Why Real Estate Should Focus on Customer Experience?

Defining Customer Experience

Customer experience, also called CX, is the customer’s personal perception of a particular business or brand. It is the sum or overall result of the transactions they had with the company in which they availed a product or service. The following items are some of the customer touchpoints that are known to contribute to the customer experience:

Sales inquiries before purchase

Ease of purchase or payment process

Good after-sales care

The Importance of Customer Experience for Real Estate

Whatever the business or brand offers, the customer’s experience with any of the interactions they have when availing of the product or service will heavily impact their next move. Even if they liked the product itself, if they had a bad customer experience, they might not come back.

Improved Customer Satisfaction

First things first. The gateway to success when it comes to the customer experience is keeping the customers satisfied. Thus, a high level of customer satisfaction is the goal for every business or brand.

Increased Customer Loyalty

When the customers are happy about the product or service, they will come back. This is the benefit of improving the customer satisfaction score: retention and brand loyalty. A popular strategy that many companies use is offering rewards to incentivize the customer’s regular use of the product or service from the company.

Organic Marketing (Word-of-Mouth, Positive Reviews, and Referrals)

The mark of a top-quality customer experience is being able to turn the customers into ambassadors. When the customers promote the product or service on their own without being asked or rewarded, it means that their journey with the business or brand was exemplary. This is a bonus or added perk from putting an effort into the customer experience.

Improving the Real Estate Customer Experience

Being customer-centric is the most critical aspect of customer experience. To do this, companies need to put themselves in the shoes of their target market to be able to see their challenges. Providing efficient solutions to the customer’s problems is what will make them be loyal customers of the product or service being offered.

Maintain the traditional customer service channels

The world has unquestionably gone digital. Many traditional sales processes can now be considered obsolete. However, for real estate, the transition to fully digital means is not possible. This is why even with the race to digitization among many real estate businesses these days, do not let the in-person customer service fail and scurry potential buyers away.

Ride the Age of Automation

Automation is mainly used to improve operational efficiencies. Nowadays, it plays a big role in many businesses. Through the automation of many business workflows, more time is allotted to solving customer concerns. As they say, the technology the company uses can make or break the business. Upgraded tools can help increase the efficiency of the business, improve its customer service, and rise above the company’s competition.

Investing in Online Customer Service

Finally, real estate businesses should start to adapt to the modern-day needs of their customers. As the consumer market becomes younger, with the millennial population as the current majority, it is time to overhaul real estate’s customer experience to serve the new generation.

Strengthen Online Presence

Given that the majority of internet users are accessing the internet using a mobile device, it is imperative to strengthen the brand’s online presence using apps and websites that are usually accessed using one’s phone, such as social networking sites.

Optimize FAQs via Website or Blog

Customers’ going through multiple customer touchpoints can be avoided by providing an optimized online space where they can easily find the answer to their inquiries and concerns. This is why frequently asked questions (FAQs) pages should be regularly updated and be made accessible through the company’s websites and blogs.

Share Insightful Articles

The company’s websites and blogs are not only used to answer customer concerns, they can also be used to engage potential homebuyers through insightful blog posts that are related to real estate. These articles should be informative and potentially help the customers that need not be directly related to the company. This is a good way to establish the company’s credibility and expertise in the real estate industry.

Add Useful Tools and Functionalities

Potential homebuyers need a number of tools to help them make a decision of what property to look into among the ones in the listings. Some of the useful tools that can be added to the company’s website are mortgage calculators and currency converters. It’s also highly recommended to engage in an advanced search tool to make it easier for clients to find what they’re looking for quickly.

Experience the Best Customer Experience with Brittany!

In these ever-changing times, it’s critical to keep up with technological changes in order to provide a great consumer experience. This can translate to using new technology, streamlining processes, or intensive customer data gathering to personalize their experience. Proactively customer experience management to cater to the evolving needs of the clients will fuel the business’ growth in the long run.



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Brittany Corp

Brittany Corp

Developer of luxury homes in the Philippines