Predictions for the future of customer experience

April 26, 2021

In the property industry, customer experience is key. Suggested as ‘minimising friction, maximising efficiency and maintaining a human element’, your customers’ experience makes the difference between building a reliable customer base and losing your clients to competitors. But, in the wake of lockdowns 1, 2, and 3 and, added to that technological advances, the traditional customer experience estate agents provide is evolving.  In this post, we look at predictions for the future of customer experience.

As an estate agent, you’re responsible for guiding your customer’s journey to buying a house. While helping with their biggest investment ever, it’s worth doing everything to make the journey as pleasant as possible. The more likely they’ll buy through you. By putting a smile on your face and putting effort into some genuine conversation, your job becomes a lot easier.

Going digital

In today's digital age, everything happens at a faster pace and, unfairly or not, customers expect you to match this in person. Customers are more likely to look back on an experience negatively if they’re left waiting for days between emails or abandoned outside for twenty minutes before a viewing. It’s best to keep on top of your work, check emails regularly, and organise your time efficiently. It seems straightforward but will make a huge difference to your customer’s experience.

Be genuine

Being genuine will do wonders for the customer experience. Some people will want more conversation than others, but being personable and friendly makes for better customer experiences all round. Plus, your days will probably go faster with some light-hearted conversation to keep you going.

Offering some personal service will also help you nurture customer relationships. A quick email after the completion of a sale will show you care, adding to the customer’s overall experience of your service.

While you may think that the customer experience and the resulting loyalty is only relevant in something like the hospitality industry, that isn’t the case. It’s easy to look at homebuyers as a one-and-done customer, but they deserve just as much care and attention as any other industry. Estate agents play a huge role in the house buying process and can influence a big financial investment from their customers. Word of mouth is a powerful tool, and it’s not difficult to leave them with a positive view of the experience.

How can Area help?

With Area, you can automate applicant and vendor inquiries with our software and integrations.  That means you can offer your customers a 24/7, and in many cases, instant service.  With features such as instant 24/7 auto-reply for all new enquiries, integrated calls and emails and lead prioritisation, you can ensure you’re giving your customers the best possible experience.  Contact us today to find out more.