Build a stronger Customer Experience in Real Estate

Real estate demand has seen an ever increasing rise in India, which is driven by the urbanization and high spendable income. With this increase in demand and awareness, small to medium real estate players are finding it difficult to survive in this extensive competitive market. Today customer is far more aware and educated for making his decision. It cannot be a price war anymore which used to happen decades ago, where supply was less than demand. Today, supply is more than demand. So how do you get maximum sales with high customer satisfaction in this volatile market?

Tips

A. Understand customer buying behaviour

• Firstly we need to understand the demographics from where our consumers are coming from. There are various factors which influences. Customer buying decision such as social, cultural, personal and psychological.

• To understand these factors, capture every details of your customers from your first interaction, to truly understand your customer in person. Pull out some customer analytics on your existing customer base to strategize your marketing efforts.

B. Enhancing first experiences (Primacy)

It is rightly said that our brains most powerfully remember elements and events that come first. That’s why your first touch points of your customer has to be positive ones.

List down all your customer first touch points like:

• Website

• App

• Call Center

• Social Media Page

• Site Offices

• Print Materials

• All of these first touch points leave a positive or negative impression on your customer about your brand.

• Innovate and differentiate on all the above touch points to create a positive impression on customer’s mind.

C. Repetition

• People remember things that are repeated and that’s how customer tend to buy things. Constantly communicate with your customer and keep them well informed about your products and offers. Have an effective real estate CRM tool which will help you to communicate effectively with your customers.

D. Wow your customer

• Novel experiences make enduring positive memories. Create new experiences for your customers and surprise them at every touch point. Knowing your customer and customer needs before they say is one way you can surprise your customer. Surprise your customer by creating an immersive experiences by creating digital site offices, virtual walkthrough where they are able to make their purchase decision. Increase interest of your consumer in their product purchasing journey by enhancing their shopping experience

E. Listen to your customers

• Have a personal association with your customers by listening to their feedback and reviews at every stages. Share your customer stories which will make them feel accepted and they would be completely elevated by their experience.

The iView Edge

We believe in crafting innovative ideas and concepts in technology which can help businesses to solve their problems. One of our customers who is a new entrant in real estate market had to create a strong base where customers trust his brand and his products. With adoption of iView’s real estate solution, they saw a compelling increase in their sales by 500% and had higher customer satisfaction.