In this episode of Humans of Multifamily, 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 "brand breaks" hurt occupancy and renewals, and how intentional customer experiences create lasting loyalty.

The conversation also explores Lauren's career journey, lessons learned from competitive golf, leadership, personal growth, and how AI is transforming apartment search and multifamily marketing.

Whether you're in multifamily, marketing, leadership, or simply interested in building memorable customer experiences, this episode is packed with practical insights.

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.

Timestamps

00:00 Introduction & Meeting Through the Multifamily Industry
02:00 What Is a "Brand Break"?
04:10 The Hidden Cost of Inconsistent Branding
05:20 How Brand Immersion Improves Leasing Performance
07:00 Creating Memorable Resident Experiences
09:10 Can Brand Guidelines Hurt Authenticity?
11:00 Why People Buy Feelings, Not Products
16:30 Lauren's Journey into Multifamily Marketing
18:20 Luxury Brands & Lessons from Retail
21:00 Growing Up Playing Competitive Golf
30:00 Hunger, Ambition & Learning to Be Present
42:00 Why Lauren Wants More Students to Discover Multifamily
44:30 How AI Is Changing Apartment Marketing & Search
48:00 Building Community Through Resident Events
52:00 Advice for Young Professionals Entering the Industry