tag:blogger.com,1999:blog-4687788912434276736.post436515070563976977..comments2023-04-30T08:06:58.020-04:00Comments on The Marketing Nerd | Branding | Internet | Social Media: Enjoy Your Living ExperienceUnknownnoreply@blogger.comBlogger2125tag:blogger.com,1999:blog-4687788912434276736.post-74346105144708051272008-10-21T09:40:00.000-04:002008-10-21T09:40:00.000-04:00Thanks for the comments Eric. We have people come...Thanks for the comments Eric. We have people come back to J.C. Hart both internally and externally because they enjoyed the experience with us so much. So, to answer your question, yes, the customer does define our/a brand (both internal and external customers). What we have done is captured that definition and plan to use it more with our brand statement to be used both internally and externally.<BR/><BR/>Mr. Hart has always lead his company to focus on the customer's experience, and with my Lexus/Toyota background it has been a great fit for me to continue that goal. Not only do we want to send this message to our residents, but also new prospects, vendors, contractors, and fellow associates. All of these people are our customers and it's our goal to insure they all enjoy their experience with our company.<BR/><BR/>We've been working on doing a better job measuring these experiences as well. Since the late 90s we have always surveyed our resident's move-in experiences & their service or maintenance experiences. We also conduct an annual survey to review how their stay has been at their J.C. Hart Apartment Community. Our goal now is to get this surveys or information online as well and do a better job surveying our vendors and contractors. <BR/><BR/>The idea of kaizen has always stuck with me from my Toyota days and it's the way I like to view our customer experiences as well. My theory is, "There's always a better way."Markhttps://www.blogger.com/profile/13125690808935981723noreply@blogger.comtag:blogger.com,1999:blog-4687788912434276736.post-86481390058489866252008-10-21T08:50:00.000-04:002008-10-21T08:50:00.000-04:00Mark, Nice PostYou and your company are on the rig...Mark, Nice Post<BR/><BR/>You and your company are on the right track by focusing on the Residents Experience. That can be broken down into further segments too. We track and manage the following Resident Leasing Experiences, Move In Experience, Living Experience and Service Request Experience, which can also be the Touch Points as you mention.<BR/>How are you tracking progress? Have you considered utilizing the various rating sites such as Yelp, Get Satisfaction and an array of others? I would like to hear yours and the community’s feedback on what is working and what is more challenging.<BR/><BR/>Lastly, Do you think that the company or organization defines the Brand or does the customer or resident define the brand. My point is, so often what we think our brand really is, is not consistent with what our customer or resident thinks it is.Anonymousnoreply@blogger.com