Our conference schedule for the spring of 2012 is rounding into shape:

• PREA Spring Conference (March 14-15, Boston, MA) – John Falco attending
• NMHC Human Resources Forum (March 28-29, Chicago, IL) – John Falco attending
• BOMA Southern Region Conference (April 12-14, Jacksonville, FL) – Phil Mobley presenting
• BOMA Medical Office Building & Healthcare Real Estate Conference (May 2-4, Atlanta, GA) John Falco and Phil Mobley attending

Tags: BOMA, John Falco, Medical Office Building, multifamily, NMHC, Phil Mobley, PREA, real estate investing

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.

Tags: John Falco, multifamily, National Apartment Association, resident surveys

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 feature article “Selling the Lifestyle,” Kingsley’s Phil Mobley zeros in on how industry players like AMLI Residential, AvalonBay Communities, Gables Residential and UDR are using their brands to build resident loyalty among the mobile, online generation.
• Then, within “Go Ahead, Check Our Ratings,” a sidebar references Kingsley’s research on the validity of online apartment rating services.
• Finally, the issue contains a formal announcement of the 2011 NMHC 50, conducted by Kingsley Associates in partnership with the National Multi Housing Council.

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.

Tags: apartmentratings.com, John Falco, multifamily, National Apartment Association, NMHC, Phil Mobley, real estate industry trends, resident satisfaction, resident surveys, UNITS Magazine

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… …

Tags: John Falco, multifamily, NMHC, online reputation management, resident retention, resident satisfaction, resident survey