Bad Customer Service can WIPE OUT a LOT of goodwill away in minutes!

Every company SAYS they have good customer service, but we all know the truth – many companies believe they are customer-centric, but when it comes right down to it, they don't always live up to the promise. I am going to use my brand relationship with my most frequently travelled airline to illustrate this point. With this unnamed airline I have had a really good year. I travelled almost exclusively with them, helping to raise my status level to the point where I travelled more in free upgraded first class seats than not. I was privy to the attention of [...]

By |2018-05-03T21:23:51-07:00January 12th, 2015|Main category, MLS Insights, Our Services, Strategic Planning|Comments Off on Bad Customer Service can WIPE OUT a LOT of goodwill away in minutes!
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Keep your organization ahead of the WAVes of Change happening in 2015!

As we end 2014 now is a great time to sit back and reflect on the best ways to help prepare your organization for the inevitable evolutions and revolutions we may experience next year. Do you sometimes feel like your Board of Directors and key staff are out of touch with what’s really happening in the real estate industry today? Do you sometimes feel a bit isolated and would like to know if other organizations are facing the same challenges you are? Is your organization suffering from stifled and cumbersome decision-making? Here’s what can happen when an organization is out [...]

By |2018-05-03T21:23:52-07:00December 18th, 2014|Broker-Agent Information, Main category, Marketing, MLS Insights, Our Services, Strategic Planning, Technology Evaluation|Comments Off on Keep your organization ahead of the WAVes of Change happening in 2015!
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Waves of Change Are Coming…Are you Ready?

We all know that the floor is shifting in the real estate industry. There’s a general discomfort among brokers and Associations that the world as we know it could go away soon. So what can you do to prepare?   Are you staying close to the new players entering the real estate space? Are you listening closely to what today’s real estate customers are demanding and many times NOT getting from their agent?  Are you proactively talking about the ways that the industry is changing and how it is affecting your local real estate marketplace? Here’s what can happen when an [...]

By |2018-05-03T21:23:56-07:00October 31st, 2014|Main category, Marketing, MLS Insights, Our Services, Strategic Planning|Comments Off on Waves of Change Are Coming…Are you Ready?
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30 Days and Counting

“How do you like your new gig,?” asked Lew Sichelman, perhaps America’s most ardent and prolific consumer real estate columnist and my dear friend of nearly 30 years, by phone the other day. “Unbelievable!,” I answered, wanting to forget that I learned that automatic response from a Tommy Hopkins sales training class I took a dozen years ago. But it’s an accurate description of how it’s been to join a team that is clearly among the most revered and respected professionals in real estate. On September 23, Victor Lund and Marilyn Wilson told the world that I was joining their [...]

By |2018-05-03T21:23:56-07:00October 29th, 2014|Main category, Our Services|1 Comment
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Raising MLS User Intelligence with MLS Drip Training

All MLS systems are pretty easy to use. Without any training, even a new real estate professional should be able to access the MLS and use its core features like search and add/edit listings. Watching a new agent log into the MLS is a great way to measure the ease of use. Try it sometime. Raising MLS user intelligence is a goal of every MLS organization. When WAV Group performs MLS user satisfaction surveys we learn that a large problem is that MLSs provide services and features that many users don’t know about. We did a survey last year for [...]

By |2018-05-03T21:23:57-07:00October 15th, 2014|Main category, MLS Insights, Our Services|Comments Off on Raising MLS User Intelligence with MLS Drip Training
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The Lasting Value of Knowing What Your Customers Are Looking for 

The Case for Measuring Customer Satisfaction Regularly MLSs are monopolies right?  They OWN their territory so they don’t have to worry about customer satisfaction.  Few in the industry would ever agree to this statement but in reality, many act as though they are a monopoly – not paying close attention to what their customers are asking for.  Can you honestly say you know what your MLSs strengths and weaknesses are?  Do you know what frustrates your customers or how you might hinders them from selling real estate as effectively as they could?   Do you occasionally get a board member that [...]

