Resident Experience Amber Anderson Senior Director of Real Estate Holdings Greystar Europe Holdings November 04, 2015 Managing Build to Rent/PRS The U.S

Resident Experience

Amber AndersonSenior Director of Real Estate Holdings

Greystar Europe Holdings

November 04, 2015

Managing Build to Rent/PRSThe U.S. Experience

The Life Cycle

Market

Positioning Document

Branding: Name and Logo

Messaging and Brand Voice

Must capture the viewers attention. Influenced perceptions, feelings and emotions.

90 percent of buying decisions are influenced by visual factors.

Website and Advertising

Signage

Tour Path

Technology

Sales Training

Mood Marketing

Engage

Interior Design and Amenities

Tour Path

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCOm-oIaM8MgCFRTjYwodmjcAsQ&url=http://itembrowser.com/item.php?id=421&bvm=bv.106379543,d.cGc&psig=AFQjCNFhINdZ9tLRceCeYoja410qpVkdJA&ust=1446496964357739

The Resident Experience

• Model

Collateral Materials

Execute

e-Leasing Experience

Application Approval and Lease Signing

https://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCJnEt8iM8MgCFUrHYwodGU0Jsw&url=https://arrajaathehope.wordpress.com/2014/03/27/how-to-protect-your-home-from-the-shayateen-devils/&psig=AFQjCNE2yCIw9iVfT31VFdKI7UHaW6NWdQ&ust=1446497302352521

Service

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCNbe3puN8MgCFVbdYwodi84Brg&url=http://www.ga.businessgrowthservice.greatbusiness.gov.uk/news/customer-service-is-social-5-lessons-from-smes-in-the-know/&psig=AFQjCNFz95KfW-eAjoRnbOO2ajX6oTBuVQ&ust=1446497457758738

Branding and Messaging Continue

Employee Training and Development

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCOrd8YTz78gCFVDBYwodSWgDFg&url=http://learn.gracehill.com/EB-2014-04-01-Hip-to-be-Fair-Content-Request-LP.html&psig=AFQjCNFK0GBuBy0ALMAmQ1Bpk_IvkQdN-w&ust=1446490460942227

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCPnHwcf278gCFVfeYwoducUAzA&url=http://www.minnesotabusiness.com/2015-economic-forecast-hosted-institute-real-estate-management&bvm=bv.106379543,d.cGc&psig=AFQjCNHqvMz5lVHPX6jvNZjTfnu07QDqnw&ust=1446491406999073

Value-Added Amenities

https://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCM-o3p_w78gCFVjPYwodMC4AkQ&url=https://www.pinterest.com/pkgconcierge/what-is-package-concierge/&psig=AFQjCNEQFIXz5KL0xS4_8uqZBBqBu3JRTQ&ust=1446489693682541

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCMfBi8Tw78gCFUHQYwodk8UEpA&url=http://www.eddieleo.com/&bvm=bv.106379543,d.cGc&psig=AFQjCNErJqgPuZo9UlmqqljRjR3mns9omQ&ust=1446489758013766

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCLWL4Jry78gCFQjUYwodPnEDzA&url=http://nycmac.com/concierge/&psig=AFQjCNFPsrfxTAsL9IrF5kfTvu0KlwdTOg&ust=1446490223827678

A+ Customer Service

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCLOuqsnt78gCFU7iYwodiOgG8A&url=http://jobs.venterra.com/2014/07/putting-customer-service-perspective/&psig=AFQjCNFk1tO9780wMFFG9S_kZLx48hEZTQ&ust=1446488978020692

Retention

Sense of Community

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCISJp8zq78gCFULcYwodwb0H7A&url=http://www.slideshare.net/ElenaPeruzzi/progett-41893305&psig=AFQjCNH0bkmnOMm8gUP3hTldANQ3a-dzjA&ust=1446488167521218

Surveys

http://www.google.com/url?sa=i&source=imgres&cd=&cad=rja&uact=8&ved=0CAkQjRwwAGoVChMI5-7Ev8TryAIVQcBjCh1tXw4D&url=http://kingsleyinsight.com/tag/resident-surveys/&psig=AFQjCNHC3FX8XWeuw7iRq0zvlhStu5EC-g&ust=1446340534640860

http://www.google.com/url?sa=i&source=imgres&cd=&cad=rja&uact=8&ved=0CAkQjRwwAGoVChMIwNyNssLryAIVV_ZjCh3FaAQ3&url=http://www.apartmentseo.com/social-media-marketing-for-apartments/&psig=AFQjCNHfBfCHTh9XC1qs_PsGQ8ugTvhE6g&ust=1446339969586978

Capital Enhancement

Reputation Management

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRxqFQoTCPvq-PTF68gCFUPcYwodxJEF_w&url=http://mengonline.com/blog/2012/10/11/keep-your-customers-coming-back-how-to-market-to-returning-customers-by-jeff-weinberger-2/&psig=AFQjCNF03v2b276nBztsQmYs28apPbNhdA&ust=1446340878798731

http://kingsleyassociates.com/services/resident-surveys/http://365connect.com/http://www.apartmentseo.com/http://www.urbaneapts.com/blog/http://learn.gracehill.com/EB-2014-04-01-Hip-to-be-Fair-Content-Request-LP.htmlhttp://www.minnesotabusiness.com/2015-economic-forecast-hosted-institute-real-estate-management

Sources

http://kingsleyassociates.com/services/resident-surveys/



http://365connect.com/

http://365connect.com/

http://www.apartmentseo.com/

http://www.apartmentseo.com/

http://www.urbaneapts.com/blog/

http://www.urbaneapts.com/blog/

http://learn.gracehill.com/EB-2014-04-01-Hip-to-be-Fair-Content-Request-LP.html



http://www.minnesotabusiness.com/2015-economic-forecast-hosted-institute-real-estate-management



Documents

Resident Experience Amber Anderson Senior Director of Real Estate Holdings Greystar Europe Holdings November 04, 2015 Managing Build to Rent/PRS The U.S