Agents: 4 Reasons to Not Overlook Your Client’s Experience
In nearly every industry, there’s been a recent surge of enthusiasm and interest in consumer experience (CX). Brands are shifting their focus to producing a positive experience for their clients, and it’s completely transforming contemporary business.
Efforts are being made to produce the best possible consumer experience — and for good reason. Salesforce reports that 67% of consumers and 74% of business buyers say they’ll pay more for a great experience. On top of this, producing a positive experience for clients can have strong sales-boosting powers: 84% of organizations working to improve CX report an increase in revenue. When the stakes are this high, it’s impossible to ignore the kind of experience you’re giving to clients.
Real estate agents can greatly benefit from working to enhance their client’s experiences, as well. Let’s look at why consumer experience is so important:
Why Agents Should Focus on CX
As a real estate agent, you are your brand. The experience you give to your clients is a direct reflection of your personal brand, and it can easily stand as a make-it or break-it point for your business.
The way that clients feel about your services will greatly impact your future (including your referral business), so it’s imperative to focus on and improve the experience you’re giving to clients.
Here are a few more reasons why CX is vital for agents:
#1. Turn New Clients Into Loyal Customers
Nothing is more valuable than your clientele. When clients walk away from doing business with you, they should feel satisfied, tended to, and taken care of. The greatest takeaway that a client will have will be the way you made them feel, and a positive memory is enough to turn a new customer into a continual source of business.
While a client (unless they’re a home flipper) could purchase just two or three homes in their lifetime — their positive experience can lead to other business. Which brings us to our next point …
#2. The Marketing Power of WOM
According to a ZenDesk study, 95% of customers tell others about a bad experience and 87% share good experiences. Real estate is an industry heavily linked to location, so an agent’s reputation within the local scene is a huge contributor to their professional success. While there are tons of marketing methods that promise to rack in prospective clients, one of the best methods is word of mouth (WOM).
Did you know that people are 90% more likely to trust and do business with a brand recommended by a friend or someone they know? By creating satisfied clients, you’ll be making the most powerful marketing move possible. When they share their experience or recommend you to a friend, it’s likely to fuel your sales funnel with prospective clients.
#3. Stand Out From Competitors
In a highly competitive industry like real estate, clients are looking for the best possible experience they can get. Dell’s CEO, Jerry Gregoire, states that ”The customer experience is the next competitive battleground.”
Today’s agents aren’t only compared on knowledge, reputation, and services, but also on the overall experience they provide their clients. In today’s environment, agents can’t ignore the effect that CX has on business.
#4. Building Trust
All in all, clients are looking to work with a professional who they can trust with one of the biggest transactions of their lifetime. And, one of CX’s greatest capabilities is its trust-building effects.
One way to make sure the customer experience you’re providing is nothing short of exceptional is with Glide. This groundbreaking program allows agents to seamlessly communicate throughout the seller’s disclosure process, to help sellers understand their disclosure responsibilities, to limit mistakes, mitigate risks, and more.
Interested in adding Glide to your agent toolbox? Explore our website.
