I was on Trulia the other day helping my partner set up an ad campaign for his real estate business. The experience, which I’ll go over in just a bit, made me realize that the real estate business has already addressed some customer experience pain-points that exist yet remain unresolved in the car shopping process.
The Trulia Experience
When we landed on Trulia’s homepage, we immediately got what the site was about: real estate property search. Being location-aware, the site displayed the latest activities in the Los Angeles area, including local forum questions, local listings and recommended agents.
On the top right corner of the page was a grey button that read, “For Professionals”. We clicked on it and it took us to Trulia’s agent experience flow. It’s where agents sign up for an account on Trulia, manage their profile, add their listings, ..etc.
Before creating an account, we were presented with a persuading argument of why we should be advertising on Trulia. We were offered several products ranging from the Trulia Pro that helps agents promote their listings and generate more leads to the Mobile Ads that promises to put the agent in touch with “transnaction-ready” clients.
We pretty quickly decided on the Mobile Ads product. It was a no-brainer really since we all know that people spend way more time on their phones and ipads than they do on their computers.
The Agent Experience on Trulia
After creating an account, we selected the zipcode(s) we wanted to advertise in and called Trulia to activate the ad campaign. The agent service representative, Jake, was very nice and extremely informative and helped us pick the right plan for us. We paid and and in 15 minutes, our ad was live.
We filled out the profile page, uploaded a picture and tweeted out the link to the newly minted profile. For every single one of those actions we received points, which would eventually earn us badges and get us more exposure on the site. It’s Trulia’s way of gamifying the experience and making engagement with the site fun and rewarding for agents. The points are accrued and after a certain amount you get to have a “VIP” badge next to your name.
One way of getting a quick 100 points is through client recommendation so we asked previous clients to write a review. As the reviews grew in number, so did the points.
Another way to earn points is through blogging and engaging in forums. Trulia’s forum is called Voices. The more you participate in Voices, the more points you accrue and the faster you get to sport that exclusive “VIP’ badge.
In the first three days of launching the ad campaign, we received over 12 leads. Trulia gets on average 20 million unique visitors a month as of February 2012. It’s too early to tell, but so far it’s been working as promised.
Trulia for Car Salesmen
This fun experience got me thinking about the parallels in the automotive industry. I work at Edmunds.com and just recently we held a hackathon around rethinking the car shopping experience. It just so happened that the two winning teams, MyMotive and TEGRITY, focused on solving the biggest pain point in the car shopping experience: the car salesman.
There’s no trust or connection between car buyers and the dealership. Buyers are leery that they will get screwed by the salesman. The biggest part of the problem is that car buyers have no idea who’s a good salesperson and who’s shady. They have no way right now of differentiating between the two so they walk into a random dealership with a defensive attitude and the expectation that they would be badgered, lied to and gypped.
What both MyMotive and TEGRITY proposed was a client recommendation system for car salesmen. They wanted to give the power back to the consumer to decide which salesman they want to engage with based on previous client ratings, which is very similar to what Trulia has done.
On Trulia, real estate agents are free to promote themselves and set themselves apart from the competition through client recommendations, answering forums, checking in at open houses, writing blog posts, reviewing a neighborhood, …etc, in order to get more and better leads. But the most important of all is the client recommendation piece. It’s been shown that consumer reviews play a critical role in our buying decision and I do believe the same applies to choosing a real estate agent or a car salesman.
If I were MyMotive or TEGRITY, I’d take a look at how Trulia (and Zillow, Redfin and others) promote real estate agents and copy a page from their book. Both ideas focused on rating the car salesmen but not on empowering them to manage their own brand on the website.
If we empower the car salesmen with tools similar to the ones Trulia has for real estate agents, I believe we could lessen if not totally eliminate the pain-points associated with walking into a dealership to buy a car.