![]()
You obsess on product, tweaking it to perfection.
You slave over your service, honing it to deliver a razor-sharp slice of delight.
You market your goods, crafting the most inviting offer.
You think you’ve nailed the customer experience.
Not so fast, Timmy.
No nutritional value
Jeff Smisek, United Airlines’ CEO, spoke at me from the screen. He labored on about the improvements his airline is undertaking just for me.
It was all talk.
Gate 16 had one electrical outlet — a droplet for the dozens of thirsty travelers in need of juice. Boarding was painfully slow. The cabin reeked of locker room sweat and mildew.
The onboard service ran out of real food by the time they reached my row. I was offered Pringles. I passed. They had the same nutritional value as the scuzz caked onto my seat.
The week prior I was on a Virgin flight. It was heaven. This week, I was in hell.
Virgin created heaven by attending to the simple things. Things they know turn us on. Things attainable by United — or any airline — if they reached high enough.
Brand vibes
Ever walk into a place and it just feels wrong? Think Rite Aid. Radio Shack. Payless Shoes. Toys R Us. Denny’s.
Each of these establishments offers the things you’ve entered to acquire. Yet something about the vibe is off. The way things are laid out or designed or the aura the store projects just doesn’t play to your sensibilities. Or to your desire to feel special as their customer.
Instead, you feel like a number. Part of a faceless herd.
Ever go somewhere you never wanted to leave? We all have. These are the places that attend to those little things that make us feel special. The details add up.
For example:
Whole Foods. You shop for more than food at this grocery store. You go to rediscover sustenance. Meet new brands. Local purveyors. Secure the finest ingredients. You leave with items that were never on your list.
Car2Go. It’s transportation, environmental commitment and personal convenience. Avis tried harder for 66 years. Car2Go is trying a lot harder. And they’re winning loyal fans wherever they go. They’ve simplified process and price and made it easy to be environmentally responsible. That feels good.
Four Seasons. Enter the front door. Serenity. Their service bar is high. And it’s consistent. You expect to feel good during your stay, and you leave happy.
Virgin. Their presence is an oasis in the middle of a harsh airport desert. Calm. Convenient. Designed for modern life. People wait at their gates to pass the time until their United flights board. Soaking up the good vibe.
We respond to the simple things these brands do. Time and time again.
Love your customer
Everyone wants unabashed loyalty from their customers. To get that, you’ve got love them in lots of little ways.
Some examples come to mind immediately:
Voice mail. You have an ambiguous, sterile or long message with endless menu options. Fix that. People call you because they want to speak to a person and get information. Make it easy. Personable. And to the point. No one wants to call a menu system so remove it if you can. A friendly, helpful voice that greets people every time and provides them the information or the direct line they need right away is a small thing that goes a long way to getting them to call you again.
Website. Busy websites stress visitors. The more choices, options, images and elements you place on a page, the more likely it is users will bounce or get frustrated trying to find the thing they came to the site for. I know about the pressure you’re under to place everything on the home page. Resist it. The simpler, cleaner and more user-focused the site its, the more of a calm, engaging and clear vibe it gives off. You can scream at the user, or whisper gently. Choose wisely.
Office space. Brokers: Spend a few grand sprucing up your office. Pop a coat of fresh color on the wall. Here’s another idea: Design some of your retail space like rooms in a home. A den. A Finished basement. A bedroom. A man cave. This could be a cool, feel-good environment for agents to meet with clients. Especially if these rooms are staged beautifully. Maybe a local furniture store or decorator could curate and design in exchange for free advertising. Make them want to come for a visit.
Aftercare. None of us do enough to service people post-sale. Asking customers for referrals or sending them holiday cards is OK. That’s touching them. But in a creepy sort of way. People yearn for something more meaningful than a touch. They yearn for value. Relevance. Starbucks sends me a coupon for a free drink on my birthday. That matters more to me than a Hallmark card. Conjure up something more meaningful than a turn your clock back this Sunday reminder. There are a million ideas here — too many for me to list.
Fun. Enjoyment. Happiness.
At Ikea, a color-coded path eases the ordeal of navigating thousands of products. Creatively orienting their goods inspires shoppers. Ikea makes shopping fun, which makes their customers feel good in the process. It’s the simple, singular difference between them and every other furniture manufacturer.
You will return.
Fun baked into functionality. Enjoyment at the beginning of the experience. Happiness when it concludes.
Here’s the thing to consider: The average customer in real estate doesn’t experience fun during the process. It’s clear why. Real estate is stressful. But so is flying and buying furniture — and Virgin and Ikea have taken aim right at that stress, resulting in amazing customer experiences.
While you ultimately can’t extract all the stress from the real estate transaction, you can address the simple things around it that determine how that stress is felt.
You feel me?
