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Kelley Shannon and Jenna Miller from Bozzuto join Marcia B. to discuss what it takes to create meaningful experiences for prospective and current residents. From vibe marketing to micro-moments, customer experience is about more than just the milestones of signing or renewing a lease. Kelley and Jenna highlight the “invisible” moments in between that make a difference. The conversation also explores how marketers and operators can create their own AI chief of staff, use data to anticipate residents’ needs, and promote empathy as a key skill.
Meet the guest and host
Kelley Shannon is managing director of marketing, customer experience, and revenue management at Bozzuto. Before joining Bozzuto, she led marketing strategy across global online travel sites and managed strategic partnerships at Marriott International. A frequent speaker at industry events, Kelley was named Marketer of the Year by the National Association of Home Builders and was recognized as a Woman of Influence by GlobeSt. She also serves on the Women’s Leadership Initiative steering committee of the Urban Land Institute.
Jenna Miller is vice president of customer experience at Bozzuto, where she builds data-driven strategies to reduce friction in the customer journey and elevate the renter experience, as well as pilots new technologies for marketing and operations. With a background in marketing, Jenna has 14 years of experience in the multifamily industry.
Marcia Bollinger is the senior vice president of multifamily for Apartments.com. With over 40 years’ experience in apartment lead-generation tactics, Marcia was instrumental in building the Apartments.com Network into the country’s premier internet listing site. She is the recipient of the National Apartment Association’s Lifetime Achievement Award, Certified Apartment Supplier designation, and NSC Victor Award.
About the show
Minutes with Marcia B. is a series from Apartments.com. Whether you’re a property manager, owner, or executive, join multifamily expert Marcia Bollinger as she sits down with leaders across the industry to discuss their success stories, defining moments, and personal insights. Get the real stories behind the multifamily headlines, and help your career thrive.
Subscribe to the podcast
Minutes with Marcia B. is now on all your favorite podcast apps. You can listen to episodes on the go or catch up on past conversations at your convenience.
Just search for “Minutes with Marcia B.” on Spotify, Apple Podcasts, Amazon Music, and more.
Explore other episodes
Looking for more Minutes with Marcia B.? Check out the rest:
LuAnne Acton Ross (episode 1), Jamie Gorski (episode 2), Laurie Lyons (episode 3), Melissa White (episode 4), Jennifer Staciokas (episode 5), Tony Sousa (episode 6), Lisa Taylor (episode 7), Pat Hutchison (episode 8), Matt DeGraw (episode 9), Debbie Phillips (episode 10), Sharon Hatfield (episode 11), Robert Gasteiger (episode 12), Daryl Smith (episode 13), Greg and Sloane Cerbana (episode 14), the women of NAA (episode 15), Lacy Brown (episode 16), Patrick Morin (episode 17), Char McCurdy (episode 18), Vanessa Siebern (episode 19), Devin Lusk (episode 20), multifamily charities (episode 21), Justin Godwin (episode 22), Welton McCrary and Rich Mitchell (episode 23), and Whitney Kidd (episode 24).
