MLS Leaders: Pay Attention to These 3 Key Measurements

There is a saying that goes, “The squeaky wheel gets the oil.” From a repair perspective, that is a good rule to follow, but far too often organizations let the “squeaky wheel” drive important strategic decisions that affect the future direction of the MLS or association. I have seen this happen many times first-hand while creating hundreds of strategic plans for organizations over the years and as an advisor for the Louisiana's broker-owned MLS, Greater Southern MLS. While customer feedback and interviews play an important role in understanding your challenges, as leaders on the board of directors, or in the executive offices, it is crucial that you temper what you hear with real numbers. WAV Group’s Customer Experience Index (CXI) is the first industry wide standard collecting and comparing numbers for MLSs across markets.

By |2022-08-31T16:31:40-07:00August 31st, 2022|Associations, MLS, MLS Insights, Strategic Planning|0 Comments

Five Easy Steps to Turn a Disgruntled Subscriber into a Raving Fan

From WAV Group’s over 20 years of fielding MLS and association customer satisfaction surveys, and from the launch of our new program the WAV Group Customer Experience Index, we have learned a lot about how to use survey results to turn a disgruntled subscriber into a raving fan. Here is a time-tested process that sometimes takes your worst critic and turns them into your most loyal supporter.

MLS Consumer-Facing Lead Generating Websites

What is the role of the MLS to run consumer facing, lead generating real estate websites?  This has been a question that the industry has struggled with since the beginning of the internet search era. For many years, many brokers were not in support of MLS consumer websites because they felt they were competitive with their own online efforts. The classic mantra was “don’t level the playing field.”  

Realtor Associations and MLSs Need to Offer Agent Matching Service

MLSs and Associations have websites that display brokerage and agent rosters, but very few of them provide the kind of information that a potential consumer wants to see when selecting a professional. Brokers (and their technology vendors) would love to get a data feed of their agents. The utility of this data feed goes beyond display on the broker/agent website.

The Importance of Peer-to-Peer Perspective to Measure Your Greatness

If I told you I could run a 40-yard dash in only 20 seconds, you might think that is amazing, unless you knew that professional athletes run it in more like 4 seconds. The point is that simply measuring your performance without a standard can warp your perspective. But what is the standard that you SHOULD use to measure your aptitude?

By |2022-07-20T12:46:53-07:00April 15th, 2022|MLS, MLS Insights, Strategic Planning|0 Comments

Getting a Customer-First Mindset for Your MLS

Clootrack surveyed over 102 customer experience experts in a recent study that looked at the importance of the customer experience as a key differentiator for successful businesses. The second biggest challenge these experts pointed to, for organizations improving the customer experience, was this idea of a customer-first mindset.

By |2022-07-20T12:47:05-07:00April 7th, 2022|MLS, MLS Insights, Strategic Planning|0 Comments

Have you mapped your customer’s entire journey?

If you want to improve your MLS customer’s experience, one of the first critical steps is mapping out the entire customer journey.  From awareness, to purchase, to onboarding to active involvement, there are dozens, if not hundreds, of customer touchpoints that influence the customer experience and your customer’s perception of your organization.

By |2022-07-20T12:47:32-07:00February 24th, 2022|MLS, MLS Insights, Strategic Planning|1 Comment

Is NPS a good measurement for MLS and associations?

At WAV Group, we have been helping MLSs and associations measure their success and helping them find the areas to improve. These years of experience of hundreds of surveys has led to the creation of the first Customer Experience Index (CXI) for the real estate industry.

Innovation through Improv – Learned at CMLS

Improv is funny and magical. Many companies who lead in innovation across all industries leverage in the simple rules of improv; brokerage leadership Teams can find great opportunities for innovation and improve just about any aspect of your business.

By |2021-09-21T17:15:59-07:00September 22nd, 2021|Business Intelligence, Strategic Planning, Team Building|0 Comments

Mission, Vision, and Values: More than Fancy Posters, A Business Solution

There is that moment in an executive’s leadership life when they look around the office and think; what in the world are we doing? There is a rapid fix to getting back on track. It is the creation of three pillars that are often misunderstood: Mission, Vision, and Values. These concepts build the basis for the company road map, and they shine a guiding light on the pathway to goals-oriented success. In short, these three pillars are the foundation for clear direction. 

By |2021-06-02T08:09:31-07:00June 3rd, 2021|Our Company, Our Services, Strategic Planning|2 Comments

Is There Real Strategy in Your Strategic Planning? It May be Time for Another Tough Love Look Inside Your Organization

If you’ve done quality time in politics or at a publicly traded company, you know that strategic thinking is embedded into leadership roles and into the roles of those who support leadership. But the looming question is, how do some of them get it right and others get it terribly wrong? Let us also ask: is this process going deep enough within the institutional thinking of organized real estate?

By |2021-05-05T15:27:54-07:00May 6th, 2021|Strategic Planning, Thought Leadership|2 Comments

Black History Month: A Time to Recognize Those Left out of History, and to Address Recurring Issues, like Fair Housing

Change begins with awareness and education as the foundations to launch into strategic action.

By |2021-02-09T11:15:10-08:00February 9th, 2021|Our Company, Our Services, Strategic Planning|0 Comments