CX Unplugged

Sometimes the most dangerous customer feedback is just one word: fine. In this flavorful episode of CX Unplugged, host Gabrielle Gonzalez brings the heat from the restaurant table to the boardroom, unpacking how a so-so response often signals a silent problem.
Gabrielle shares a personal story that reveals how businesses can miss powerful improvement opportunities by accepting vague or lukewarm feedback. Whether you’re in hospitality, multifamily, or any service industry, this episode challenges you to stop settling for “fine” and start listening for what your customers aren’t saying. Spoiler alert: “fine” is rarely a compliment—it’s often a sign you’re forgettable.
What’s covered in this episode:
-Why does the word “fine” signal something’s off in the customer experience?
-What real customer satisfaction sounds like—and why semantics matter.
-The top CX leaders outperform lagging companies on the S&P 500 by nearly 50%.
-How digging deeper into vague feedback leads to service that truly stands out.
Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!
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#CXUnplugged #CustomerExperience #ServiceMatters #MultifamilyCX #FeedbackCulture #CustomerLoyalty #FineIsntGoodEnough #BusinessExcellence #ServiceImprovement #MultifamilyProfessionals

What if leadership wasn’t just about driving outcomes, but about modeling well-being, balance, and intentional connection? In this episode of CX Unplugged, host Gabrielle Gonzalez welcomes Shanenn Bryant, https://www.linkedin.com/in/shanenn-bryant/ pattern transformation expert and coach, to explore how the customer experience is shaped by the internal culture we create—starting at the top.
Shanenn challenges the conventional definition of “customer” and invites us to see every interaction—internal and external—as a CX opportunity. From setting boundaries to supporting stress recovery, Shanenn delivers thought-provoking insights for leaders who want to build thriving teams that deliver exceptional service without burning out. You’ll also get a sneak peek at her new podcast, Lead Without Limits.
What’s covered in this episode:
-Why should leaders prioritize stress recovery as part of customer experience strategy?
-What boundaries and feedback systems support a healthy, high-performing team culture?
-The 'customer' includes every person you interact with—internally and externally.
-How self-awareness and follow-up improve both employee engagement and customer relationships.
Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!
👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders!
#CXUnplugged #MultifamilyLeadership #CustomerExperience #LeadWithoutLimits #WorkCulture #StressRecovery #BoundariesMatter #SelfAwareness #CoachingCulture #MultifamilyProfessionals

What does it really take to grow in the multifamily industry? In this episode of CX Unplugged, host Gabrielle Gonzalez sits down with Jeremy Milton https://www.linkedin.com/in/jjmilton?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3BceoOk5SbQDGjcvBET6WI8A%3D%3D , Head of Multifamily Operations at West Shore https://west-shore.com/ , to unpack the real lessons behind leadership, learning, and letting go of perfection.
Jeremy reflects on over 15 years in the field—mistakes and all—to offer a refreshingly honest look at how early missteps shaped his approach to operations, team culture, and decision-making. Whether you’re just getting started or deep in the trenches, this episode is packed with relatable insights on staying grounded, building resilience, and finding your personal “why” in your career.
What’s covered in this episode:
-Why is finding your 'why' critical to long-term success in multifamily operations?
-What role does culture play in how teams handle and grow from mistakes?
-The best leaders are those who empower others, stay curious, and learn from every experience.
-How slowing down and trusting the process leads to better decisions and sustainable growth.
Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!
👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders!
#CXUnplugged #MultifamilyOperations #LeadershipDevelopment #CareerGrowth #CustomerExperience #LessonsLearned #ContinuousLearning #Empowerment #ProfessionalDevelopment #MultifamilyIndustry

What if your biggest mistakes became your greatest lessons?
CX Unplugged brings you another compelling conversation as host Gabrielle Gonzalez sits down with Tara Samuels https://www.linkedin.com/in/themultifamilymentormatchmaker/ , founder and CEO of Multifamily Mentor Matchmaking. Tara opens up about her journey in the multifamily industry, sharing how mentorship, emotional intelligence, and vulnerability shaped her career.
From overcoming setbacks to building strong professional relationships, Tara offers valuable insights on self-advocacy, networking, and the importance of lifelong learning.
If you're looking for career advice rooted in real-world experience, this episode is packed with wisdom to help you grow and thrive.
What’s covered in this episode:
-Why is mentorship one of the most powerful tools for career growth?
-What role does emotional intelligence play in professional success?
-The strongest professional relationships are built on trust, self-reflection, and genuine connection.
-How can vulnerability and self-advocacy help you stand out in the workplace?
📌 Don't miss this inspiring discussion on building a career with confidence and purpose!
Click subscribe to @MultifamilyMediaNetwork on YouTube and stay updated on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!
👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore an extensive library of podcasts and blogs from today’s multifamily leaders!
#CXUnplugged #CustomerExperience #LessonsLearned #MultifamilyIndustry #CareerGrowth #Mentorship #EmotionalIntelligence #ProfessionalDevelopment #Networking #WomenInLeadership

