How Apartment Management Can Elevate the Human Experience (HX)

When it comes to property management, the way you interact with both residents and employees can define your success. While Customer Experience (CX) focuses on how residents perceive the services you offer, a broader perspective—the Human Experience (HX)—considers the needs of both your residents and employees.

Think of it as a simple equation:

HX = CX + EX (Employee Experience)

(HX describes a resident’s collective experience with an apartment, service, and community team.)

To create an extraordinary living experience in your apartment community, you must focus equally on making residents happy and ensuring employees feel valued. Here’s how you can achieve that balance and enhance the human experience.

What is the Human Experience (HX)?

The human experience is more than just transactional interactions or solving daily concerns—it’s about making meaningful connections. It requires apartment managers to view things holistically, considering the emotional and experiential needs of residents (your customers) and employees.

Why is this important? Cultivating a positive HX attracts and retains residents and motivates employees, creating a thriving, community-focused culture.

5 Ways Apartment Management Can Improve the Human Experience:

Enhancing the human experience in your apartment community begins by recognizing touchpoints affecting residents and employees. Here are five practical ways to prioritize HX:

1. Conduct Resident Research

How often do you listen to your residents?

Go beyond quarterly surveys and engage in meaningful conversations with residents to understand their thoughts, feelings, and pain points. Gather insights about everything from maintenance services to community events.

Actionable Example:

• Schedule quarterly “resident roundtables” where you invite preferred residents to voice opinions and provide feedback.

• Use the data to refine amenities, enhance maintenance, and adjust services to align with resident satisfaction.

Understanding your residents’ needs is the first step in creating a more personal, thoughtful living experience.

2. Consider Employee Experience

Employee satisfaction directly impacts resident satisfaction. After all, apartment managers, leasing professionals, and maintenance teams are the face of your community. It shows in their interactions with residents if your employees are overworked, undervalued, or unengaged.

Actionable Example:

• Map out your employees’ pain points by conducting one-on-one meetings or anonymous surveys.

• Take steps to alleviate these issues, whether by providing better scheduling flexibility, improving communication channels, or offering additional training and support.

By genuinely prioritizing EX, you ensure your team is motivated to provide better CX for the residents.

3. Prioritize Speed, Convenience, and Friendly Service

According to PwC. More than 70% of renters value speed, convenience, and friendly service in their interactions with property management. Whether responding quickly to a maintenance request or simplifying the lease renewal process, these small details significantly impact resident satisfaction.

Actionable Example:

• Implement user-friendly property management software that allows residents to pay rent, log maintenance requests, and communicate with the team conveniently via a mobile app.

• Train your team to approach every interaction with empathy and positivity—it’s not just what you do but how you make residents feel.

These quick wins can transform everyday interactions into moments of appreciation.

4. Create Moments of Elevation

Does your apartment community offer more than just a place to live? Moments of elevation can make residents feel joyful and engaged. These might be unexpected, delightful experiences that set your community apart.

Actionable Example:

• Seasonal Surprises:

• Coordinate small seasonal gift or surprises, such as delivering a pumpkin for Halloween or a small potted plant in spring. Personalized notes with these gifts can add a special touch.

• Art Exhibitions:

• Showcase local artists in communal spaces or host an art night where residents can create or display their work.

These experiences turn renters into long-term advocates for your brand.

5. Celebrate Achievements and Milestones

Everyone loves to feel seen and appreciated. Recognizing achievements or celebrating milestones for both residents and employees can create lasting moments of pride.

Actionable Example:

• For residents, of course, keep sending birthday cards, recognize long-term residents with small tokens of appreciation, or celebrate a special life moment.
• Surprise your team and recognize outstanding performance through unexpected gestures and team acknowledgments. Consider offering spontaneous rewards or hosting recognition shoutouts during team meetings to celebrate their achievements and dedication.

Moments like these help cultivate loyalty and foster stronger, more trusting relationships.

Why HX Matters in Today’s Apartment Market

Residents increasingly want more value in their renting experience. They don’t just want an apartment—they want to feel a sense of belonging and a genuine connection to their home and community.

Similarly, employees want to feel that their work is meaningful and recognized. When they do, it fuels engagement and motivation, leading to higher-quality service.

Investing in both CX and EX allows apartment managers to differentiate their communities from the competition while creating a thriving community atmosphere.

Bring HX into Action

From research and responsiveness to celebrating small wins, focusing on the human experience goes beyond property management basics. It’s about making your community feel like a lively, welcoming home for residents while ensuring employees are happy and fulfilled.

Are you ready to enhance CX and EX to create a better HX? Start making small but powerful changes today to transform how your community feels tomorrow.