Customers Engaged™

Paul CardisPaul Cardis

CEO/FounderCEO/Founder

Avid RatingsAvid Ratings

Avid 3.0Avid 3.0

Customer Engagement Customer Engagement TechnologyTechnology

Customers Engaged™ Customers Engaged™

Who is Avid?

A full-service customer satisfaction and reputation management technology firm.

Working with top performing home builders & renovators across North America since 1992.

Serving over 2000 home builders throughout the US and Canada, 20% of the largest builders.

Customers Engaged™ Customers Engaged™

The new rules of engagement...

Customers Engaged™ Customers Engaged™

The average person has 125 friends and family on their Facebook page.

Customers Engaged™ Customers Engaged™

If 50 people post to Facebook and less than

10% of their friends repost 5 percent of their friends’ friends repost

1 percent of their friends’ friends’ friends repost

Your message reaches 1,183,009 people.

Word of Mouse

Customers Engaged™ Customers Engaged™

Who Do You Pay Attention To?

or

Customers Engaged™ Customers Engaged™

How Can 1 Home Buyer Affect You?

Customers Engaged™ Customers Engaged™

Customers are Wired and Dangerous

www.kbhomesucks.comwww.beazersucks.comwww.pultesucks.comwww.not-khov.comwww.bewareofroycehomes.com

TIP: Buy the Negative Versions of Your URL

Customers Engaged™ Customers Engaged™

Key DestinationsGoogle ReviewsBetter Business Bureau (BBB)Ripoff ReportOrganization Blogs

– Homeowners Against Defective Dwellings (HADD)– Homeowners for Better Building (HOBB)– National Alliance Against Construction Defects– Advocates for Quality Housing– Distressed Homeowners

http://distressed-homeowner.tripod.com/id12.html

Customers Engaged™ Customers Engaged™

Housing Trends

96% of home buyers aged 18-45

use the Internet to search for a home.

Source: 2011 National Association of Realtors Buyers and Sellers Study

Customers Engaged™ Customers Engaged™

Housing Trends

96% of home buyers aged 18-45

use the Internet to search for a home.

90% of all home buyers use the Internet to search for a home.

Source: 2013 National Association of Realtors Buyers and Sellers Study

Customers Engaged™ Customers Engaged™Source: National Association of Realtors® Profile of Home Buyers and Sellers 2013

Leading Sources to Find a Home

Customers Engaged™ Customers Engaged™

Housing Trends

96% of home buyers aged 18-45

use the Internet to search for a home.

90% of all home buyers use the Internet to search for a home.

Nielsen Ratings identified that reviews are the 2nd most trusted source behind actual referrals.

Source: 2013 National Association of Realtors Buyers and Sellers Study

Customers Engaged™ Customers Engaged™

“Online consumer reviews are the second most trusted source of brand information and messaging, with 70 percent of global consumers surveyed online indicating they trust messages on this platform, an increase of 15 percent in four years.” (Nielsen Ratings, 2012)

Customers Engaged™ Customers Engaged™

72%

Customers Engaged™ Customers Engaged™

Customers Engaged™ Customers Engaged™

Customers Engaged™ Customers Engaged™

Power of Referrals

Home Buyers who receive a positive referral from an existing homeowner are twice as likely

to buy from that builder.

Customer Reviews are as important as Customer Referrals, if not more important

Customers Engaged™ Customers Engaged™

What are you doing to connect the last mile between customer loyalty and frontline of sales?

Customers Engaged™ Customers Engaged™

Avid 3.0

GoSocial™GoTour™

GoSurvey™

Customers Engaged™ Customers Engaged™

Customers Engaged™ Customers Engaged™

Customers Engaged™ Customers Engaged™

Strategies for Reputation Management

Proactive Defense– Fill the internet with positivity

• GoSocial Programs– Facebook– Twitter– Public Reports– Video Testimonials– Mobile Apps

– Transparency - THE REAL SOLUTION

Customers Engaged™ Customers Engaged™

Customers Engaged™ Customers Engaged™

GoTour™ Screenshot

Customers Engaged™ Customers Engaged™

Exclusive Home Features Database

Customers Engaged™ Customers Engaged™

21 Years of Home Buyer Reviews

Customers Engaged™ Customers Engaged™

Impact of Mobile on Real Estate

“Over half of all the views of U.S. real estate listings occurred on a mobile device.” Wall

Street Journal, Dec 2013

http://m.us.wsj.com/article_email/SB10001424052702304096104579242370212312370-lMyQjAxMTAzMDEwMzExNDMyWj

Customers Engaged™ Customers Engaged™

AvidMobile™ Screenshot

Customers Engaged™ Customers Engaged™

Customers Engaged™ Customers Engaged™

Integrated Solutions

Customers Engaged™ Customers Engaged™

Live Demonstration

Customers Engaged™ Customers Engaged™

Discussion