Over 50 touchpoints in most completions.

Mary-Ann-Dougherty
broken customer service
Broken customer service has to stop

And why Estate Agents simply cannot keep up with he demands of the Smartphone user.

In the high-stakes world of home buying and selling, understanding the path to a purchase is both an art and a science.

Our analysis shows that the average home buyer requires 52 touchpoints, spanning from initial research to contact with an Estate Agent to actual purchase.

What were our top findings?
There’s an average of 52 touchpoints from first inquiry (like a smart form submission, chat room query ) to completion.

The Metrics.

If one sales agent sells two homes per month, that’s 24 buyers per year x 52 touch points = 1,248 touch points a sales person has to manage in a year.

And that doesn’t include all of the other inquiries and contracts that cancel.

Average time from first inquiry to close was six months for primary residence and 15 months for secondary homes.

80% of Clients submit a smart form to start their enquiries, mostly off their Smartphone.

Drip email and newsletter campaigns can increase traffic by as much as 5%

But our research suggests a Progressive Web APP with no download required will increase enquiry traffic by as much as 20% using a combination of free notifications and SMS

Over 50 touchpoints in most completions.

How did you determine the amount of touchpoints in a single home buying transaction?

What are the top most crucial touchpoints? MIND MAP


Progressive Web APP notification advocacy
Online and QR based smart form submission
Email, CHAT and TEXT
QR based appointment booking
Bespoke Smart Brochure interaction EXAMPLE
Video interaction via Smart brochure and window QR

How can Estate Agents make the most of each touch point?
Speed is critical.

The probability of reaching an online lead goes down the longer you wait with a follow-up email, call or chat reply.

The Millennials insist on absolute immediacy on their Smartphone and the killer is that whatever platform they touched, they expect you to have a record!

Your Smart Brochure, Smart form pages, Company email, telephone calls and texts, QR links, Chat room, and Progressive Web APP have to be joined into teams within a CRM

The rule for the Smartphone user now is a maximum of 10 minutes on any medium, or they drop you like a stone.

Get it right and Smartphone advocacy on social media goes through the roof.

Within the first 10 minutes of inquiry — 98% chance of reaching them

Contact 4 hours later — 95% chance of reaching them

Contact 8 hours later — 92% chance of reaching them

Contact 12 hours later –80% chance of reaching them

Contact 24 hours later — 60% chance of reaching them

Contact 48 hours later — 5% chance of reaching them

This is why it’s critical that sales people get immediate notifications about hot leads and that follow up is relevant and automated.

Depending on the stage of where the buyer is in the purchase cycle, personalisation is important.

Estate Agent Touch Point MIND MAP

Link to Smart brochure functionality

Mary-Ann-Dougherty
Mary-Ann-Dougherty Board Mentor Maltix. The Millennials demands are extreme.

Estate Agents fail their clients by not optimising the Smartphone sales journey.

Because of old practices, Estate Agents ”still operate in an organisational Cul de sac”

Tam Duran
Tam Duran, Maltix board advisor in conversation with Will Nicholls Founder of Maltix Smartphone solutions.

Newswire, Medium Daily Digest and general property press. August 2021

Touchpoints are neglected and broken in many businesses, but particularly the property market.

Advocacy and the referral are now at the beginning of the sales cycle.

The sales cycle has been completely up-ended by the Millennials.

Mortgage moments of opportunity occur much earlier in the
process than they used to.

Ref: Maltix March 2021

They used to be at the end !

Activity based marketing has shifted to the relevant activity.

Invariably that’s on the Smartphone !

Estate Agents fail their clients by not optimising the Smartphone sales journey.

“Today’s cross-touchpoint experiences are broken“ Will Temple explains:

Because of old practices, estate agents ”still operate in an organisational Cul de sac”

Will Temple
Will Temple thought leader and coach.

They generate enough revenue to neglect their future proofing, but this can turn in a instant.

Ref: Maltix

And thats a huge problem for management that’s generally too young to make good judgment on future proofing their business.


