How Many Stages Are In The Modern Customer Journey?

Fellow WEST “nerd” Larry Hales, recently joined host Stacey Soleil for her weekly livestream Ready…Set…THRIVE! to discuss the 5 stages of the modern customer journey.

Ever since our real estate industry was forced into an about face due to COVID-19, realtors across the country were quickly realigned with a new normal of learning how to authentically “connect” and conduct business from a safe and virtual standpoint. Mr. Hales was kind enough to jump into the Ready Set Thrive studio with me to talk about ways we can continue to nurture and grow our business even amidst all of the change and realignment.

For those of you that are new to the concept of the customer journey, you may wonder just how many stages there are?

According to Larry Hales, in real estate specifically there’s 5 stages every real estate agent should consider.
Those 5 stages are;

1. AWARENESS
2. DISCOVERY
3. EVALUATION
4. INTENT
5. LOYALTY
   

To learn more about this process please listen to/watch the interview down below;

This interview originally aired as a Facebook livestream at https://www.facebook.com/staceysoleil

For an additional resource about the real estate customer journey, please consider some of the useful tips offered by DotLoop
(a collaboration platform where real estate professionals get deals done) 

1. What actions were your clients taking at each stage? And what are they doing to move themselves to the next step?

2. What are their motivations at each point? What makes them want to take the next step? What are their emotions and why do they care?

3. What questions might be keeping clients from moving to the next stage? What are their uncertainties?

4. What barriers are they having to overcome? What process, cost or other factors do they feel are blocking their progress?

As you get your agents’ and staff’s perspective on these questions, you’ll start to see areas that you’ve been overlooking, but that are very important to the people making the biggest purchase of their lives.

In conclusion, perhaps one of our favorite “nerd nuggets” shared by Larry was the quote below that references the importance of HOW we advertise versus the advertisement itself.

Here’s one of my top tips to real estate professionals

 

What about you?

What moments in your own consumer experience journey come to mind? Perhaps reflecting back on our own positive experiences outside of our own industry will prove insightful as we work to build our our own unique customer experience for our future clients.