Page 94 - planet_rent

Journey 4 - How to get the most out of living at ……

Ringley’s operator model is built around immediate service which can
include self-service. Site staff trained that they are the face of the building
and having the Busy Living tenant app on their phones and duly incentivised
to sell add-on’s, report issues and give updates.

This journey includes all the ways to keep in touch with what is going on,
how to watch out for competitions to win complimentary sessions, the
annual social events and sporting calendars etc…

Journey 5 - Repairs

This is covered in details in chapter 3, pages 29-30.

Journey 6 - Communications

A poor communications strategy would just trigger everybody the same
thing irrespective of when they moved in and what their preferences are
(chapter 3, page 24, and, for marketing chapter 3, pages 34-37). In addition
detailed tailored journeys need to be developed based on triggering:
 surveys after facilities use,
 inspections at mid tenancy term,
 invitations, based on preferences and interests captured during e-
check-in,
 newsletters based on a combination of:
 tenancy lifecycle (how many months into the tenancy have
passed), and
 the month/season, and
 based on the net promoter score model, to check that tenants
would recommend the building to their friends.

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