CUSTOMER SERVICE VS. CUSTOMER EXPERIENCE

For many years real estate brokerages have endeavored to differentiate themselves from their competition based on providing superior customer service. In the minds of most Realtors, great customer service meant always being available to their clients, returning calls promptly and expediting the various elements of the real estate transaction.

Coupled with knowledge and expertise, providing great customer service could yield a satisfactory real estate experience. Satisfying the consumer today, however, is a different matter! Providing great customer service is just the beginning of creating the essential consumer experience.

More focus must be placed on providing a user friendly online customer interface. Specifically, consumers are more likely to do business with firms that offer their customers their own private database providing access to transaction information relevant to them. For sellers it may be showing records, marketing schedules and feedback from prospective buyers. For purchasers it may be a log of the homes they’ve seen, comparable sale data and access to their mortgage application timeline.
WMR is developing a new transaction management platform that will make our internal operation much more efficient. Just as important, it will provide quick and simple tools for our customers that will make buying and selling property a much better experience.