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Connecting the Dots: Employee and Customer Retention
Multifamily has long been hyper-focused on delivering exceptional customer service, earning positive resident reviews, and resident retention, with good reason. Resident turnover is expensive. There’s only one problem with our approach: our efforts aren’t working. A look at resident turnover data from the NAA shows us that in spite of our efforts, the industry's average turnover rate has held steady for a decade or more. Maybe we're not investing enough attention to the other part of the equation...employee retention. Join us to explore the Service Profit Chain, which suggests employee and customer retention are closely linked. We will share the latest data, including this alarming trend: multifamily professionals in one key position are at frighteningly high flight risk, and it could be impacting both customer and employee retention. Find out who we’re worried about.

Aug 18, 2022 12:00 PM in Eastern Time (US and Canada)

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