Customer Engagement for Real Estate Broker Manan Choksi Regional Director RE/MAX Mumbai Gujarat Maharashtra
May 09, 2015
Customer Engagement for
Real Estate BrokerManan Choksi
Regional DirectorRE/MAX Mumbai Gujarat Maharashtra
RE/MAX Mumbai Gujarat Maharashtra
What is customer engagement ?
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RE/MAX Mumbai Gujarat Maharashtra
Key elements• Communicate market information and new development
• Collect feedback on customer service
• Generate more revenue through referrals and repeat business
• Increase retention
RE/MAX Mumbai Gujarat Maharashtra
RE/MAX Mumbai Gujarat Maharashtra
Approach on Customer Engagement• Focus on personalized interactions
• Delight your audience
• Understanding customers' unique challenges
RE/MAX Mumbai Gujarat Maharashtra
Pizza Express – from QR code to iPhone App payment
RE/MAX Mumbai Gujarat Maharashtra
RE/MAX Mumbai Gujarat Maharashtra
RE/MAX Mumbai Gujarat Maharashtra
Doing survey with your customer
RE/MAX Mumbai Gujarat Maharashtra
Doing client party
RE/MAX Mumbai Gujarat Maharashtra
Pop-By
RE/MAX Mumbai Gujarat Maharashtra
Personal Notes
RE/MAX Mumbai Gujarat Maharashtra
IOV (Item of value)
RE/MAX Mumbai Gujarat Maharashtra
Customer engagement is not:• Mass marketing
• Sales
• Brand alone
• Not only Services
RE/MAX Mumbai Gujarat Maharashtra
Why it is important for a service provider?
• It is cheaper to engage an existing customer than find a new customer
RE/MAX Mumbai Gujarat Maharashtra
What a broker can do to increase customer engagement?
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RE/MAX Mumbai Gujarat Maharashtra
Social networking
• Keep in touch with your clients
• Join: –Facebook–Linkedin, –Twitter
RE/MAX Mumbai Gujarat Maharashtra
Email Marketing (do not over email)
–asking for feedback on new features–Marketing emails customers to generate leads–Emails announcing upcoming tradeshows or events
or webinars–A monthly newsletter–A quarterly or semi-annual customer survey–Marketing forgets to remove new customers from
email blasts–Auto-emails from your blog
RE/MAX Mumbai Gujarat Maharashtra
Videos (on free video site)
•Uploading property videos on YouTube
• Sharing it easily and frequently
•Get real time feedback and interaction
RE/MAX Mumbai Gujarat Maharashtra
Blog
• By targeting specific content to a specific readership
• Encourage guest participation by those in related business
• Simplify Subscriptions
• Update on Social Media (posting blogs on Facebook, Linked in, Twitter)
• Actively comment on and writing about other blog posts
RE/MAX Mumbai Gujarat Maharashtra
How he can use RE/MAX tools and techniques to increase the engagement of customer?• Updating customers about RE/MAX network
• You, your office or any other office in your city closes a deal
• Any awards you, your office, your region or RE/MAX international won
• Updating about customer’s listing
• Doing knowledge events
RE/MAX Mumbai Gujarat Maharashtra
Maintain the home–Equipments and materials
–Seasonal tasks
–Safe and healthy home
–Property calendar
RE/MAX Mumbai Gujarat Maharashtra
Improve the home–Remodel projects
–Budget & cost
–Product and brand choices
–Tax and resell documents
RE/MAX Mumbai Gujarat Maharashtra
Manage home risk
–Home inventory
–Property documents
–Proper level of insurance
–Fire, food and disasters
RE/MAX Mumbai Gujarat Maharashtra
Investor Education • Inside info for investing in various projects at soft launches
• Govt city plans and municipal projects
• Tax updates related to investors
• Returns you have given to other investors over period of time
• Special investor services you may provide.
RE/MAX Mumbai Gujarat Maharashtra
Conclusion:• Keep the conversation on with your customers in a manner that they
get valuable information from you.
• They need to know that you are in business
• They need to know you are the best professional they know
• They need to know you care about their business.
• In short: Keep in touch, Stay in business.
RE/MAX Mumbai Gujarat Maharashtra
Thank You