Does your service bring repeat business?
September 12 2018
"Serial switchers" are customers who are always looking for better service and who don't mind switching brands to get it. According to a recent survey, 67 percent of customers fall into this category.
Who are serial switchers?
- 71 percent of men and 62 percent of women report switching brands
- 80 percent between the ages of 25 and 34 left due to a bad customer experience
- 45 percent of women and 36 percent of men left due to feeling unappreciated
Why do they switch?
Specifically, serial switchers tend to abandon a chosen brand as a result of poor communication, unhelpful or rude service and an inability to get their questions answered.
In other words, brands are fumbling on key client experiences.
How does this affect real estate agents?
Only 12 percent of buyers used a real estate agent they worked with in the past, according to the 2017 Profile of Home Buyers and Sellers. However, 89 percent of buyers said they would use their agent again or recommend their agent to others.
How can you win repeat and referral business?
Focus on creating a positive client experience. Eighty-six percent of respondents reported that an emotional connection that made them feel valued as a client would inspire continued business.
You can work to achieve these connections through open communication, cross-channel visibility, reduced wait times and personalized experiences. This means your mobile-friendly website should include a live chat feature and a blog that answers common questions for buyers and sellers.
You can also cross-promote your content to social channels and respond to customers who comment on your social posts. Finally, consider offering concierge services to connect clients with vendors to help them with moving, home repairs or cleaning services.
Have more questions about how to earn customer loyalty? Get in touch today.