CX Unplugged

Gabrielle Gonzalez
  • 5.0 (1)
  • BUSINESS
  • UPDATED BIWEEKLY

For far too long the handling of customer matters has been considered a soft skill. Successful companies today recognize that the customer experience is king, or from my perspective is QUEEN! Tune in for real life stories about missteps and masterful manifestations in the world of multifamily. In this series you will hear from me and other industry experts about how prioritizing the Customer Experience led to success!

  1. 10/21/2025

    027 - CX from a Decision Makers POV

    When does persistence in sales turn into pressure? In today’s fast-paced, tech-driven world, sales professionals are constantly navigating the fine line between effective follow-up and overwhelming their prospects. In this thought-provoking episode of CX Unplugged, host Gabrielle Gonzalez sits down with Seanne Spangenburg https://www.linkedin.com/in/seannespangenburgcam94889512/ to unpack the real dynamics between salespeople and decision-makers—where intentions to connect often clash with the need for boundaries and balance.Gabrielle and Seanne take a closer look at how personalization, empathy, and technology intersect to shape modern customer experience. From the rise of “ghosting” in sales to the challenges of maintaining genuine relationships in a digital-first environment, this conversation offers insights every professional in the multifamily industry—and beyond—can learn from.Here’s what you’ll hear in this episode:Why salespeople must recognize and respect the boundaries of decision-makers to maintain trust and connectionWhat role personalization plays in transforming sales conversations into meaningful relationshipsThe misuse of technology often weakens genuine human connection in the customer experience processHow intentional communication and thoughtful follow-up can improve relationships and reduce frustration in sales👉 Click subscribe @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry’s hottest topics!🌐 Visit www.multifamilymedianetwork.com to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders!#CustomerExperience #CXUnplugged #SalesStrategy #RelationshipBuilding #MultifamilyIndustry #Personalization #Leadership #FollowUp #CustomerEngagement #SalesBoundaries #CXLeadership #MultifamilyMediaNetwork

    27 min

  2. 10/07/2025

    026 - The difference Between CS and CX

    What truly sets successful companies apart isn’t just good customer service — it’s a well-crafted customer experience. In this episode of CX Unplugged, host Gabrielle Gonzalez breaks down the key distinctions between these two often-confused concepts and explains why understanding them can make or break your business.From the moment a customer first interacts with your brand to the final step of their journey, every touchpoint shapes perception, loyalty, and long-term success. Gabrielle explores how companies that prioritize customer experience not only build stronger relationships but also see greater profitability and retention. She also highlights how employee satisfaction directly fuels customer happiness — reminding leaders that you can’t expect exceptional service from disengaged teams.Here’s what you’ll hear in this episode:Why understanding the difference between customer experience and customer service matters for long-term business successWhat customer feedback reveals about brand perception and improvement opportunitiesThe data shows that 79% of consumers switch companies after a poor experienceHow prioritizing CX over transactions builds loyalty, drives growth, and keeps residents happy👉 Click subscribe @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!🌐 Visit www.multifamilymedianetwork.com to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders!#CustomerExperience #CXUnplugged #CustomerService #MultifamilyManagement #CXStrategy #CustomerLoyalty #CustomerSatisfaction #Leadership #EmployeeEngagement #CustomerCentric

    14 min

  3. 09/23/2025

    025 - What You Talkin' Bout? Why Your Organization Needs A Common Service Language

    When organizations lack a shared service language, the result can be chaos: misunderstandings, frustration, and costly errors. Without clear communication, even the most well-intentioned teams struggle to deliver the experiences customers deserve. In this episode of CX Unplugged, host Gabrielle Gonzalez unpacks the challenges caused by these gaps and reveals how a unified approach can transform both internal collaboration and customer satisfaction.Gabrielle shares practical strategies, insightful stories, and proven approaches that highlight the power of speaking the same “service language.” Whether you’re leading a multifamily operation or managing a customer-facing team in any industry, you’ll discover why a common service language is the foundation for efficiency, harmony, and long-term success.Here’s what you’ll hear in this episode:Why lacking a common service language creates inefficiencies, errors, and poor customer experiencesWhat happens when organizations build shared understanding around service expectationsThe absence of clear communication directly impacts engagement, teamwork, and customer satisfactionHow establishing a unified language enhances relationships, prevents mistakes, and strengthens business outcomes👉 Click subscribe @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professional hosting podcasts on all the industry hot topics!🌐 Visit www.multifamilymedianetwork.com to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders!#CustomerExperience #CXUnplugged #ServiceLanguage #OrganizationalCommunication #CustomerEngagement #MultifamilyOperations #CXStrategy #Leadership #ContinuousImprovement

