A Digital-First Approach to Your Customer Journey

Here's how agents can heighten the customer journey by providing excellent digital strategy powered by tailored marketing programs.

Becky Poynton
April 7, 2021
5 min read

Table of content

Connecting Your Customer Journey to Your “Digital First” Strategy

We all know a digital-first approach means that every piece of communication, whether textual, visual or tonal, is conducted digitally in preference to physically. It is not a tactical checklist; more an extensive, strategic approach as to how a firm or agent interacts with people. 

The surest way to determine if your firm is avoiding such a shortfall is to set out what your typical customer wants and align that with digital capabilities. This is surely a simple exercise, since you know your customers well. Based on our research, here is a summary of a typical customer’s needs (remember that we refer to buyers and sellers loosely as ‘customers’ since essentially they are both party to a sale and are aligned in their pursuit of a transaction). 


• Want their property to sell at the highest possible price in the shortest possible time
• Want their property to be portrayed in the best possible light
• Expect their property to be highly visible and easily understood
• Want a fair, efficient and pleasant transaction


• Expect to be able to find a house that matches their criteria efficiently
• Want a detailed and transparent representation of applicable properties
• Want a fair, efficient and pleasant transaction

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