As a housing association, your residents are at the heart of what you do. Providing them with the best service and building a #RewardingRelationship with them is essential for your success and their happiness.
We’ve got 10 tips to share with you on how you can increase your resident’s satisfaction and improve your relationships with them.
Review your data.
You will have a great deal of data in your system which can unveil a huge amount of insight and help you identify your top customers. Be clear on what parameters you use to define an ideal or your top residents to ensure you know how to get the rest of your audience to achieve these standards also. Think of behaviours like paying bills on time and reporting repairs online.
Understand who your residents are.
Once you’ve reviewed your data, you’ll start to see some trends and patterns. These patterns will give you an indication of the various profiles and personas of your residents. When you start digging, it’s amazing what you uncover and how you can dispel any myths or presumptions you may have had. Keep it simple to start with – don’t overcomplicate it otherwise you’ll get yourself into a tangle!
Determine what information you want to relay.
Provide simple steps to help your residents engage and understand what you’re asking them to do. All too often we try to curate content when sometimes saying what you mean is it all takes.
Consider what channels to use to send the information.
So many to choose from; so to start with, choose the ones that work best for your internal team with the skills and resources you have.
Be ready to respond to inbound enquiries promptly.
The biggest mistake is if you create engagement then fail to be there when your tenants need you. Planning your response and having your processes in place from the outset will make you look efficient and deliver a great customer experience.
Review this data and understand what patterns it unveils.
Data analysis can not only help you identify what your tenants need to help make their experience a positive and productive one for all parties, but it also helps reduce costs by identifying more efficient ways of doing business.
Incentivise and reward the right behaviours.
Many companies focus all of their sales and marketing effort on new business whilst neglecting existing customers. But did you know it can cost five times more to acquire a new customer than to retain an existing one? Building long-term loyalty is where the real money is and the research proves it trumps short-term manipulations such as flash sales, seasonal discounts and rebates. Understanding your customer’s expectations and recognising them when they display the desired behaviours through a well-crafted reward programme will drive engagement with your organization.
Consider offering residents everyday benefits savings.
With the cost of living creeping up, some of your customers won’t even be able to comprehend doing anything more than keeping their heads above the water. So trying to get them to do something that is so far away from their thinking will be a nonstarter. Think about how to engage with these customers by giving them some real financial support and offering them meaningful rewards and savings on everyday essentials. Help make a difference in their lives and in turn, they will engage better with you.
Review your data – again.
Go back 8 steps to point one – and repeat. Then repeat. Then repeat.
Learn from the impact of your actions.
The results of targeted activity will be clear to see. As you continue to understand your audience profiles and create target communications which are delivered via the channels that are appropriate to your audience segmentation work, you will see results. Guaranteed.
