Case Study: AVA Nob Hill achieves higher resident retention and a personalized sense of home with Zillow

AVA Nob Hill - Customer Case Study

AVA Nob Hill, a 185-unit AvalonBay community in San Francisco managed by Claire Eberts, faced the challenge of standing out in one of the nation’s most competitive rental markets while serving a diverse, mostly transplant resident base. With many newcomers — including international tenants and students — the goal was to create a genuine sense of home and improve resident retention in an often transient neighborhood.

Claire implemented a “Live Like You Want” approach: personalized tours, curated move-in kits with neighborhood tips and tool kits, chalkboard walls, a visible leasing-office “perch,” regular social events and a resident workshop space, and a culture that empowers her small onsite team to act quickly and compassionately. The result was stronger community bonds and measurable business impact — a 6.1% renewal increase and a 47.8% retention rate in 2014 — along with higher resident satisfaction and loyalty.

AVA Nob Hill

Claire Eberts

Community Manager and Senior Sales Leader