2. CUSTOMER EXPERIENCE

3. From Sue Adler’s “Hear It Direct” series – Panel discussing their experience.
23 The Experience Economy – Time 1:54 12
CUSTOMER EXPERIENCE

4. From Sue Adler’s “Hear It Direct” series – Panel discussing their experience.
23 The Experience Economy – Time 1:54
CUSTOMER EXPERIENCE

5. Video
(2:21 min)
The Information Age
Watch this “Hear It Direct” video. What can you give your customers that they cannot get themselves? What information are you providing that they consider valuable?
p. 22 From Sue Adler’s “Hear It Direct” series – Buyer panel on the Information Age of consumers. 2:21
pp. 22
CUSTOMER EXPERIENCE

6. p. 22 From Sue Adler’s “Hear It Direct” series – Buyer panel on the Information Age of consumers. 2:21
CUSTOMER EXPERIENCE

7. Video
(2:41 min)
Agent Case Study
Watch this “Hear It Direct” video. How are you exceeding Real Estate expectations? Are you learning each client?
p From Sue Adler’s “Hear It Direct” series – agent Terry Moerler on knowing your customer. 2:41
p. 30
CUSTOMER EXPERIENCE

8. p From Sue Adler’s “Hear It Direct” series – agent Terry Moerler on knowing your customer. 2:41
CUSTOMER EXPERIENCE

9. Video
(1:37 min)
Buyer Consultation
Watch this “Hear It Direct” video. Are these part of your regular practice? How do you make the most out of a consultation?
p. 44 From Sue Adler’s “Hear It Direct” series – Buyer panel on a good consultation. 1:37
p. 44
CUSTOMER EXPERIENCE

10. p. 44 From Sue Adler’s “Hear It Direct” series – Buyer panel on a good consultation. 1:37
CUSTOMER EXPERIENCE

11. Of Course I Know What My Clients Want!
Video
(2:28 min)
Of Course I Know What My Clients Want!
Watch this “Hear It Direct” video. Are you asking or assuming?
p. 47 From Sue Adler’s “Hear It Direct” series – Buyer Panel on agents not listening. 2:28
p. 47
CUSTOMER EXPERIENCE

12. p. 47 From Sue Adler’s “Hear It Direct” series – Buyer Panel on agents not listening. 2:28
CUSTOMER EXPERIENCE

13. MYTH: Of Course They Will Write Me a Review
Video
(1:40 min)
MYTH: Of Course They Will Write Me a Review
BUSTED: Only if the Experience was Awesome or Awful
Watch this “Hear It Direct” video. What compels you to write a review?
p. 88
From Sue Adler’s “Hear It Direct” series – Buyer Panel on writing bad review on agents. 1:40
p. 88
CUSTOMER EXPERIENCE

14. p. 88
From Sue Adler’s “Hear It Direct” series – Buyer Panel on writing bad review on agents. 1:40
CUSTOMER EXPERIENCE

15. MYTH: My Sellers Know They Are My Highest Priority
Video
(1:54 min)
MYTH: My Sellers Know They Are My Highest Priority
BUSTED: Their Perception is Their Reality
Watch this “Hear It Direct” video. How do you show them and what do you do to show your customer that they are your highest priority?
p. 95
p. 95
CUSTOMER EXPERIENCE

16. CUSTOMER EXPERIENCE

17. MYTH: They’ll Remember Me When They Go to Sell
Video
(2:40 min)
MYTH: They’ll Remember Me When They Go to Sell
BUSTED: Only if You’re Still Top of Mind!
Watch this “Hear It Direct” video. What can you do to stay in touch with your customer?
p. 121 From Sue Adler’s “Hear It Direct” series – Panel on agents staying in touch. 2:40
p. 121
CUSTOMER EXPERIENCE

18. p. 121 From Sue Adler’s “Hear It Direct” series – Panel on agents staying in touch. 2:40
CUSTOMER EXPERIENCE