As we review the trends, we are noticing that two important trends which emerged in the last quarter of 2019, are making their mark on 2020. The first is CX (Consumer Experience) and the second is UX ( User Experience on the web). Luxury is being redefined not as acquiring the biggest, the best, and the most expensive stuff, instead luxury is defined as both time and the lifestyle of experiences. How does that apply to luxury as well as any other branch of real estate?
CX/ Consumer/Client Experience
We all agree that buying and selling real estate is an emotional as well as a business experience. Buyers and sellers want to be taken care of, and feel that in your hands whether you are selling or buying they are taken care and can spend time (the other luxury) doing what they want to be doing. You communicate and stay in touch as the transaction evolves. Peace of mind is a luxury regardless of the price of a home, everyone who buys or sells a home deserves this.
UX /User Experience
Web experience focused on pleasing the Google gods is not necessarily something that is exciting nor does it leave an elevated emotional experience for the onlooker.. Ron and I often study websites both real estate and other businesses.
What makes a sticky site, is when your brand is translated into digital by emphasizing the identity with beautiful visuals of and for your target market. Simple and intuitive design focused on user understanding is key. The site should have great search or interactivity, and be technically reliable. The visual can include motion graphics (pieces of animation or digital footage), which done right is a wow! We have never been fans of signing in to view a real estate or any other website, it is so easy to click away and find another site in the same category.
Both CX and UX are expressions of your personal or company brand. In both cases you need to focus on how your client feels about working with you. If you elevate their experience into a pleasurable event both in person and on the web, this will spark word of mouth advertising, something money, SEO/SEM nor digital ads can buy!
“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
Maya Angelou