Customer Experience in the Private Rented Sector

Winning Customers' Hearts and Minds

Winning Customers’ Hearts and Minds

On Tuesday, I was in the audience at the BPF Residential Conference and was particularly struck by the post-session feedback and comment prompted by the panel session entitled “Winning Customers’ Hearts and Minds”. The session certainly seemed to capture the attention – and imagination – of the delegates that I caught up with in the programme breaks.  So I thought it worth penning a précis…

Michela Hancock of Bozzuto brought a US perspective to the panel highlighting the base level services which are commonplace in North America and which should be firmly embedded into our own Private Rented Sector (PRS) – as well as the opportunities that PRS owners and operators can create through enhanced services.

CEO of Young Group, Neil Young, was quick to point out that some PRS operators in the UK, such as Young London and Get Living London, are already investing heavily in understanding their customers and delivering an experience that precisely matches their specific needs.

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