At the centre of what we do
At LJ Hooker we believe that people are truly the difference in our business. It is you that connects with a buyer, or shares a story with a tenant, you comfort a nervous seller on auction day, and you ease the worries of a busy investor. At the core of what you do – property manager, sales agent, franchise owner or administrator – is simple; you connect with people.
So while technological advancements, branding campaigns and marketing initiatives will always be core to our business our focus is really on them them; our customer.
Our goal is to be the number one real estate brand for customer experience because we know that 91 per cent of companies with an efficient customer experience (CX) strategy have a clear competitive advantage.
LJ Hooker’s customer experience team have a surplus of tools designed to help our people input CX strategies. Including;
- RealSatisfied – Is our customer listening platform giving property managers and agents a chance to hear from their customers. At central stages throughout the real estate transaction LJ Hooker people can send in-depth RealSatisfied surveys to buyers, sellers, tenants or landlords; giving the opportunity to analysis and improve performance.
- LJ Hooker Assist – This is an exclusive concierge service for LJ Hooker customers, be they tenants, buyers or sellers. LJ Hooker Assist is designed to make life easier! We offer a wide range of services including; connection of utilities at special rates, coordination of removalists, gardeners and even minor repairs, just to name a few.
- LJ Hooker Rewards – LJ Hooker offer a range of discount vouchers for movies, hotels and retail outlets that are available for agents to ‘reward’ customers for transacting with LJ Hooker.
- CX Video Series – The exclusive series of five short videos are aimed at providing the vendor, buyer, investor and tenant moving in or out with information on ‘what to expect’ throughout the LJ Hooker journey. The videos feature invaluable tips on how to make the transaction easier, and even how to maximise exposure or value throughout the process. Link to videos or a video hosted on another page within the site?
- Customer Journey Maps – Designed for every contact point a customer may have with LJ Hooker, the Customer Journey Maps detail the ‘ideal process’ from the first contact or pre-sale interaction, to post-transaction contact up to one year and beyond. The comprehensive process provides an effective ‘how to’ in providing the perfect customer journey.