CX Unplugged

CX Unplugged

By Gabrielle GonzalezBusiness
Download on the App Store

CX Unplugged episodes

  • 007 - Generation Z on Customer Experience

    Gen Z Insights on Customer Experience: What Multifamily Leaders Need to Know

    Are we truly connecting with the next generation of renters? Hear straight from Gen Z what they value in customer experience — and where we’re missing the mark.
    In this episode of CX Unplugged, host Gabrielle Gonzales explores customer experience through the eyes of Gen Z, featuring an insightful roundtable discussion with Jodi Rogers, an academic leader in property management, and his students.
    This episode demonstrates how generational differences shape customer experience expectations. From the importance of authenticity and trust to the frustrations of inconsistent communication, these students share real-life examples that multifamily leaders can’t afford to ignore.
    Key Takeaways:
    The critical distinction between customer service and customer experience.
    How authenticity influences decision-making for younger generations.
    The power of clear communication in building trust during leasing and beyond.
    Why Gen Z values ongoing engagement — and how to deliver it effectively.
    If you’re in the business of property management or CX, this episode is your chance to hear directly from the voices of tomorrow’s customers and leaders.
    Enjoyed what you heard? Hit the like button and subscribe to @MultifamilyMediaNetwork for more insights into the evolving world of customer experience. Share this episode with your team and start the conversation today!
    Ready to level up your career? Discover more voices in multifamily at www.multifamilymedianetwork.com where industry pros cover topics including maintenance, marketing, leasing, management, and leadership. Sign up for our newsletter and get ready to soar!

    36 min
  • 006 - 10 Ways to Elevate the Prospect & Resident Experience | CX Unplugged

    10 Game-Changing Tips to Elevate Resident Experiences | CX Unplugged

    “What if your resident experiences could stand out, spark joy, and foster community? These 10 actionable tips will change the way you approach property management!”
    In this episode of CX Unplugged, host Gabrielle Gonzalez sits down with Brianna Fritts, Resident Hospitality Manager at Thompson Thrift, to unpack 10 powerful strategies that elevate the future and current resident experience at multifamily properties.
    From interactive tours to unforgettable resident events, Brianna shares insights from her industry journey, starting in student housing and evolving into multifamily excellence. Discover creative approaches like celebrating resident birthdays, sparking friendly competition, and how a simple “be the swan” mentality can transform customer service.
    Some highlights from today’s conversation include:
    How to create immersive and interactive tours.
    The impact of personal welcomes — manager-to-resident.
    Transforming traditional resident events into memorable experiences.
    Why “acknowledging requests” within 24 hours builds trust.
    Creative ways to foster community engagement and loyalty.
    Whether you’re a leasing professional, property manager, or just looking for inspiration, these tips will redefine how you approach customer service in multifamily living.
    Like, subscribe  @MultifamilyMediaNetwork , and share for more insights! For additional resources, visit MultifamilyMediaNetwork.com.
    If listening is more your style, find CX Unplugged on Spotify and Apple Podcast.

    50 min
  • 005 - Resident Retention Its Not That Obvious, Or Is it? What the Data Says | CX Unplugged

    The Secret to Resident Retention: Uncovering Data-Driven Strategies for Property Management

    Can you truly measure resident retention? Today on CX Unplugged, we examine the data on resident retention with leading experts in multifamily customer experience!
    In this episode of CX Unplugged, brought to you by the Multifamily Media Network, host Gabrielle Gonzalez sits down with industry experts Katie Ritter and Jake Hughes from Widewail, along with Chelsea Johnson from Bernstein Management Corporation, to discuss an essential question: "Is resident retention really that obvious?" Together, they break down the findings from Widewail's Voice of the Resident Report, revealing data-driven insights on why residents choose to stay or go. The panel explores how onsite teams, maintenance quality, community culture, and transparent communication play a massive role in retention. They also share actionable strategies for setting realistic expectations and responding to resident feedback.
    Discover the metrics, best practices, and communication techniques that help property managers improve resident satisfaction and increase retention. This episode is packed with practical takeaways for anyone involved in multifamily property management seeking to improve resident experience and drive retention.
    Tune in to learn more about utilizing data to influence execution and craft a narrative that resonates with residents!
    Visit www.MultifamilyMediaNetwork.com, sign up for our newsletter, and read the latest blog posts. Subscribe to  @MultifamilyMediaNetwork  for more multifamily episodes and insights on all the important multifamily topics hosted by industry pros. Don’t forget to like, subscribe, and share!
    What are your best resident retention tips? Please share in the comments below!
    If listening is more your style, CX Unplugged in available free on Spotify and Apple Podcasts!

    48 min
  • 004 - Words of Wisdom From an Industry Veteran | CX Unplugged

    Elevating Multifamily Success by Focusing on Employees as Customers | Featuring Jennifer Nevitt

    What happens when you treat your employees like customers? Multifamily veteran Jennifer Nevitt shares how this mindset drives bottom-line success, even in challenging times.
    In this episode of CX Unplugged, host Gabrielle Gonzalez sits down with Jennifer Nevitt, CEO of Bel Canto Asset Growth Fund and 42 LLC, for an insightful conversation on how focusing on employees as your primary customers can transform your multifamily assets. Jennifer draws from her 42-year career and highlights how front-line teams are key to improving the bottom line, especially during tough market conditions. She shares her leadership journey, from founding YieldStar Technology to consulting on multifamily portfolios valued at over $11 billion, and how it shaped her employee-centric approach.
    Jennifer also gives powerful advice for those early in their careers, emphasizing how mentorship and continuous growth have been critical to her success. Whether you're navigating complex real estate investments or want to optimize team performance, this episode is packed with actionable insights.
    If you found value in this conversation, don't forget to like, share, and subscribe! Visit  @MultifamilyMediaNetwork for more expert-driven content to help you excel in multifamily management.

