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Episode 10: Industry players talk "Resident Experience" at Apartmentalize 2021
Listen to industry experts thoughts on the state of resident experience
In this special episode, Zego attended NAA's Apartmentalize 2021 in Chicago, and we had the privilege of meeting a number of great industry experts and property management professionals who generously shared their thoughts on the state of resident experience. Here are their stories.
Industry players talk "Resident Experience" at Apartmentalize 2021
Why making an apartment feel like a home enhances the overall resident experience?
Kelly B. from BG Multifamily, "Your home is probably the most important, one of the most important and intimate decisions that a person can make, so focusing on the resident experience is important just for that reason."
What does resident experience management mean to you?
Stephanie N. from CORT, "Resident experience refers to how a resident feels living at a community in relation to the onsite management team and how their needs are being met. Not only met but being exceeded…"
Why is the resident experience so important to a property's overall NOI?
Mike D. at BluePort, "It's super important for the residents to be able to have that property-wide connectivity and then more so above the resident. It's the backbone for all of that technology infrastructure... what enhances that experience because now the resident doesn't have to worry about joining the next network. Oh, what's the clubhouse password again. Oh, they changed it…"
Why resident experience is important to both the resident's happiness and the property's overall performance?
Ben B. at MRI, "Resident experiences is paramount just with all of the competition that's out there and the cost that it takes to actually acquire a net new resident. The ability to retain them is far more important. And to retain them, it is what kind of a community are you creating around them?"
Why the resident experience is important [overall]?
Kim S. at Print With Me, "Well, now that we're all spending so much time at home still, and it's foreseeable that we're going to be spending a lot of time at home...we need to create incredible environments for us to be in."
Why it's important to our industry to place added value on the resident experience?
John M. at Quext, "Community is a core value of ours and most of these solutions that we've developed, we really have the resident in mind. First of all, as an operator, if you're not taking care of your resident, but if you're not treating them as an important member of your community you're going to be perceived that way. And so everything that we've developed here, we, one of the barriers we're trying to break down is just scalability and availability to say the masses."
"We're trying to democratize our solutions so that they're available to a much wider audience. And that means getting technologies in the hands of people that tend to not be the first on the list...we're rolling out Smart Home managed WiFi to our B and C properties. And we actually came out looking sort of like geniuses during COVID, especially with managed WiFi because so many parents were stuck at home with their children, taking them through school. We had some incredible resident testimonials.."
Final thoughts on the resident experience and the future?
Nick D at Rent Manager, "Resident experience really is the ease of access...just because I don't have to go somewhere to be able to solve my problems when that's not really something I want to do after I get off work and have to deal with it."
"The future of everything, I think it's just going to get more and more automated...just taking automation to the next level..."
Zego at Apartmentalize
NAA Apartmentalize 2021 in Chicago was Zego's first large industry event since 2019! We were excited to meet and mingle with property management professionals and industry experts to get the scoop on how they think about the state of resident experience management today.
If we missed you on the show floor in Chicago, make sure to connect at the next event and share your thoughts.
Our top takeaways from NAA Apartmentalize 2021
Zego attended NAA's Apartmentalize 2021 in Chicago, and we had the privilege of meeting a number of great industry experts and property management professionals who generously shared their thoughts on the state of resident experience.
We spoke with Kelly B. from BG Multifamily, who talked about how making an apartment feel like a home can really enhance the overall resident experience.
"So, whenever you're working on site, you're providing apartment homes. It's home. Your home is probably the most important, one of the most important and intimate decisions that a person can make, so focusing on the resident experience is important just for that reason. When you go home, you should feel comfortable, you should feel a sense of relief, you should feel secure, you should feel happy. That's what working on site does. It's that simple. Just remembering you're providing a home."
Stephanie N. from CORT discussed what resident experience management means to her.
"I think a resident experience refers to how a resident feels living at a community in relation to the onsite management team and how their needs are being met. Not only met, but being exceeded… I think that whether that resident signs a renewal is completely contingent on their experience living there. So they should be taken care of throughout their lease.."
We also asked Mike D. at BluePort, why is the resident experience so important to a property's overall NOI? And how can solutions like BluePort help enhance these experiences?
