August 10 2012
If you think of the "best" website you visit – what site do you think of? The answer is easy for me. I think of USAA.com. Although the USAA site is focused on financial services (not real estate), I believe there's quite a bit that REALTORS® could learn from USAA – online and offline.
USAA offers insurance, banking, investments, retirement solutions and advice to more than 8 million active duty military members, veterans who have honorably served, and their families. Twenty-five Army officers founded USAA in 1922 to insure each other's automobiles.
It is obvious that the designers of USAA.com approached their task by adopting the perspective of a consumer. You can see this in the details, things like:
Now, all this awesomeness wouldn't mean a thing if the experience was different when the interaction jumped off the Web. After all, you don't want consumers to browse your website and then never reach out to you! You want them to call you and ask for your assistance in buying or selling a home. And when they do, it's imperative that you live up to the promise of your website.
USAA is a great example of this. I have NEVER had difficulty getting a real person on the phone. I have never been put on hold for more than 30 seconds (yes, I timed it). Every person I spoke to was friendly and knowledgeable.
By creating a seamless online and offline experience, with consistent customer service, USAA has earned my respect and my loyalty. Isn't this what every real estate agent hopes for in their own business?
Do any of you bank with USAA? If so, do you enjoy their website and customer service as much as I do?