    10 min

  4. 09/15/2025

    24 - Satisfacts Report- Why Customer Experience is the Game-Changer in Business Success

    Customer experience isn’t just a nice-to-have—it’s a business powerhouse. In this episode of CX Unplugged, host Gabrielle Gonzalez uncovers the eye-opening data and real-world stories that prove just how much CX impacts the bottom line. From boosting customer loyalty to outperforming competitors by nearly 80% on the S&P 500, the numbers don’t lie: customer experience pays off in measurable ways.But it’s not just about data—it’s about people. Gabrielle shares her passion for genuine care, the importance of hiring with empathy, and the value of human connection in today’s competitive landscape. Whether you’re in multifamily operations or any other industry, this episode will inspire you to rethink how your organization prioritizes CX—and why it should be at the heart of your business strategy.Here’s what you’ll hear in this episode:Why companies that invest in customer experience outperform competitors in loyalty, satisfaction, and long-term growthWhat hiring for empathy and genuine care can do for your customer relationshipsThe data shows CX leaders on the S&P 500 outperform by nearly 80%How prioritizing authentic customer interactions leads to stronger engagement, renewals, and business outcomes👉 Click subscribe @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professional hosting podcasts on all the industry hot topics!🌐 Visit www.multifamilymedianetwork.com to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders!#CustomerExperience #CXUnplugged #MultifamilyOperations #CustomerSatisfaction #BusinessGrowth #EmpathyInLeadership #CXStrategy

    33 min

  5. 08/26/2025

    023 - The Intersection of Passion and Data in Customer Experience

    When was the last time you felt truly valued as a customer? In today’s fast-paced, highly competitive world, customer experience isn’t just a buzzword—it’s the heartbeat of long-term business success. Companies that prioritize genuine care and human connection are not only winning hearts but also achieving remarkable financial results. In this episode of CX Unplugged, host Gabrielle Gonzalez unpacks why customer experience should be at the center of every business strategy, especially in multifamily operations. With powerful stories, data-driven insights, and her own passion for customer care, Gabrielle reveals how empathy, authenticity, and strategic investment in customer interactions can transform organizations from the inside out. Here’s what you’ll hear in this episode: Why customer experience has become the ultimate competitive advantage for businesses today What data reveals about the link between satisfaction, loyalty, and bottom-line results The companies leading in customer experience outperform the S&P 500 by nearly 80% How hiring with empathy and creating genuine connections elevate customer loyalty and renewals ✨ Don’t miss this powerful conversation that could reshape the way you think about customer care in your industry. 👉 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry’s hot topics! Visit www.multifamilymedianetwork.com to sign up for our newsletter and browse our extensive library of podcasts and blogs from today’s multifamily leaders! #CustomerExperience #CXUnplugged #MultifamilyOperations #CustomerSatisfaction #BusinessGrowth #EmpathyInBusiness #CXStrategy

    14 min

  6. 08/12/2025

    022 - From Bought to Earned: Transforming Your Prospect Strategy

    What if the Golden Rule isn’t enough? In this mini-episode of CX Unplugged, Gabrielle Gonzalez challenges one of the oldest philosophies in human interaction. Instead of treating others the way you want to be treated, what if you treated them the way they want to be treated? This subtle but powerful shift can transform how we connect—with residents, prospects, colleagues, and clients.Through relatable stories and actionable tips, Gabrielle explores how active listening, personalization, and empathy can elevate customer experience strategies and strengthen relationships. Whether you’re closing a lease, resolving a complaint, or winning over a new client, this mindset can be the difference between a transaction and a lifelong connection.In this episode:Why should customer experience focus on individual preferences instead of a one-size-fits-all approach?What makes earned prospects more valuable than bought ones in driving long-term success?The smallest investment of time in understanding customers can yield extraordinary results.How active listening and personalization lead to stronger relationships and increased referrals.🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations!📰 Sign up at www.multifamilymedianetwork.com to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #PersonalizedService #ActiveListening #CXStrategies #EarnedProspects #CustomerSatisfaction #Referrals #MultifamilyLeadership #ResidentExperience #PropertyManagement

