Do Your Subscribers Know What Direction You are Headed?

In the WAV Group Customer Experience Index survey launched this year, we measure subscriber perceptions of where the organization is headed. While most participating MLSs are perceived to be moving more in the right direction than the wrong, there is room to drive home a more clear-cut understanding of the key priorities of the MLS. We find two overall culprits for subscribers who don’t believe their MLS is moving in the right direction. So let’s take a look at the two main hurdles I have seen MLSs struggle with over the years. 

By |2025-03-16T05:34:43-07:00October 28th, 2022|MLS, MLS Insights|Comments Off on Do Your Subscribers Know What Direction You are Headed?
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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 |2025-03-16T05:29:40-07:00August 31st, 2022|Associations, MLS, MLS Insights, Strategic Planning|Comments Off on MLS Leaders: Pay Attention to These 3 Key Measurements
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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.

By |2025-03-16T05:28:34-07:00August 25th, 2022|Associations, MLS, MLS Insights, Strategic Planning, Uncategorized|Comments Off on Five Easy Steps to Turn a Disgruntled Subscriber into a Raving Fan
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Greater Southern MLS proves that training promotion CAN move the needle on engagement and satisfaction.

When we launched the WAV Group Customer Experience Index for MLS late last year, we were excited by all the insights and trends we knew this valuable program would uncover. We have learned that participation in training has a major impact on overall subscriber satisfaction. Analysis revealed that those that attend MLS training registered higher satisfaction across the board.

By |2025-03-16T05:27:27-07:00August 24th, 2022|MLS, MLS Insights|Comments Off on Greater Southern MLS proves that training promotion CAN move the needle on engagement and satisfaction.
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How do you get your agents to fall in love with the technology you provide?

Just knowing how to use the technology is not enough to cement agent adoption of the tool. They need to understand the bottom line: How is this technology going to make me more money? If they don’t see and experience the benefits of the tool early on, then it really does not matter how easy it is to use or how efficiently they interact with it.

By |2025-03-16T05:19:14-07:00June 8th, 2022|MLS, MLS Insights|2 Comments
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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 |2025-03-16T05:17:34-07:00April 15th, 2022|MLS, MLS Insights, Strategic Planning|Comments Off on The Importance of Peer-to-Peer Perspective to Measure Your Greatness
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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 |2025-03-16T05:15:04-07:00April 7th, 2022|MLS, MLS Insights, Strategic Planning|Comments Off on Getting a Customer-First Mindset for Your MLS
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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 |2025-03-16T05:13:47-07:00February 24th, 2022|MLS, MLS Insights, Strategic Planning|1 Comment
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Improve Virtual Training Engagement Levels for Your MLS Classes

Training is a key contact point for MLSs to encourage participation from their subscriber base.  We find that one of the largest hurdles to technology adoption is understanding how that technology works and connects to their day-to-day activities as an agent.

By |2025-03-16T05:11:17-07:00January 31st, 2022|Associations, MLS, MLS Insights|1 Comment
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Making My Company Better For Customer Experiences

One of the most talked-about themes in our industry today is how to improve the customer experience (CX). This discussion is both healthy and necessary to grow your business for today and tomorrow. One area that has a tremendous impact on improving the customer experience, which hasn't really been part of the CX narrative, is employee engagement.

By |2019-09-06T05:53:43-07:00August 20th, 2019|Technology|Comments Off on Making My Company Better For Customer Experiences
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Successful Consumer Experience Requires Broker-Agent Partnership

Three-quarters of the year of conferences and workshops have passed, and a common theme – out of many – has appeared. The industry’s dive into the consumers journey in real estate is the epicenter of today’s evolving business models. How these business models deliver a unique consumer experience through the marketing technology stack (MarTech), requires that they solve the fragmented systems of consumer data and find consumers who only engage when addressed with the right message, at the right time, and within the right medium or channel.

By |2022-02-09T12:12:02-08:00September 10th, 2018|Marketing|Comments Off on Successful Consumer Experience Requires Broker-Agent Partnership
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