Consumers aged 20 to 45 The Millennials.

New rules:

“They trust advocacy on social media, explore their wants on a website, but buy and engage on an APP”

And thats the problem, most Estate Agents think that using the website and the telephone is satisfying their customers needs ……………….it cannot !


Executives must shift their approach to ” identifying
high-value cross-touchpoint tasks – and then design those
touchpoints to support those tasks…”

“Brands must focus on optimising the
journey, not each individual touchpoints”

Think A to Z business, think APP in APP solutions.

All the touchpoints related to the detail, e. g, financial documents, bank statements, mortgage quotes and their decision should be chronologically incremental.

And evenly spaced in the time frame.

Say 10 weeks to sale, then 10 bitesize increments is good.

Perfect for the logic of Progressive Web APP.

Perfect for the two way communication methodology of a Progressive Web APP.

The Millennial is heavily into the one stop smartphone shop.

In both vehicle lending and mortgage lending, the
moments of opportunity occur much earlier in the
process than they used to.

By the time the savvy Millennial are in contact with an Estate Agent they are much closer to fulfilment than most Agents realise.

It can be said, that the Estate Agents role is completely changing and the variable costs of the traditional model are changing obsequiously and inexplicably.

Changing enough to affect Fixed cost models as well!

“Every loan purchase is a journey for the borrower”

It’s critical to map that journey and understand when the
moments of opportunity occur.

Then your financial institution can open timely dialogue about product choices.

Understand you percentages:

Over 80% of the completion journey focuses on the geographical area to purchase and physically looking at the property.

The Millennials put huge trust on quality videos, they have a brilliant skill set of spatial awareness, absent in the pre Smartphone generation.

A property without a top quality video is tantamount to neglect as far as the Smartphone generation are concerned.

Meeting with an estate agent is easily abandoned when they have access to video.

And the preferred method is looking up that pro-video via QR code

The clues of A to Z needs of the Millennial are already obvious, they already and painfully have a disjointed 65% internet journey with plenty of reasons to abandon the process.

Ask your team to conduct all their business on a Smartphone for a month, ban big screens and PC’s

Then you will begin to see the problems you are presiding over inside your business.

Talk to a Partner today.

APP operational within 3 months.

The Age of Cheap is Over

Mary-Ann-Dougherty

The bill for unaffordable business methodology is overdue.

Mary-Ann-Dougherty
Mary-Ann-Dougherty Maltix Partner.

Think this through for a minute, and yes Im shouting at you.

As prices continue to fall the value of your money goes up….. correct ?

Technology is incredibly disruptive and causing deflation.


Technology that used to cost millions to build can now be rented for pennies.

App share
App share technology


The smart phone is literally replacing the high street.


Since Covid, technology is doubly accelerating this trend.


The value of our money is going up because prices are going down…… now do your agree?


Government panic is accelerating the reaction to the point that money printing is at the point of by passing banks all together because banks are failing to lend.


Call it furlough, call it helicopter money, our Chancellors are not sleeping properly.


And in a deflationary cycle, obsequious debt deflation inhibits and prohibits the ability to pay off historical debt. It’s literally impossible.


Most people do not understand the difference between a million and a trillion, its time you looked at the 12 zeros in a trillion.

The bill for unaffordable business methodology is overdue.



Two party politics has produced an unprecedented dichotomy for the electorate.
Do we vote for socialism for the rich or socialism for the poor?

Both political divides sit on a system that historically relies on inflation to pay off historical debt.


Covid is forcing us into a scarcity mindset, the abundance mindset is long gone.

The Age of Cheap is Over


But stocks and property are our salvation right ?


Without 220 Trillion of printed money being printed what would the value of your UK property actually be?


Would your stocks actually have increased?


Inflation matches our picture memory.


The notion of deflation goes against our education.


It also flies in the face of everything in our fiscal life, even if we are 90 years of age.

The bill for unaffordable business methodology is overdue.


Questioning the economic picture from the inside is impossible.

It’s like trying to invent a new colour..

