David vs. GoliathHow You Can Compete with Anyone

by Giving Great Customer Service

Speed Matters

Case Study of OnlineConsumer Behavior

• 2,241 companies• 1.25 million leads• Different types of industries• B2B and B2C

Response Time Matters

47%

Response Time Matters

• Companies that responded within 30 days – average response time was 42 hours

• If you follow-up within 1 hour - 7X more likely to qualify a lead vs. if you contacted them after 1 hour

• If you follow-up within 1 hour - 60X more likely to qualify a lead vs. if you contacted them after 24 hours

Response Time Matters

• Odds of connecting with a prospect after an inquiry increase by 100X if you do it within 5 minutes vs. 30 minutes

• Odds of converting a prospect after an inquiry increase by 21X if you do it within 5 minutes vs. 30 minutes

How Fast do You Respond to . . .

E-MailText

Voicemail

How Fast do You Respond to . . .

Info 24/7 Craigs List

Web Site

LeadCenter

Consumers Have Choices

Consumers will only wait as long to get a response as it takes to:

• Click to another real estate web site

• Drive to the next sign

Proactive Communication Matters

Existing Clients Matter More

If you receive more than three “what’s going on” calls from a client during the course of a transaction, you’re not being proactive in your communication

Speed Matters

National Website Statistics

SOURCE: Hitwise Week Ending 2/11/12SOURCE: Hitwise DATE: 2/11/12