DS News

DS News December 2022

DSNews delivers stories, ideas, links, companies, people, events, and videos impacting the mortgage default servicing industry.

Issue link: http://digital.dsnews.com/i/1488299

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Page 51 of 99

50 What can property owners learn from e-commerce giants like Amazon? Owners and operators can deliver an exceptional experience for the renter by following principles that have transformed the online shopping landscape. Rental hunting has three factors of success that are also critical in other types of online shopping: customer service, availability and ease of access, and community engagement. "Everyone wants the Amazon experience online," shared Max Morales, Director of Marketing at Cornerstone Group. In a webinar on how to optimize marketing for a variety of properties, Morales shared a fundamental truth about modern living and leasing. "People like simple." Renters want to easily find and live in their ideal apartment. Much like successful e-commerce businesses, exceptional experiences in leasing require properties to make it easy for renters to find what they're looking for. While this is simple in principle, it can be challenging to implement without clear guidelines. We'll get into each of these and how property technology comes into play. REDUCE FRICTION IN THE LEASING PROCESS "Customer obsession rather than competitor focus," is one of the four principles guiding Amazon's mission. is reveals why many of the company's most sophisticated tech innovations deliver convenience, personalization, and speed. Properties that champion the renter experience find out where there is friction in the renter journey. ey then can use technology to remove the roadblocks and make leasing more effortless. For property teams, the challenge is getting all the tools they manage to work together seamlessly. Single-point solutions have flooded the market to guide leasing teams through specific steps. However, the next phase involves operational efficiency. Seek out automated communications, integrated solutions, and FHA- compliant resources that are renter-centric. AUTOMATE WHEN POSSIBLE, AND WITH INTENTION Digital shopping allows us to take action, uninterrupted. Automated tour scheduling and email confirmations show renters that your property can swiftly lead them into the leasing process. Ensure that your automated communications provide clear next steps for the renter and options to continue exploring in the meantime. For example, your follow-up email may include appointment date and time. But also providing WHAT PROPERTY OWNERS CAN LEARN FROM E-COMMERCE GIANTS "People like simple." Here's why it's critical to make it easier for renters to find what they're looking for. Feature By: Rachel Richardson

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