Government is preventing a free trade fiscal economy

The clues are all around.

Cash is out of favour.

PROOF: They even stop you on your travels if you carry too much !

Are you a business owner?

The opportunity for business to adapt quickly is only hindered by FEAR.

The tools to adapt to the new digital high street, to conduct A to Z business , remove Fixed costs and survive are in the palm of your hand.

You just have to grasp it before the wind blows it away.

I cannot shout any louder, talk to a partner today.

Mary-Ann-Dougherty Maltix Partner.

A Company Directors cart before the horse

It’s a well known fact that Company Directors skills are visionary and conceptual, with a notorious blind spot when it comes to too much detail, especially technology.

An article in conversation with Maltix Consultancy Partners who specialise in digital transformation.

And thats reinforced more and more by a junior asking for clearance on tech projects which the Director has absolutely no idea what it’s for.

It’s as if other departments do their thinking for them.

“I have people who do that, go talk to Nigel he does that”

With an open mind, Directors are fully equipped to force downward change, but feel that they lack the ability or the knowledge to talk “savvy tech”

Worse still they assume that technology marketing is automated in all their processes.

It can be, and there is a whole new emerging technology connected to payment systems, especially subscription based business models.

They readily sign off the expenditure for SEO and Google this that and the other but neglect the knowledge and experience from their past.

Companies with savvy boards easily outperform their competition.

Marketing is not the Horse, marketing is the cart.

Marketing people have nice comfortable salaries to protect, they see their job as complex and safe, and that might be true.

But if the Marketing people do not fully understand that the sales cycle is connected to the marketing model, then it’s a Company Directors job to rap the knuckles and ask some serious questions.

It’s too easy isn’t it?

Pay out a bunch of cash and people miraculously come to your website from Google.

But the metrics and KPI’s are a bewildering moving target and the Company Director can find it nearly impossible to evaluate what the marketing budget is actually achieving.

A Company Directors cart before the horse

It’s time to focus on the horse.

Marketing is not the Horse, marketing is the cart.

Prioritising the focus back onto the horse has a profound affect with the smartphone generation.

The Millennial’s and increasingly the Gen Z Smartphone generation have up-ended the sales cycle.

WHY WHY WHY 3 words that end in Y

They require immediacy and APP simplicity and the reward is advocacy

DETAILED BLOG HERE.

By the time they source you product or service, they are only looking for 3 things.

APP based A to Z business

Fulfilment of their order

The opportunity to be a social media advocate

Now you have a simple KPI inside your business.

An article in conversation with Maltix Consultancy Partners who specialise in digital transformation.

One month in tech is like a year

retail
Marc Lambert pioneer using a Maltix built PWA

Marc Lambert online shoe and sportswear retailer Newswire July 06 2021

I inherited a business through my mother in law, a retail shop with 22 staff and a consistent $900,000 turnover

The business had lost profitability year on year for 7 years straight.

I could see the symptoms but didn’t understand the cause.

I very nearly spurned the opportunity all together, the hours were crazy and the back office systems chaotic.

The business was just about breaking even on a very modest Directors salary.

I had actually inherited a gobble monster inside a vicious spiral of upward costs.

By chance I came across some videos on you tube under “Break even analysis “

A light bulb went off in my head, my garden was full of weeds and the pruning was going to be brutal, I needed help and fast.

My first port of call was The Maryland Chamber of Commerce in Annapolis.

I met a highly regarded Consultant in the harbor, where we sat and talked for 2 hours.

The culmination of thought had one simple answer, we had to digitise as much as possible, as soon as possible.

We had to reduce the moving parts of the business, generate more business and lower variable costs.

That was phase one and we completed that in 6 months.

What happened in reality was floor to ceiling change, so much in fact, the main shop front asset was sold and fixed costs almost completely removed.

One month in tech is like a year.

It felt like I was destroying 27 years of business knowledge.

In fact the telephone system which cost $16,000 in 2011 was the first casualty.

