Page 5 - BE Playbook Final
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In The BEginning…
STRATEGY
In early 2016, we introduced Beyond Expectations, the national Greystar customer experience strategy.
The goal? Raise awareness and promote consistency in customer satisfaction — then anticipate needs
and go beyond their expectations to thrill our residents, increase their satisfaction, and drive brand
loyalty, differentiating us from the competition.
This communication introduced Leadership was involved to share
the Beyond Expectations We developed a robust, branded page on the Team Member insights around customer satisfaction.
customer experience strategy. Portal as a one-stop resource for videos, updates, training
links, tips, and more! 5
