Post on 18-Jan-2016
Customers Engaged™
Paul CardisPaul Cardis
CEO/FounderCEO/Founder
Avid RatingsAvid Ratings
Avid 3.0Avid 3.0
Customer Engagement Customer Engagement TechnologyTechnology
Customers Engaged™ Customers Engaged™
Who is Avid?
A full-service customer satisfaction and reputation management technology firm.
Working with top performing home builders & renovators across North America since 1992.
Serving over 2000 home builders throughout the US and Canada, 20% of the largest builders.
Customers Engaged™ Customers Engaged™
The new rules of engagement...
Customers Engaged™ Customers Engaged™
The average person has 125 friends and family on their Facebook page.
Customers Engaged™ Customers Engaged™
If 50 people post to Facebook and less than
10% of their friends repost 5 percent of their friends’ friends repost
1 percent of their friends’ friends’ friends repost
Your message reaches 1,183,009 people.
Word of Mouse
Customers Engaged™ Customers Engaged™
Who Do You Pay Attention To?
or
Customers Engaged™ Customers Engaged™
How Can 1 Home Buyer Affect You?
Customers Engaged™ Customers Engaged™
Customers are Wired and Dangerous
www.kbhomesucks.comwww.beazersucks.comwww.pultesucks.comwww.not-khov.comwww.bewareofroycehomes.com
TIP: Buy the Negative Versions of Your URL
Customers Engaged™ Customers Engaged™
Key DestinationsGoogle ReviewsBetter Business Bureau (BBB)Ripoff ReportOrganization Blogs
– Homeowners Against Defective Dwellings (HADD)– Homeowners for Better Building (HOBB)– National Alliance Against Construction Defects– Advocates for Quality Housing– Distressed Homeowners
http://distressed-homeowner.tripod.com/id12.html
Customers Engaged™ Customers Engaged™
Housing Trends
96% of home buyers aged 18-45
use the Internet to search for a home.
Source: 2011 National Association of Realtors Buyers and Sellers Study
Customers Engaged™ Customers Engaged™
Housing Trends
96% of home buyers aged 18-45
use the Internet to search for a home.
90% of all home buyers use the Internet to search for a home.
Source: 2013 National Association of Realtors Buyers and Sellers Study
Customers Engaged™ Customers Engaged™Source: National Association of Realtors® Profile of Home Buyers and Sellers 2013
Leading Sources to Find a Home
Customers Engaged™ Customers Engaged™
Housing Trends
96% of home buyers aged 18-45
use the Internet to search for a home.
90% of all home buyers use the Internet to search for a home.
Nielsen Ratings identified that reviews are the 2nd most trusted source behind actual referrals.
Source: 2013 National Association of Realtors Buyers and Sellers Study
Customers Engaged™ Customers Engaged™
“Online consumer reviews are the second most trusted source of brand information and messaging, with 70 percent of global consumers surveyed online indicating they trust messages on this platform, an increase of 15 percent in four years.” (Nielsen Ratings, 2012)
Customers Engaged™ Customers Engaged™
72%
Customers Engaged™ Customers Engaged™
Customers Engaged™ Customers Engaged™
Customers Engaged™ Customers Engaged™
Power of Referrals
Home Buyers who receive a positive referral from an existing homeowner are twice as likely
to buy from that builder.
Customer Reviews are as important as Customer Referrals, if not more important
Customers Engaged™ Customers Engaged™
What are you doing to connect the last mile between customer loyalty and frontline of sales?
Customers Engaged™ Customers Engaged™
Avid 3.0
GoSocial™GoTour™
GoSurvey™
Customers Engaged™ Customers Engaged™
Customers Engaged™ Customers Engaged™
Customers Engaged™ Customers Engaged™
Strategies for Reputation Management
Proactive Defense– Fill the internet with positivity
• GoSocial Programs– Facebook– Twitter– Public Reports– Video Testimonials– Mobile Apps
– Transparency - THE REAL SOLUTION
Customers Engaged™ Customers Engaged™
Customers Engaged™ Customers Engaged™
GoTour™ Screenshot
Customers Engaged™ Customers Engaged™
Exclusive Home Features Database
Customers Engaged™ Customers Engaged™
21 Years of Home Buyer Reviews
Customers Engaged™ Customers Engaged™
Impact of Mobile on Real Estate
“Over half of all the views of U.S. real estate listings occurred on a mobile device.” Wall
Street Journal, Dec 2013
http://m.us.wsj.com/article_email/SB10001424052702304096104579242370212312370-lMyQjAxMTAzMDEwMzExNDMyWj
Customers Engaged™ Customers Engaged™
AvidMobile™ Screenshot
Customers Engaged™ Customers Engaged™
Customers Engaged™ Customers Engaged™
Integrated Solutions
Customers Engaged™ Customers Engaged™
Live Demonstration
Customers Engaged™ Customers Engaged™
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