Customer Journey Mapping

Generic Category: Customer Orientation (2  CPD credits awarded, subject to KEO's approval)

Course Duration: 3 hours

Funding available: Nil

Synopsis:

This course empowers real estate professionals to refine their customer interactions by mastering customer journey mapping. By understanding and optimizing every touchpoint, agents can enhance client satisfaction, loyalty, and ultimately, their business success.

Why Attend:

Real estate transactions are deeply personal and emotionally charged experiences. Understanding the customer journey allows agents to anticipate client needs, address pain points proactively, and provide a seamless experience that differentiates them from competitors.

This course is essential for agents who want to build long-term relationships and elevate their client service.

Key Learning Points: 

- Understanding the Customer Journey: Gain insights into the different stages of a customer's journey in real estate, from initial contact to post-sale services.

- Mapping Techniques: Learn step-by-step techniques to create detailed journey maps that reflect the client's emotional and practical needs at each stage.

- Analyzing Touchpoints: Identify critical touchpoints where customer experience can be enhanced, leading to higher satisfaction and retention rates.

- Optimizing the Journey: Use the journey map to streamline processes, remove friction, and create a more engaging customer experience.

- Case Studies: Analyze successful journey maps from leading real estate firms, gaining insights into best practices.

Activities: Participants will collaborate to create journey maps tailored to different buyer personas, including first-time homebuyers, investors, and luxury property clients, followed by peer evaluations and discussions.

ABOUT THE TRAINER

Pat Mun Fai

Mr Pat is a Management and Marketing Practitioner with more than 30 years of Sales, Marketing and Business Management experience. He is experienced both in Industrial as well as FMCG products and has successfully built up world renowned brands like Motorola and Fuji Xerox here and in the region. As a practitioner, he has successfully recruited, coached, trained and developed numerous executives who have gone on to become successful managers today. Currently, he is a Senior Consultant with PMF Asia and lectures business and marketing subjects at a few leading academic institutions.

Mr Pat’s substantial experience in the business world has benefited many of the learners because he brings to his courses real life examples and workable practices that are well grounded in theoretical concepts and principles. Having managed and mentored many young people over the years, he is able to maintain an empathic yet result-oriented engagement with his learners.