What will the real estate agency of the future look like?
Like every industry in Australia, the real estate sector is facing unprecedented change. And this time, it’s being driven by the customer – not the market.
Perspective’s industry panel agree tomorrow’s success stories will be the ones who improve every aspect of the customer experience, yet how they provide that experience might be quite different.
For The Agency’s Matt Lahood, the agent journey is just as important as the customer journey. “That’s where the relationship is held, so we flipped the model to put the agent before the brand, making sure the people delivering the customer experience are in the best position to do so.”
For the other panellists, it was about creating new partnerships in adjacent areas – and using technology to allow people to focus on what they do best.
Mike McCarthy of Barry Plant said his business focuses on helping franchisees and sales people maintain their relevance and trust, by ensuring technology makes underlying processes more efficient. Its YourPorter business, which helps tenants connect utilities, is now a significant contributor to revenue.
In the face of disruption, reducing the cost to serve is imperative. It will be interesting to see how :Different’s $100 flat property management fee might re-set customer expectations for value and service.
“It’s about creating great experiences for consumers, by letting people do what they do best and letting technology do the rest,” said founder Mina Radhakrishnan.