From Leases to Loyalty: Reimagining Rentals with Kevin Murphy (Renew)

In this episode of Pillow Talk Sessions, Jessica Gillingham and Kristian Lupinski sit down with Kevin Murphy, Co-founder & COO of Renew, to explore how multifamily operators can turn one of their biggest weaknesses—renewals—into a relationship-driven advantage.

💡 Highlights include:
 🏘️ Why renewals should start on day one, not 60 days before expiry
 🏨 How “hotelification” is reshaping expectations in the rental world
 📊 Why fragmented operators struggle with loyalty—and how networks can solve it
 🤖 The balance between AI automation and human service recovery
 🌍 A vision for renting as part of the American dream by 2030

Kevin’s insights reveal a roadmap for operators to build loyalty, trust, and retention in a sector that has long struggled with churn.