CX Unplugged

027 - CX from a Decision Makers POV

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

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

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

024 - Satisfacts Report- Why Customer Experience is the Game-Changer in Business Success

Customer experience isn’t just a nice-to-have—it’s a business powerhouse. In this episode of CX Unplugged, host Gabrielle Gonzalez uncovers the eye-opening data and real-world stories that prove just how much CX impacts the bottom line. From boosting customer loyalty to outperforming competitors by nearly 80% on the S&P 500, the numbers don’t lie: customer experience pays off in measurable ways. But it’s not just about data—it’s about people. Gabrielle shares her passion for genuine care, the importance of hiring with empathy, and the value of human connection in today’s competitive landscape. Whether you’re in multifamily operations or any other industry, this episode will inspire you to rethink how your organization prioritizes CX—and why it should be at the heart of your business strategy. Here’s what you’ll hear in this episode: Why companies that invest in customer experience outperform competitors in loyalty, satisfaction, and long-term growth What hiring for empathy and genuine care can do for your customer relationships The data shows CX leaders on the S&P 500 outperform by nearly 80% How prioritizing authentic customer interactions leads to stronger engagement, renewals, and 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 #MultifamilyOperations #CustomerSatisfaction #BusinessGrowth #EmpathyInLeadership #CXStrategy

023 - The Intersection of Passion and Data in Customer Experience

When was the last time you felt truly valued as a customer? In today’s fast-paced, highly competitive world, customer experience isn’t just a buzzword—it’s the heartbeat of long-term business success. Companies that prioritize genuine care and human connection are not only winning hearts but also achieving remarkable financial results. In this episode of CX Unplugged, host Gabrielle Gonzalez unpacks why customer experience should be at the center of every business strategy, especially in multifamily operations. With powerful stories, data-driven insights, and her own passion for customer care, Gabrielle reveals how empathy, authenticity, and strategic investment in customer interactions can transform organizations from the inside out. Here’s what you’ll hear in this episode: Why customer experience has become the ultimate competitive advantage for businesses today What data reveals about the link between satisfaction, loyalty, and bottom-line results The companies leading in customer experience outperform the S&P 500 by nearly 80% How hiring with empathy and creating genuine connections elevate customer loyalty and renewals ✨ Don’t miss this powerful conversation that could reshape the way you think about customer care in your industry. 👉 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry’s 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 #MultifamilyOperations #CustomerSatisfaction #BusinessGrowth #EmpathyInBusiness #CXStrategy