6 minute read
In Marketing
INDONESIA UPDATE
All Harcourts Tangerang Area - Break Fasting together
Harcourts Indonesia Virtual Awards 2022 (MC, Mr. Dody Handoko & Ms. Sharleen)
Harcourts Property - Break Fasting Harcourts Section One (Ris Riardo) viewing wearing new Harcourts T-shirt
CEO, Mr. Nandar Gunawan & BDM, Ms. Sharleen Visit Office Harcourts Tomang
Harcourts Purba
2021 was a strong year for the property market locally. We are looking forward for the trend to be continued in 2022 despite challenges on the economic front with high inflation and rising interest rates. However, the economic benefits from high commodity prices created a multiple effects on the consumer consumption. So far, the property market continues to be stable supported by the high LTV financing scheme where in some cases reaching a full amount of financing, and this accommodative policy applies to property developers too. Local consumption remains stable as banks loan growth remains robust. The Annual Awards was held virtually for the second time with great success! We welcomed new faces at the top which is very encouraging. Vivi Tan is one example where her traditional door knocking with consistency earned herself the second top rank in gross commission. Harcourts Property awarded the second top office by revenue by
CEO, Mr. Nandar Gunawan & BDM, Ms. Sharleen Visit Office Harcourts Property
Harcourts Indonesia Virtual Awards 2022 (Opening Speech from Harcourts International, Steve Caradoc-Davies)
Harcourts Realtindo - Family Gathering Harcourts Xhome - Break Fasting
Harcourts Indonesia Virtual Awards 2022 (Opening Speech from CEO, Nandar Gunawan)
Harcourts Indonesia with the new Harcourts T-shirt
transforming itself from a principal only to a full team operation and production. We strongly believe that The Harcourts Way is the right way in creating a successful operation. We look forward to a challenging year in 2022 with lots of excitement too.
Nandar
Gunawan
CEO, Harcourts Indonesia nandar@harcourts.co.id
MORTGAGE EXPRESS HARCOURTS 2021-2022 WINNERS
TOP MORTGAGE BROKER ON VOLUME FOR HARCOURTS WESTERN AUSTRALIA, AUSTRLIA
Holly Mackie
TOP MORTGAGE BROKER ON UNITS FOR HARCOURTS VICTORIA & AUSTRALIA
Christine Penford
TOP MORTGAGE BROKER FOR HARCOURTS CHRISTCHURCH METRO & NEW ZEALAND Sue Clydesdale
TASMANIA Lisa Fell
QLD & SA Alisha Scappin
NSW Andy Graham
New Zealand Top Mortgage Advisers for Harcourts Written Business (units)
NORTHERN Suzanne Isherwood CENTRAL Di Dunn WELLINGTON Jenny Cheevers SOUTHERN Peter Lewis
SUPERCHARGING HARCOURTS CX IN 2022!
Harcourts CX powered by RateMyAgent
As you may already be aware, we have been piloting a complete overhaul of the Harcourts CX Programme, centred around an exciting partnership we have forged with RateMyAgent, the largest and best recognised of the agent rating websites. Ahead of rolling out the new capabilities, these are the eight key benefits we will be able to offer business owners and agents: 1. We’re moving further upstream in the client experience. We currently ask clients four questions in our survey at settlement. In changing this to ask two at unconditional (agent star rating and a testimonial) and two at settlement (Net Promoter Score and reasons for the score given), we immediately move further upstream in the client’s journey. 2. Star ratings give us the short-term picture, NPS helps build long-term success. We don’t lose any of the benefits that NPS can provide to the longer-term development of our business, as we still gather this at the second survey. This email – from Steve Caradoc Davies - asks for a rating of the overall Harcourts experience. We will also still ask for the reasons for the score, providing more granularity and a deeper understanding of the client feedback. 3.A full integration with Google Reviews. Responses to the unconditional survey are, thanks to RateMyAgent, fully integrated with Google Reviews. Clients are asked if they would like it, in addition to the review appearing at the RateMyAgent site, to also appear at the GMB page of their Harcourts office. Providing they have a Gmail account (30% of consumers do), this can then be achieved with a single ‘yes’ click. As well as making great reviews highly visible where prospective clients are looking, this also helps ensure it’s the Harcourts office that is top of the list in a Google search. 4. Google integration comes at no charge and there’s a Harcourts-exclusive 25% discount on all RateMyAgent subscriptions. Normally Google integration is only available as part of a RateMyAgent paid-for subscription tier, but Harcourts offices and agents get it included as part of the complimentary tier, which includes survey send and result collation as per the current CX programme. Plus if an office or agent wants to really grow their digital profile using RateMyAgent’s wide range of applications, they receive a 25% on-going discount on all subscription packages, exclusive to Harcourts. 5. Better response rates mean more data. Because RateMyAgent has refined the use of SMS for surveying and developed a highly effective reminder programme, our pilot has seen response rates around 45% as opposed to the 30% we normally achieve. That means a whole lot more testimonials and representative feedback from a wider cross-section of clients. 6. Automated data flows mean surveys land at the right time, with no work for offices. The entire data flow will be automated from H360 and agents and offices need to do very little in order to benefit – primarily ensuring that client data is accurately entered into Vault RE or whatever CRM they are using. The automation means we can survey clients the day after unconditional or settlement, ensuing we’re really top of mind. And if unconditional and settlement occur on the same day, we’ll delay the send of the second survey for a week to avoid confusing clients. 7. Our great reviews are suddenly much more visible. We now are no longer running CX in a ‘closed circuit’. In addition to the Google integration, RateMyAgent of course shows results from many other real estate businesses across Australia and New Zealand. As we have great CX results and a really robust delivery based around the Harcourts Promise, we have nothing to fear from comparison, in fact only a great showcase for our delivery of the finest experience in real estate. 8. All the results can be seen in one simple-to-use dashboard. The client feedback from both surveys will flow seamlessly into H360, where every business owner, manager, and agent able to see the relevant CX data. Accessed through The Hub, individual agents will get an immediate view of their NPS in virtually real time and see how this compares with the average for their office, franchise, or region. Meanwhile business owners will be able to drill down into the detail for all agents in their business, helping to constantly lift performance and ensure a flourishing pipeline of new business. When can you benefit? The International team are currently finalising the technical integration and working with the in-country Support teams on final specifications. The in-country teams will then be publishing the planned roll-out process scheduled for later this year, so please keep a close eye on communications from your Regional or State Support Office!
