Competition in the multifamily apartment industry has changed dramatically. Today, it is no longer sufficient to simply have a great location, upgraded finishes or unique amenities. To be considered best-inclass, you must also provide a great customer experience. While that sounds simple; in reality, delivering great customer experience requires a highly intentional and coordinated effort to align organizational processes to focus on the customer.

Over the last four years, I have had the privilege of leading a major corporate initiative at JBG SMITH focused on developing our residential customer experience strategy and building a culture of customer service excellence. After thoughtful consideration, we have set a vision for customer experience centered on four key lifestyle elements: