Joanna Ellis | Property Management Insider

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Joanna Ellis

Joanna Ellis
President and Owner, Ellis Partners in Mystery Shopping

Joanna Ellis is CEO and Owner of Ellis Partners in Management Solutions (EPMS) and Co-owner of Renter’s Voice. Under her direction, Ellis has established itself as the premier apartment mystery shopping company in the nation, as well as a respected provider of multi-touch point resident surveys, as part of their retention-focused customer experience program. Current clients include most major apartment developers, management companies, and REITs. Through Renter’s Voice, Ellis helps clients promote and respond to authentic and objective apartment reviews. Having earned a Bachelor of Arts in Business from Texas A&M, Ms. Ellis has spent more than 25 years in the multifamily industry, and she now holds both the Certified Apartment Manager (CAM) and Certified Apartment Property Supervisor (CAPS). She is also a licensed Texas Real Estate Agent. In honor of EPMS’ reputation for integrity, the Dallas Chapter of the Society of Financial Service Professionals awarded Joanna, on behalf of the company, the 2008 Greater Dallas Business Ethics Award for mid-size companies.

Articles by: Joanna Ellis

Make Your Property a Magic Kingdom: Five Ways Disney Builds Extreme Customer Loyalty

The Disney brand is one of the most powerful in the world. Here are five ways you can add a little magic to your resident experiences to improve resident retention.

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Customer Experience vs. Company Policies: Balancing Both for Better CRM

Do your management policies empower your employees to create amazing customer experiences for prospects and residents or do they form barriers? Here are four ways to bust through customer relationship barriers and improve customer experiences.

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Resident Retention: Great Leadership Increases Loyalty and Revenue

Great property managers understand that if they can inspire their employees, then their employees will inspire their residents. The result can be one great resident experience, and lease renewal, after another.

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Resident Retention: The Difference Between Customer Satisfaction and Customer Loyalty

Just because a resident indicates a high level of satisfaction does not mean that they will be loyal to your apartment community. Customer satisfaction today is a minimum expectation, while customer loyalty is the basis for sustained profitability and growth. Where is your focus?

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Business Blogging: The Gift That Keeps On Giving

When done correctly, blogging can be a gift to your residents and your business that keeps on giving. But before jumping into blogging, here are a few things to consider.

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Does Your Company Create an “Easy Button” Customer Experience?

Customers have the choice of whether or not to do business with you. Don’t make it tough on them. Simplifying the interaction makes their choice easier. Here are five ways to help your apartment community create “easy button” customer experiences.

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Align Your Customer Experience Channels and Avoid Being a Two-Faced Business

Few business leaders see what actually happens as a customer moves from one interaction to another or from one face of a business to another. Failure to align customer experience channels such as phone, chat, online, and in person can result in a two-faced business.

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Apartment Marketing: The Impact of Physical Environments on the Customer Experience

The physical environment of a business can have a powerful impact on the customer’s experience—in a good or a bad way.

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Customer Experience: Is Your Company Engine Functioning Properly?

A business is no different than a car engine: there are many moving parts that have to smoothly operate together. When the working parts are not lubricated and moving smoothly, the parts rub against each other, create extreme friction, and tear each other apart.

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What Can American Girl Dolls Teach Property Management Companies About Emotional Engagement?

Today’s customers aren’t just purchasing your product; they are purchasing an experience and the story behind the product. And one of the best at emotionally engaging their customers is the American Girl Doll Company. Check out these three lessons and apply them to your brand experience.

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