Customer Journey Mapping

Good morning! 

This week has been filled with both professional and family engagements. I had the opportunity to connect with our team during an all-hands meeting, ensuring everyone is aligned and supported. On the personal front, it was a delight to spend time with my brother, niece, and nephew during their visit. Balancing these moments of connection at work and with family continues to be rewarding and fulfilling.

— Lucas Robinson, Founder & CEO at BudgetMailboxes.com

🎯 This Week’s Strategy:

• Customer Journey Mapping

🌐 Boardroom Brief:

• Condo Owners in Brentwood Complain About Skyrocketing HOA Fees

Strategy

🎯 Customer Journey Mapping

For this week's edition of the HOA Leaders' Brief, we’re exploring a strategy that can significantly enhance your understanding of and engagement with residents: Customer Journey Mapping. This approach allows HOAs to visualize and improve the experiences residents have from the moment they move into the community to their ongoing interactions with HOA services and amenities.

Introduction to Customer Journey Mapping and Its Benefits

Customer Journey Mapping is a strategic tool that helps organizations understand the various touchpoints and experiences that customers—or in this case, residents—have with their services. By mapping out these interactions, HOAs can identify pain points, streamline processes, and enhance overall satisfaction. The main benefits include improved communication, increased resident engagement, and more efficient service delivery. For HOAs, this means creating a more cohesive and responsive community environment.

Guide to Implementing Customer Journey Mapping in an HOA Context

1. Identify Key Touchpoints: Start by identifying all residents' major interactions with the HOA. This can include moving in, paying dues, attending community events, accessing amenities, and resolving issues.

2. Gather Resident Feedback: Conduct surveys, hold focus groups, or have one-on-one conversations with residents to gather insights about their experiences and expectations at each touchpoint.

3. Create the Journey Map: Visualize the journey by creating a detailed map that outlines each interaction and the associated emotions, challenges, and outcomes. This can be done using digital tools or even simple pen and paper.

4. Analyze and Identify Opportunities for Improvement: Review the journey map to identify any pain points or areas where residents' experiences can be enhanced. Look for patterns or recurring issues that need addressing.

5. Develop Action Plans: Based on your analysis, create specific action plans to improve each touchpoint. This might involve staff training, process changes, or new communication strategies.

Implementation Tips: Strategies for Effective Customer Journey Mapping

• Engage Stakeholders: Involve board members, property managers, and even residents in the mapping process to ensure diverse perspectives and comprehensive insights.

• Use Technology: Leverage digital tools and software to create and maintain your journey map. This makes it easier to update and share with stakeholders.

• Regular Reviews: Periodically review and update the journey map to reflect any changes in processes or resident feedback. Continuous improvement is key to maintaining a positive resident experience.

• Communicate Changes: Keep residents informed about any changes or improvements made based on their feedback. This transparency builds trust and shows that the HOA values their input.

By adopting Customer Journey Mapping, HOAs can better understand resident needs and create a more responsive and satisfying community experience. This strategic approach enhances resident satisfaction and fosters a stronger, more engaged community.

Boardroom Brief

Condo Owners in Brentwood Complain About Skyrocketing HOA Fees

Condo owners at Brentwood Forest Condos in Brentwood, Missouri, are expressing frustration over significant increases in their monthly homeowners association (HOA) fees. This year, fees have seen steep hikes, with some residents reporting their fees doubling to $750 per month.

Mary Ann Moore, a board member at Brentwood Forest Condos, explained that a series of unexpected costs have driven these increases. December's one-time assessment covered urgent engineering work and foundation repairs. Additionally, insurance costs have risen sharply, impacting the entire condo market nationwide. The board has also faced challenges with insurance premium payments, leading to using reserve funds, which now need replenishing.

The board assures residents that these measures are temporary, with fees expected to decrease in January. Meanwhile, they are collaborating with a certified engineer to plan future maintenance and manage costs effectively. This situation highlights the complex financial pressures HOAs can face and the importance of transparent communication with residents.

Game

🎉 Fun Finale: Play & Poll