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 for real life stories about missteps and masterful manifestations in the world of multifamily. In this series you will hear from me and other industry experts about how prioritizing the Customer Experience led to success!
When does persistence in sales turn into pressure? In today’s fast-paced, tech-driven world, sales professionals are constantly navigating the fine line between effective follow-up and overwhelming their prospects. In this thought-provoking episode of CX Unplugged, host Gabrielle Gonzalez sits down with Seanne Spangenburg https://www.linkedin.com/in/seannespangenburgcam94889512/ (https://www.linkedin.com/in/seannespangenburgcam94889512/) to unpack the real dynamics between salespeople and decision-makers—where intentions to connect often clash with the need for boundaries and balance.
Gabrielle and Seanne take a closer look at how personalization, empathy, and technology intersect to shape modern customer experience. From the rise of “ghosting” in sales to the challenges of maintaining genuine relationships in a digital-first environment, this conversation offers insights every professional in the multifamily industry—and beyond—can learn from.
Here’s what you’ll hear in this episode:
Why salespeople must recognize and respect the boundaries of decision-makers to maintain trust and connection
What role personalization plays in transforming sales conversations into meaningful relationships
The misuse of technology often weakens genuine human connection in the customer experience process
How intentional communication and thoughtful follow-up can improve relationships and reduce frustration in sales
👉 Click subscribe @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry’s hottest topics!
🌐 Visit www.multifamilymedianetwork.com (http://www.multifamilymedianetwork.com/)
to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders!
#CustomerExperience #CXUnplugged #SalesStrategy #RelationshipBuilding #MultifamilyIndustry #Personalization #Leadership #FollowUp #CustomerEngagement #SalesBoundaries #CXLeadership #MultifamilyMediaNetwork
7 Oct 2025
026 - The difference Between CS and CX
What truly sets successful companies apart isn’t just good customer service — it’s a well-crafted customer experience. In this episode of CX Unplugged, host Gabrielle Gonzalez breaks down the key distinctions between these two often-confused concepts and explains why understanding them can make or break your business.
From the moment a customer first interacts with your brand to the final step of their journey, every touchpoint shapes perception, loyalty, and long-term success. Gabrielle explores how companies that prioritize customer experience not only build stronger relationships but also see greater profitability and retention. She also highlights how employee satisfaction directly fuels customer happiness — reminding leaders that you can’t expect exceptional service from disengaged teams.
Here’s what you’ll hear in this episode:
Why understanding the difference between customer experience and customer service matters for long-term business success
What customer feedback reveals about brand perception and improvement opportunities
The data shows that 79% of consumers switch companies after a poor experience
How prioritizing CX over transactions builds loyalty, drives growth, and keeps residents happy
👉 Click subscribe @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 (http://www.multifamilymedianetwork.com/)
to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders!
#CustomerExperience #CXUnplugged #CustomerService #MultifamilyManagement #CXStrategy #CustomerLoyalty #CustomerSatisfaction #Leadership #EmployeeEngagement #CustomerCentric
23 Sept 2025
025 - What You Talkin' Bout? Why Your Organization Needs A Common Service Language
When organizations lack a shared service language, the result can be chaos: misunderstandings, frustration, and costly errors. Without clear communication, even the most well-intentioned teams struggle to deliver the experiences customers deserve. In this episode of CX Unplugged, host Gabrielle Gonzalez unpacks the challenges caused by these gaps and reveals how a unified approach can transform both internal collaboration and customer satisfaction.
Gabrielle shares practical strategies, insightful stories, and proven approaches that highlight the power of speaking the same “service language.” Whether you’re leading a multifamily operation or managing a customer-facing team in any industry, you’ll discover why a common service language is the foundation for efficiency, harmony, and long-term success.
Here’s what you’ll hear in this episode:
Why lacking a common service language creates inefficiencies, errors, and poor customer experiences
What happens when organizations build shared understanding around service expectations
The absence of clear communication directly impacts engagement, teamwork, and customer satisfaction
How establishing a unified language enhances relationships, prevents mistakes, and strengthens business outcomes
👉 Click subscribe @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professional hosting podcasts on all the industry hot topics!
🌐 Visit www.multifamilymedianetwork.com (http://www.multifamilymedianetwork.com/)
to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders!
#CustomerExperience #CXUnplugged #ServiceLanguage #OrganizationalCommunication #CustomerEngagement #MultifamilyOperations #CXStrategy #Leadership #ContinuousImprovement
Who has been a guest on CX Unplugged
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Geremiah Gonzalez
Katie Ritter
Jake Hughes
Kristin Hornberger
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