"Right now, the resident experience has to be property-wide, right? And bringing in that resort-style Wi-Fi experience to the multifamily communities is what I think is supercritical in terms of providing that property-wide experience. Residents don't want just the internet connection in their apartments anymore. They want to be able to go to the pool. They want to be able to go to the clubhouse, the gym and have that connection. And what we're doing in the space is we're bringing in that property-wide connection with a secure, personal connection for the resident.
So when they leave that apartment to go to the gym, the pool, or whatever, they're on their own personal connection still throughout the entire property. So we think it's super important for the residents to be able to have that property-wide connectivity and then more so above the resident. It's the backbone for all of that technology infrastructure, right? Everything else that impacts the resident experience, so the door access and security systems and all the other IoT product tweaks that are coming out right now that need that connectivity pulse. And that's where we feel that bringing in the property-wide connection piece is supercritical."
[Interviewer: And with the connectivity piece of it all, like how is that making sure that the resident feels like they're a little bit more, they're more satisfied with the product. You know, I always talk about the resident experience, but like, how is that resident experience that's enhanced by the connectivity really going to impact and help the property long term?]
"Well, I think it's simple, right? So when you're somewhere, and you have your phone, and you might be on a phone call, you might be doing some work, or you're driving, which you shouldn't be, right? Whatever. You lose that service to your cell phone, and what does that feel like, right? It's frustrating. My phone's not working. My call just dropped.
So the same goes for doing something on your phone or your iPad or whatever mobile device you have. You're in your unit, and you gotta go throw the trash away, or you got to go bring the kids to the pool, and you still want to watch your show. You still want to do some work. So having that seamless property-wide connectivity is really, in my opinion, what enhances that experience because now the resident doesn't have to worry about joining the next network. Oh, what's the clubhouse password again. Oh, they changed it. I got to go back to the leasing office. Oh, they're out to lunch.
So all those little components that come together to create a bad experience, we're pushing that all to the side, giving a giant bubble around the property of Wi-Fi connectivity. And then, within that bubble, we put each resident in their own little personal connection to give them that great experience."
Ben B. at MRI explained why the resident experience is so important to both the resident's happiness and the property's overall performance in the process.
"Resident experiences is paramount just with all of the competition that's out there and the cost that it takes to actually acquire a net new resident. The ability to retain them is far more important. And to retain them, it is what kind of a community are you creating around them? Are you able to connect them with their neighbors? Is there people... Companies talk about cultures within inside their corporate cultures. There's a culture within a community as well. And are you able to foster that? Are you able to create a good community where people want to be engaged and want to be with their neighbors? And ultimately, that's going to lead to higher renewal rates and probably higher price increases on those renewals. And it really all boils down to the resident experience and how they feel about that community."
We met with Kim S. at Print With Me, to learn what resident experience management means to her and how it can impact our property's overall NOI.
"Well, in December of 2020, SatisFacts Research released a resident survey where they had asked residents what are the most important amenities that help you, that you want in an apartment that keep you happy? Number one was faster community-wide internet and number two was a multifunction device to be able to print, copy, scan and everything else, which is shocking in 2020, 2021. However, with everyone working from home, we saw a 40% increase in usage last year and it was a testament to the fact that everyone... This was a highly-needed item for folks to be able to continue their day-to-day lives, whether it be going to school, at work, whatever else that might be, activities with their kids. We're glad to be able to provide that. This takes a huge burden off of the And it provides a great resident experience because folks can print right from their own devices, which they didn't have to worry about logging into germy public PCs or anything like that. We're really happy to be able to provide a great experience for residents while taking the burden off of the site teams."
[Interviewer: Then in terms of being able to provide that enhanced experience for the resident, you're able to boost their happiness overall, how do you feel that that might be able to lead to better retention for the properties? Like you said, you were referring the statistic of this is something that the renters are really excited about, they would prefer to have onsite between that and the property-wide wifi. How do those things equalize to improving their chances to renew at a singular property?"]
"Well, now that we're all spending so much time at home still, and it's foreseeable that we're going to be spending a lot of time at home, this is where if we're spending way more time than we had anticipated ever in the past, we need to create incredible environments for us to be in. As it pertains to residents, whether it be pools, or fitness centers or whatever other items go into the resident experience, it's been more important than ever and people who are not capitalizing on making sure that they're providing the best amenities, they're losing out big time. People are going to go elsewhere."
