{"id":1822,"date":"2018-01-19T18:30:00","date_gmt":"2018-01-19T18:30:00","guid":{"rendered":"https:\/\/www.realtrends.com\/blog\/2018\/01\/19\/customer-experience\/"},"modified":"2025-03-13T02:32:03","modified_gmt":"2025-03-13T02:32:03","slug":"customer-experience","status":"publish","type":"post","link":"https:\/\/www.realtrends.com\/blog\/2018\/01\/19\/customer-experience\/","title":{"rendered":"A 2018 Trend You Can\u2019t Afford to Ignore: Customer Experience"},"content":{"rendered":"<p><strong><em>\u201cThe deepest principle in human nature is the craving to be appreciated.\u201d<\/em>&nbsp; &#8211; William James<\/strong><\/p>\n<p><!--more--><\/p>\n<p>Getting a customer in real estate today can be as tough as a $3 steak. But keeping the customer can be tougher than a $1 steak.<\/p>\n<p>Competition has crept in from every corner and the market grows more and more crowded every day. What\u2019s more, customer expectations are always on the rise. They want more, better, faster \u2013 all the time.<\/p>\n<p>It\u2019s a fact not lost on businesses of all types. And some forward-thinking and super innovative companies (Zipcar, Dun &amp; Bradstreet, and Visa are among them) are already ahead of the curve by going beyond customer service and creating \u201ccustomer success\u201d departments. In essence, the job of these departments is to ensure:<\/p>\n<ul>\n<li><strong>Customers are the absolute number one priority at every turn<\/strong><\/li>\n<li><strong>The company consistently delivers above-and-beyond all customer expectations &#8212; even if it takes more time or money to do it<\/strong><\/li>\n<li><strong>Customers have an amazing experience when they engage with the company.<\/strong><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-22648 aligncenter\" src=\"https:\/\/static.hsstatic.net\/BlogImporterAssetsUI\/ex\/missing-image.png\" alt=\"customer service\" width=\"611\" height=\"408\" data-originalsrc=\"wp-content\/uploads\/2018\/01\/AdobeStock_116043939-1024x683.jpeg\"><\/p>\n<p>Think of the old saying \u201cunder promise and over deliver\u201d and then stir in lots of steroids. The end goal is this: make the customer experience so good that they will stick with the company until they die. Businesses \u2013 the good ones at least \u2013 know it\u2019s much smarter to do what\u2019s necessary to keep a customer than to attempt to win back a customer who\u2019s left.<\/p>\n<p>This customer experience trend is real \u2013 backed by research. Salesforce.com, a sales software company, surveyed 3,500 companies for its recent fourth annual state of marketing report and says nearly&nbsp;two-thirds are adopting&nbsp;customer experience efforts.<\/p>\n<p>Other revelations from Salesforce\u2019s research:<\/p>\n<ul>\n<li><strong>Over the past 18 months, 64 percent of marketing execs said their company had sharpened their focus on customer experiences because of changing customer expectations.<\/strong><\/li>\n<li><strong>About 65 percent of consumers said they\u2019d switch vendors if a seller didn\u2019t personalize customer experiences.<\/strong><\/li>\n<li><strong>A whopping 89 percent of consumers say they want companies to better understand their needs and expectations.<\/strong><\/li>\n<\/ul>\n<p>What these statistics say to me is this: Realtors need to get serious about making their customers\u2019 experiences more than memorable \u2013 they need to make their experiences astounding.<\/p>\n<p>So, how do you make their experiences astounding? <em><strong>Here are some tips:<\/strong><\/em><\/p>\n<p><strong>Be proactive, not reactive<\/strong> \u2013 Up until now, the world of customer satisfaction has been about reacting to problems customers had. But today, in the new \u201ccustomer experience\u201d economy, it\u2019s about preventing problems by ensuring the experience is not only problem-free, but also, as I mentioned earlier, astounding. To do that, carefully map out the journey customers have with you, from the first time you meet them and then at every contact point afterwards. This will help you think ahead to prevent problems.<\/p>\n<p><strong>Keep the focus on the customer at all times<\/strong> \u2013 I know, the world of real estate is crazy and things pop up all the time and it\u2019s easy to get distracted and lose focus on the customer. But remember, it\u2019s ultimately the customer who pays the bills. Keep a reminder on your desk, on your phone, in your car &#8212; something as simple as a post-it note with \u201cThe customer is always #1.\u201d Or, before you do anything, ask yourself this question: \u201cHow will this help my customer?\u201d When you take care of the customer, other problems take care of themselves.<\/p>\n<p><strong>Do a weekly research on \u201cabove and beyond\u201d service<\/strong> \u2013 The beauty of living in the information age is, well, there\u2019s a lot of information out there. So take a little time each week to find some examples of how other Realtors (and other businesses) are taking customer experiences to the next level and then up your game with what you find.<\/p>\n<p>Let me hear from you. How are you creating great experiences for your customers? Is there room for improvement? Do you think your business would improve if you were able to make the experiences better for your customers?<\/p>\n<p>&nbsp;<\/p>\n<p><em>Bubba Mills is the CEO and owner of <a href=\"https:\/\/www.corcorancoaching.com\/real-estate-coaching\">Corcoran Consulting and Coaching Inc. <\/a><\/em><em>&nbsp;an international Real Estate, Mortgage and Small Business coaching company committed to helping clients balance success in business, while building value in life.&nbsp;<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u201cThe deepest principle in human nature is the craving to be appreciated.\u201d&nbsp; &#8211; William James<\/p>\n","protected":false},"author":15802,"featured_media":4822,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[3255],"tags":[],"coauthors":[],"class_list":["post-1822","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-archive"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.4 (Yoast SEO v26.8) - 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