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Resident Engagement Strategy: 6 things Your Teams Need to Consider

Resident engagement and resident satisfaction have never been higher on the priority lists of property developers, operators and managers. Many teams are taking the disruption of the pandemic as an opportunity to re-evaluate their resident engagement strategies, tools and software. To be successful, theses strategies need to have your resident at their core.

Our Customer Success Team have put together 6 questions to consider when thinking about resident engagement.

Questions For Your Teams to Consider When Thinking About Resident Engagement Strategies:


  1. Are your current tools increasing connections between staff and residents, to increase resident satisfaction?

  2. How do your residents want to interact with your staff? Face-to-face? Instant messaging? Email? Which channel gets a better response?

  3. Are queries being answered quickly enough? Do residents feel heard and supported by your staff? What tools and / or software could be used to support this?

  4. Are your current tools increasing connections between residents? How can they get to know their neighbours? How do they want to get to know neighbours? What social activity are your residents looking for?

  5. From enquiry, to move-in, to renewal, how are you adjusting your communication to make each resident feel valued? How are you delivering a premium service at each stage?

  6. Are you able to get data and feedback about all aspects of your performance to continue to deliver exceptional service? What tools and software could help you with this?

Spike Living and Resident Engagement

Spike Global delivers industry-leading software that connects people and properties to create attractive, efficient and engaging places for living, working and playing. Spike Living has all the features and flexibility you need to delight your residents and empower your staff, with a bespoke residential app and a fully operational management dashboard.


Spike Living consistently delivers market-leading results across key metrics including resident engagement and retention. Our software allows you to streamline building management, deliver a thriving community, drive actionable insights and increase the value of your assets.


To find out more about Spike Living download our brochure below.

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Employee Engagement Needs to Be Top of Business Leaders’ Priority Lists

As Covid-19 continues to disrupt the landscape of work, business leaders are still searching for ways to adapt to the new normal. A year into the pandemic, most workforces are still separated. Businesses are struggling to keep employee engagement high and workforces happy and healthy.


There is little doubt that the pandemic will have wide reaching and long-lasting consequences on the patterns of work. Consequently, businesses have found practical solutions that keep companies running smoothly outside of the office: Zoom, /Teams, Slack. Moreover, some businesses have even seen this disruption as an opportunity to take a new innovative approach to their digital transformation strategies, and will continue to embrace remote / flexible working once restrictions lift. However, where organisations are falling short is employee engagement, employee support and company culture.


In years past, company culture was largely built in and around the office. It was obvious where and who people could reach out to for help, if employees were struggling. Many organisations took great pride in their company culture, embedding their company values and beliefs into every corner of the office. From wellness rooms, to excellent coffee. From desk drinks on a Friday to free yoga and meditation classes. Many organisations delivered a lifestyle to their employees, not just a job.


This changing landscape left many organisations scrambling to maintain a compelling company culture and positive employee engagement.

Effects of The Pandemic and Remote Work

The unexpected transition to remote work was extremely disruptive to company culture and employee engagement. A year on, theses struggles still exist. Many employees feel disconnected from the organisations they work for, as all their support systems were ingrained into the physical office space and proximity to colleagues. Lifestyle benefits get lost in the remote translation. Include also the added stress employees are under due to the pandemic, and the landscape for employee engagement is certainly a challenging one.

Why is Employee Engagement Important?

Early research into the health implications of the pandemic in relation to mental health specifically, suggest employees were reporting reduced motivation, loss of purpose and motivation, anxiety and isolation. All factors which make employee engagement ever more important, and equally challenging.


According to a study by Gallup, employees who are engaged are 21% more productive. This takes into consideration a number of factors including better employee health, happiness and satisfaction. From an organisation perspective more productivity means lower absenteeism, higher retention and better customer service.

What Should Organisations Be Prioritising?

Organisations need to focus their efforts on building a culture of resilience within their workforces. Equipping their staff with the right skills, support systems and infrastructure in order to recover and thrive.


A recent study shows that people with close work friends were 96% more likely to say they felt “extremely satisfied with life”. Marissa King, professor of organisational behaviour at Yale, tells Axios that work friends can even boost our “sense of purpose and our intrinsic sense of motivation”. In a time where face-to-face interactions with colleagues is extremely difficult organisations should focus on digital solutions that connect their workforce socially. Moving forward encouraging employee friendships will be paramount.