John M. at Quext discussed how their solution is helping to elevate the resident experience and why it's important to our industry to place added value on this component of property management.
"We have a pretty wide range of products. And one of our company values, one of our three values is community. We view our community as our residents, our staff members, and our investors. When I say our investors, I'm primarily talking about our owner-operator investors on the Madera Residential side. But Community is a core value of ours and most of these solutions that we've developed, we really have the resident in mind. First of all, as an operator, if you're not taking care of your resident, but if you're not treating them as an important member of your community you're going to be perceived that way. And so everything that we've developed here, we, one of the barriers we're trying to break down is just scalability and availability to say the masses.
That sounds kind of corny, but really we're trying to democratize our solutions so that they're available to a much wider audience. And that means getting technologies in the hands of people that tend to not be the first on the list. So with Smart Home, for instance, the way we started as an industry, and it makes sense due to cost, primarily, typically, seeing roll-outs in higher end properties, but we just think that our solutions should be created to hit as many people as possible.
So we're doing that. We're doing that on the Madera residential side, we're rolling out Smart Home managed WiFi to our B and C properties. And we actually came out looking sort of like geniuses during COVID, especially with managed WiFi because so many parents were stuck at home with their children, taking them through school. We had some incredible resident testimonials, but I think kind of the obvious answer in terms of value is if your residents perceive the solutions you're offering to them as a value, then they value where they live and that makes them want to either come to or retain themselves as your residents and that is an obvious value to your property.
And if you're able to garner some revenue, as you know, out of these solutions, which you would expect, then you're, you have some obvious and serious value creation for your property and for your investors on the backend."
We also spoke with Nick D at Rent Manager who discussed his thoughts on the resident experience and what he sees is the future of resident experience management in our industry.
"Resident experience really is the ease of access, I feel for residents to be able to do everything that they have to do because no one wants to have to do things like have to know that they have to drive to the bank and drop a check off, or that they have to pick up a phone, actually call you, to submit a service issue when they have that ease of access, everything that they need right there in the palm of their hands and know that they can do stuff on the go. I think that is especially true with the evolution of COVID and everything like that, just because I don't have to go somewhere to be able to solve my problems when that's not really something I want to do after I get off work and have to deal with it.
In terms of kind of the future of everything, I think it's just going to get more and more automated from everything to notices out to residents and tenants, keeping them updated on everything going on at the property, having them have access to be able to reach out to you when stuff happens or be notified of things in communities and everything like that. So really just taking automation to the next level…"
And that's a wrap on Apartmentalize 2021 here in Chicago! Thank you to NAA for a great week, featuring the latest and greatest innovation from around the show. And finally I want to say a special thank you to our guests on today's episode. We can't wait to attend more live events and hear what industry players like you are saying about the resident experience. Be sure to stop by our booth at next year's Apartmentalize or other shows later this year, where you, too, may be featured on our next show floor recap. We hope you enjoyed listening! Thanks again.
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Monday, 16 April, 2012, by Greyhound Racing Victoria
Greyhound Racing Victoria would like to wish a happy birthday to George Schofield who turned 94 yesterday.
George Schofield is the only surviving 'Pioneer' to be inducted into Victorian greyhound racing's Hall of Fame and, quite remarkably, the 94 year old continues to contribute to the sport today through his work as a canine chiropractor.
Schofield's contribution to greyhound racing stems far wider than his chiropractic brilliance. He has been involved in virtually every aspect of the sport, including spending a combined total of 56 years as an administrator, 32 of which were as the Executive of the Greyhound Owners, Trainers & Breeders Association (GOTBA)
His incredible achievements are:
Awarded 2006 Ken Carr Medal
GOTBA Executive 32 years
Greyhound Racing Control Board member 16 years
Melbourne Greyhound Racing Association Director 8 years
Ballarat GRC Committee 10 years
OAM in 2009 for services to Greyhound Racing
To view George Schofield


1956 : Johnny Cash makes his first appearance on the Grand Old Opry show in Nashville.
1956 : A riot breaks out at a Fats Domino concert in San Jose, California, with twelve injured.
1968 : The Yardbirds disband immediately after a gig in Luton, England. Jimmy Page begins forming what will become Led Zeppelin.
1980 : The last Led Zeppelin concert is held, in West Berlin.
