Putting Resident Experience First in Multi-Family with Fatima Dicko, CEO of Sugar
This is one of the those interviews that when you finish listening, you say to yourself, "that's such a smart idea." Fatima Dicko, CEO and founder of Sugar, is leading the charge in helping onsite managers and owners put resident experience first.
Defining and measuring resident experience is still in the early stages for many multifamily owners and operators. Some have adopted a more well-known metric—NPS (net promoter score). The NPS essentially helps measure how sharable a product and/or service is. But is that enough for on-site managers? Does that accurately reflect the property, amenities, responsiveness of staff, and the overall satisfaction of living at a community?
Sugar aims to bring all that and more in an app designed with residents in mind—first.
In this interview, Fatima breaks down the core offering of Sugar (digital call box, rent payments, building access controls, and events management). We also get into some of the industry trends and potential barriers the Sugar team is having to overcome in gaining traction in the market.
More about Fatima and Sugar
Fatima Dicko is the founder & CEO of Sugar, a platform that helps apartment residents feel more at home. Before Sugar, Fatima spent 5 years at P&G as a senior engineer on a product team developing products 3-10 years away from market.
Fatima came to the U.S. from Mali at a young age and grew up in New York City, receiving her B.S. in Chemical Engineering from Columbia University and MBA from Stanford Business School.
Fatima is a frequent mentor and volunteer for organizations such as Built By Girls, Black Girls Code and MLT. She was named as '18 Inspiring Women to Watch' by Inc and listed on the 2021 Forbes 'Next 1000' list. She has also been featured in TechCrunch, Business Insider, Crunchbase, Black Enterprise and CNBC.
Sugar allows residents to pay rent, unlock doors, socialize with neighbors and easily communicate with management - all inside a single app. By elevating the residential experience at their properties, Sugar helps managers attract new residents, increase lease renewal rates and introduce additional revenue streams.