Research suggests that employees expect work to be a more social environment when offices do start re-opening. Social engagement will be a big reason people to start to return to the office. Therefore, organisations need to be laying down the groundwork for social connections and friends now. 


Alongside Spike’s social forums and clubs, we have seen customers setup peer-to-peer support groups within their Spike Workplace portals, where employees can offer advice and support to one another. Employees have been using this area to reach out for support and engage with peers outside of work. 


Another important aspect to consider is health and wellness. A recent JLL study finds employees now prioritise work-life balance over a comfortable salary, and three out of four expect their employer to support their health, wellbeing and even nutrition. Organisations should be evaluating how they create a better work-life balance and looking into tools and services which can help.

Furthermore, organisations should be using their company vision and mission as a guide to get employees through these challenging times. Employees need to be reassured that their organisations are making the right decisions at the right time. Forbes notes that employees will be more engaged and feel more connected and motivated knowing that their leaders have a proactive plan to keep the company on track. Consistent, cohesive communication is key and organisations will need to find effective communication channels. 

Spike Workplace and the New Way of Working 

In response to the ongoing pandemic, Spike Global has just launched its new Spike Workplace application. The software helps companies and landlords promote a connected culture while the majority of office-based employees are working from home. The software will help companies and landlords adapt to a ‘blended’ way of working moving forward. Where we see employees cycle between remote and in-office working.


Spike’s workplace portal builds and manages buzzing, supportive communities where users can form meaningful connections. Companies can nurture the office culture virtually through social clubs, forums and events, keep occupants engaged with up-to-date news and articles. Importantly, employers can ensure staff are as settled and supported as possible by offering preventative health and well-being initiatives and support forums. Spike have also partnered with well-being provider Antidote, to offer further well-being services directly from their portal. 


Long-term social engagement to create a sense of wellbeing and identity is a key element of what the software provides.


To find out more about our Workplace portal, get in touch and a consultant will be touch shortly.

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Resident Engagement Series: Transparency & Feedback

Best Practice Resident Engagement

 

To engage with residents, property operators must focus on connecting their communities – connecting residents to staff, connecting residents to one another, connecting residents to the wider local community, and connecting residents to their buildings. However, the key to successful, long-term resident engagement is understanding your residents’ needs, and pain-points and acting proactively.  

Pro-Active Resident Engagement 

To optimise your resident engagement success you’ll need to find ways for your teams to listen to residents. With this information, you’ll want to personalise your approach by predicting initiatives that will be most effective, for example: events, additional services, promotions etc. 

 

Data is key here, as research indicates that 80% of CEOs believe they deliver a superior customer experience, yet only 8% of their customers agree. Indicating a gap between what companies think their customers want, and what they want in reality. 

 

Feedback is part of our everyday lives. Reviews will have influenced your residents’ decision in where to live. They influence your resident’s decision on whether to renew. So to build a compelling resident engagement strategy, it’s fundamental to understand where you stand with your residents at all times. Once you have the data you can identify areas that need improvement, or areas that are working well. Once these areas are identified you can act before they become problematic. This will boost your resident loyalty and improve your relationship with residents. 

Transparency

In our opinion all feedback, is good feedback. In order to keep on top of resident satisfaction you’ll need to hear the negative feedback too. Some of our customers have chosen to host ‘I’m happy’ and ‘I’m not happy’ forums on their Spike resident portals. This gives residents a clearly defined forum to voice their opinion, and gives property operators an area to reply and demonstrate changes they are making. 

 

Even the most proactive operator will have problems and complaints, however it is vital residents have an area to voice concerns and feel they are heard and are being listened to. By asking for honest feedback, your residents will feel they have a voice within your community. An engaged, loyal group of residents are likely to be more forgiving and understanding if mistakes do happen, and decreases the likelihood of these mistakes affecting retention levels.

