"Customer Service Is The New Marketing"! Hmm, this seems to be a buzz line I hear more and more, but it certainly is not new. There are articles dating back years with this same tag line. What makes it more important or relative today is the continued ease in which people communicate their experiences.
I think we would all agree that Marketing is important to gain new residents, but I would argue that it's MOST important in keeping the residents you already have. Why is this so? Well, it's really very simple. When you keep the residents you already have your immediate benefit is obviously the savings in turnover expenses and the expense to market the available apartment. Just as valuable if not more though, is the FREE word of mouth Marketing and Customer loyalty you get from your residents.
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