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.

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 ?

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Key elements
• Communicate market information and new development
• Collect feedback on customer service
• Generate more revenue through referrals and repeat business
• Increase retention

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Approach on Customer Engagement
• Focus on personalized interactions
• Delight your audience
• Understanding customers' unique challenges

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Pizza Express – from QR code to iPhone App
payment

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Doing survey with your customer

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Doing client party

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Pop-By

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Personal Notes

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IOV (Item of value)

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Customer engagement is not:
• Mass marketing
• Sales
• Brand alone
• Not only Services

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Why it is important for a service provider?
• It is cheaper to engage an existing customer than find a
new customer

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What a broker can do
to increase customer
engagement?

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Social networking
• Keep in touch with your clients
• Join:
–Facebook
–Linkedin,
–Twitter

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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

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Videos (on free video site)
• Uploading property videos on YouTube
• Sharing it easily and frequently
• Get real time feedback and interaction

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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

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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

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Maintain the home
– Equipments and materials
– Seasonal tasks
– Safe and healthy home
– Property calendar

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Improve the home
– Remodel projects
– Budget & cost
– Product and brand choices
– Tax and resell documents

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Manage home risk
–Home inventory
–Property documents
–Proper level of insurance
–Fire, food and disasters

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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.

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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