Increase the Success of Your Marketing 

The benefits of listening to your residents go beyond resident satisfaction and retention. Once you truly understand what’s important to residents you can use these insights in future marketing campaigns to attract new residents, increasing revenue and maximising marketing budget. For example, if you know that the dog walking club within your development is extremely popular, you’d be sure to include this perk in your monthly marketing newsletter or run a marketing campaign focussing on the best dog friendly developments. Research by McKinsey has found that personalising your marketing can deliver 5 – 8 x more ROI on marketing spend.

 

Spike Living and Resident Engagement 

Spike Global delivers industry-leading software that connects people and properties to create attractive, efficient and
engaging places for living, working and playing. Spike Living has all the features and flexibility you need to delight your residents and empower your staff, with a bespoke residential app and a fully operational management dashboard.

 

Spike Living consistently delivers market-leading results across key metrics including resident engagement and retention. Our software allows you to streamline building management, deliver a thriving community, drive actionable insights and increase the value of your assets.

 

To find out more about how Spike could help your business, get in touch and a member of the team will be in touch shortly.E

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The move towards a ‘blended’ way of working

According to Property Week’s 2020 Power of Proptech survey, just 5.1% of the UK workforce worked primarily from home in 2019, despite improving technology making it a viable possibility. Fast forward twelve months and working from home has become the norm. Although a recent survey found that three in five British employees are itching to get back to the office , many participants say they would like to work from home more often once the pandemic is over. Also, 82% of real-estate companies and office providers are looking to invest in home working and digital meeting tools in the near future, also according to Property Week’s 2020 Power of Proptech survey. 

WHAT DOES THIS MEAN FOR THE FUTURE OF WORK? 

It’s reported that companies like Microsoft and Google will be adapting a ‘hybrid’ working model of three days in the office, and two days from home. Other companies, such as Twitter, are telling employees that they can work from home permanently, if they wish. What we’ll see once lockdowns lift, is a blended pattern of working. Employees will cycle between in office and at home working. 

The shift towards flexible working, experts say, hasn’t appeared only because of the pandemic. Companies for years have considered adapting policies to suit their modern workforce and better support the work life balance. What has held a lot of companies back in the past, was the flexibility vs productivity debate. A debate which has been largely been put to bed over the last 12 months. 

WHAT DOES THIS MEAN FOR THE FUTURE OF THE OFFICE?

A recent JLL survey of 2,000 office workers in 10 countries shows that while work will change, the office is to remain the bedrock of working life. 74% of respondents want the ability to come into an office, albeit not every day. Interestingly, almost half of surveyed employees expect offices to have social areas in the future. Indicating that they want to spend time with co-workers outside of traditional work. 

CHANGING ATTITUDES

This aligns with the shift towards prioritising employee health and wellbeing, driven by a shift in attitude from employees. According to further JLL research, employees now prioritise work-life balance over a comfortable salary. Three out of four expect their employer to support their health and wellbeing.

Research by employee benefits provider Unum has found 86% of UK employers surveyed are also changing their approach to wellbeing in light of the current pandemic. 95% of employers say it has impacted their need to make people employees feel more protected and supported. Many employers say they are to focus their health and wellbeing strategies on preventative measures, like mental health advice and support.

SPIKE WORKPLACE AND THE NEW WAY OF WORKING

In response to the ongoing pandemic, Spike Global has just launched its new Spike Workplace application. The software helps companies and landlords promote a connected culture while the majority of office-based employees are working from home. The software will help companies and landlords adapt to a ‘blended’ way of working moving forward. Where we see employees cycle between remote and in-office working.

Spike’s workplace portal builds and manages buzzing, supportive communities where users can form meaningful connections. Companies can nurture the office culture virtually through social clubs, forums, and events, keep occupants engaged with up-to-date news and articles. Importantly, employers can ensure staff are as settled and supported as possible by offering preventative health and well-being initiatives and support forums. Spike has also partnered with well-being provider Antidote, to offer further well-being services directly from their portal. 

Long-term social engagement to create a sense of wellbeing and identity is a key element of what the software provides.

To find out more about our Workplace portal, get in touch and a consultant will be touch shortly.

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Resident engagement series: What is resident engagement?

Before COVID 19, placemaking, community management and resident engagement was a topic beginning to rank higher on the priorities of developers, property managers and agents everywhere. 

Then… the pandemic happened and local community became ever-more important. 

