Provide an excellent experience across all your channels

As an estate agency, like most businesses in 2022, your customers probably converse with you across a range of channels. From calling you on the phone through a property portal, to engaging with your teams on social media, there has never been so many ways for consumers to get in touch.

The convenience of this for customers is great and often results in more leads, a win-win, but it also poses a problem for businesses.

How can you ensure that every customer experiences the same great service regardless of the contact method they choose?

We explore below…

The rise of the multi-channel customer journey

Way back when, a vendor or buyer would only have a couple of touchpoints with your agency; in person meetings at their home, at your office, or over the phone.

Therefore, ensuring a town centre branch location with a welcoming feel and employing personable staff with good phone manners would maximise your chances of landing the instruction.

Fast forward to the present day. Your customers have a multitude of ways of finding and communicating with your estate agency.

The question is, are you offering the same great service across all of them?

Measuring customer experience

One of the biggest difficulties that businesses face when it comes to measuring customer experience is they only look at existing customers or those who have completed a transaction.

This means you often don’t see the bigger picture when it comes to why a customer may have chosen to go elsewhere.

To ensure success it’s wise to measure what your brand experience feels like at every stage of the customer journey.

How to ensure consistent customer delight across a range of channels

In order to provide a better experience, you need to be aware of where there may currently be issues. And quickly.

Here at KnowYourMarket we offer a range of tools that help you to measure how your customers perceive your business at every touchpoint.

Your website will often be the first place that a potential customer experiences your brand. We offer full online user experience surveys that help to understand how your visitors use your website and where any blockages may be. 

Our mystery shopping services give you the opportunity to fully evaluate your customer’s experience, and gather insights to improve your processes, and train your teams to deliver a better service.

It’s important that you measure how your customers feel throughout every stage of the service with you. While a vendor may be initially happy – for the growth of your business, it’s vital to ensure that they stay content throughout the process. Our NPS monthly tracker allows you to measure how your customers feel at every stage of working with your agency.

By having clear measures in place, you can be sure that you consistently offer an excellent service across every channel, and make improvements wherever needed.