“On the Verge of Things Really Accelerating”

S1E6 features Kevin Wilson, the Director of Marketing at Southern Land Company.

In the show, we cover:

Resident Feedback as a Continuous Process: Kevin emphasizes a “love-love” relationship with feedback, viewing it as a tool for both improvement and engagement. He highlights that feedback, while not always immediately actionable, helps adapt offerings to changing resident expectations. He underscores the value of gathering feedback systematically across both new and stabilized communities to stay aligned with evolving resident needs.

Adapting Spaces and Amenities Based on Feedback: Kevin discusses using resident input to refine community amenities, illustrating how feedback has driven changes like introducing multipurpose spaces and evolving fitness areas to meet contemporary needs, such as creating spaces for games or yoga. He sees amenity flexibility as a way to maintain relevance and enhance resident satisfaction.

Efficient Feedback Collection through Short Surveys: Kevin notes that residents are more likely to respond to short, targeted surveys, especially over text. He sees the trend toward concise feedback collection, driven by digital tools and AI, as crucial for identifying "micro trends" and maintaining responsiveness without overwhelming residents with requests.

Building Community and Retention: Kevin views events and communal spaces as pivotal to fostering a sense of community, which he believes is critical for resident retention. He shares examples of smaller, less costly initiatives like game nights or branded community events, which encourage residents to meet and build connections, positively impacting their overall satisfaction and likelihood of renewing.

Strategic Use of AI for Feedback Analysis: Kevin explains that AI tools now make it easier to analyze and act on feedback promptly. This capability allows his team to understand what resonates or requires improvement across communities more effectively, enabling targeted adjustments in real-time.

Kevin Wilson on Linkedin: https://www.linkedin.com/in/kevin-wilson-aab16a8/

Apple Podcasts: https://podcasts.apple.com/us/podcast/feedback-fatigue/id1770584511

Spotify: https://open.spotify.com/show/5E1KUHoxNjTDCIVBtnwwUw

Website: https://www.widewail.com/feedback-fatigue

Revyse: https://community.revyse.com/c/multifamily-podcast-directory/feedback-fatigue

About Feedback Fatigue:

We're getting all this amazing resident feedback. What do we do with it? Learn the playbooks multifamily operators and industry experts are using to find success today. Hosted by Widewail’s Katie Ritter, National Accounts, Multifamily and Jake Hughes, Director of Marketing.

Learn more about Widewail: https://www.widewail.com/property-manager-reputation-management

Season 1 lineup:

S1E1: October 1st

Faith Barker

Marketing Manager, Trilogy

S1E2: October 8th

Josh Becerra

CMO, Pink Taco

S1E3: October 15th

Bobbi Steward

CEO, Revyse

S1E4: October 22nd

Rebecca Smith and Ashley Stran

Marketing & Business Development Director, Social Media Coordinator, WPM Real Estate Management

S1E5: October 29th

Janet Rosseth

Founder & CMO, Cadence Marketing Solutions

S1E6: November 5th

Kevin Wilson

Director of Marketing, Strategy & Planning, Southern Land Company

S1E7: November 12th

Dana Hill

Director of Customer Experience, RangeWater Real Estate

S1E8: November 19th

Michael DiMella

Managing Partner, CHARLESGATE