What we are seeing now is a switch from community being seen as a luxury to being seen as a necessity, by both developers and residents. Across our portfolio we’ve seen social engagement increase dramatically over the last 12 months.

Which is why we have put together a series of articles to help the industry prioritise and grow their resident engagement strategies, to meet the changing needs of residents and potential residents. 

WHAT IS RESIDENT ENGAGEMENT?

Resident Engagement is a strategy focused on increasing connections between your property offering, and your residents. Resident engagement represents the levels of enthusiasm and connection residents have with the places they choose to live. It’s a measure of how residents positively interact with activity connected to your property, and a sign of how committed they are to staying there. Importantly, it’s an outcome that depends on the actions lead by property operators, managers and or/owners.  

Initiatives can incorporate anything from social events, to software implementation, depending on your strategy and focus. The aim is to ensure residents are positively engaging, and are as emotionally connected to where they live, as possible.  

Some popular strategies property operators and owners focus on include: 

  • Keeping residents connected to on-site staff  
  • Creating community by connecting residents to one another 
  • Offering helpful, additional services to enhance residents day-to-day lives (e.g. Cleaning) 
  • Enhancing your online reputation 
  • Streamlining rental / purchasing journey   
  • Improving building management efficiency 
  • Improving the overall resident experience 

WHY IS RESIDENT ENGAGEMENT IMPORTANT?  

Resident Engagement goes hand-in-hand with increased resident satisfaction. Maintaining high tenant satisfaction is top priority for 97% of facility and real estate managers

It’s widely accepted that consumer satisfaction is essential to long-term business success, and is one of the most frequently researched topics in marketing (e.g. Jones & Suh, 2000; Pappu & Quester, 2006).  

More specifically, Research shows that resident engagement is essential for retaining residents. In a recent study, 77% of consumers say that engagement programs make them more likely to continue doing business with a brand. Positive resident engagement leads to signed renewalsincreased revenue and a better reputation.  

By embedding resident engagement tactics into your sales / rental processes it can directly affect new revenue also. It is widely accepted that satisfied consumers are less price sensitive, less influenced by competitors’ messaging and loyal to the firm longer than dissatisfied customers (Dimitriades, 2006).  

In 2021 the modern consumer expects more than just a place to live, and they are willing to shop around, and do their research to find what they’re looking for. Respondents rated the importance of the online reputation of the management company managing their development community at a high of 7.85 on a 10 point scale

To remain competitive, property operators, owners and managers must prioritise resident engagement to maximise retentionrevenue and reputation.

Resident engagement has become ever-more important over the last 12 months, as people are spending considerably more time at home. Social distancing measures also mean people are at a higher risk of loneliness, especially in single person households. By supporting your residents though these uncertain times, brand loyalty is built and will be remembered. Operators who go above and beyond for their residents will be the leaders of tomorrow.   

To find out more about how Spike could help improve your resident engagement, retention and reputation, get in touch and a member of the team will be in touch shortly. 

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How PropTech brought communities together in 2020

Before Covid, placemaking and community involvement had become popular with developers, with Build To Rent (BTR) providers really leading the charge. Operators were hosting community parties, fitness classes and even community poker clubs, where residents could come together and get to know their neighbours. Resident engagement was a topic beginning to rank higher on the priorities of marketeers, agents and developers everywhere.

Furthermore, operators were looking to implement resident engagement PropTech to strengthen their strategies.

Then… BANG.

We find ourselves in a global pandemic. Travel was off the cards, interaction outside your household was limited and local community became ever-more important. Standing at our front-doors every Thursday evening to clap for the NHS and key-workers became a highlight, and seeing your neighbours doing the same thing was an important reminder that we were not alone.

Technology became a lifeline.

Businesses could run remotely, children could access vital education resources from home and we could keep in touch with loved ones. I’m also sure we can all relate with joining Facebook groups, following Instagram hashtags or finding locals on Twitter, wanting to feel more connected.

In the case of Spike’s residents, they took to their Spike Living portal. Spike’s Customer Success Team helped Providers put together lockdown strategies. This included the set-up of COVID specific forums for residents to support one another and find out important information. The forums showcased neighbours supporting neighbours within blocks and schemes and really helping each other through the crisis.

