Lauren DeJoe Turner: Why Brand is More About The Customer Experience In Multifamily

<p>In this episode of <strong>Humans of Multifamily</strong>, Shiv Gettu sits down with Lauren DeJoe Turner, Marketing Manager at the Bainbridge Companies. Lauren shares why branding is much more than logos and color palettes. She explains how every interaction—from a leasing tour to a maintenance request—shapes the resident experience, why &quot;brand breaks&quot; hurt occupancy and renewals, and how intentional customer experiences create lasting loyalty.</p><p>The conversation also explores Lauren&#39;s career journey, lessons learned from competitive golf, leadership, personal growth, and how AI is transforming apartment search and multifamily marketing.</p><p>Whether you&#39;re in multifamily, marketing, leadership, or simply interested in building memorable customer experiences, this episode is packed with practical insights.</p><p><br></p><p>f you enjoyed this episode, like, subscribe, and share it with someone passionate about the future of multifamily.Humans of Multifamily is presented by Zuma, the AI assistant for your full-resident lifecycle. Visit getzuma.com and follow Shiv Gettu on LinkedIn.</p><p><br></p><p>Timestamps</p><p><strong>00:00</strong> Introduction &amp; Meeting Through the Multifamily Industry<br><strong>02:00</strong> What Is a &quot;Brand Break&quot;?<br><strong>04:10</strong> The Hidden Cost of Inconsistent Branding<br><strong>05:20</strong> How Brand Immersion Improves Leasing Performance<br><strong>07:00</strong> Creating Memorable Resident Experiences<br><strong>09:10</strong> Can Brand Guidelines Hurt Authenticity?<br><strong>11:00</strong> Why People Buy Feelings, Not Products<br><strong>16:30</strong> Lauren&#39;s Journey into Multifamily Marketing<br><strong>18:20</strong> Luxury Brands &amp; Lessons from Retail<br><strong>21:00</strong> Growing Up Playing Competitive Golf<br><strong>30:00</strong> Hunger, Ambition &amp; Learning to Be Present<br><strong>42:00</strong> Why Lauren Wants More Students to Discover Multifamily<br><strong>44:30</strong> How AI Is Changing Apartment Marketing &amp; Search<br><strong>48:00</strong> Building Community Through Resident Events<br><strong>52:00</strong> Advice for Young Professionals Entering the Industry</p><p><br></p>