Reaching customers online is more important than ever, especially since the COVID-19 pandemic has more of us working and shopping online while we’re home. As the world moves quickly to digital, integration between businesses can make the consumer experience intuitive and more easier than ever before. Businesses today stove to offer convenience and value to every visitor as they increasingly recognise the importance of providing a quality consumer experience online.
What is a Quality Consumer Experience?
Offering a quality consumer experience means making things easier for visitors to your website and social media channels. For example, ensuring your website is easy to navigate, pleasant to look at and provides valuable information. How easy is it to find your contact info? How quickly can visitors make an enquiry? Most importantly, how quickly can you respond?
Great Communication is Key
Even today not all online enquiries are responded to, or 3 days late when the consumer has already moved on. Elevating your brand and service level is key to impressing the online consumer.
As soon as a potential customer gets in touch online, it’s an opportunity to build a relationship with them. Every email is an opportunity to promote your brand and unique value proposition. This can be easy with smart, automated email responses.
Providing Valuable Information
Accustomed to convenience, consumers are more demanding than ever. If key information is difficult to find on a web page, visitors become easily frustrated. Agents must ensure property profiles feature important information prominently. This includes:
- Comparable sales and median suburb price
- Downloadable contracts
- Open times they can book into
- Appraisal requests
- Additional information about the local area including schools, shops, cafes, gyms, access to public transport, etc.
With this information, the buyer can qualify themselves. This simplifies the house hunting process, ensuring neither the consumer or agent’s time is wasted.
For home sellers providing information and resources is key. Within a given residential area, a percentage of home owners will be considering selling. Real Estate businesses need to personalise content to this audience. Examples include:
- Market insights, buyer demand, house prices, etc
- What is selling right now, how you market homes in the area
- Advice on preparing for the sale, getting your home ready, legal process
- Additional information about your team, your experience, track record, etc
With this information, people can navigate their decision making process in what is a large transaction to sell their home.
Personalise Your Customer Experience
Personalise customer experiences across your digital channels to create an impressive and lasting impression. For example, targeting users with relevant properties based on their time in life. Are they at a stage in life where they are more likely to be a renter, a first home buyer or looking to downsize?
Other ways to personalise customer experiences is by targeting them with location-specific content. For example, market reports for suburbs they reside in. Providing leads with relevant, valuable information means they’re more likely to trust you when it comes time to take an action.
Retargeting to Efficiently Capture Leads
As consumers, we tend to spend a lot of time browsing before making a purchasing decision. Retargeting allows you to nurture potential customers that visit your website. As they continue browsing, they’ll receive targeted ads from your agency. This keeps you front of mind when they’re ready to take the next step.
Contact Plezzel Today for Your Next Digital Campaign
If you want to learn more about how to efficiently capture buyer leads using digital campaigns, please get in touch with the Plezzel team.
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