Toilet roll? Yes, I’ve got it – which number are you? I’ll leave it outside.

Anyone fancy a cupcake? I’ve baked 12, I’ll leave them in reception – enjoy!

How are people managing home schooling? I’m exhausted.

Anyone free for a zoom and a glass of wine?

We could see our communities coming into their own. Friendships were blossoming and more importantly residents were finding the support they needed.We saw community engagement across our portals rise by over 700% during the first lockdown.

As well as connecting residents to one another our portals kept residents connected to developers, property managers, concierge and front-of-house staff. With the aid of the app, communication lines and building management could still exist. With face-to-face interactions off the cards, it proved crucial.

Changing attitudes

We’ve received great feedback on the importance of our PropTech for residents and businesses alike. In our conversations since, we have spoken to many developers who cite PropTech like ours not as a luxury but as a necessity in developing homes and creating communities. Our client list has more than doubled in this period, which is testament to this.

When people come to search for their new home, it’s not all just about aesthetics or even the amenities. Residents are increasingly interested in the added bonuses – who are their neighbours, what is the community like, how good are the local services, what support is available and, by moving into a new home how it will add to their lifestyle.

Like everyone, we are continuing to reflect on the lessons of lockdown. Looking internally at how processes can be improved, how things can be streamlined to ensure our app is user friendly and current, and looking at ways we can increase efficiency.

As we head into a series of tiered systems and lockdowns, communities will once again rise as we tackle the hurdles ahead.

To find out more about how Spike could help connect your communities, get in touch and a member of the team will be in touch shortly. 

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Resident Software – Six tips for a successful launch

Covid-19 has accelerated the uptake of resident software and PropTech in general. To remain competitive many operators are looking to implement new resident software platforms to best serve their residents’ needs.

Operators are looking to increase building management efficiencies whilst also growing resident engagement and community. Our Client Success Team share six valuable tips on things to consider throughout your implementation journey.

THINK BEYOND COVID-19 – HOW WILL RESIDENTS USE THE SOFTWARE ONCE THE PANDEMIC ENDS?

It might be hard to imagine, but the Covid-19 crisis will pass and the world will go back to a version of normality. Although, people’s attitudes and priorities may have changed. Therefore, it’s important to consider your residents needs after the virus passes. How will your new resident software work post Covid-19, and what are all the different touch points you need to consider?

This could mean a variety of different things: a better booking system for hot desks to facilitate more flexible working. A solid, instant communication platform to ensure your residents feel supported and safe, or simply more community engagement initiatives so help residents get to know neighbours. It’s vital to prioritise these needs and build them into your strategies moving forward. 

WorkflowsUSE THE LAUNCH AS AN OPPORTUNITY TO RE-EVALUATE WORKFLOWS AND PROCESSES.

If you’re looking seriously at implementing new software, it’s probably a great time to audit your workflows and processes. Are you doing things the most effective way, or is it just the way you’ve always done things?

Survey your staff and listen to their needs and concerns. Furthermore, ask your new software suppliers for any recommendations, they’re usually very happy to help and are full of wisdom from other implementation projects.

UTILISE THE CUSTOMER SUCCESS TEAM.

Reputable software providers will offer support in implementing your new systems. Ensure you setup a meeting with the Customer / Client Success Team as soon as possible to discuss your launch and implementation strategy. The team will be full of ideas for the long-term success of your resident software. They can usually help with everything from technical implementation to content and event ideas.

 

PLAN A LAUNCH EVENT (EVEN IF IT’S REMOTE) AND HAVE A LAUNCH STRATEGY IN PLACE

Your new resident software is going to benefit both your staff and your residents. In order to maximise the potential of the software you need to get both groups excited, and on-board. At Spike we recommend planning the launch in advance and having some sort of launch event, even if restrictions mean this has to be remote. Take this event as an opportunity to showcase the benefits of the software and how it’s going to make their lives easier.

LISTEN TO YOUR RESIDENTS, EVALUATE THE DATA AND IMPROVE.

Once your software is live it’s easy to think that the work is done, however it’s important you continue to listen to your residents and adjust your strategy accordingly. Resident Software is a fantastic tool for listening and gathering data. Use these insights to continue improving and get the most out of your investment.

phoneinhandCHOOSE THE RIGHT SUPPLIER.

