Improving the client experience with commercial real estate technology

Author Ivan Smiljanic Read bio
Tags: client experience commercial real estate technology
Date: December 11, 2020

The improvement of technology has been a real game-changer for the commercial real estate business since it has improved the way brokers and real estate agents think of the market, adapt to their client’s needs, and give a more steady insight into the future of their properties.

Through contemporary technology, it has more than ever become easier to create successful branding and marketing strategies, improve customer experience, and enhance the transformation of the real estate market.

Staying relevant and promoting flexibility

Digitalization and innovation have changed the way CRE works and moved the boundaries between work and leisure. The real estate market demands high-tech, design-led, smart, and flexible working spaces, and a culture that promotes wellness, sustainability that exhilarating appeal, both to the employees and their customers want to obtain and retain.

Even more than the other sectors undergoing customer-led and technology-enabled transitions, commercial real estate companies are obligated to follow the “trend” or fall behind in the race for customers. The retail, financial services, leisure, and hospitality industries are leading the game, while real estate has had some difficulties giving customers what they want, giving the natural obligation to anticipate their demands and respond to current trends in order to remain competitive and relevant.  


One of the most influential and effective ways to promote connection is by using an individualized approach and strictly personalized market data. Personalization is valuable for most customer experiences because it involves a demonstration of our understanding of the customer’s specific circumstances, experiences, and wishes. For instance, using facial recognition technology to deliver a personalized and hassle-free reception experience for clients visiting its offices we create an individualized experience that feels personal.


The integrity of our business comes from consistent organizational needs and behavior that demonstrates trustworthiness. Trust-building behavior is inspired when your broker sets things in your favor when you get in a difficult situation. individual actions add up to overall trust in the organization, and for customers, that means delivering promises on time and irreversibly. 

Take, for instance, the way in which many organizations build a sense of community. Sometimes,  kitchens and breakout spaces provide opportunities for people to come together, exchange ideas, and collaborate. This is the first step in creating a positive company culture aligned to the values of individuals.

The golden gate bridge, SF

What does good customer experience look like?

As always, creating a good and suiting customer experience means keeping pace with their needs as they evolve! That also provides valuable information on how CRE should be designing future types of experiences and use them to support the wholesome corporate strategy.

Harnessing technology to create such intelligent interactions between customers and real estate agents simultaneously delivers an edge over competitors. This is why different businesses choose their technology wisely and accordingly, given the pace of evolution within the sector.

To ensure relevance and add to the customer experience one must uphold a consistent level of high-quality service between facilities, properties, and final buyer or renter. That’s how long term value is dispersed and delivered across the chain, ensuring that the experience is good for customers, their employees, and fits with the evolving needs of an investment group.

Next steps for commercial real estate

Contemporary commercial real estate customers are well informed, tech-savvy, and very vocal about their needs. If they don’t get what they want from some working or living space, there will be finding an alternative lease elsewhere, in the short-term.

That is why many real estate businesses are mimicking the hospitality franchise and focusing on becoming more customer-centric, turning interactions into positive experiences. With each interaction obtained with a customer, we create a new opportunity to build up their loyalty to our brand and service. They will use each interaction as a stepping-stone in building customer loyalty to their brand. 

Start by understanding the data explaining how buildings are used and what consumers most want from their working experience, CRE niche is building a wholesome understanding of the market, with individually tailored solutions to help reduce the risk of obsolescence and costly retrofitting. 

They pinpoint the criteria for identifying what companies can do to increase loyalty. They create brand consistency and ensure that every building has a unique look, feel, and expectation. And then the employees outsource services establishing brand values, and making every customer-agent contact an instantly good experience.