Customer Experience is the New Brand

In the digital age, customer experience is more important than ever before. Consumers are using the internet for everything from socialising and online shopping to finding their next property. As companies increasingly recognise the necessity of delivering a quality customer experience, the race to outdo one another is on! For real estate agencies, it’s essential that every stage of the customer experience, from searching for a property to making an enquiry, is smooth and simple.

 

How Customer Experiences Have Changed

Years ago, consumers could only get in touch with a business using three methods – calling them, writing a letter or visiting the business premises in person. Eventually faxing came along and then email during the early days of the internet.

Today, there are countless ways for companies and consumers to connect including on your website, Facebook, Instagram, Twitter, LinkedIn and more. Your online presence, including the way you communicate with consumers, the type of content you post and the way other digital assets are managed all make up a crucial element of your personal brand.

 

The Power and Challenges of Customer Experiences

This situation has created new, sometimes challenging demands for businesses. It can be hard for many organisations to entice users to connect or follow them on online channels or they might expect immediate responses. Users with malicious intentions can troll or unfairly criticise you in the public limelight, potentially impacting your brand.

With seemingly countless channels to communicate to customers through, it can seem incredibly complicated to create a memorable and powerful customer experience. While that can be true at times, customers still want they same thing they have always wanted – to be taken care of.

Customers may be more demanding and want problems resolved quicker. However, that is reasonable as we have the technology and the tools to cater to these demands. The question is, does your agency have those tools and know how to use them?

 

Tips for Success

1. Invest in a technology that can assist you enhance the customer experience
2. Create consistency in your processes to create consistency for the customer
3. Train your team and give them the tools to provide the best customer experience that aligns with your brand promise
4. Be consistent

Need help? Get in touch with our team today to find out how we can help you provide a better customer experience.