The multifamily sector is experiencing a shift, which I'm excited about. I'm seeing many newly created executive-level positions dedicated solely to customer experience (CX) and resident support. This is a fantastic development, and it speaks volumes about the changing priorities within the industry.

Traditionally, multifamily has focused heavily on acquisition and lead generation. But with marketing softening, there's a growing recognition...The multifamily sector is experiencing a shift, which I'm excited about. I'm seeing many newly created executive-level positions dedicated solely to customer experience (CX) and resident support. This is a fantastic development, and it speaks volumes about the changing priorities within the industry.

Traditionally, multifamily has focused heavily on acquisition and lead generation. But with marketing softening, there's a growing recognition that retaining residents is just as crucial, if not more so, for long-term success.

Investing in resident engagement isn't just about amenities or social events (though those can certainly play a role). It's about creating a culture of care, responsiveness, and clear communication. It's about empowering residents and making them feel like valued members of a community.

What are your thoughts on the growing importance of CX in multifamily and the new expansion of this role at the executive level? And how are you seeing properties approach resident engagement in this evolving market?
I'd love to hear from fellow industry professionals in the comments below!
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