    29 min
  • 003 - Be a Resident Advocate not an Adversary | CX Unplugged

    Elevate Your Multifamily Customer Experience: Be an Advocate, Not an Adversary!

    Hey, Multifamily Leaders – Gabrielle Gonzalez here, ready to inspire your day with some practical tips for delivering exceptional customer experiences.
    In today's episode, let’s discuss a critical mindset shift — transforming from a customer adversary to a customer advocate. We all know the importance of policies, procedures, and lease agreements. But here's the real game-changer: how we engage with our residents and enforce these rules can make or break the resident relationship!
    This session includes real-world examples, from managing parking mishaps to handling late rent, and even how to approach those hot, sticky summers when air conditioners go on the blink at the worst possible time. Learn how practicing small acts of empathy and proactive communication will set you apart from the competition and create lasting value for your residents.
    Ready to become the advocate your residents need? Tune in, take notes, and start making a difference today. While you’re here, please don’t forget to like, subscribe, and share your own resident advocacy wins in the comments. — Let’s learn and grow together!
    Check out @MultifamilyMediaNetwork for all the important topics related to multifamily, property management, maintenance, technology, and more. – Each podcast is led by industry pros dedicated to providing engaging content designed to help you grow.

    11 min
  • 002- A New Way to Define "Customer" - CX Unplugged

    Ever wondered how the top professionals in multifamily achieve lasting success?


    It's all about delivering value; today, we're diving deep into what that means.


    In this episode of CX Unplugged, Gabrielle Gonzalez explores the essence of service in the multifamily industry, drawing on insights from Ron Kaufman’s definition: “Service is taking action that creates value for someone else.”


    We’ll hear from industry leaders who’ve mastered customer-centric strategies, driving their success across various segments.


    But it's not all about victories—we're also unpacking some mistakes made along the way, offering you valuable lessons and maybe even a laugh.


    Whether you're a seasoned pro or new to the industry, this podcast offers actionable insights to enhance your approach to customer service.


    If you’re ready to elevate your service game and learn from the best (and their mistakes), like, subscribe, and share this episode. Stay tuned for more on CX Unplugged, only on the Multifamily Media Network!


































































    multifamily, PropTech, leadership, customer service, CX Unplugged, customer-centric, Ron Kaufman, industry insights, service excellence, Multifamily Media Network


    #Multifamily #PropTech #Leadership #CustomerService #CXUnplugged #IndustryInsights #ServiceExcellence #MultifamilyMediaNetwork

    33 min
  • 002 - Multigenerational Perspectives on an Award Winning Culture - CX Unplugged

    Building an Award-Winning Culture Across Generations | CX Unplugged with Gabrielle Gonzalez

    and guests Sam Stahl and Jace Everling
    What happens when a seasoned boomer and a dynamic Gen Z come together? They create an award-winning culture that transforms a company! Ready to learn how?
    Welcome back to CX Unplugged, a Multifamily Media Network podcast! I’m your host, Gabrielle Gonzalez, and today’s episode is about synergy, culture, and leadership. We’re thrilled to have Sam Stahl, a veteran in the multifamily maintenance industry at the top of his game, and Jace Everling, an up-and-coming leader with a fresh take on cross-generational leadership. Together, they’ve been instrumental in building a thriving and inclusive culture at BAM Management.
    Sam and Jace discuss how their generational perspectives complement each other, fostering an environment where employees feel valued, heard, and empowered. Learn how to build a culture prioritizing people over processes, using innovative communication tools, and focusing on intentional growth without losing sight of their core values.
    Are you a leader looking to enhance your team's culture or someone interested in the intersection of experience and innovation? This episode is packed with insights for you.
    If you enjoyed today’s episode, hit that like button, subscribe to our channel, and leave a comment with your favorite takeaway! Stay tuned for more episodes of CX Unplugged, where we dive deep into the secrets of creating exceptional employee and customer experiences.
    Check out the  @MultifamilyMediaNetwork  for more multifamily topical podcasts.

    34 min
  • 001 | A New Way to Define "Customer" | CX Unplugged

    Hey there! Gabrielle Gonzalez here—after 20 years in the multifamily industry, I've discovered something crucial: our customers are so much more than just residents.


    Want to know who else makes the list?


    In this debut episode of CX Unplugged, I discuss what "service" truly means in the multifamily space.


    Inspired by Ron Kaufman's definition—taking action that creates value for someone else—I challenge the traditional view of the customer as just the resident.


    Instead, I explore a broader spectrum, including internal colleagues, delivery drivers, property owners, and contractors.


    Each interaction you have impacts your company’s success, and I’m here to help you see how every customer, internal or external, deserves top-tier service.


    If this resonates with you, please like and subscribe to stay updated on customer experience in multifamily!




















































    Multifamily, CX Unplugged, PropTech, Leadership, Customer Experience, Ron Kaufman, Service Excellence, Property Management, Internal Customers, External Customers, Asset Management


    #Multifamily #CXUnplugged #PropTech #Leadership #CustomerExperience #ServiceExcellence #PropertyManagement

    9 min

About CX Unplugged

From the publisher's feed

For far too long the handling of customer matters has been considered a soft skill. Successful companies today recognize that the customer experience is king, or from my perspective is QUEEN! Tune in…