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In this episode of the Student Housing Matters podcast, host Kyle Finn sits down with global transformation pioneer Philipp Hahn—an advisor to companies like Airbus, BMW, and Mercedes-Benz—to explore what “customer thinking” really means on campus. Hahn argues that students judge every experience against their last best experience anywhere, not just against peer institutions.

Together, Kyle and Philipp break down the five decisive moments that shape trust and belonging in student housing, and how a customer-first mindset—combined with employee ownership—turns everyday operations into long-term impact for students.

Key Topics Covered:

• Why expectations rise across every industry—and how students bring those expectations to campus
• What the automotive sector can teach higher ed about customer journeys
• The “Five Decisive Moments” of student housing
• How employee ownership strengthens accountability and follow-through
• Why fast recovery and closed-loop communication matter more than ever

“Students don’t just buy from you—they live with you. That’s why the five moments matter even more on campus than in retail.” — Philipp Hahn

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