Description

Renewals are having a moment. In this episode, Andrew Bowen is joined by Darcey Forbes of Renew to examine the shift in multifamily toward prioritizing resident retention. Drawing on two decades of industry experience and current market data, Darcey breaks down what’s driving this movement, why it’s more than a temporary trend, and how operators can build better renewal strategies across technology, culture, and communication.

What You’ll Learn in This Episode:

• What’s fueling the rise in renewal conversion rates across the industry
• Why retention is no longer a side conversation — it’s the strategy
• How centralized and specialized teams are changing the game
• The power of forecasting vs. just measuring renewal performance
• Why “automate the routine, humanize the exceptions” is the new operations mantra
• The evolving loyalty opportunity in multifamily (and what we can learn from hotels)
• How budgeting should reflect the true financial impact of retention
• The friction points that are holding back renewal performance today

Guest Info:
Darcey Forbes
Industry Principal
Renew
Website: https://www.heyrenew.com

Host:
Andrew Bowen
ApartmentJedi.com | https://www.apartmentjedi.com

Mentioned in the Episode:

• Renew.
• UDR earnings commentary on lifetime value
• ApartmentJedi.com