Promoters, detractors are your business

Part I: Gauging customer loyalty in real estate

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Real estate satisfaction is short-lived and clients do not engage in transactions often enough to sustain it for repeat business.

A real estate transaction lacks word-of-mouth promotional appeal, provides no social currency, the risk of a failed referral, and is limited by local marketing reach.

For this reason, the Net Promoter Score — a loyalty measurement that uses customer responses …