2001 : The Pointer Sisters' June Pointer completes her court-ordered rehab for cocaine.
2007 : Al Gore's Live Earth brings together over 150 artists for 24 hours of music over seven continents. This series of benefit concerts, a call to battle against the growing climate crisis, includes a headlining spot for UB40 at the Coca-Cola Dome near Johannesburg, South Africa.


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It looks like Omicron variant causes milder illness – is this how Covid-19 becomes endemic?
Independent Online (IOL) 2021/12/01 The Conversation
© Provided by Independent Online (IOL)
By Hamish McCallum
These are very early days in terms of our understanding the Omicron variant. What is known is that it has a large number of mutations, particularly in the spike protein and it appears to be rapidly spreading in specific parts of the world.
Very early indications from Africa suggest it does not cause particularly severe disease (though the World Health Organization has urged caution given the limited data available).
At this point, it isn't clear whether it has any greater capacity to evade vaccines than other SARS-CoV-2 strains such as Delta.
It is very common for viruses to become less virulent (that is, cause less severe disease) once they become established in a population. The classic example is myxomatosis, which killed 99% of rabbits when first introduced into Australia, but which now causes much lower mortality.
Some experts have predicted Covid will also become less severe as it transitions to an endemic level of disease – settling into a predictable pattern of infections in a given location. It's possible the Omicron variant may be the first step in this process.
Why some variants become dominant
Evolutionary biology suggests variants are more likely to thrive if they increase more rapidly in the human population than current strains. This means two things: strains with a higher R number (the basic reproduction number, or the average number of people an infectious person will likely infect) will replace those with a lower R number.
Additionally, strains that lead to the host being infectious earlier will replace those that take longer to become infectious. So strains with a shorter incubation period replace those with a longer incubation period. This appears to be the case with Delta, which has a shorter incubation period than the strains before it.
Viral strain evolution needs to be considered in the particular population in which the variant appears. Disease evolution is expected to work differently in a population with low levels of vaccination compared to one with higher levels of vaccination.
In a largely unvaccinated population, like South Africa where roughly 25% of the population is vaccinated and the Omicron variant was first detected, strains with a high R number will stand a better chance of taking hold. But in a highly vaccinated population, strains that are better able to evade the vaccine will be more likely to dominate, even if they have a lower R number in unvaccinated people.
The Omicron variant has >30 mutations in the spike protein. That's a lot. Some are associated with increased transmission and possible immune escape, though not possible to predict reliably how the variant will act in the real world. 4/ https://t.co/A2SPfdQ3Gp
— Dr. Tom Frieden (@DrTomFrieden) November 28, 2021
Less severe symptoms may fuel spread
So, would you expect a variant with less severe Covid symptoms to thrive? It really depends on the trade-offs between symptoms and transmissibility.
If symptoms are less severe, people are less likely to come forward to be tested and therefore are less likely to isolate. Some may not realise they have Covid at all. Therefore, a strain with low virulence (meaning it has a lower ability to cause severe symptoms in the body) may be better able to transmit to more people than highly virulent strains.
On the other hand, as appeared to be the case for Delta, some variants can cause higher viraemia than others – meaning higher levels of the virus within infected people's bodies. The more virus present, the more likely the person is to be able to successfully transmit the disease. This is because of the dose-response relationship – the higher the infective dose, the more likely it is an infection will result.
Again, all things being equal (without yet knowing the details of exactly how specific mutations behave), higher levels of viraemia are likely to lead to more severe symptoms.
It is not clearly understood yet why Omicron is apparently highly transmissible at least in the African context, so at this stage we don't know whether it produces higher levels of viraemia than other strains. Viral transmission is a complex multistage process, so many things may be responsible for Omicron's high transmission rate.
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We have been loving our new home, working on home improvement projects, and settling in over the last little bit. It's funny when you move to a new place, you have to figure out the house, and which room is the hottest or coldest. Which one has a draft, or gets too much light.
Our master bedroom probably gets the most evening sun out of all the rooms in the house. With several windows facing west in the dead of the Utah summer heat, it gets blasted every evening just in time to wind down in our room for the night.
The master bedroom ends up being significantly hotter than the rest of the house for a lot of the day, and turning down our air for the entire rest of the house would cause our electric bill to soar.
