In recent years, companies in all industries have realised that there’s something they can use to build customer loyalty and trust, while also adding value to their brand. That something is called the customer experience.

In a global world of anonymous consumers, each person wants to feel he or she is special, and that’s where the customer experience comes in, the aim being to personalise transactions so that they become as unique as possible.

Real estate companies are fully alive to trend and have been employing the same strategy, to the point where it has become part of their DNA, as is the case with Testa Homes. Testa Homes takes a customer-first approach to ensure the greatest possible satisfaction and well-being.

So what are the keys to enhancing the customer experience? We shall see in  just a moment, but first we must point out that technology has played a significant role.

Seven ways to improve the experience and make it unique

1. Process digitalisation. As we said, technology has been crucial to developing processes that improve customer interaction and experience. In the real estate industry, technology has allowed companies to offer virtual tours of homes, for example. Knowing that time is precious and people lead busy lives, real estate firms now offer them the option of viewing possible future homes remotely via any electronic device.
2. Big data for custom searches. AI and big data have brought huge improvements to online house hunting, allowing firms to personalise their offering by intuitively adapting search results to clients’ preferences. Real estate platforms are able to show homes that are close to the client’s chosen area, that fit the client’s budget and match the client’s preferences in terms of size, layout, etc.
3. 24/7 virtual assistance. Clients can now make inquiries about homes at any time of day, thanks to the virtual assistants that companies have developed. More complex queries will always be handled by a person, but with these systems customers are never left waiting. Virtual assistants can also generate reminders about dates, deadlines or payments, so that users never lose track.
4. Personalised customer service. While technology has provided vital support, face-to-face customer service remains paramount. That is why it is becoming more and more common for clients to have an advisor guiding them through the entire process, from house hunting to closure. That way they feel they have proper support and backing at every stage.
5. Focus on sustainability and well-being. Sustainability is now a major consideration in the residential sector, one that people really care about nowadays. Which is why more and more homes are being built with environmental certificates, sustainable energy systems, green spaces nearby or in the local area, and facilities designed to provide a better quality of life, such as gyms, gardens, swimming pools, leisure centres, etc.
6. Gamification allows clients to make price comparisons or simulate purchase or rental options in order to budget for monthly housing expenses.
7. High quality after-sales service. Once a property has been sold or rented, real estate companies continue to make themselves available to residents to know whether their needs and expectations have been met and perhaps even help them decorate or make changes to their new home. As a rule, they also have loyalty programmes offering advantages for any future business.

So we can see how the residential sector is getting closer to its clients and more sensitive to their needs by giving them tools and advice to ensure that finding a new home is a unique, unforgettable experience.