EN
Becoming customer-centric
Customer-centricity, or being customer-centric, is to put your customers at the heart of everything you do. Making sure every interaction, online and in-person, benefits the customer. A seamless experience can impress customers and give you the edge to outshine the competition. Delivering not just a good, but an exceptional customer experience can turn new customers into loyal ones, and even brand advocates – boosting your profitability and brand awareness with every interaction.
![](https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641856.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=1920&ixlib=php-3.3.1&q=45&w=1280&s=c48798e023e7e1b040e02d068abc7e32 1280w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641856.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=3840&ixlib=php-3.3.1&q=61&usm=20&w=2560&s=6f4e89267e817b017ebb2660185e3bac 2560w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641856.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=1536&ixlib=php-3.3.1&q=82&w=1024&s=d2715d6402e2829d1fc15d259e4e552f 1024w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641856.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=3072&ixlib=php-3.3.1&q=61&usm=20&w=2048&s=682dcd799a595b8845ba1fc0651c375f 2048w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641856.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=1152&ixlib=php-3.3.1&q=60&w=768&s=5e2f8fa2ed4c3a98ce75360c573a52b8 768w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641856.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=2304&ixlib=php-3.3.1&q=45&usm=20&w=1536&s=1d84c90577e3a1b5b5d6cfe2516a8c34 1536w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641856.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=960&ixlib=php-3.3.1&q=60&w=640&s=12f56efc1a59bbbf29d5664bb627c839 640w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641856.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=852&ixlib=php-3.3.1&q=60&w=568&s=4fedbd7471e97ba18267df0fa2960306 568w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641856.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=1704&ixlib=php-3.3.1&q=45&w=1136&s=6936bd5a2ac3bced5ff884d786a9a9e3 1136w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641856.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=562&ixlib=php-3.3.1&q=60&w=375&s=01dcc651896af9ff53208c3fe38aa8e6 375w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641856.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=1125&ixlib=php-3.3.1&q=45&w=750&s=71ddbe75820ff882b9181eef6861d838 750w)
Be a property partner for life
Most people think that the real estate market consists of a single transaction, but that’s not the case. There are so many opportunities for real estate agencies along the entire lifespan of a customer – students rent a room, after that they rent an apartment, later they buy a house, then buy a bigger house and they might even inherit a house they want to sell. All this means just one customer has not one but five or more possible opportunities for a real estate agency.
Get a boost in profitability
Delivering a seamless and perfect experience for the customer the first time means you’re more likely to gain a loyal and long-term customer, and this can have a particular profit on profitability – even a 5% increase in customer retention can boost profitability 25% to 75% (Harvard Business Review, 2014)
Use word-of-mouth as a powerful marketing tool
When people experience outstanding service, they’ll often tell friends and family about it – this is called earned advertising. Word-of-mouth and personal recommendations are so valuable as customers see this as the best way to find a business. In fact, 84% of people think word-of-mouth recommendations from friends and family are the most trustworthy (Nielsen, 2013). So by providing outstanding service, you get advertising, leads and build brand trust completely free.
![](https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641899.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=853&ixlib=php-3.3.1&q=45&w=1280&s=47b195d8defe59c67008731d51c48194 1280w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641899.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=1706&ixlib=php-3.3.1&q=61&usm=20&w=2560&s=2ca09df2d86b6ab1f1481d32a381a629 2560w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641899.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=682&ixlib=php-3.3.1&q=82&w=1024&s=8c3aeb6e202e9b8ef455c7dd68a4ca1a 1024w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641899.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=1365&ixlib=php-3.3.1&q=61&w=2048&s=943d96cc56bd194a58a3be7392c89724 2048w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641899.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=512&ixlib=php-3.3.1&q=60&w=768&s=0b76a5708af2bec4d59d38d65e293b8b 768w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641899.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=1024&ixlib=php-3.3.1&q=45&w=1536&s=e428c764ff16284f3b6ca6f2dd09b46d 1536w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641899.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=426&ixlib=php-3.3.1&q=60&w=640&s=cdc95178f9852b22dfe374c4df505c88 640w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641899.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=378&ixlib=php-3.3.1&q=60&w=568&s=89ddc9e3e99594af4da14b8db7a9d07f 568w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641899.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=757&ixlib=php-3.3.1&q=45&w=1136&s=7161eab1c42581b372a57ab98eeaf8a7 1136w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641899.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=250&ixlib=php-3.3.1&q=60&w=375&s=adf5dbf7c0bcdc8e5a806e627e24eb5a 375w, https://nodalview-prod.imgix.net/assets/default/pexels-alena-darmel-7641899.jpg?auto=format&crop=focalpoint&domain=nodalview-prod.imgix.net&fit=crop&fp-x=0.5&fp-y=0.5&h=500&ixlib=php-3.3.1&q=45&w=750&s=4f1874282bed0fa9a7aa6fa816033ab6 750w)
Develop an omni-channel strategy
Print isn’t dead and neither is the estate agent. The biggest advantage of being an agent is the ability to have an omnichannel approach. We talked about going to where the customers are (instead of having them come to you) and this is the perfect example. Buying a house is often the biggest purchase people make in their entire lifetime – it’s often a complicated and time consuming process and consumers need your help. Combine impressive digital features like quality images and virtual tours with that in-person human touch that carries through to customer service for the ultimate experience.
When creating an omnichannel strategy, use targeted channels to provide value to your customers. If younger customers are looking for property inspiration on Instagram, make an account and show off your best images and listings. There’s no one size fits all.
To sum up
WHAT IS CUSTOMER CENTRICITY?
Making sure everything you do benefits the customer. Customer centricity results in a good customer experience, which is important to gain a competitive advantage.
HOW POWERFUL IS A GOOD CUSTOMER EXPERIENCE IN THE REAL ESTATE INDUSTRY?
When delivering a good customer experience, customers will be satisfied. Satisfied customers result in loyal customers, on top of that they become brand advocates. This basically means you boost your profitability and brand awareness. People have multiple occasions to work with a real estate agent. By providing a good customer experience you assure that they’ll choose you every time
WHY IS OMNICHANNEL SO IMPORTANT IN REAL ESTATE?
When creating an omnichannel strategy you use several channels to provide value to the customer. If executed well, it can be a super smooth and seamless experience. Aligning every channel will become even more important in the future since more and more people are adapting to the most recent technologies. The generations that are completely up to date regarding technology are starting to move out of the parental nest so appealing to them will be very important.
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