When you’re looking at new software it’s important you consider more than just the technology. Does the company have the on-going support you need? Are they flexible and willing to help you problem solve? What do their customers say about them?

You’re going to be working with your chosen company for a long time. It’s important the relationship is the right fit for you and your business. 

How could Spike help your business?

Spike Global delivers industry-leading software that connects people and properties to create attractive, efficient and engaging places for living, working and playing. 

Working across residential and commercial sectors, our unique market insights help us consistently achieve industry-leading results that maximise occupancy, revenue & profit.

We understand what it takes to make resident software successful. We have a proven track-record of delivering real, tangible results with more than nine years experience in launching and operating property software worldwide. 

Want to find out more about Spike Global? Get in touch and a member of the team will be in touch shortly.                                                                          

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Tenant Engagement Software and getting workforces back to the office

Monday August 3rd, marked an important milestone in the COVID-19 crisis, as people were encouraged to return to the office for the first time. However, many organisations choose to keep their workforces at home. We then saw a series of tiered restrictive systems followed by two full national lockdowns, meaning office working was off the cards once again. 

As we look towards the future with cautious optimism businesses are starting to plan their return to the office. Studies indicate people will not return until they are reassured it’s safe to do so. Could tenant engagement software be key to getting people back to the office?

Blended working  

A recent survey found that three in five British employees are itching to get back to the office. However, many participants say they would like to work from home more often once the pandemic is over. This indicates that people see the benefits of working from home, but the argument simply isn’t as straight forward as one or the other. Moving forward offices will need to cater for a hybrid workforce. 

As occupants cycle between remote and in-office working, its critical landlords build occupant confidence with communication and the right systems in place. Occupants will expect more information, safety processes and clear communication from landlords and building managers. Buildings will need to adapt operations to ensure a safe, clean working environment for occupants.

Alongside operational challenges businesses will need to engage workforces remotely, finding ways to build company culture despite this new way of working. 

Evolution of the office

The COVID-19 pandemic accelerated the evolution of the office. As a result, technology is playing important role in keeping productivity high and workforces happy and safe. 

Asset-owners need to understand people’s priorities have changed as a result of the pandemic and adapt quickly to remain competitive. They need to position the office as a connected, safe and inclusive environment for occupants who are in the office or at home, and rebuild their trust. 

By offering tenant engagement software that connects occupants to staff a the touch of a button, has contact free hot desk and meeting-room booking systems and social clubs and forums which encourage peer-to-peer relationships, asset-owners can reassure businesses and support occupants in these uncertain times. 

Spike’s Tenant Engagement Software, Spike Workplace, combines tenant engagement and building management functionality. The software keeps occupants engaged whilst improving building efficiencies. 

SPIKE WORKPLACE AND THE NEW WAY OF WORKING

In response to the ongoing pandemic, Spike Global has just launched its new Spike Workplace application. The software helps companies and landlords promote a connected culture while the majority of office-based employees are working from home. The software will help companies and landlords adapt to a ‘blended’ way of working moving forward. Where we see employees cycle between remote and in-office working.

Spike’s workplace portal builds and manages buzzing, supportive communities where users can form meaningful connections. Companies can nurture the office culture virtually through social clubs, forums and events, keep occupants engaged with up-to-date news and articles. Importantly, employers can ensure staff are as settled and supported as possible by offering preventative health and well-being initiatives and support forums. Spike have also partnered with well-being provider Antidote, to offer further well-being services directly from their portal. 

Long-term social engagement to create a sense of wellbeing and identity is a key element of what the software provides.

To find out more about our Workplace portal, complete the enquiry form below and a consultant will be touch shortly.

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Resident Engagement – 5 Tips to Strengthen yours

As Spike’s Community Manager, I’ve pulled together five simple things PRS operatorsproperty managersasset managers, developers and home builders should consider when putting together a resident engagement plan. These actions will boost engagement levels and ultimately help you nurture content, loyal residents who want to occupy your spaces for longer. 

COVID-19 has disrupted every aspect of our lives. For many this change has provoked a priority shift and attitude change. In order to stay competitive, businesses must adapt to these changes and support their residents through these uncertain times. 

