Customer Experience: Why Use Your Most Precious Asset--Human Touch!

By
Services for Real Estate Pros with Napa Consultants DRE00893924

Luxury companies this year had a major wake up call, when the majority of complaints from their customers was their CX or what is known in our business as Customer Experience.  The #1 rated company for customer service by Forrester (an independent rating company) was not the usual suspects of Apple, Mercedes, or Nordstroms.  It was Trader Joe's.  

 

Customer experience is often mistaken for social media extravaganzas.  No one spends more on videos than the big brands.  They often use Hollywood stars, directors, producers, cinematographers and editors.  They hire influencers to blog about their products and pay them handsomely.  They have staffs to post on every conceivable social media outlet, 24/7...

  

Their websites are constantly optimized by the savviest SEO's know to mankind.  They appear with back links, and keywords in every nation where their goods are sold.  The customer can even create their wish lists, alerts for products, their own mini website etc.. They pay for placement of their products in movies, television, and in books.  They have the biggest and best software for CRM (Customer Relationship Management), which for the most part involves sending their customers emails and sale notifications...

 

No doubt, those companies are wondering,  after all we do, how dare customers complain about their experience?  In a luxury conference we attended, one of the executives of a big conglomerate of luxury brands mentioned that the most difficult challenge they face is customer experience across the various locations globally.  One of our friends loves one of their brands, but instead of buying it in her home store, she flies to Las Vegas to buy there, because of the superb personalized service she gets there.

 

How dare you compare us to Trader Joe's?

 

Trader Joe's is not a luxury brand.  It is a luxury experience.  For instance, unlike any wine store, if you buy a wine, taste it and don't like it, you can return it for a full refund--no explanations necessary!  That simple gesture has added to their wine and spirits sales so much that the cost of the returned bottle is negligible.  And that applies that to every item in the store. Their human touch is unparalleled.  One of the guys that works there heard us mention that it was our anniversary.  As we checked out, he came over and handed us a big bouquet of flowers, and said Happy Anniversary...

 

Why focus and spend on customer experience

 

Exceptional services increases the bottom line and the referrals.  Studies have shown that:

52% of customers will buy more and pay more because of good customer experience.  Every1$ invested yields $3.

85% will pay up to 25% more to ensure superior service

82% of people have stopped doing business with a company due to bad customer service

85% of customers who have a bad experience want to warn others from doing business with that company

If you are not focused on customer service, the gap between you and your competitor will increase.

 

The human touch is your most precious asset, use it as much as possible and remember although the Internet is a wonderful addition to our lives, the human touch cannot ever be replaced  by software.

 

 

 

 

 

Posted by

Written by Ron & Alexandra Seigel-

 

CAN YOU STATE HOW YOU ARE DIFFERENT AND BETTER THAN YOUR COMPETITION IN LESS THAN 30 SECONDS?

 

ABOUT:  Luxury Real Estate is a high stakes game. Commissions are substantial! We help luxury real estate professionals get to the listing table more often and win listings more frequently.  If you want to be the market leader, the personal or company brand that your target market thinks of first and refers most often, you need an Elevator Statement to accelerate the process.  We can get you there!

Your Elevator Statement is a succinct and persuasive summary of your extraordinary promise of value, your unique selling proposition.  In a time-starved world the attention span of your target market is shrinking.  To instantly convey what sets you apart from the crowd you need to be able to answer EACH ONE of these 3 questions in less than 30 seconds.: 1) What Do You Do?; 2)  How Do You Do It?, and;  3) How Are You Different?.  Can you state how you are different and better than your competition in less than 30 seconds?

Watch the video above to see and hear how we do it. 

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Re-Blogged 1 time:

Re-Blogged By Re-Blogged At
  1. Barbara Todaro 10/31/2019 03:16 AM
Topic:
Real Estate Best Practices
Groups:
Luxury Home Marketing
Luxury Real Estate
Bartender, Make it a Double
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Rainmaker
4,582,602
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Kathy Streib Thank you for your comment, and I do not mind your long comment, and I appreciate hearing your experience.  Even though we do not have Wegman's here, I have heard great things about them. A

Nov 01, 2019 01:51 PM #56
Rainmaker
4,582,602
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Lynn B. Friedman well said, it is exactly true of so many businesses.  Enjoy your weekend.  A

Nov 01, 2019 01:58 PM #57
Rainmaker
1,566,570
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

We don't have any of those well-known stores near here, but we do have a few stores whose employees go out of their way to be helpful. (And a few, of course, where they simply don't care, so we don't go back.)

I believe the worst companies of all are the ones who are supposed to be focused on communication: telephone, television, and internet providers. I put off calling them as long as possible because I don't want to endure the hassle.

Nov 02, 2019 04:11 PM #58
Ambassador
3,970,700
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

                           

                            Thanks, Ron and Alexandra. 

Nov 02, 2019 06:41 PM #59
Ambassador
3,453,258
Debe Maxwell, CRS
www.iCharlotteHomes.com | The Maxwell House Group | RE/MAX Executive | (704) 491-3310 - Charlotte, NC
Charlotte Homes for Sale - Charlotte Neighborhoods

We love Trader Joe's and I have to agree, the customer experience is comparable to some of the luxury services, boutiques or shops here in our area as well, Alexandra. Trader Joe's is definitely comparable to Nordstrom, our local BMW dealership, Apple and Ritz-Carlton. Here, I don't know if I would rate any one superior to the other but, I would classify them all as luxury experiences. 