Tag Archives: Cross River NY Homes
Why Small Business Is Making a Mess of Social Media | Cross River Real Estate
“Does your small business have a social media marketing strategy that takes time and effort but fails to deliver a positive ROI (Return on Investment)?” Most small business Internet marketing campaigns are in the same boat!
If your business puts more time, effort and money into its social media than the returns warrant, then it’s time to take stock. Don’t be afraid to make bold changes regarding social media strategy.
Like any business activity, social marketing needs to provide some sort of return – there’s little point in wasting resources on it simply because that’s what everyone else is doing. This article will contrast the growth in social media with its poor returns, and discuss how you can get more for less from your Internet marketing budget.
Business & social media
According to a recent report by email marketing company Vertical Response, who surveyed 500 small businesses:
- 90% of small businesses are on FaceBook
- 70% are on Twitter
- More than half have a blog
- 25% spend 6- 10 hours a week on social media
- One third of small business owners and managers wish they could spend less time on social media
The stats also indicate that the amount of time spent using social media is increasing each year. And, four times as many small businesses have increased their social marketing budget – as opposed to those who decreased it.
Doesn’t something strike you as odd about these figures? Businesses are increasing their engagement and spend on social media, while wishing they could do the opposite (spend less time on social media).
The only time any business owners wants to do something less, is when (s)he doesn’t feel like it is bringing in a tangible return.
So why is everyone jumping on the social media bandwagon?
I believe it is because:
Social media marketing is driven by small businesses’ fear of losing competitiveness.
Yes, building social influence is important, but the process of building social influence is not trivial. In addition, building social influence is not the core competency of small businesses, so the amount of effort that is wasted on ineffective Internet marketing is very high.
Ultimately, a poorly implemented and ineffective social marketing strategy is a waste of time and money.
Small business social media returns
Many small businesses are scared of losing competitiveness if they aren’t well represented on the popular social networks like FaceBook, Twitter, LinkedIn and Google+. So they invest time and effort (and a bit of money) to grow their “social influence“.
To put this into perspective, according to the latest research report by Forrester:
“Social tactics are not meaningful sales drivers”
They arrived at this conclusion after analyzing the primary sales drivers for eCommerce and found that less than 1% was driven by social media.
Social media evangelists will point to the fact that social media offers many indirect and intangible benefits, and they are absolutely correct. But 1%, really?
Modifying your small business marketing strategy
I am not advocating that small business dumps social media marketing. But, I think someone has to put their hand up and ask why everyone is diverting resources into something that hasn’t been shown to provide great returns across the board for everyone (of course, there are plenty of individual examples of social media marketing success).
Given that the majority of all Internet traffic still originates with search and that mobile will outstrip PC Internet access in the next year or so, my advice for small businesses with limited budgets and resources for Internet marketing is to do the following:
- Focus on building a high quality content based Web presence (i.e. a blog, whitepapers, video, podcasts, etc)
- Integrate social media into your content creation (i.e. share buttons, tweet about new posts or interesting facts)
- Ensure your content is accessible using responsive Web design
In other words, make your content a platform from which to engage socially and on whatever device your customers choose to browse with. It’s the content, the message, that will drive your social influence.
By focusing on creating high quality content, not only will you build a sustained source of high quality organic traffic from the search engines, you will also be in a position to build authority and trust that leads to social influence.
Once you have social influence, you are able to leverage it to drive business growth and sales.
Does your company have a successful social marketing strategy? What do you do that makes it more successful than other companies? Alternatively, do you feel like you are floundering when it comes to Internet marketing and social media? Share your marketing tips, ideas and experiences in the comments.
30 Responsive Portfolios For Your Inspiration | Cross River Real Estate
Strong new home sales brighten housing picture | Cross River Realtor
Strong new home sales brighten housing picture
New U.S. single-family home sales surged in September to the highest level in nearly 2-1/2 years, further evidence the housing market recovery is gaining steam.
The Commerce Department said on Wednesday that new home sales increased 5.7 percent to a seasonally adjusted 389,000-unit annual rate — the fastest pace since April 2010, when sales were boosted by a tax credit for first-time home buyers.
Although sales in August were revised down to a 368,000-unit rate from the previously reported 373,000 units, the tenor of the report was relatively strong, with the median price of a new home rising 11.7 percent from a year ago.
The quickened pace in the housing sector is good news for the economy, but it remains one of the few bright spots.
“Housing is now a positive for the economy after years of being a drag, but it’s not enough to counteract the slowdown in manufacturing, which was the star,” said David Berson, chief economist at Nationwide Insurance in Columbus, Ohio.
A second report showed only a modest pick-up in factory activity this month amid a darkening cloud of economic uncertainty at home and slower growth abroad.
The home sales data was the latest to show the housing market on the mend from its brutal collapse in 2006, which dragged the economy through its worst recession since the Great Depression.
