Our conference schedule for the spring of 2012 is rounding into shape:
Kingsley Associates’ John Falco will lead an interactive panel discussion titled Managing the Resident Experience at the National Apartment Association (NAA)’s Education Conference in Las Vegas on Friday, June 24th at 8:30 am. This session will focus on the ever-increasing sophistication of resident feedback programs. Kingsley will be joined by industry heavyweights AvalonBay, UDR and Milestone to share real-life examples of strategic choices driven directly by the collective voice of the customer. Panelists will share their insights and experiences on such topics as:
• The importance of obtaining resident feedback
• Building company-wide buy in for your feedback program
• The right survey methodology (it’s not the same for everybody!)
• How to integrate resident feedback into operations
• Using the right internal and external benchmarks
• Setting internal goals and developing reward systems
• Understanding shifting resident needs / perceptions
• Supply / demand in the world of customer service delivery
Please join us in Las Vegas as we share the latest cutting-edge resident research and industry best practices.
The May issue of the National Apartment Association (NAA)’s UNITS magazine is now available, and Kingsley Associates is proud to be well represented in its pages:
In the coming weeks, be on the lookout for more multifamily industry trends from Kingsley Associates, including some nuggets of wisdom from our own research and a report from John Falco’s session at the 2011 NAA Education Conference & Exposition.
On January 19, 2011, Kingsley Associates’ John Falco moderated an expert panel discussion about resident retention at the National Multi Housing Council (NMHC)’s Annual Meeting. Represented on the panel were some of the industry’s best and brightest, including:
- Steve Hallsey, President/CEO of AMLI Residential Management
- Leo Horey, EVP – Operations at AvalonBay Communities, Inc.
- Maitri Johnson, EVP Property Services at Riverstone Residential
- Bobby Page, COO of Apartment Life and President/CIO of JPI
In a lively, rollicking discussion in front of a standing-room-only crowd, the panelists opined on everything from the cost of losing residents to the reasons they leave, as well as management’s potential role in providing service, creating a strong sense of community and protecting online reputation. Here are a few photos from the roundtable session.
Read more… …