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Customer Engagement for Real Estate Broker


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Customer engagement is the engagement of customers with one another, with a company or a brand.The medium of engagement can be online or offline. This PPT is to provide you information about what is …

Customer engagement is the engagement of customers with one another, with a company or a brand.The medium of engagement can be online or offline. This PPT is to provide you information about what is customer engagement and why is it important.

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  • Customer engagement (CE) is the engagement of customers with one another, with a company or a brand. The initiative for engagement can be either consumer- or company-led and the medium of engagement can be on or offline.
  • Key element to run your business successfully is to have good customer engagement strategy.
  • Pizza Express’ multichannel QR codeNothing makes an idea or concept come to life better than a story or an example. Over the last six months(August 15, 2011) the rise of QR codes for multichannel customer engagement and marketing has reached a tipping-point. Providing an easy way to use a smartphone to scan a small code in the real world and immediately access information or a service online means QR codes have started to crop up on posters, newspapers and even TV ads.
  • Coca-Cola came up with the perfect way for a brand to be 'on the way, not in the way' of people's lives. Coca-Cola always goes beyond their core product and finds a way to engage with their customers and tap into emotions to set themselves apart.
  • This first strategy is the most obvious of them all and one that most of you probably employ today.  So, the advice we have isn’t that you should be emailing your customers, it’s that you need to do it well.  What I mean by this is you need to make sure you don’t over email your customers.  This can lead to email fatigue, where your customers start to ignore your messages, or worse, create a filter to automatically archive them.So, step one in any successful email customer engagement strategy is to understand who in your organization is emailing your customers.
  • Transcript

    • 1. Customer Engagement for Real Estate Broker Manan Choksi Regional Director RE/MAX Mumbai Gujarat Maharashtra
    • 2. RE/MAX Mumbai Gujarat Maharashtra What is customer engagement ?
    • 3. 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
    • 4. RE/MAX Mumbai Gujarat Maharashtra
    • 5. RE/MAX Mumbai Gujarat Maharashtra Approach on Customer Engagement • Focus on personalized interactions • Delight your audience • Understanding customers' unique challenges
    • 6. RE/MAX Mumbai Gujarat Maharashtra Pizza Express – from QR code to iPhone App payment
    • 7. RE/MAX Mumbai Gujarat Maharashtra
    • 8. RE/MAX Mumbai Gujarat Maharashtra
    • 9. RE/MAX Mumbai Gujarat Maharashtra Doing survey with your customer
    • 10. RE/MAX Mumbai Gujarat Maharashtra Doing client party
    • 11. RE/MAX Mumbai Gujarat Maharashtra Pop-By
    • 12. RE/MAX Mumbai Gujarat Maharashtra Personal Notes
    • 13. RE/MAX Mumbai Gujarat Maharashtra IOV (Item of value)
    • 14. RE/MAX Mumbai Gujarat Maharashtra Customer engagement is not: • Mass marketing • Sales • Brand alone • Not only Services
    • 15. 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
    • 16. RE/MAX Mumbai Gujarat Maharashtra What a broker can do to increase customer engagement?
    • 17. RE/MAX Mumbai Gujarat Maharashtra Social networking • Keep in touch with your clients • Join: –Facebook –Linkedin, –Twitter
    • 18. 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
    • 19. 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
    • 20. 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
    • 21. 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
    • 22. RE/MAX Mumbai Gujarat Maharashtra Maintain the home – Equipments and materials – Seasonal tasks – Safe and healthy home – Property calendar
    • 23. RE/MAX Mumbai Gujarat Maharashtra Improve the home – Remodel projects – Budget & cost – Product and brand choices – Tax and resell documents
    • 24. RE/MAX Mumbai Gujarat Maharashtra Manage home risk –Home inventory –Property documents –Proper level of insurance –Fire, food and disasters
    • 25. 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.
    • 26. 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.
    • 27. RE/MAX Mumbai Gujarat Maharashtra Thank You