This document discusses how to create memorable customer experiences (MCEs) to build loyalty and advocacy. It emphasizes that exceeding customer expectations at every interaction is key to retaining existing customers and generating referrals. Real estate agents should identify and optimize all customer touchpoints to consistently deliver their brand promise. While commissions are no longer the primary criteria for choosing an agent, strong service aligned with an authentic brand is the new competitive advantage. The document promotes consulting with Kate Duncan of The Business Plumber on auditing touchpoints and strengthening client relationships through memorable experiences.

1. Creating ‘memorable customer
experiences’
How to build an army of raving fans and
cheerleaders for your brand

2. The latest buzz
word
• Memorable customer “experiences”.
• At the end of the day what people
remember is what they experienced.
• The concept of enhancing the customer
experience to achieve loyalty is nothing
new.
• Loyal customers are the cornerstone for
any successful business.
• Research shows that the number one
source of business is from repeat and
referral business.
• Acquiring a new customer costs at least
five times more than retaining an existing
customer.

3. MCE
• Creating Memorable Customer
Experiences is all about going
beyond customer service.
• It is about exceeding your
customers’ expectations at every
interaction,
• Meeting expectations is not enough
– Did you give them a reason to stay?
– Did you give them a reason to rave
about you to friends and family and
become a cheerleader for your

4. A service
industry
• Real Estate is all about people and
our interactions with them;
• And whether these lead to repeat
or referral business.
• Each interaction is an opportunity
to create a memorable experience.

5. Brand experience
optimisation
• How often do you come into contact
with your customers?
• Have you identified every touch point
across the lifecycle of the customer?
• It is scary when you identify how
often you can destroy the
relationship.
• Have you mapped out systems and
processes for each interaction to
ensure your team can deliver on the
brands promise?

6. Service is the new
selling
• Your competitive advantage is your
service.
• The criteria to select an agent is
not based on commission;
• But rather your brands promise or
value offered, your relationship,
and your service.

7. Your #1 Asset
• Your brand is your most valuable
asset;
• It is more than just a logo and your
corporate colours.
• Your brand is who you are, what
values you stand for and your point
of difference.
• It sets customer expectations
before they interact with anyone in
your team.

8. Your #1 Asset
• What identifies you and
differentiates you from your
competitors?
• What is your promise or value
offered and how do you deliver on
this at every interaction?
• Do your customers want to
affiliate themselves with your
brand?

9. Protecting your
brand
Does your team:
• Know the reasons why people
choose your brand?
• Know what your brand promise is?
• Believe in the benefits?
• Deliver the brand message
consistently?

10. Protecting your
brand
• Do you ask for feedback?
• Do you listen to your customers
needs?
– Who better to ask what additional
services they would like?
– Let them tell you what they want and
how to deliver on that.
• Do you measure Customer Service?

11. Kate Duncan
Kate Duncan, aka the Business Plumber, is a
business strategy and growth specialist. I can
help you with:
• Creating memorable customer experiences
• Touchpoint audit + analysis
• Brand behaviour
• Brand campaigns
• Brand experience optimisation
• Strengthening the relationships between
you and your clients

12. Contact
The Business Plumber
PO Box 56573 Dominion Road Auckland 1446
845 0660 021 022 11738
thebusinessplumber.co.nz kate@thebusinessplumber.co.nz
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