APP based telephony was key when Covid broke, we needed our home workers to act on order deliveries and I had to manage that through a CRM and billing platform connected to their own smartphones.

The e-commerce part of the site we kept, we removed the website and replaced it with an APP.

These decisions fundamentally changed us from being a bricks and mortar retailer to a full online retailer selling and distributing to our target sportswear audience.

My staff were amazing and turned garages and workshops into storage and distribution.

We now operate with 7 staff, all on higher salaries. Our turnover is rapidly climbing and we hope to overtake the 2019 turnover within 2 years.

We now ship coast to coast and our reputation is growing on social media.

My advice to anybody contemplating the digitizing of their business:

You have to trust your clients, it’s what they want, it’s where they do business, it’s on their Smart phone.

Marc Lambert online shoe and sportswear retailer Newswire July 06 2021

Delusional Directors waste money on marketing

Gen-z-maltix-pwa

And worse still, they corrupt their brand by not fertilising the referral by leveraging social media advocacy on their clients Smartphone.

An article published in the business press and Newswire July 02-2021

Will Nicholls MD. Maltix Partner programme.

Solving the problems of senior Business people using a portfolio of smartphone friendly digital solutions.

Will Nicholls MD the Maltix partnership
Joined up technology creates Smartphone advocacy

Gen Z Doesn’t Care

The under-18s have moved on:

Tik Tok. Snap. Maybe IG.

They want end-to-end encryption, they don’t want to be tracked, they’re afraid of online bullying and hate speech, and they don’t like ads.

Millennials Are Ready to Ditch

Using technology with more intention and purpose is a burgeoning undercurrent industry.

These Blockbusters are route and cause changers for the Smartphone generation.

 The Social Dilemma  The ShallowsIrresistibleHooked, or Digital Minimalism.

Millennials install Newsfeed Eradicator to kill their scrolling addiction, then they’ll install uBlockOrigin and Ghostery to block all ads and tracking.

Delusional Directors waste money on marketing

Millions of ultra-conservatives are ditching Facebook for a new social media platform that respects their right to be deluded.

They are Jumping ship in colossal numbers to the “Free Speech Social Network.”Parler

What’s Left Won’t Be Worth Keeping

The Gen Zers ditch, the Millennials ditch, the far-left ditches, the far-right ditches, and what remains?

Non-political sixty-somethings who like cat pictures and dancing dog videos, plus a few trolls with too much time on their hands.

75 % of all business will be conducted over the Smartphone within the next 60 months.

Gen Z
Gen Z

Directors who move from marketing their Website to genuine APP advocacy will reap the rewards on any platform!

Change will be very good news for marketers, entrepreneurs, social media users, and the public at large.

  • For marketers, more platforms give more marketing options, more niche specificity, and Progressive Web APP’s for A to Z Smartphone business and genuine customer service.
  • For entrepreneurs, there’s the opportunity to build bona fide, elegant, innovative Facebook challengers for the first time in a decade. As individualist-consumerist society grows, expect to see a proliferation of niche-specific sites in the years ahead.
  • For social media users, expect ad revenue sharing… just like Medium and Rewards from your own data !

Contact William Direct

First name: Last name: Email: Note:

Will Nicholls MD. Maltix Partner programme.

Solving the problems of senior Business people using a portfolio of smartphone friendly digital solutions.

Guerrilla tactics to control costs inside my own business.

David Kalowski
David Kalowski
David Kalowski CEO Gadget -OPS-Michigan

David is a veteran of change, Director and the board of three US Companies.

My focus is the balance sheet, thats my main job. I am responsible for my share holders, the board and I dislike uncomfortable conversations with my senior, the Chairman.

The battleground for business is a constantly shifting threat.

Smaller agile business operate without the infrastructure costs of an established Company.

Guerrilla tactics to control costs inside my own business.

It’s the mindset of the Company to continue do what’s worked in the past, and from my experience of completing an MBA, far too much of what I was taught seemed out of date, even when I was learning to qualify.

