How to provide the best digital experience for your customer

[muskanhossain]

The big difference between the experiences that real estate businesses generate in the online and offline worlds is the room for error. In the online world, when a customer goes through a negative situation when buying or renting a property (or even when viewing an ad), they are just 1 click away from your competitor.

Therefore, user experience is one of the most important aspects for all companies in the market today, but especially for companies that sell or rent properties. Losing a user to your competitor's ad generates a huge loss, considering the value that a property can generate for your real estate agency.

Check out some tips below to help you start providing the best online experience for your customers:

1. Listen to your customer
There is only room for growth when we receive feedback . That is why it is not uncommon to see the option to evaluate the service provided by that establishment in physical stores. This type of behavior should be encouraged and repeated in the digital world. The advantage (or disadvantage – depending on the quality of the business) is that this makes it much easier to build a reputation.

It is very common for people to read reviews before investing nepal whatsapp data in any purchase. And the more reviews you have, the better. So, if the experience has been positive, the reputation and relevance of your business will only tend to grow. But it will quickly decline if there are a lot of negative comments.

Therefore, be sure to ask for a review of your real estate agency or developer. Google itself provides this type of tool, where any visitor can evaluate their experience. Become relevant and a reference for excellent service in the digital world. The real estate market does not invest much in this and you have great opportunities to be one of the pioneers in asking for reviews from your client!



2. Map your customer journey
Contrary to popular belief, the customer journey does not begin when they enter an advertising portal, already looking to contact a broker. It begins when they are considering buying or renting a property.

A good way to do this is to put yourself in the customer's shoes. For example, the company 99 here in Brazil has its employees work as drivers for 2 days before taking up their positions, especially to understand the consumer's pain points, relationships and behavior. In addition to generating empathy in employees, the company begins to understand where its customer's journey begins.

Therefore, this role reversal is not only important, but essential. From the CEO to the assistant, everyone must understand the desires of their consumer.

3. Understand the real user
This goes far beyond data analysis. It’s not just about segmenting by region, gender, preferences and age. It’s about understanding the individual. What are this user’s aspirations? What motivates this person to buy a property? What is the trigger? What is the objective? From this, it is possible to create better offers and reach this consumer much more efficiently.

4. Understand the nature of the business
It means understanding the reasons that prevent your business from growing. “Why can’t I sell that property?”; “How should I sell that development?”. By knowing these barriers, it is possible to work on each one to offer the best solution for the user.



All of the above steps are designed to provide a unique customer experience. Nowadays, people no longer want an impersonal experience, as it is frustrating. Therefore, the more unique this service is, the more value your business will have.

Both the broker and the real estate agency must treat the property as something unique and singular. This must be reflected in the description, photos, response time and customer service.

Remember that sometimes, what’s special is also simple. Have you ever thought about offering an Uber voucher to your client during that visit? Have you ever sent a thank you message after a visit? For someone who is talking to 3 different brokers, these little triggers make all the difference.

Testing new ideas and getting feedback from people is very rewarding. Not necessarily just through questionnaires or a phone call, but by bringing people closer and listening to what they have to say, what they are noticing and what they are feeling.