How to build a Voice of the Customer program in real estate<\/h2>\n
Starting a voice of the customer program requires organisational change, both to how teams within your business interact with customers and with each other. Here are a few tips to help you get started.<\/p>\n
1. Collect and monitor feedback efficiently<\/strong> 2. Distribute feedback to internal stakeholders<\/strong> 3. Discuss and analyse customer feedback<\/strong> 4. Design with the user\u2019s perspective in mind<\/strong> Here at MRI Software, we engage our customers to get involved in improving the products they use through our Early Adopters Program<\/a> (EAP). With EAP, we encourage our user community to provide real-life user experience testing of new feature development across our product suite.<\/p>\n 5. Close the loop with customers<\/strong> A Voice of the Customer program can provide your real estate business with actionable insights that can create amazing experiences for your customers. Moreover, it is also a valuable tool within your organisation to improve processes, providing you with insights from the very people who drives growth and revenue to your business.<\/p>\n Delivering an amazing owner and tenant experience is part of the property manager\u2019s mission \u2013 to do right by the people that live in your community and contribute to their well-being. Download this free eBook<\/a> to learn how technology can help transform the way you engage with your clients.<\/p>\n
\nThere are various methods to gather customer insights, but in choosing which method or system to use, it\u2019s crucial to make sending that all-important feedback easy for your customers. Equally important is how accessible the system is for your product team to be able to monitor comments overtime and highlight what the majority of your customers want. At MRI Software, our User Voice forum is the online forum where customers can make suggestions on how we can improve our products, these suggestions can then be voted on by other customers, giving our product team a clear picture on improvements that will make a big difference for our client base.<\/p>\n
\nAs feedback can come from different sources, using different methods, it\u2019s important that the right information falls to the right people or team responsible to action them. Create a process or playbook within your organisation that identifies ownership when it comes to responding and routing customer inputs from various channels \u2013 emails, social media, surveys, etc. VoC best practices highlights the importance of acting on customer feedback, so internal stakeholders should be able respond quickly in letting customers know that they\u2019ve been heard and explain how you plan to address their concerns.<\/p>\n
\nCustomer feedback will uncover problems and opportunities within your organisation and focus groups will play an important role in reviewing this information to understand what\u2019s affecting the customers. Getting the right people from the right organisations involved in this review process will provide a more holistic view in coming up with effective solutions. At MRI, we recently launched the Customer Advisory Board (CAB), bringing together 20 industry leaders that represent tens of thousands of properties across Australia and New Zealand to better understand the trends and challenges impacting the real estate industry, helping us at MRI develop solutions that support our customers in the best way possible.<\/p>\n
\nIn designing changes, it is best to follow a user-centric approach. Getting actual users involved in shaping improvements ensure that products and services directly benefit them. After all, the best people to ask what works and what doesn\u2019t in your products and services are the people who use them. This collaborative relationship also puts emphasis on how much you value your customer\u2019s feedback in making their experience that much better.<\/p>\n
\nThe true value of any VoC program lies in the implementation of the insights you\u2019ve gained to areas in your business that will drive the biggest change. It is important to keep in mind that while owners and tenants directly give feedback on the product and services you offer, it will also affect processes within your organisation that help deliver these improvements. These organisational changes ultimately lead to better CX and improve speed of delivery.<\/p>\nLearn more about delivering amazing client experiences<\/h2>\n
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