A great solution to our problem has been our new Frigidaire Gallery® Cool Connect Air Conditioner. It is a small Air Conditioning unit you can easily install into any room! The best part is that you can control it through an app on your mobile devices. You can schedule different temperatures at different times, which has really helped with those key times the sun heats up our room, so we can be nice and comfortable, especially when we are ready to go to bed at night. And, for those especially hot Utah summer nights, it is nice to be able to turn the fan up or turn down the temperature from bed without having to get up! I also really like the sleek white design, as you all know design is always important to me!
It has been nice to be able to keep our room as cool as the rest of our house, saving money by not having to blast the air in the rest of the house too. We have been enjoying spending time in there hanging out, resting, and reading together feeling comfortable instead of too hot!
Be sure to head over to Frigidaire.com to learn more!
This post is sponsored by Frigidaire Gallery®. All thoughts and opinions are my own. Thank you for supporting brands that help make this blog possible.
Hi, thanks for recommending the Frigidaire air conditioner and writing the review. It really surprises me how few of the major air conditioning companies have actually built the ability to control their units through mobile phones and tablets. A lot of them seem to be stuck in the dark ages. This one looks great. I particularly like the feature that lets you set different temperatures for different times of the day!
Thanks so much for your nice comment! I appreciate it!
Great post! Thanks for the review.


As part of a firm's strategic sourcing best practices, they must determine the most cost-effective mode of transportation for cargo. For freight sourcing, many manufacturers choose ground transportation by truck. Recent reports have shown truck orders have increased despite manufacturers saying U.S. road infrastructure is becoming worse.
The majority of manufacturing leaders agree the nation's transportation infrastructure needs improvement to continue economic momentum, according to Transportation Topics. In a survey by the National Association of Manufacturers of more than 400 manufacturing heads, more respondents said roads were deteriorating more than other transportation infrastructure systems including water, rail and aviation. While 70 percent rated U.S. infrastructure as "fair or poor," ground transportation had the most negative feedback in the NAM study with 70 percent saying road quality was declining.
"Improving our ports, highways and bridges is essentially an economic driver," Ed Rendell, co-chairman of Building America's Future, said in a statement.
Rendell was present while Jay Timmons, CEO of NAM, revealed the results of the survey. Timmons said if the nation does not invest in roads, U.S. manufacturers could fall behind in the global market.
"Modernized ports and transportation systems enable American manufacturers and businesses to export their goods to countries around the world, which strengthens our economy here at home," Rendell said.
Despite the worsening condition of roads, truck orders for Classes 5-8 in August are recovering after orders in the previous months have been slow to pick up, Fleet Owner reported. Orders for Class 8 trucks increased 20 percent year-over-year to 19,500 units. Seasonally adjusted August figures come in at 22,000 units, which is the third best performing month out of the previous 20 months.
Class 5-7 orders are also making gains. They reached 18,000 units in August, almost hitting a 5-year high for these combined classes.
"August is typically a strong month for medium-duty vehicle orders," said Kenny Vieth, president & senior analyst for ACT Research. "As a result, seasonal adjustment causes a modest decline in the order total to 17,500 units, the third best SA order total since early 2008."
As a leader in transportation services, FedEx posted a net income of $487 million in its fiscal year ended August 31, rising 7 percent compared to 2012. FedEx said all sections of the company's transportation division performed well and resulted in increased profits. The company's freight division said its revenue grew 2 percent from last year, reaching $1.42 billion in the first quarter of 2013 compared to $1.4 billion at the same time in 2012.


Ceasefire, India's most trusted fire safety and security brand and a holistically integrated Fire Safety & Security solutions conglomerate was at the DBS campus recently for a placement drive. The two person team, headed by Mr. Rishi Raj Tandon, AVP-Sales, visited the campus and addressed the students at the start of the drive. The profiles being offered to the students were Executive Management Trainee (Sales), with a starting remuneration of 5 LPA and Management Trainee (Business Development), with a package of 4 LPA.
