- June 17, 2013
-- Ellis Partners in Management Solutions (Ellis), a feedback company for the multi-family industry since 1984, is scheduled to host a breakout session entitled Understanding the Customer Experience and Leveraging the Customer Experience for Marketing Purposes at the 2013 NAA Education Conference & Exposition June 19-22 in San Diego, CA.
Distinguished multi-family industry experts Tiffany Walters – Senior Marketing Manager, Greystar
; Ed Wolff – Chief Operating Officer – Cortland Partners
; Stephanie Fuhrman – EVP – Riverstone Residential
; and Jennifer Staciokas – VP Marketing and Training – Lincoln Property Company
will serve as panelists for the discussion. Francis Chow, Chief Strategic Officer of Ellis and Co-founder of Renter’s Voice [http://www.rentersvoice.com ], an apartment ratings and reviews site, will serve as the moderator of the panel discussion.
The session will focus on defining the customer experience and the resident life-cycle, anticipating potential obstacles, and utilizing exceptional customer experience as the key to apartment marketing success. Sharing best practices and evaluating internal processes, our panelists will enlighten the path to understanding and quantifying the customer experience: including proven measurement tools, best practices, and the most relevant metrics for the multi-family industry.
The discussion will offer insights into how these industry leaders are leveraging feedback about the customer experience as a valuable, powerful marketing tool and how to use ratings and reviews to expand the reach of the customer’s voice, converting their feedback into an effective touch-point for potential renters, boosting traffic, and improving lead conversion.
Joanna Ellis, CEO of Ellis and Co-founder of Renter's Voice, remarked, “We are excited to participate in this very relevant discussion on customer experience and its impact on and value in marketing for the multi-family industry, and we would like to express sincere gratitude to our customers who have offered to share their insights on the panel.”
The session will be offered Friday, June 21, at 2:15 PM and is open to attendees of the 2013 NAA Education Conference & Exposition. About Ellis
For over 29 years Ellis, Partners Management Solutions (Ellis) has been providing customer feedback to property management companies and owners, through objective Apartment Mystery Shops that evaluate on-site sales and marketing processes. Ellis now offers an Integrated Customer Experience Program consisting of Mystery Shops, Resident Surveys, and Ratings & Reviews. Our Integrated Customer Experience program provides real time, multi-level reporting to help you understand and manage customer feedback and improve resident retention.