Date post: | 09-May-2015 |
Category: |
Real Estate |
Upload: | tom-blefko |
View: | 342 times |
Download: | 1 times |
David vs. GoliathHow You Can Compete with Anyone
by Giving Great Customer Service
Speed Matters
Case Study of OnlineConsumer Behavior
• 2,241 companies• 1.25 million leads• Different types of industries• B2B and B2C
Response Time Matters
47%
Response Time Matters
• Companies that responded within 30 days – average response time was 42 hours
• If you follow-up within 1 hour - 7X more likely to qualify a lead vs. if you contacted them after 1 hour
• If you follow-up within 1 hour - 60X more likely to qualify a lead vs. if you contacted them after 24 hours
Response Time Matters
• Odds of connecting with a prospect after an inquiry increase by 100X if you do it within 5 minutes vs. 30 minutes
• Odds of converting a prospect after an inquiry increase by 21X if you do it within 5 minutes vs. 30 minutes
How Fast do You Respond to . . .
E-MailText
Voicemail
How Fast do You Respond to . . .
Info 24/7 Craigs List
Web Site
LeadCenter
Consumers Have Choices
Consumers will only wait as long to get a response as it takes to:
• Click to another real estate web site
• Drive to the next sign
Proactive Communication Matters
Existing Clients Matter More
If you receive more than three “what’s going on” calls from a client during the course of a transaction, you’re not being proactive in your communication
Speed Matters
National Website Statistics
SOURCE: Hitwise Week Ending 2/11/12SOURCE: Hitwise DATE: 2/11/12