What if your biggest mistakes became your greatest lessons?
In this episode of CX Unplugged, host Gabrielle Gonzalez sits down with Amanda Maclin https://www.linkedin.com/in/amaclin?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3BnPp1WU5HRjOSqr0bDwA2wg%3D%3D, a multifamily industry leader, to discuss the career missteps that shaped her journey. From learning the power of integrity to mastering effective communication, Amanda shares the pivotal moments that transformed her approach to leadership and professional growth.
Expect candid stories, practical wisdom, and valuable insights on investing in the right people, refining your strengths, and maintaining professionalism in a fast-paced industry. Whether you're just starting out or looking to level up your career, this episode will leave you with the tools and inspiration to turn setbacks into stepping stones.
What’s covered in this episode:
- Why do early career mistakes often lead to the most valuable lessons?
- What role does integrity play in building strong professional relationships?
- The best employees aren’t always the most experienced—they’re the ones who show initiative and potential.
- How can effective communication be the key to handling difficult situations?
📌 Don't miss this insightful conversation filled with lessons that will help you grow in your career!
Click subscribe to @MultifamilyMediaNetwork on YouTube and stay updated on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!
👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore an extensive library of podcasts and blogs from today’s multifamily leaders!
#CXUnplugged #CustomerExperience #LessonsLearned #MultifamilyIndustry #CareerGrowth #Integrity #ProfessionalDevelopment #Leadership #CommunicationSkills

Success in the multifamily industry doesn’t come without its share of challenges. In this episode of CX Unplugged, host Gabrielle Gonzalez takes a reflective look at her career journey, sharing the lessons she’s learned along the way. From early mistakes to hard-earned wisdom, she unpacks how accountability, perspective, and continuous learning play a crucial role in long-term success.
Through personal stories and industry insights, Gabrielle sheds light on the importance of "inspecting what you expect" and how understanding different viewpoints can lead to better decision-making. Whether you're new to the industry or a seasoned professional, this episode offers invaluable takeaways for navigating the ever-evolving world of property management.
What’s covered in this episode:
- Why is accountability a game-changer in professional success?
- What role does perspective play in making better business decisions?
- The best lessons often come from early career mistakes.
- How can understanding your audience improve customer interactions and sales?
📌 Don’t miss this episode filled with real-world insights and career-defining lessons!
Click subscribe to @MultifamilyMediaNetwork on YouTube and stay updated on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!
👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore an extensive library of podcasts and blogs from today’s multifamily leaders!
#CXUnplugged #CustomerExperience #LessonsLearned #MultifamilyIndustry #PropertyManagement #CareerGrowth #Accountability #SuccessStories #GabrielleGonzalez

Customer experience isn’t just about serving end users—it’s about every interaction you have, from clients to colleagues and beyond. In this episode of CX Unplugged, host Gabrielle Gonzalez and guest Matt Beauchamp https://www.linkedin.com/in/matt-beauchamp/ of R.A.S.K. https://www.raskcorp.com/ redefine the concept of "customer" and explore how networking, trust-building, and communication play a crucial role in long-term business success.
Matt shares insightful strategies for making strong first impressions, setting the right tone in meetings, and maintaining meaningful connections. If you want to enhance your professional relationships and build lasting client trust, this episode is packed with actionable takeaways you won’t want to miss.
What’s covered in this episode:
-Why is it important to view customers beyond just end users?
-What role does trust play in setting the foundation for lasting relationships?
-The most effective client relationships are built on clear expectations and consistent communication.
-How can personal touches and understanding communication preferences strengthen professional connections?
📌 Tune in for expert insights on relationship management and elevating your customer experience strategy!
Click subscribe to @MultifamilyMediaNetwork on YouTube and stay updated on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!
👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore an extensive library of podcasts and blogs from today’s multifamily leaders!
#CXUnplugged #CustomerExperience #Networking #TrustBuilding #CommunicationSkills #ClientRelationships #BusinessDevelopment #ServiceIndustry #MattBeauchamp #GabrielleGonzalez

Building genuine connections can feel overwhelming, especially in fast-paced environments like the multifamily industry.
But what if there was a simple framework to help you navigate conversations with ease and confidence? In this episode of CX Unplugged, host Gabrielle Gonzalez introduces the Ford technique—an intuitive approach to building rapport and engaging in meaningful conversations.
Discover how this powerful tool can enhance your customer experience skills, strengthen your professional relationships, and even uncover new opportunities for personal growth. Gabrielle also challenges listeners to reflect on their own dreams and aspirations while fostering connections with clients and colleagues alike.
What’s covered in this episode:
-Why should you prioritize the Ford technique in customer interactions?
-What is the Ford technique, and how does it break down into Family, Occupation, Recreation, and Dreams?
-The Ford technique fosters trust and opens doors to deeper communication.
-How can active listening and open-ended questions help you implement this strategy effectively?
📌 Don’t miss this episode filled with actionable advice to transform your conversations and elevate your communication skills.
Click subscribe to @MultifamilyMediaNetwork on YouTube and stay updated on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!
👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore an extensive library of podcasts and blogs from today’s multifamily leaders!
#CXUnplugged #CustomerExperience #NetworkingTips #FordTechnique #RapportBuilding #CommunicationSkills #JohnDeJulius #GabrielleGonzalez #MultifamilyIndustry

Navigating Customer Experience Across Business Verticals with Kristin Hornberger

CX Unplugged | Pricing Pitfalls & Lessons from Spirit Airlines