Rising sales are pushing down the stock of unsold properties on the market, lifting prices and giving builders more confidence to take on new projects.
Demand for housing is being driven by a steady rise in the number of U.S. households, which had declined during the recession as financially strapped Americans moved in with family and friends. Modest job gains, increased job security and record low mortgage rates are encouraging many to seek home ownership.
The U.S. Federal Reserve has targeted housing as a channel to boost growth, announcing last month that it would buy $40 billion in mortgage-backed securities per month until the outlook for employment improved substantially.
The action helped push already low mortgage rates even lower. However, mortgage rates rose last week, dampening demand for loans to purchase homes during that period.
The Fed’s monetary policy committee on Wednesday stuck to its ultra accommodative stance even as it acknowledged that some parts of the economy, including the housing market, were looking a bit better.
MANUFACTURING SLUGGISH
While the Fed’s stimulus is supporting the consumption side of the economy, concerns about domestic fiscal policy and slowing global demand are hobbling the production side.
In a separate report, financial information firm Markit said its U.S. “flash,” or preliminary, Purchasing Managers Index for the manufacturing sector edged up to 51.3 this month from 51.1 in September. A reading above 50 indicates expansion.
A modest rise in output helped boost business conditions in the sector, which suffered its weakest quarter in three years during the July-to-September period.
But fewer orders from domestic clients and a fifth straight monthly decline in overseas demand for U.S. goods indicated manufacturing was acting as a drag on growth and employment, said Markit Chief Economist Chris Williamson.
“Purchasing managers report that the key to the ongoing weakness remains uncertainty among customers in export markets, notably Europe and Asia,” he said.
The slowdown in factory activity is largely the result of fears that the U.S. Congress might fail to avoid the automatic tax hikes and government spending cuts that will suck about $600 billion out of the economy next year.
The housing data, however, showed no signs yet that the so-called fiscal cliff has crossed the radar of ordinary Americans.
The inventory of new homes on the market remained near record lows in September, although some economists worry a pick-up in building activity could undercut the market if sales do not rise significantly further.
At September’s sales pace it would take 4.5 months to clear the new homes on the market, the fewest since October 2005 and down from 4.7 months in August.
Sales last month were up in three of the four regions. They tumbled 37.3 percent in the Midwest.
Cross River NY reads Employment Rate | Cross River NY Real Estate
U.S. sues Bank of America over Hustle mortgage fraud | Cross River NY Homes
Move Inc. mortgage lead platform gaining traction | Cross River NY Real Estate
Screen shot of PreQualplus tool on Realtor.com
After getting off to a false start, Realtor.com operator Move Inc. says its mortgage lead generation platform, PreQaulplus, is taking off, receiving more than $4 billion in mortgage requests during the summer buying season.
Citing the increase in mortgage prequalification applications, Move Inc. says it’s expanded the PreQualplus platform to accommodate multiple loan originators.
Move launched a lending site that included prequalification tools, MortgageMatch.com, in December 2010, with Houston-based Cornerstone Mortgage Co.
The companies said they planned to integrate MortgageMatch.com’s prequalification tools into Realtor.com to help homebuyers focus on homes they were most likely qualified to buy.
But Move and Cornerstone parted ways, and Move stopped offering loans through the site within a few months of launching it.
Last year, Move launched PreQualplus with MetLife Home Loans, the residential mortgage division of MetLife Bank, N.A. But in January, parent company MetLife Inc. announced that MetLife Home Loans was getting out of the forward mortgage business.
To keep PreQualplus alive, Move then partnered with Discover Home Loans Inc., an Illinois-based lender licensed in 49 states (all but New York). This week, Move announced that it had brought a second lender to the platform — Irvine, Calif.-based Intercap Lending.
“PreQualplus has expanded to support multiple mortgage originators and will continue to add loan originators to meet rising demand, particularly in the states of California, Florida and Texas,” Move said in announcing the addition of Intercap.
PreQualplus employs an automated underwriting process to evaluate consumers’ credit scores and their capacity to afford monthly mortgage payments using decision-making technology based on pricing, eligibility, underwriting, a full credit history review, credit risk analytics, and loan scenario modeling.
Consumers can access PreQualplus at PreQualplus.com or on Realtor.com by clicking on “Estimate My Payment” or “Get Prequalified Today” links on Realtor.com listing detail pages.
Rival real estate search portal Trulia got into the business of generating leads for mortgage lenders last month with the launch of a consumer mortgage rate and fee comparison tool. Participating lenders include First Financial Services Inc., BNC National Bank, West Star Mortgage Inc., Box Home Loans, CapWest Mortgage, North American Savings Bank, RoundPoint Mortgage Co., RMC Vanguard Mortgage and First Choice Bank
Zillow has been offering mortgage loan quotes from multiple lenders on its “Mortgage Marketplace” since April, 2008 — a service the company says generates more than 300,000 consumer loan requests a month.
