Case Study:
Customer Experience (CX) Improvement Project

First impressions are made fast. Research shows it takes just 0.05 seconds (yep, 50 milliseconds!) for customers to form an opinion about your website.

For a rental housing community in Charlotte, interiors had been thoughtfully renovated to meet market demand, but online photo and video galleries were inconsistent and didn’t reflect the current state of the property.

In a series of verified 1–3 star reviews, customers cited inconsistency between online galleries and the actual, in-person product. Poor-quality and outdated visuals were not only confusing prospects and underselling the asset but also negatively impacting traditional search engine rankings.

Ownership relied on a third-party graphic design team who didn’t have the time or talent to deliver the necessary attention to detail.

Deliverables

A CX-first strategy was designed. Action items included:

  • Comprehensive Customer Experience (CX) Audit - all “first touchpoints” were identified

  • The business website, marketplace listings, and Google Business Profile prioritized as the highest-impact channels for updated photography, imagery + video content

  • Social media accounts and PPC campaigns were updated next

  • A national network of partnerships enabled the selection of a regional photographer who combined competitive rates with high-quality drone, exterior, and interior photography, delivered on-time and on-budget

  • A listing platforms audit revealed an unused Matterport voucher, resulting in new 3D virtual tours at a cost saving of $1,800

  • Vacant floor plans most critical to NOI were prioritized for curated AI virtual staging, to reflect a community lifestyle of hosting family + friend gatherings aligned with the property’s demographic

A redheaded Caucasian woman sits at a black table with a laptop and a cup of coffee, reading client notes for a work project.

Results

Making touchpoint improvements + showcasing the vision translated directly into traffic, tours, and signed leases. Occupancy rates achieved a 10% lift as curated and staged visuals helped convert prospects into applicants.

Working alongside ownership’s comprehensive business plan, the property’s Google Reviews average went from 3.0 to 4.2 stars in ~12 months.

Comparison of a living room before and after AI-powered virtual staging, showing an empty room in the before image and a decorated, furnished room in the after image.
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