Customer Engagement for

Real Estate BrokerManan Choksi

Regional DirectorRE/MAX Mumbai Gujarat Maharashtra

RE/MAX Mumbai Gujarat Maharashtra

What is customer engagement ?

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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

RE/MAX Mumbai Gujarat Maharashtra

RE/MAX Mumbai Gujarat Maharashtra

Approach on Customer Engagement• Focus on personalized interactions

• Delight your audience

• Understanding customers' unique challenges

RE/MAX Mumbai Gujarat Maharashtra

Pizza Express – from QR code to iPhone App payment

RE/MAX Mumbai Gujarat Maharashtra

RE/MAX Mumbai Gujarat Maharashtra

RE/MAX Mumbai Gujarat Maharashtra

Doing survey with your customer

RE/MAX Mumbai Gujarat Maharashtra

Doing client party

RE/MAX Mumbai Gujarat Maharashtra

Pop-By

RE/MAX Mumbai Gujarat Maharashtra

Personal Notes

RE/MAX Mumbai Gujarat Maharashtra

IOV (Item of value)

RE/MAX Mumbai Gujarat Maharashtra

Customer engagement is not:• Mass marketing

• Sales

• Brand alone

• Not only Services

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

RE/MAX Mumbai Gujarat Maharashtra

What a broker can do to increase customer engagement?

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RE/MAX Mumbai Gujarat Maharashtra

Social networking

• Keep in touch with your clients

• Join: –Facebook–Linkedin, –Twitter

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

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

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

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

RE/MAX Mumbai Gujarat Maharashtra

Maintain the home–Equipments and materials

–Seasonal tasks

–Safe and healthy home

–Property calendar

RE/MAX Mumbai Gujarat Maharashtra

Improve the home–Remodel projects

–Budget & cost

–Product and brand choices

–Tax and resell documents

RE/MAX Mumbai Gujarat Maharashtra

Manage home risk

–Home inventory

–Property documents

–Proper level of insurance

–Fire, food and disasters

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.

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.

RE/MAX Mumbai Gujarat Maharashtra

Thank You