and transparent communication play a massive role in retention. They also share actionable strategies for setting realistic expectations and responding to resident feedback. Discover the metrics, best practices, and communication techniques that help property managers improve resident satisfaction and increase retention. This episode is packed with practical takeaways for anyone involved in multifamily property management seeking to improve resident experience and drive retention. Tune in to learn more about utilizing data to influence execution and craft a narrative that resonates with residents! Visit www.MultifamilyMediaNetwork.com, sign up for our newsletter, and read the latest blog posts. Subscribe to  @MultifamilyMediaNetwork  for more multifamily episodes and insights on all the important multifamily topics hosted by industry pros. Don’t forget to like, subscribe, and share! What are your best resident retention tips? Please share in the comments below! If listening is more your style, CX Unplugged in available free on Spotify and Apple Podcasts!

Elevating Multifamily Success by Focusing on Employees as Customers | Featuring Jennifer Nevitt What happens when you treat your employees like customers? Multifamily veteran Jennifer Nevitt shares how this mindset drives bottom-line success, even in challenging times. In this episode of CX Unplugged, host Gabrielle Gonzalez sits down with Jennifer Nevitt, CEO of Bel Canto Asset Growth Fund and 42 LLC, for an insightful conversation on how focusing on employees as your primary customers can transform your multifamily assets. Jennifer draws from her 42-year career and highlights how front-line teams are key to improving the bottom line, especially during tough market conditions. She shares her leadership journey, from founding YieldStar Technology to consulting on multifamily portfolios valued at over $11 billion, and how it shaped her employee-centric approach. Jennifer also gives powerful advice for those early in their careers, emphasizing how mentorship and continuous growth have been critical to her success. Whether you're navigating complex real estate investments or want to optimize team performance, this episode is packed with actionable insights. If you found value in this conversation, don't forget to like, share, and subscribe! Visit  @MultifamilyMediaNetwork for more expert-driven content to help you excel in multifamily management.

Elevate Your Multifamily Customer Experience: Be an Advocate, Not an Adversary! Hey, Multifamily Leaders – Gabrielle Gonzalez here, ready to inspire your day with some practical tips for delivering exceptional customer experiences. In today's episode, let’s discuss a critical mindset shift — transforming from a customer adversary to a customer advocate. We all know the importance of policies, procedures, and lease agreements. But here's the real game-changer: how we engage with our residents and enforce these rules can make or break the resident relationship! This session includes real-world examples, from managing parking mishaps to handling late rent, and even how to approach those hot, sticky summers when air conditioners go on the blink at the worst possible time. Learn how practicing small acts of empathy and proactive communication will set you apart from the competition and create lasting value for your residents. Ready to become the advocate your residents need? Tune in, take notes, and start making a difference today. While you’re here, please don’t forget to like, subscribe, and share your own resident advocacy wins in the comments. — Let’s learn and grow together! Check out @MultifamilyMediaNetwork for all the important topics related to multifamily, property management, maintenance, technology, and more. – Each podcast is led by industry pros dedicated to providing engaging content designed to help you grow.

Ever wondered how the top professionals in multifamily achieve lasting success? It's all about delivering value; today, we're diving deep into what that means. In this episode of CX Unplugged, Gabrielle Gonzalez explores the essence of service in the multifamily industry, drawing on insights from Ron Kaufman’s definition: “Service is taking action that creates value for someone else.” We’ll hear from industry leaders who’ve mastered customer-centric strategies, driving their success across various segments. But it's not all about victories—we're also unpacking some mistakes made along the way, offering you valuable lessons and maybe even a laugh. Whether you're a seasoned pro or new to the industry, this podcast offers actionable insights to enhance your approach to customer service. If you’re ready to elevate your service game and learn from the best (and their mistakes), like, subscribe, and share this episode. Stay tuned for more on CX Unplugged, only on the Multifamily Media Network! multifamily, PropTech, leadership, customer service, CX Unplugged, customer-centric, Ron Kaufman, industry insights, service excellence, Multifamily Media Network #Multifamily #PropTech #Leadership #CustomerService #CXUnplugged #IndustryInsights #ServiceExcellence #MultifamilyMediaNetwork

Building an Award-Winning Culture Across Generations | CX Unplugged with Gabrielle Gonzalez and guests Sam Stahl and Jace Everling What happens when a seasoned boomer and a dynamic Gen Z come together? They create an award-winning culture that transforms a company! Ready to learn how? Welcome back to CX Unplugged, a Multifamily Media Network podcast! I’m your host, Gabrielle Gonzalez, and today’s episode is about synergy, culture, and leadership. We’re thrilled to have Sam Stahl, a veteran in the multifamily maintenance industry at the top of his game, and Jace Everling, an up-and-coming leader with a fresh take on cross-generational leadership. Together, they’ve been instrumental in building a thriving and inclusive culture at BAM Management. Sam and Jace discuss how their generational perspectives complement each other, fostering an environment where employees feel valued, heard, and empowered. Learn how to build a culture prioritizing people over processes, using innovative communication tools, and focusing on intentional growth without losing sight of their core values. Are you a leader looking to enhance your team's culture or someone interested in the intersection of experience and innovation? This episode is packed with insights for you. If you enjoyed today’s episode, hit that like button, subscribe to our channel, and leave a comment with your favorite takeaway! Stay tuned for more episodes of CX Unplugged, where we dive deep into the secrets of creating exceptional employee and customer experiences. Check out the  @MultifamilyMediaNetwork  for more multifamily topical podcasts.

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