Winning Homebuyer Loyalty and Referrals with CX: The Ultimate Guide

Virtuo Inc.
June 20, 2024
4 min read

Hey there, friends in the housing industry! Today, we’re diving headfirst into the world of customer experience (CX). We know, we know, it’s a bit of a buzzword, but bear with us for a second. Because in today’s age of the discerning homebuyer, CX can make or break your business. Seriously, it’s that important. Investing in CX results in happy homeowners and happy homeowners will win you loyalty and referrals. So, if focusing on CX isn’t already your top priority, then read on!

The Numbers Don't Lie

According to a survey by Salesforce, a whopping 80% of customers value the experience a company provides as much as its products or services. That’s right! It’s not just about the shiny listings or the fancy showrooms anymore. If you want to win over those discerning homebuyers, you better step up your CX game.

And if that stat doesn’t have you feeling a bit worried, then how about this one: 57% of people have switched to competitors who provide a better experience. Ouch. Plus, in industries where emotions run high, like homebuilding and real estate, delivering top-notch CX can be the ultimate game-changer.

The Power of Positive CX

In their research into drivers of customer loyalty, Gartner surveyed over 4000 B2B and B2C customers across multiple industries. Want to take a wild guess what they found? If you guessed that customer experience is the top driver of loyalty, nice work! In fact, CX drives more than two-thirds of customer loyalty—more than price and brand combined!

Consider your own experiences, and how they have influenced your purchasing decisions. The restaurant, that despite the great food, you’ll likely never return to because the experience was lackluster. And brands, stores, or restaurants you are loyal to because they make you feel valued.

Several years ago I was working on a small renovation project and was on the hunt for LVP flooring, trekking from one flooring shop to the next. While every store carried similar products at comparable prices, one totally blew the competition out of the water. From the moment I stepped into their showroom, the experience was exceptional. They listened attentively, offered expert advice, and even sourced some cost-saving options I hadn’t considered.

This interaction wasn’t just about a sale; it was about building trust and delivering a highly personalized experience that left me feeling valued and confident in my choice.

Years later, when I tackled a larger renovation, I knew exactly where to go. I didn’t even bother shopping around for other estimates. That first interaction cemented my loyalty—not only did I return to them, but I consistently recommend them to friends and family embarking on their own renovation journeys.

Meeting Modern Expectations

Today’s homebuyers want seamless, delightful experiences from start to finish. That means every touchpoint—be it the first inquiry or post-purchase support—needs to be spot-on to blow their minds.

Remember what Steve Jobs said about starting with CX and working back to tech? That’s the ticket, my friends! By using tools like CRM systems, AI-driven analytics, and virtual reality tours, you can create experiences that have your customers saying, “Wow!”

CX Tactics for Winning Homebuyer Loyalty & Referrals

Here are some effective tactics to elevate your company’s customer experience (CX) and boost referrals in the housing industry:

Personalized Communications

Utilize data-driven insights to tailor your emails and property recommendations, creating a more personalized and engaging experience for your customers.

Virtual and Augmented Reality

Enhance property tours with VR (Virtual Reality) and AR (Augmented Reality) technology, allowing customers to explore homes in detail and make informed decisions with ease. For homebuyers with limited mobility, or those relocating from another city or country, this is a game-changer.

Frequent Communication

Provide your homebuyers with frequent updates and photos because it builds trust, reduces anxiety, and empowers them to feel invested in the progress of their biggest purchase.

Leverage Advanced Platforms

Use platforms like Virtuo to offer a personalized and comprehensive experience, guiding customers through every step from buying to moving in, just like a trusted sidekick.

Embrace Feedback

Establish feedback loops to collect insights at every customer touchpoint. Use this valuable information to continuously refine and improve the customer journey.

Educational Content

Provide informative content through blogs, webinars, and guides to help customers understand the buying process, market trends, and property maintenance tips.

Exceptional After-Sales Service

Offer excellent after-sales support to address any post-purchase concerns and maintain a positive relationship with your customers.

Community Building

Foster a sense of community among your customers by organizing events, creating social media groups, and encouraging interactions between neighbours.

Loyalty Programs

Introduce loyalty programs to reward repeat customers and incentivize referrals, strengthening customer loyalty and expanding your client base.

Transparent Processes

Maintain transparency in all dealings, from pricing to contract terms, to build trust and ensure customers feel confident in their decisions.

In a Nutshell

At the end of the day, prioritizing exceptional CX is crucial to surviving in the customer-centric era we find ourselves in. Let’s exceed those expectations, drive loyalty and growth, and make those discerning homebuyers feel like they hit the jackpot. Trust us, the benefits will be worth it.

Ready to wow those homebuyers? Talk to one of our experts in homeownership experience!

Virtuo works with home builders, realtors, financial institutions, and insurance providers to deliver exceptional experiences for their customers. Learn more.