Resident Engagement Tips

1. Think beyond traditional face-to-face events.

Six months ago events were likely a large part of your resident engagement strategy. Even with restrictions lifting, residents and staff will be cautious of mass gatherings. Despite restrictions we’ve seen some fantastic innovation with community engagement initiatives. These examples prove it’s still possible to rally together as a community, even from a safe social distance. Moda Living for example hosted a pizza night for their residents, which was launched through their Resident App, My Moda. Moda partnered with a local Italian restaurant to deliver a pizza to each resident who’d signed up, as a treat from Moda. This small act of kindness supported their local community and made residents feel less alone and supported. In the midst of lockdown this was a real boost for their community. 

2. Establish open lines of communication between your staff and residents.

On-site teams play an important role in nurturing your residential community, even if they’re not onsite all the time. Residents need to feel comfortable in approaching staff about problems and/or worries, and feel issues are dealt with quickly and efficiently. After all, happy people make happy spaces and feelings of dissatisfaction can be very disruptive.

Some of our client’s have chosen to set up ‘I’m happy’ and ‘I’m not happy’ forums in their Resident Apps. Residents can then post issues or praise accordingly. Although this might sound risky it gives operators the right to reply to any complaints as a result, and keeps the problem contained. Moreover, it offers residents complete transparency which then translates into trust and loyalty. 

3. Empower residents to socialise outside of organised activities.

Although organised activities and initiatives are important, there will be residents who prefer to socialise with neighbours on their own terms and in their own time. It’s important to give your resident’s choice in how they interact. Since the start of lockdown in March we’ve seen an incredible 700% rise in social interactions across our resident portals. These interactions include comments, likes and messages on social forums and clubs. We’re now seeing these digital interactions  transforming into face-to-face friendships. What is even more encouraging, for instance, is that residents are now creating these forums themselves, creating micro-communities. We’ve seen everything from charity bake-sale forums to poker clubs being created as a result. 

4. Listen to your residents.

Many make the mistake of assuming they know what their residents want, and create a strategy around these assumptions. As a result these efforts are often wasted. Invest in really getting to know your residents. This can be done in a number of ways; Fizzy Living created a service where residents can reach out to their buildings managers to book an hour slot to discuss their life at Fizzy. Building managers then come away with actionable insights to implement moving forward and residents feel heard. Another simple way to do this is by tracking and analysing data from your resident portal, identifying popular subjects, events, discussions and pain-points. 

5. Plan, Track, Analyse, Plan 

Despite the ever-changing landscape it’s still important to plan ahead when it comes to resident engagement. Our in-house Community Engagement Team put together a monthly engagement plan with our clients to map out key activities. Following this, the teams meet at the end of the month to analyse data, spot trends and make changes accordingly. This approach is instrumental in the success of portals. As a result this allows our client’s so stay one step ahead.

To find out more about how Spike could help improve your resident engagement, retention and reputation, get in touch and a member of the team will be in touch shortly. 

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Community Engagement Growth Across Spike

Since February – the last month prior to lockdown – engagement on Spike Living saw over a sevenfold increase in the volume of posts, shares and interactions (March; 712%, April; 680%), covering community outreach, social forums, events and bookings, from a cross-section of our portals. 

Our Community Engagement team have been working with clients to ensure their residents are supported throughout these uncertain times and to ensure they still feel a part of a thriving community, albeit a socially distanced community. We’ve seen everything from balcony workouts to pizza parties, from wellness workshops to charity bake sales organised and advertised through our portals. As the data shows these initiatives have been extremely well received.

As leaders we need to be considering resident and staff mental health, happiness and wellbeing. Long-term social engagement to create a sense of wellbeing and identity is key to this happiness. Spike Living delivers exact that.  End users feel invested, valued and better connected to their homes or work places.

We form long-term partnerships with our client’s to help them move into this new age of community management. At Spike we offer more than just technology solutions, we work with our clients to improve their community engagement strategies to achieve their KPIs. We make it our business to understand how communities interact and we share these insights with our clients.

Want to find out more about Spike could do for your business? Get in touch and a member of the team will get back to you.