What if the reason you're losing leases isn't your marketing budget… but your broken customer journey?
In this episode, we sit down with Shelly Steitz (Cadence Marketing Solutions), Anne Baum (Towne Properties), and Brian Rosenblatt (Goldfarb Properties) to unpack the hidden friction points that are quietly costing multifamily teams thousands in lost conversions.
From mismatched CRMs and broken form fills to the myth of the “perfect lead,” this trio shares real-world insights on how to diagnose, audit, and fix your prospect-to-lease journey. You'll hear why personalized touchpoints still matter, how to run smarter audits, and what every marketing leader needs to know about bridging the gap between tech and team.
If you're serious about creating a smoother, more profitable customer experience in multifamily, this episode is your playbook.
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(00:00) Why Customer Journey Matters in Multifamily
(03:52) Meet the Guests: Shelly, Anne & Brian
(10:05) What’s Breaking the Leasing Process?
(13:48) The Actual Impact of Tech Issues
(17:20) Why Definitions Like "Lead" and "Prospect" Must Be Aligned
(20:44) Human Touch vs Automation
(24:17) The Domino’s Tracker Analogy
(27:13) Accountability in Cross-Functional Teams
(30:30) The Hidden Cost of Training Gaps
(34:22) Metrics That Matter for Multifamily Marketers
(38:14) Tips for Running Monthly Journey Audits
(42:01) Building a Culture of Feedback
(44:50) How to Build a Smoother Prospect Journey