Nov 02, 2019 08:57 PM #60
Ambassador
839,955
Mimi Foster
Falcon Property Solutions - Colorado Springs, CO
Voted Colorado Springs Best Realtor

Terrific post, Alexandra. I think it's so important to be consistent with your luxury experience. I went to a salon in Boulder several times where they gave you wine and a foot massage before your hair appointment. It was fantastic. But then they stopped doing it and the experience was always lacking after that. If you start something that brings them in, don't change the experience. 

Nov 03, 2019 07:51 AM #61
Rainmaker
480,699
Diana Dahlberg
1 Month Realty - Pleasant Prairie, WI
Real Estate in Kenosha, WI since 1994 262-308-3563

Great post.  It really is all about the experience - service.  I always try to think "How will I be remembered through this transaction?"

Nov 03, 2019 11:38 AM #62
Rainmaker
4,582,602
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Marte Cliff I know what you mean, those companies are the last on my list to call, and I hate it when they say, we appreciate your business, and your call will be taken in the order it came in...your wait will be 20minutes...AAARGHHH!

Nov 03, 2019 12:36 PM #63
Rainmaker
4,582,602
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Eric Kodner what is interesting in CX is many board of directors consider this type of training as a waste of $$$.  Finally, there is realization that even those high spending millenials and whatever other generations they are after want great service instead of being blasted with Instagram.  A

Nov 03, 2019 12:38 PM #64
Rainmaker
4,582,602
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Kathy Streib thank you for including us in the Sunday list.  It is always an honor to be among some great posts. A

Nov 03, 2019 12:39 PM #65
Rainmaker
4,582,602
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Debe Maxwell, CRS glad to hear it.  Apple here and on the phone (AppleCare) has been so outstanding in terms of service.  I would feel that I would be committing hari-kari if I went elsewhere, the same goes for our MBZ's.  Just waiting for the new hybrids.  A

Nov 03, 2019 12:41 PM #66
Rainmaker
4,582,602
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Mimi Foster oh, my goodness what a mistake that salon made...I agree with you 100%,  A

Nov 03, 2019 12:42 PM #67
Rainmaker
4,582,602
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Diana Dahlberg what a great question to keep in mind.  I always remember great service, and go out of my way to praise people to their managers.  A

Nov 03, 2019 12:43 PM #68
Rainmaker
197,781
John Henry, Florida Architect
John Henry Masterworks Design International, Inc. - Orlando, FL
Residential Architect, Luxury Custom Home Design

Excellent example of CX.  Thank you, Ron and Alexandra Seigel   I think smaller businesses go out on a limb offering 'freebies', but it can work very well.

Nov 03, 2019 12:51 PM #69
Rainmaker
1,275,669
Sheri Sperry - MCNE®
Coldwell Banker Residential Brokerage - Sedona, AZ
(928) 274-7355 ~ YOUR Solutions REALTOR®

Hi Ron and Alexandra Seigel

We don't have a Trader Joe's close to us.  When I am in Scottsdale, I stock up!

Nov 03, 2019 01:36 PM #70
Rainmaker
562,717
Maria Gilda Racelis
Home Buyers Realty, LLC-Manchester, Bolton. Vernon,Ellington - Manchester, CT
Home Ownership is w/in Reach. We Make it Happen!

Good Morning Ron and A:

We have Trader Joes' in our town. I receive occasional maiing as to what it is offering.  The creative and eye-catching  advertisement written in brown paper is surely unique.

Personal human touch is the brand I leave to my clients. As a result, I my business is mostly generated from clients' referrals.

Great blog to start the day after Thanksgiving!

Nov 29, 2019 02:51 AM #71
Rainmaker
1,513,532
Beth Atalay
Cam Realty and Property Management - Clermont, FL
Cam Realty of Clermont FL

Excellent post Ron and Alexandra Seigel! In a big tech world, more and more people are looking for that human touch. It is by far more valuable than all the expensive videos companies produce and put out to the consumer. Yes,  they may be fun to watch but when it comes to purchasing, we want to go where we can find exceptional customer service.

Nov 30, 2019 04:58 AM #72
Rainmaker
2,129,199
Sharon Tara
Sharon Tara Transformations - Portsmouth, NH
New Hampshire Home Stager

Trader Joe's is probably my favorite store. I actually enjoy shopping when I'm there. 

Dec 05, 2019 06:14 AM #73
Rainmaker
4,582,602
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Sharon Tara it is our favorite place to shop.  I like another store in town for other things, and Albertsons for cleaning products and cat litter.  A

Dec 05, 2019 06:32 AM #74
Rainmaker
4,582,602
Ron and Alexandra Seigel
Napa Consultants - Carpinteria, CA
Luxury Real Estate Branding, Marketing & Strategy

Beth Atalay I am noticing more neighbors talking to each other and enjoying each other's company.  People are rediscovering the joy of face to face.  A

Dec 05, 2019 06:34 AM #75
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