So I have been taking a more radical approach by introducing external, fleet of foot, marketing tactics and technology, using a kind of Gorilla tactic to make changes to my existing staff assumptions.

I’m interested in the consequences of that external change.

It’s an uncomfortable personal growth for some but a necessary survival technique for their future.

I am sure I’m onto something !

We are seeing hybrid sales and unexpected new markets emerge, especially when we move away from the main stay of Google marketing into the more fluid world of Progressive Web APP distribution and a focus on immediacy of service and dispatch.

I say to any Director or CEO, its time for an old phrase of the 90’s to re-emerge. JFDI.

David Kalowski CEO Gadget -OPS-Michigan Newswire 23/06/2021

Solution provider for the Michigan Chamber of Commerce

We had to let go of the stuff that used to be important.

Zo-clean-supplies
Tom Rice
Tom Rice Chief Executive chemical cleaning distribution Co West Midlands

This is a cathartic exercise, baring my business troubles from the last 2 years to my local small business community.

I wanted to share the pain but also encourage change in business operations for their survival.

We are a 40 year old industrial cleaning company distributing across the UK with a turn over of over £18 million.

The Company moto above the main entrance door to our premises hasn’t change since my late father created the company back in 1979

“If you do what you always done your gunna get what you always got”

And with the stratospheric growth of the younger faster generation, desperate to do business with us, we knew we were so behind the curve it was embarrassing.

We had lost over 20% of our contracts in 9 months.

Top heavy with administration, dated computers running spread sheets and word documents all cobbled together inside a telephone system we none of us had ever figured out.

You have to let go of the stuff that used to be important but no longer is.

So embarrassing in fact, the bust up inside our family business has been excruciating but unfortunately necessary.

Each department has been power washed, scrubbed with a nailbrush and desanitised !

Every Monday for 2 months I held “Starter, bumper, shaker, mover, let go day today, cat amongst the pigeons, out with the old in with the new, repaint, rethink and push the envelope of change” days.

The changes are astonishing but logical.

And all consequential, just part of the journey of change.

The staff age group that took to the challenge are dramatically more dynamic.

We moved to our own App based ordering system for clients.

No more paper invoicing, in fact no paper anything!

No telephones in the office, all replaced with an APP based system.

Adopted a Cloud based management system we calibrated ourselves in just 2 days!

The only thing that is recognisable from the brand of old is the brochure and even that is completely Smartphone enabled !

Tom Rice is guest speaker for online Events associated with the FSB and this article is distributed by Newswire. June 21 2021


ARTICLE LINK ASSOCIATION

20,000 small businesses could fold in West Midlands

The competition has stolen your staff.

Hotel Directors

Hotel Directors listen up.

Amazon and Supermarkets have stolen half your staff.

The few you have left are stuck doing annoying admin and jobs they didn’t sign up for.

Will Nicholls
William Nicholls Director Maltix.

Thought Leader: William Nicholls

The competition has stolen your staff.

Technology isn’t here to replace human interaction.

The Hotel industry is in a recruitment crisis.

Covid hasn’t just cut guest numbers, it’s sent staff packing back to their countries… where they’ve stayed.

And they are not coming back.

Added to the nightmare is the local supermarkets and online retailers like Boohoo, Amazon and top supermarkets are paying better wages than hospitality.

Hotel staff are spending time multi-tasking, doing manual administration and tasks not originally in their job description.

And not focusing on their area of expertise or looking after the guest experience, which doesn’t always allow for an engaged workforce.

The only solution to this dilemma is using technology that powers your guest experience from beginning to end.

You can’t avoid it any longer – you need to make better and more efficient use of technology that will save your staff from doing time-consuming jobs and manual tasks,

Here are pain points that we hear time and again.

Will occupancy return to 2019 levels?

Does it matter?

You need to be at the top of your game regardless.

Staycations are booming at the moment, but are they going to be consistent?

The travel industry is going to change as international travel opens up and occupancy rates are bound to improve.

  • Have you ensured your technology will future-proof your business?
QR resurgence
QR Smartphone resurgence ( Dummy )
  • Technology has changed hospitality forever.

