RISMedia's Real Estate Magazine

MAY 2018

Real Estate magazine is the industry's leading source for real estate news and information since 1980. Published monthly by RISMedia, Real Estate magazine offers timely and relevant real estate news to the industry's top brokers and agents.

Issue link: http://remag.rismedia.com/i/972858

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N o one knows better than real estate professionals that suc- cess or failure comes down to how well you serve the consumer. As Jeff Bezos says, "We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better." Clearly, that philosophy is working out quite well for Amazon. But the customer experience goes much deeper than the tangible service you provide on a daily basis—it encompass- es every facet of how you run your business, whether you're an individual REALTOR®, an agent team, a brokerage firm, or an iconic national franchise, like CENTURY 21. Taking on the rebranding of one of the most recognized brands in real estate history could be described as nothing less than herculean, but Nick Bailey was up for the task. Taking over as president and CEO of CENTURY 21 at a time when the industry is changing at a breakneck pace, being challenged by a variety of well-funded competitors, Nick understood the necessity of evolving CENTURY 21 to ensure its longevity in a shifting business. While getting buy-in from brokers and agents was critical, Nick knows that the brand's fate ultimately rests in the hands of the consumer. The rebranding can't just satisfy CENTURY 21 affiliates—it must speak to consumers, as well. "Customer experience is the great differentiator, and home- buyers and sellers need to know they can expect something different from a C21® sales professional, and we feel that our new mission and visual identity helps express that to them," explains Nick in this month's cover story. Find out more about what's driving the bold new visual representation of CENTURY 21 and how it has led to a new forward-thinking culture throughout the organization, beginning on page 30. And speaking of forward-thinking, I'd also like to invite you to join RISMedia and our panel of leading brokers at our Power Broker Forum during the REALTORS® Legislative Meetings & Trade Expo in Washington, D.C., this month: "Adapt, Compete, Win: How to Wow Customers—and Agents—in a Changing Real Estate World." The Forum takes place on May 17 from 10:30 – 11:30 a.m. at the Marriott Wardman Park Hotel— you won't want to miss this thought-provoking and idea- generating session. I hope to see you in our nation's capital and, as always, wish you continued success, John E. Featherston CEO & Publisher Putting the Focus on the Consumer RELENT Real Estate Social Media Marketing: Dos and Don'ts The CENTURY 21 ® Brand Puts

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