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Case Study: Berkshire Hathaway Home Services uses XMP as Key Business Driver

Berkshire Hathaway HomeServices needed more visibility into the customer feedback loop, as well as the experiences happening at both the client and agency level. Experience.com delivered an experience management solution that drove business and quickly became an anchor platform within the real estate company’s martech stack.

17,000+

reviews

45%

increase in completion 

4. 89

star rating 

At A Glance

Berkshire Hathaway HomeServices is a real estate brokerage franchise network made up of more than 50,000 agents in over 1,400 offices around the world. Franchisees serve everyone from first time homebuyers to commercial real estate clients within high-end residential markets and middle-market communities. The company prides itself on the “down-to-earth, nimble, local experts” who make up its network of members and agents.

According to Berkshire Hathaway HomeServices, “When our name goes on a real estate sign, it means something. It’s a promise of trust, integrity, stability, longevity and the highest standards of work. And we don’t take that promise lightly. That’s why you’ll see these values reflected in every office, every agent, every interaction. Berkshire Hathaway HomeServices is the name buyers and sellers trust.”

The Opportunity

Berkshire Hathaway HomeServices needed greater visibility into the customer feedback loop. Its previous customer survey process was not only outdated, it rendered useless results that failed to improve overall customer experiences or impact employee experiences. The company needed a new system that not only gauged customer satisfaction, but offered insight into how their franchisees were performing.

The Approach

Instead of mailing out paper-centric surveys that had abysmal response rates, Berkshire Hathaway HomeServices implemented Experience.com’s experience management platform to automate customer review requests in real-time and operationalize customer review data at record speed.

The Results

By digitizing and automating its overall customer experience process, Berkshire Hathaway HomeServices immediately generated real-time visibility into the customer feedback loop across its organization. Not only were franchisees and agents able to see how customers rated their performance, it gave them tools to optimize their online reputation, improve sales presentations and garner significantly more customer referrals and higher online ratings.

Experience.com is a key business driver for us. We consistently outperform the market as a brokerage, so we know that our CX strategy -- that includes this customer service piece -- is working. Experience.com's experience management platform is one of our secret weapons and has helped us create a culture of excellence. It is absolutely one of the anchors within our tech stack.
David Mussari
Managing Partner, Berkshire Hathaway HomeServices

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