    8 min

  7. 07/29/2025

    021 - The Human Element: Enhancing Maintenance Through Customer Service

    In an industry rapidly shaped by technology, what remains non-negotiable? The human touch. In this thought-provoking episode of CX Unplugged, Gabrielle Gonzalez is joined by Paul Rhodes to explore why human interaction still matters—especially in maintenance. While automation and AI are transforming operations, your residents still value empathy, clear communication, and trust—qualities only a well-trained, people-first team can provide.This conversation goes deep into the evolving responsibilities of maintenance teams and how equipping them with both technical skills and customer service know-how is key to elevating the entire resident experience. From conflict resolution to proactive planning, this episode sheds light on what it takes to build a maintenance culture that not only fixes problems—but also builds community.In this episode:Why does the human element matter more than ever in a tech-powered maintenance landscape?What skills are essential for maintenance teams to confidently handle resident interactions?The maintenance touchpoint is often the most impactful part of the customer journey.How can training, empathy, and strong communication elevate maintenance culture and boost resident satisfaction?🔔 Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our growing lineup of multifamily industry leaders and must-hear conversations!📰 Sign up at www.multifamilymedianetwork.com to receive our newsletter and explore our library of podcasts and blogs from today’s multifamily experts!#CustomerExperience #MultifamilyMaintenance #EmpathyInService #TechAndTouch #MaintenanceTraining #ConflictResolution #ProactivePlanning #CXLeadership #HumanConnection #PropertyManagement

    48 min

  8. 07/08/2025

    020 - One Star, Five Topics: Breaking Down a Brutal Review

    What can a one-star review teach us about customer experience in multifamily housing? In this raw and revealing episode of CX Unplugged, host Gabrielle Gonzalez unpacks a scathing resident review—not as a rant, but as a roadmap to the real issues that too often go ignored.From maintenance accountability to the emotional weight of security deposit deductions, Gabrielle breaks down what property managers can learn when residents speak out. This isn’t about finger-pointing—it’s about listening, learning, and leading with empathy. If you’ve ever wrestled with the gray areas of move-out charges or wondered how small decisions impact big reputations, this episode is for you.What’s covered in this episode:Why do negative reviews deserve more than just damage control?What move-out policies and communication practices can make or break resident relationships.The smallest charges—like for scuffed paint or overlooked items—can leave a lasting negative impression.How transparency, empathy, and follow-up improve trust and reduce future complaints.Click subscribe to @MultifamilyMediaNetwork on YouTube and stay up to date on our vast network of multifamily professionals hosting podcasts on all the industry hot topics!👉 Visit www.multifamilymedianetwork.com to sign up for our newsletter and explore our extensive library of podcasts and blogs from today’s multifamily leaders!#CXUnplugged #PropertyManagement #CustomerExperience #ResidentSatisfaction #OneStarReview #MoveOutExperience #SecurityDeposit #MultifamilyCX #TenantRelations #ServiceImprovement

    20 min
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About

For far too long the handling of customer matters has been considered a soft skill. Successful companies today recognize that the customer experience is king, or from my perspective is QUEEN! Tune in for real life stories about missteps and masterful manifestations in the world of multifamily. In this series you will hear from me and other industry experts about how prioritizing the Customer Experience led to success!

Information

  • Creator
    Gabrielle Gonzalez
  • Years Active
    2024 - 2025
  • Episodes
    28
  • Rating
    Clean
  • Copyright
    © Gabrielle Gonzalez
  • Show Website
    CX Unplugged