What Can Hospitality Brands
Teach us About
the Customer Experience.
22 July 2015 | #RWUC
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
1
Preliminary Legal Matters
Forward-Looking Statements
This presentation contains "forward-looking statements” regarding RealPage and our business, including statements relating to our expected, possible or assumed product or service
offerings, solutions footprint, results of operations, growth, expenditures, customer behaviors, market opportunities and migrations to our products or our competitors’ businesses.
Forward-looking statements are based on management’s beliefs and assumptions and on information currently available to management. Forward-looking statements include all
statements that are not historical facts and often may be identified by terms such as “expects,” “believes” “plans” or similar expressions and the negatives of those terms. Forwardlooking statements involve known and unknown risks, uncertainties and other factors that may cause actual results, performance or achievements to be materially different from any
results, performance or achievements expressed or implied by such forward-looking statements. Factors that could cause or contribute to such material differences include, but are not
limited to, the following: (a) the possibility that general economic conditions, including leasing velocity, or uncertainty cause information technology spending, particularly in the rental
housing industry, to be reduced or purchasing decisions to be delayed; (b) an increase in insurance claims; (c) an increase in customer cancellations; (d) the inability to increase sales
to existing customers and to attract new customers; (e) RealPage's failure to integrate acquired businesses and any future acquisitions successfully; (f) the timing and success of new
product introductions by RealPage or its competitors; (g) changes in RealPage's pricing policies or those of its competitors; (h) legal or regulatory proceedings; (i) inability to complete
the development or integration of our various products or to deliver new or enhanced functionality on a timely basis; (j) inability to achieve revenue growth or enable margin expansion;
(k) the discovery of facts and circumstances not currently available to management; and (l) such other risks and uncertainties described more fully in documents filed with or furnished to
the Securities and Exchange Commission ("SEC") by RealPage, including our Quarterly Report on Form 10-Q previously filed with the SEC on May 8, 2015. RealPage undertakes no
duty to update this information except as required by law.
Additional Important Notices
•
This material contains information that is confidential and/or proprietary to RealPage. It should not be provided to
non-attendees without prior written consent from RealPage.
•
REALPAGE is a registered trademark of RealPage, Inc. This presentation also may contain additional trademarks and service marks of ours and of other companies. We do
not intend our use or display of other companies’ trademarks or service marks to imply a relationship with, or endorsement or sponsorship of us by, such other companies.
•
This material is provided for informational purposes only. It is not legal or accounting advice and should not be considered to be a substitute for such advice.
•
The opinions expressed here are those of the author or presenter and do not necessarily reflect the positions of RealPage.
2
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
2
Moderator:
JEFF JAUSSI
Director Product Management & Payments
Meet Our Panelist
Tom Hale
MATT HOFFMAN
Steve Pagano
Chief Product Officer| HomeAway
Vacation Rental Expert | Kigo
Hotel Manager | Marriot
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
3
What Can Hospitality Brands
Teach us About
the Customer Experience.
How do you build a powerful resident experience?
Mirror your customer service approach after hospitality brands like the
Marriott, Ritz Carlton or Four Seasons.
• Five-star customer service creates advocates for life.
• Boost resident satisfaction
• Competitive edge
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
4
Customer Experience Management
Mission & Vision
The
Business
The
Experience
The
Brand
Source: Hotel Executive, New Lessons in Customer Experience Management
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
5
Customer Experience Management
Customer Experience Odyssey
Revelation
I have an itch
Inspiration
Consideration
I have a need
Multiple
Touch
Points
Multiple
Touch
Points
Spike
Experiences
Spike
Experiences
Motivation
I need what you
promise
I want to “Buy” your
brand of service
Multiple
Touch
The
Points
Multiple
Touch
Points
Experience
Spike
Experiences
Spike
Experiences
Activation
I am in the process of
experiencing the
brand
Multiple
Touch
ThePoints
Brand
Spike
Experiences
Confirmation
The experience was
delightful and I’ll tell
everybody I know about it
Multiple
Touch
Points
Spike
Experiences
Source: Hotel Executive, New Lessons in Customer Experience Management
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
6
Panel Discussion
•
Can you tell us the history of your firm?
•
How did your firm first approach the customer experience?
•
How does your company build brand loyalty?
•
How does your company build an experience for a happy customer?
•
How does your brand assure you are relevant to your customers?
•
How has technology and innovation improved your customer service?
•
What future changes do you see in your approach to the consumer?
•
How do you recover from a poor consumer experience?
•
How do you reposition your brand?
•
What is your approach to online reviews and satisfaction?
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
7
References
http://hotelexecutive.com/business_review/3396/new-lessons-in-customer-experiencemanagement
http://hotelexecutive.com/business_review/2998/the-most-successful-way-to-ensure-aguests-happiness-is-customer-intimacy
http://timeline.marriott.com/ - /?era=1
http://www.fourseasons.com/meetings_and_events/four_seasons_experience/
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
8
TAKE THE SURVEY AND
WIN
Y O U
C O U L D
CLICK THE SURVEY ICON
Complete the survey for THIS SESSION to receive ONE ENTRY
89630
Click on the REDEEM A CODE icon and enter the above
to earn Leaderboard points for this session
© 2015 REALPAGE, INC. ALL TRADEMARKS
ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
9
Questions?
First Name Last Name
Email address
First Name Last Name
Email address
© 2015 REALPAGE, INC. ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. ALL RIGHTS RESERVED.
10