CX Unplugged

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/ to unpack the real...

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...

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 bo...

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 way...

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 unpac...

What if the Golden Rule isn’t enough? In this mini-episode of CX Unplugged, Gabrielle Gonzalez challenges one of the oldest philosophies in human interaction. Instead of treating others the way you want to be treated, what if you treated them the way they want to be treated? This subtle but powerful shift can transform how we connect—with residents, prospects, colleagues, and clients. Through rela...

In an industry rapidly shaped by technology, what remains non-negotiable? The human touch. In this thought-provoking episode of CX Unplugged, Gabrielle Gonzalez is joined by Paul Rhodes to explore why human interaction still matters—especially in maintenance. While automation and AI are transforming operations, your residents still value empathy, clear communication, and trust—qualities only a wel...

What can a one-star review teach us about customer experience in multifamily housing? In this raw and revealing episode of CX Unplugged, host Gabrielle Gonzalez unpacks a scathing resident review—not as a rant, but as a roadmap to the real issues that too often go ignored. From maintenance accountability to the emotional weight of security deposit deductions, Gabrielle breaks down what property ma...

What does it really take to grow in the multifamily industry—and why does it often start with a wrench in your hand? In this episode of CX Unplugged, host Gabrielle Gonzalez sits down with Geremiah Gonzalez https://www.linkedin.com/in/geremiah-gonzalez-cam-a5717bb7?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3BIhGsQ3cxQ6qFLkOLggYoKQ%3D%3D , Community Director at Weidner Ap...

What do residents really want—and are we listening closely enough? In this episode of CX Unplugged, host Gabrielle Gonzalez sits down with Katie Ritter and Jake Hughes from Wide Whale to unpack the insights behind the latest Voice of Resident Report. It’s more than data; it’s a wake-up call for multifamily property operators to tune into what residents are clearly expressing—through reviews, renew...

Sometimes the most dangerous customer feedback is just one word: fine. In this flavorful episode of CX Unplugged, host Gabrielle Gonzalez brings the heat from the restaurant table to the boardroom, unpacking how a so-so response often signals a silent problem. Gabrielle shares a personal story that reveals how businesses can miss powerful improvement opportunities by accepting vague or lukewarm fe...

What if leadership wasn’t just about driving outcomes, but about modeling well-being, balance, and intentional connection? In this episode of CX Unplugged, host Gabrielle Gonzalez welcomes Shanenn Bryant, https://www.linkedin.com/in/shanenn-bryant/ pattern transformation expert and coach, to explore how the customer experience is shaped by the internal culture we create—starting at the top. Shanen...

What does it really take to grow in the multifamily industry? In this episode of CX Unplugged, host Gabrielle Gonzalez sits down with Jeremy Milton https://www.linkedin.com/in/jjmilton?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3BceoOk5SbQDGjcvBET6WI8A%3D%3D , Head of Multifamily Operations at West Shore https://west-shore.com/ , to unpack the real lessons behind leadersh...

What if your biggest mistakes became your greatest lessons? CX Unplugged brings you another compelling conversation as host Gabrielle Gonzalez sits down with Tara Samuels https://www.linkedin.com/in/themultifamilymentormatchmaker/ , founder and CEO of Multifamily Mentor Matchmaking. Tara opens up about her journey in the multifamily industry, sharing how mentorship, emotional intelligence, and vul...

What if your biggest mistakes became your greatest lessons? In this episode of CX Unplugged, host Gabrielle Gonzalez sits down with Amanda Maclin https://www.linkedin.com/in/amaclin?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3BnPp1WU5HRjOSqr0bDwA2wg%3D%3D , a multifamily industry leader, to discuss the career missteps that shaped her journey. From learning the power of in...

Success in the multifamily industry doesn’t come without its share of challenges. In this episode of CX Unplugged, host Gabrielle Gonzalez takes a reflective look at her career journey, sharing the lessons she’s learned along the way. From early mistakes to hard-earned wisdom, she unpacks how accountability, perspective, and continuous learning play a crucial role in long-term success. Through per...

Customer experience isn’t just about serving end users—it’s about every interaction you have, from clients to colleagues and beyond. In this episode of CX Unplugged, host Gabrielle Gonzalez and guest Matt Beauchamp https://www.linkedin.com/in/matt-beauchamp/ of R.A.S.K. https://www.raskcorp.com/ redefine the concept of "customer" and explore how networking, trust-building, and communicat...

Building genuine connections can feel overwhelming, especially in fast-paced environments like the multifamily industry. But what if there was a simple framework to help you navigate conversations with ease and confidence? In this episode of CX Unplugged, host Gabrielle Gonzalez introduces the Ford technique—an intuitive approach to building rapport and engaging in meaningful conversations. Discov...

Navigating Customer Experience Across Business Verticals with Kristin Hornberger Ever wonder what it takes to juggle customer experience across multiple business verticals? Today, let’s hear from an industry leader who is blazing trails in healthcare real estate. In this episode of CX Unplugged on the Multifamily Media Network, Gabrielle Gonzalez engages in a powerful conversation with Kristin Hor...

CX Unplugged | Pricing Pitfalls & Lessons from Spirit Airlines Welcome to another episode of CX Unplugged, a Multifamily Media Network podcast. I’m your host Gabrielle Gonzalez, and today’s episode covers pricing strategies in multifamily management with a surprising lesson from Spirit Airlines’ recent bankruptcy. Pricing — it’s always on our minds. But here’s the twist: sometimes, being too l...

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 wit...

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 strateg...

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...

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...

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,...