By |2018-05-03T21:23:59-07:00September 23rd, 2014|Broker Technology Research, Main category, MLS Insights, Our Services|Comments Off on The Lasting Value of Knowing What Your Customers Are Looking for 
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Real estate industry veteran to lead WAV Group Communications

Arroyo Grande, CA – September 23, 2014 – Real estate industry communications and marketing veteran Kevin Hawkins has been named President of WAV Group Communications, the newest division of the real estate industry’s leading consulting firm, WAV Group. Being officially introduced at the CMLS2014, the Council of Multiple Listing Services national conference that starts tomorrow, September 24-27 in Huntington Beach, California, Hawkins will expand and deepen the communications services The WAV Group provides to leading MLS firms, REALTOR® Associations, top real estate brokerages, and real estate technology firms. “We have known and worked with Kevin for a long time. He [...]

By |2018-05-03T21:23:59-07:00September 23rd, 2014|Main category, Marketing, Our Services|1 Comment
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WAV Group 2014 Road Map to Listing Syndication

 Listing syndication to online portals is in the throws of a revolution in real estate today. Listing syndication has followed a philosophical pattern first envisioned by the German philosopher G.W.F. Hagel in his triadic process - thesis, antithesis, and then synthesis. This paper will walk though the first two phases of the process, discussing the evolution of the original thesis of listing syndication followed by the new roots of today's chaotic antithesis. The industry is developing a plethora of new models to transmit listings for online advertising at a pace that is eroding the effectiveness of the process in a [...]

By |2018-05-03T21:24:03-07:00July 22nd, 2014|Broker Technology Research, MLS Insights, Our Services, Strategic Planning|Comments Off on WAV Group 2014 Road Map to Listing Syndication
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Consulting Minds Think Alike

On the eve of publishing a WAV Group paper on listing syndication, consulting firm Clareity Consulting published a paper on the same topic days ahead of us. They did a great job on their paper and Victor Lund considered delaying or eliminating the WAV Group paper from publication. But a read of both papers is probably healthy for today’s real estate brokers, MLSs, and publishers. Clearly, listing syndication remains an abrasive business struggle in real estate. Both Clareity and WAV Group address syndication issues with clients every day – which is certainly what prompted both firms to independently publish papers [...]

By |2018-05-03T21:24:03-07:00July 15th, 2014|Main category, MLS Insights, Our Services, Strategic Planning|1 Comment
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WAVinar eMails

WAVinar Invitation Our industry is moving really quickly these days.  There are so many challenges facing MLSs today threatening the viability of the entire industry!  Lawsuits, new players, technology revolutions, economic shifts….It is difficult and expensive to keep MLS leadership teams up to speed on the myriad of events, trends policies and legal issues and research affecting the business. MLS organizations and their leadership need to keep up on all of the trends so they can make proactive decisions to keep their organizations relevant.  That’s why the WAV Group created its new WAVinar series. The WAVinar is designed to provide [...]

By |2018-05-03T21:24:04-07:00July 15th, 2014|Broker-Agent Information, Main category, Our Services, Technology Evaluation|Comments Off on WAVinar eMails
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Inman Real Estate Connect SF

WAV Group and RE Technology is looking forward to attending Inman Real Estate Connect in San Francisco next month – July 16th – 18th.  The annual industry gathering in one of America’s great cities to discuss issues is among our favorites. Unlike a lot of industry conferences, Real Estate Connect addresses topics in an “in your face style” which is unique. I remember Billionaire Barry Diller sitting on stage getting booed by the audience when he said,  (my paraphrase) “At LendingTree, we take your listing data, generate consumer leads, we sell them mortgages, and we sell you the real estate [...]

By |2018-05-03T21:24:10-07:00June 5th, 2014|Broker Technology Research, Main category, Marketing, Our Services, Press Releases|Comments Off on Inman Real Estate Connect SF
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Third Party Site or MLS? Why not both?

MLSs, with their consumer-facing websites, long to find ways to make their sites more engaging, attracting more visitors and ultimately more exposure to their member’s listings. The Houston Association of REALTORS®, arguably one of the most progressive and gutsy Associations in America today, has done it again.  They have become the first MLS consumer site in America to allow listings from brokers around the state of Texas via Listhub. Listing syndicator ListHub will feed listings to public-facing websites operated by multiple listing services, and the Houston Association of Realtors is the first to sign up for the new program, which [...]

By |2018-05-03T21:24:12-07:00May 7th, 2014|Main category, MLS Insights, Our Services, Technology Evaluation|2 Comments
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