The selection process included an Online Aptitude Test, Group Discussion and Personal Interview. A total of 4 students made it to the list of final selections. The names of the successful students are Himanshu Mishra, Monu, Vijay Sharma (Final year MBA) and Sumit Shukla (Final year PGDM). Having invested extensively in R&D, the company has a range of 400 revolutionary lifesaving products that span from prevention to early detection to fire fighting, evacuation and post fire damage control. The pioneer brand in the domain, Ceasefire has been the name synonymous with new age technologies that have been far ahead of their times. Today Ceasefire's total green solutions and intelligent protection systems continue that trend.
We congratulate all the successful candidates.


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Cutler gets offense going against Raiders
By By Brad Biggs and Chicago Tribune reporter
Aug 24, 2013 | 7:18 AM
OAKLAND, Calif. — The preseason does not mask the fact the Raiders will be dreadful this season.
Mired in salary cap hell the Raiders look like they will be in the hunt for the No. 1 pick in the 2014 draft. If the Bears can be close to as good as they looked Friday night at O.co Coliseum, they could be a factor in the NFC in coach Marc Trestman's first season.
The preseason can often be a mirage even in the third exhibition when starters get their most substantial time. But there isn't any hiding problems for the Raiders, who have a quarterback quandary after pulling starter Matt Flynn for Terrelle Pryor in the second quarter and an offensive line issue with left tackle Jared Veldheer questionable for this season after triceps surgery.
The Bears laid it on Oakland from the start in a 34-26 victory, jumping out to a 27-3 halftime lead that probably would have been bigger if Jay Cutler's targets had not betrayed him. The quarterback finished 12 of 21 for 142 yards and his stats would have been more impressive if there had not been four or five dropped passes, depending on how coaches review the film. The offense totaled 252 yards and 14 first downs.
Cutler spread the ball around from the start with Trestman mixing Matt Forte run calls with passes to targets other than Brandon Marshall. Alshon Jeffery had seven receptions for 77 yards in the first half. He showed good balance on the dirt infield when he spun away from cornerback D.J. Hayden, a first-round draft pick, for a 22-yard gain on Cutler's first throw. On the next play, Cutler targeted tight end Martellus Bennett for the first time in exhibitions for a 16-yard pickup.
"It was a good outing for everybody," Cutler said. "But it is preseason. Can't get caught up in that. We start off the season 0-0 like everybody else. We have to get back to work next week. We can't get too high on this game. We made some mistakes. We need to go back and look at them. But it's a good barometer of where we're at and where we have to go."
But Bennett had two balls go off his hands, Marshall had a drop and tight end Fendi Onobun dropped a ball with no defender around him. Cutler was 6 of 9 passing for 85 yards in the first quarter and the three incompletions went off the hands of receivers.
Cutler dismissed the idea that spreading the ball around was an issue after the first two exhibitions after he and Marshall were a two-man passing game last season. He targeted six receivers in the first quarter, making a swing pass to Forte for a 32-yard touchdown as Jeffery and Bennett made key blocks to spring him.
Forte had six carries for 76 yards, gaining 35 on a run around the left end when tight end Steve Maneri made a nice block. He now has 149 yards on 15 carries and looks primed for a big season, as expected in Trestman's scheme.
"He's getting more and more comfortable with the running lanes and the blocking schemes," Cutler said. "I think Marc is doing a great job of getting him outside and finding nifty ways to get him touches outside the box."
Michael Bush scored touchdowns on runs of 1 and 10 yards against his former team.
Wide receiver Marquess Wilson, the seventh-round pick from Washington State, gained separation from veteran cornerback Mike Jenkins to make a 14-yard gain in time with the starters, an indication he's getting a hard look with cuts looming.
The defense shined too as Tim Jennings and emerging nickel cornerback Isaiah Frey intercepted Flynn, who finished 3 of 6 for 19 yards. Cornerback Charles Tillman, who has three career sacks in regular season, picked one up when he blindsided Flynn. Rookie middle linebacker Jon Bostic showed off his agility in the open field when he pinned in Pryor on an attempted run. Strong-side linebacker James Anderson was credited with a game-high six tackles through the first half.
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Defensive end Julius Peppers started and came out quickly as a precaution, getting just enough work to be prepared for the Sept. 8 opener against the Bengals.
The Bears are going to be hard-pressed to find an opponent as undermanned as the Raiders in the regular season. But that doesn't mean you can take anything away from them after what was a dominating outing from the starters.
bmbiggs@tribune.com
Twitter @BradBiggs
Matt Forte
Marc Trestman


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