The Resident Experience Podcast: Recent Episodes
Nick Latz
Do you want to retain residents and improve your bottom line? Guests reveal how they build a standout multifamily resident experience, from tried-and-true tactics to new ideas. Discover the people and communities that are defining what it means to create and sustain an exceptional resident experience that produces real results in multifamily real estate.
Inside Scoop On the 2024 Voice of Resident Report
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The 5 Financial Tools Every Property Manager Must Know
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Unlocking Multifamily Success: Strategies for Portfolios Big and Small
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Bridging the Resident Expectation Gap: Insights from 2024 State of Resident Experience Management Report (part 2)
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Improve Resident Outcomes with Data-Driven Application Decisions
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In today's episode, you'll gain valuable insights from Zego’s 2024 Resident Experience Management report, focusing on the critical importance of communication between property managers and residents and you’ll learn actionable tips that can elevate your property management game and improve resident satisfaction. We'll explore why understanding residents' needs remains a challenge despite advanced technology and uncover some often-overlooked factors that impact lease renewals. Plus, we'll dive into practical strategies for enhancing maintenance, security, and cleanliness, which are surprisingly more important to renters than you might think.
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In today's episode, Charles and Yolanda discuss the key takeaways from five impactful panels at RETCON 2024. They share their thoughts about the evolving expectations of modern renters, innovative processes for selecting the right technology vendors, and the latest in FinTech driving rent payments. Tune in to Part 1 to gain insights on how personalized experiences and seamless tech integrations are shaping the future of multifamily living.
Navigating the AI Leasing Landscape in Property Management with Showdigs #41
In today's episode, Yolanda and Charles explore the world of AI with Barak Shamir from Showdigs, discussing how you can leverage AI solutions to enhance your multifamily leasing operations . You'll gain insights into how AI is revolutionizing property management by reducing costs and improving operational efficiencies. Tune in to discover how AI can transform the rental funnel and tackle the unique challenges of property management.
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Listeners Submit Topics, Points of Interest, Questions for Hosts #42
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How to Activate Your Residents: Answers to Top 3 Questions from Customers In today's episode, we tackle three pressing questions that you've likely encountered in property management. Yolanda and Charles dive into practical strategies that will help ensure your communications are not just heard by residents, but acted upon. You'll gain insights into tailoring your approach to meet residents' preferences, which is crucial for sustaining long-term satisfaction. Tune in to discover how you can transform these challenges into opportunities for improving your property's operations. This is a production of Habanero Media.
In today's episode, join Ashley Lipp, VP of Residential Property Management at Lloyd Properties, as we chat about her journey in property management and her strategies for successful leadership and technology integration. You'll gain insights into how a simple leadership approach can enhance technology adoption and improve operations, making complex processes seamless and efficient. Discover the importance of maintaining human touch in a tech-driven world and how strategic thinking can overcome technology challenges. Tune in to learn more and get inspired by Ashley's experience and wisdom in navigating the multifamily industry!
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Strategies for Multifamily Managers to Negotiate Lease Agreements
In today's episode, we delve into the pivotal role of negotiation within the multifamily industry, particularly focusing on managing lease renewal negotiations with residents. You'll discover why mastering the art of negotiation isn't just about clinching deals but also about enhancing your professional trajectory and the community you serve. From sharing our personal experiences to revealing strategies for lease renewal negotiations that ensure a win-win for all parties involved, this short conversation is packed with insights and laughter that you won't want to miss.
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In today's episode, we dive into the crucial topic of implementing new technology in multifamily properties, a challenge many of us have faced. You'll learn five tips to ensure a successful multifamily technology rollout, from securing buy-in from leadership to celebrating every small win to keep your team motivated and engaged. Join us as we unpack the importance of comprehensive training tailored to specific roles, the power of identifying champions within your team, and the necessity of making the implementation process ongoing.
In today's episode, we delve into the often-overlooked realm of cybersecurity within the multifamily industry with Amir Tarighat, the founder and CEO of Agency. You'll learn about the unique challenges property management professionals face and why cybersecurity is not just an IT issue, but a crucial aspect of resident safety and company integrity. We'll uncover practical steps you can take to fortify your properties against cyber threats and dive into the importance of proactive cybersecurity measures. Tune in to gain invaluable insights that could safeguard your community and elevate your management practices.
Transform Your Property Management Game: Skills That Set You Apart
Delve into three under-the-radar, yet essential skills every property management professional needs. With the help of new co-host, Charles Buggs, we explore the importance of adaptability, emotional intelligence, and data analytics in the multifamily industry. You'll gain insights into how these skills impact daily operations and long-term success in property management. Tune in to discover actionable strategies and personal anecdotes that will empower your career and enhance your professional toolkit.
The use of technology and its vendors has exploded over the last 5 to 10 years in the multifamily industry. But what does the current state of venture markets mean for the industry? And how does this impact you? Join us as we chat with Brady Nolan, Chief
Futurecast: A (practical) AI revolution coming for multifamily
The big buzzword right now is AI [artificial intelligence]. But, what is it really? What does the future have in store for property technology and multifamily when it comes to using and implementing AI? In this episode, we speak to our resident expert, Chris Snyder, Vice President of Engineering for Zego. Join us as we get a better understanding of what AI is, isn’t, and what it all means for property operations..
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Multifamily constantly discusses resident experience, but what is the return on investment (ROI)? How do you drive meaningful, long-term results? In this episode, we speak with Kerry Bodine, a globally recognized customer experience expert, and international speaker, about how you can realize a return on investment from resident experience management.
