In today’s podcast Russell Markou of Quintain Living talks to host Adam Dorrell about the growing area of CX - that of asking Resident Experience for private individuals and companies that rent living and working space.  He talks about “Home is where the heart is” - and how important the personal touch is to making sure residents are content - this impacts retaining the renter and making referrals.  Russell is Head of Operations at Quintain Living, the management and operations platform of Quintain’s Build to Rent business, effectively a platform that designs, manages, owns and operates homes for renters. Capturing Resident feedback based on Net Promoter is essential to the ongoing success of the brand. He joined the Quintain business in 2015 as Head of Operations to support the growth of Quintain Living, the management and operations platform of Quintain’s Build to Rent business, effectively a platform that designs, manages, owns and operates homes for renters – BTR is a relatively new sector in UK, renters benefit from an elevated level of customer service along with well thought out designed homes with additional amenity spaces exclusively for Residents to enjoy.   Russell talks about how his previous roles in Radisson Blu and Hilton Hotels helped shape the service expectations for joining Quintain. At Quintain, Russell oversees the operations for a portfolio of over 3,000 apartments across nine developments at Wembley Park. His original remit of 141 apartments in 2016 demonstrates the growth the business has achieved.  This is an interview that has a lot of insight into the new and growing business of build to rent, and shows how Account Experience is becoming mainstream in a number of segments.  Find out more about Quintain living. https://www.quintain.co.uk/quintainliving