    The hospitality industry has relied on manual processes and staff to operate hotels and restaurants. Progressive Web APP’s (PWA) are designed specifically for the Smartphone user.

Does your hotel still rely on these manual processes ? you’re behind the curve.

Technology such as contactless check-in, APP food-ordering , Room service and bookings are now the norm, and will be expected by a large portion of your target market, ON THEIR SMARTPHONE.

  • A number of hotels have technology at their fingertips they aren’t making the most of. Having an integrated CRM system, for example, can be a powerful tool to use your guests data to market to them using upselling and cross-selling campaigns, using SMS and APP notifications allied to digital loyalty cards.

  • The technology available for your hotel can change the way you speak to your customers, and generate more revenue for you.
Room service
Room service off your clients phone
  • New normal and Covid readiness

    Covid has changed the face of the hospitality industry forever.
  • Guests are more concerned about safety than they have been before, and you need to make sure your hotel is as safe and reassuring for nervous guests as possible.

  • Using contactless technology, for example, will reduce the points of human-to-human contact, putting your guests at ease.
  • It also focuses on business flow, logic and touch points for happier customers within your Hotel.
CRM connected to APP
CRM connected to APP
  • The online experience is not about googled websites !

    According to our research, 55% of millennials research their holiday destinations on Facebook or Instagram.

  • You need to ensure that your online platforms (APP and social media presence) are accessible and enticing, and will draw your target market’s attention to choosing your hotel for their stay.
Social media share
Shareable discounts and promotions

  • APP in APP tools are essential for clients sharing your deals, vouchers, promotions and loyalty card naturally on social media.
Point your camera to QR
Instantly connect paper to Smart phone
  • Adopting social media as your natural APP distribution ledger is dramatically different to the tactics of SEO and Google search

Contact
LinkedIn: linkedin.com/in/wnicholls
Email: admin@maltix.co.uk

Book a Zoom call. Directors only please.

My Realtor brokerage was strangled by my Agents.

Summer Hopkins
Summer Hopkins realtor.
changes in my industry.
Mrs Summer Hopkins

Summer Hopkins is a Registered Realtor from Mississauga Toronto.

She was asked to write an article for the Ontario Chamber of Commerce after addressing the needs of fellow Realtors online.

This article was consequently published on subscription Newswire.

“If we do what we always done, were going to get what we always got”

That was the opening conclusion in a pretty damming report of MY business !

I was in tears and angry for 2 days and two nights.

We firstly identified 5 problems in the business using a smart consultancy service registered with the certified management of consultants (CMC) 

My mindset had to change and it started when I sacked my marketing manager.

He simply refused to change our quite expensive strategy.

That was really tough, he had worked for me for 8 years.

Problems identified by the certified management consultancy.

Intermittent inventory levels.

Online competition.

Not addressing the needs of a Smartphone user.

High marketing budgets.

Poor database management.

My Realtor brokerage was strangled by my Agents.

The changes are very much work in progress, to be honest it was a struggle to transform old practices in our office alongside communications.

The first task was going paperless. Removing the printer was a massive change.

It’s as if a cooker had been wrenched out of our kitchen!

The next big change was putting our entire database into a CRM.

That took a long time to literally handball all history, names, telephone numbers, emails and addresses into one cloud system and then joining to an accountancy package.

We opted for Xero.

The training for Agents to use the CRM resulted in a couple more casualties I’m afraid.

But we are getting there, the changes are being managed by younger team members who have rapidly risen through the ranks.

The speed they get stuff done is mesmerising, its as if all the time they spend on social media is just an extension of what they achieve at work!

Very impressive.

Our inventory levels have grown by 16% in 8 months and the marketing budget has dropped significantly.

Our attention to detail with client Smartphone communications pays dividends through natural online marketing.

I’m pleased and happy to share.

The next phase is quite revolutionary, we are copying trends from other markets.

Listen out for an update in a few months time.

Summer Hopkins is a registered realtor, business woman and writer.