Not getting what you need out of your current resident portal or in the process of evaluating a new vendor? Listen to this webinar replay as Andrew Min, SVP of Strategy and Digital Initiatives at RXR, and Stephanie Gonzalez, VP of Innovation at Venterra Realty, discuss their approach with Jason Schedler, VP of Product Strategy at Zego. The panelists candidly share their experiences, and what the process entailed, and provide helpful tips and lessons learned for your decision to build versus buy your own resident portal.
Do you practice ‘modern marketing’ at your property management company? What are you doing when it comes to content creation and distribution? And are you nurturing - and listening - to young marketers entering multifamily? We’re excited to dig into modern marketing practices with Sarah Wieman, Vice President of Marketing at Northland so you can start planning and executing initiatives at your properties immediately.
Renters' insurance is a common requirement. So why would a property offer bundled renters insurance through them? What’s in it for the company? Today, we're chatting with Michael Tinetti, Head of Insurance Products at GetCovered, about all things multifamily insurance. Find out how offering your renters insurance protects your properties while removing burdensome tasks from your internal teams.
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How PropTech is changing - from VC funding to resident screening and beyond
Property technology (PropTech) is constantly evolving. With market shifts and new advances, what kinds of innovations can operators expect in 2023? How are venture capital funds examining what’s out there and worth the investment? Join us as we chat with Kyle Nelson, Vice President of Strategic Partnerships at Snappt, as we dig into this year’s PropTech arena.
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Why you need a Resident Lifetime Value metric and how to use it
Can your prospective residents connect with your existing ones? Is there a benefit to enabling this and moving beyond simple online reviews? And what does this have to do with resident lifetime value? Join us as we talk with Zach Sloan, Co-Founder & Chief Sales Influencer for Rentgrata, as we dig into how you can use social proof to maximize your resident relationships and decrease cost per lead.
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How the most effective multifamily marketing teams use data to drive higher performance
How the most effective multifamily marketing teams use data to drive higher performance
Apartmentalize 2022, where over 10,000 attendees were enjoying sunny San Diego, and we had to do it the Zego way - with a bit of creativity and a lot of fun.
That fun manifested in Zon Zurgundy, our favorite San Diego anchorman, who joined us in the exhibit hall. For those who don’t watch early aught movies, Google “Anchorman” with Will Ferrell to understand Ron, I mean, Zon - newsman extraordinaire.
Zon Zurgundy spoke with customers, old & new friends, vendors, and even an animal star at Apartmentalize 2022. However, it wasn’t all fun and games. Listen in as Zon asked folks about resident experience, what they were learning, what property technology they were excited about, and more.
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How to create a thriving community by bringing mindfulness to property management
What is mindfulness, and how is it linked to thriving communities? What role should mindfulness play in property management, and how can you get started? Listen in to Donna Lee, Professional Speaker, Author and Consultant as we dig into why bringing mindfulness to property management is a win-win for you and your residents.
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How does the multifamily experience mirror the hospitality experience? What do restaurants, hotels, and other entertainment venues “get” that multifamily operators should take note of? And how can you leverage this to support thriving communities and your bottom lines? Listen now to Nichole Oswald, Regional Property Manager at RPM Living as we dig into what you should be learning and implementing from the hospitality industry.
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You’ve heard about how you need a personal brand. But did you realize a personal brand doesn’t benefit just you? Can there really be a circuit from personal brand to company growth to happy residents? Learn how Tony Sousa, Regional Manager for Embrey and “the most interesting person in real estate,” uses his personal brand to fuel his team's growth with a positive impact on residents and the bottom line.
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Live where you love - or so we hear. But how can you ensure your residents do love where they live? How do you leverage your neighborhood? And what can marketing do to ensure they don’t ruin the community feel? Listen now as Barbara Savona, CEO & Founder of Sprout Marketing Multifamily, dishes on how marketing can make or break you.
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Resident Experience Management Predictions for 2022
Listen in to this live panel discussion held December 2021 as a panel of property management experts discuss the hottest trends in resident experience management and share their predictions for what's on the horizon in 2022.
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Is multifamily dong right by their residents?
Are you consistently rolling out new features to residents adn creating events but resident satisfaction is low? Is what you are doing actually adding to the resident experience? Or are you pushing feature fatigue while nickel and dining the residents over each service? Today, we’re speaking with Mike Brewer founder of The Multifamily Collective and Chief Operating Officer at RADCO. Mike’s passion for people, technology, and real estate combines for interesting insight - and might kick up a little controversy. Tune in to find out.
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Think differently about resident retention: it starts with...
Are you creating value and community? Are you improving the economic viability of your properties? Listen in as we speak with Elain Simpson, President of Occupancy Solutions, who literally wrote the book on solutions for retaining residents in multifamily. You’ll begin to think differently about resident retention, plus walk away with immediate ideas to implement today to retain residents and boost profits.
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Zego attended NAA's Apartmentalize 2021 in Chicago, and we had the privilege of meeting a number of
Distinguish your property with an enhanced digital front door
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Apartment living expectations have dramatically evolved over the last decade. Is customer service a critical component to your management strategy? Do you even consider resident service as customer service - and why is this important? Jered Lerum from Edison47 joins us to discuss how they view resident communication as a critical piece of customer service and how this approach has positively impacted portfolio performance.
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How to build a proactive resident retention program (for all property types) with Lori Hammond
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How does your company culture and employee satisfaction tie into resident retention? And is their actual proof or is it only a feeling? Jen Piccotti from Swift Bunny talks about their research and leadership around the connection between happy and engaged
Is your resident onboarding the start of a splendid relationship? Melinda Howard from PLK Communities talks about how they're creating excellence in the multifamily resident onboarding process that creates happy new residents and a positive resident exper
How does the "friendship factor" increase retention and reduce operating costs? Pete Kelly from Apartment Life talks about their research and leadership around resident engagement and retention and how these factors positively impact multifamily operators.