1,877 - Is Multifamily PropTech Losing Its Edge? Lessons from Starbucks’ Customer Experience Revamp

In this episode of Multifamily Collective, Mike Brewer dives into a thought-provoking post by Brendan Wallace, CEO of Fifth Wall, on how Starbucks lost its way in the customer experience (CX) space. As a longtime Starbucks fan, Mike shares firsthand observations on how the coffee giant's customer experience fell short—from dirty stores to impersonal service—and how similar issues are showing up in the multifamily industry. Mike examines how the multifamily industry's rapid adoption of PropTech is reshaping the customer experience, but not always for the better. With too many platforms, endless logins, and integration issues, leasing agents often act as tech support instead of providing meaningful service. Mike calls on multifamily leaders to focus on a seamless, customer-centered experience and to learn from Starbucks’ mistakes in over-complicating their CX. He promises to keep an eye on Starbucks' recovery strategies and share any actionable insights here on Multifamily Collective. Visit MultifamilyMediaNetwork.com for more insights and updates. If you enjoyed this episode, please like, subscribe, and share! For more engaging content, explore our offerings at the https://www.multifamilycollective.com and the https://www.multifamilymedianetwork.com. Join us to stay informed and inspired in the multifamily industry!