Google launched a consumer mortgage comparison service in 2009 which became part of Google Advisor before being discontinued without explanation, Search Engine Watch reported in February.
Is Land a Good Investment? | Cross River NY Real Estate
If you bought land in California in the 1970s, you’d probably opine that land is a good investment. If you bought it in 2006, and now it’s worth a fraction of what you paid, your opinion would probably differ. Most knowledgeable real estate investors will agree that buying land is not a good idea, and this includes buying small parcels of land and/or potentially investing in a large land deal. There’s just way too much risk.
Land is speculative
Here is the issue with land: It’s a 100 percent speculative investment. You are 100 percent hoping that the value will go up to provide you a fair rate of return. And it might. But will it go up enough to provide you a fair rate of return for the extreme risk that you are taking holding that land?
Here’s the risk
Let’s say you buy $100,000 worth of land, and you pay cash. It’s still going to cost you money each month to cover property taxes and insurance. And, here’s the kicker: It’s also costing you the opportunity cost of capital.
You probably took $100,000 out of your mutual fund account, or other financial asset, to buy the land. And when that money was in the financial account, it was probably earning interest — let’s say 5 percent — but now it’s not earning anything because you took it out of your account to buy some dirt. So you’re really effectively losing 5 percent in wealth each year because you’re not earning that return. Unless, of course, the land goes up that much in value plus compensating for property taxes, insurance and other annual costs.
As an example, if you have $100,000 and put it into a mutual fund, you’d earn 5 percent, or $5,000, per year. That’s cash in the bank that you can reinvest to earn even more money. After 10 years you’d have your original $100,000, plus $50,000 to $70,000 additional cash/financial asset earnings.
On the other hand, if you bought land, you’d earn no interest or dividends, and after 10 years you’d have a piece of dirt that you’ve been paying taxes on. Will your land have gone up enough in value to match the returns you would have earned on a financial asset?
In addition to those significant financial issues, land also can be contaminated, undevelopable or have significant development restrictions, among other issues.
Who might consider land?
Land may be a good investment for home building companies and long-term corporate land investors with extensive development and entitlement skills and experience, and significantly diversified portfolios of land to reduce their overall risk. But for small investors, it’s a high-risk gamble with little chance of earning a fair rate of return. There are much better investment opportunities, such as stocks, bonds, mutual funds, rental properties or, quite frankly, heading to Las Vegas for the weekend (where, by the way, many an investor has learned some tough land investment lessons in the past decade!).
Tenant fights fee for removing shabby carpet | Cross River Real Estate
Q: I moved into my apartment eight years ago. At the time, the carpeting was in pretty bad shape with spots that wouldn’t clean or would come back after cleaning. By no means was it remotely “new,” as it appears it was the original carpeting installed when the building was built about 12 years ago.
After about five years of my tenancy, the carpet was lifeless, matted and fraying at the seams. There were issues on the stairs that were unsafe. The landlord was pretty dismissive of all repair projects, so I decided to remove the carpet and paint the floors.
Then recently, out of the blue, my landlord had an “annual inspection” for the first time in eight years and he noted the carpet was gone. He said I’ve cost him $800 and I would have to pay for replacing the carpet when I moved out. My contention is I saved him a lot of money by removing it at my cost!
I think I am a pretty good tenant, but you should know that I have been late with rent in the past. But I have a payment plan in place and am repaying back rent.
My concern is that he is charging me money to replace the carpet. I don’t think I should have to. He would have had to replace this carpet if I ever moved out.
Also, the dishwasher broke a while back and when I asked him to fix it, he said, “When you repay back rent, I’ll do something about it.” This was one of the amenities of the rental and now I don’t have use of it. Shouldn’t he have to fix it or lower the rent?
A: You have several issues here. First, the carpet does have a reasonable life and 10-12 years would certainly be about the most anyone could expect out of a typical apartment-grade carpet even with modest use and the best care. So I think your landlord needs to back off on the demand for the full replacement value of the carpet.
You correctly point out that the old carpet and pad would have to be removed and replaced before renting to a new tenant, and while the fact that you have already removed the carpet won’t likely save your landlord any money, it certainly won’t cost him much. In other words, the removal savings are offset by the fact that new tack strip will have to be installed.
The issue with the dishwasher not working and your landlord refusing to fix it or replace it until you pay the full back rent is a concern. You are correct again that the dishwasher was a feature or amenity of the rental unit when you moved in and the landlord needs to have someone out to look at it and either repair or replace it.
Q: You recently responded to a question about a roommate situation in which one of the roommates simply left over the weekend and the remaining roommate was stuck paying the full amount of the rent until he could find a new roommate that the landlord would approve.
This happened to me when my ex-girlfriend abandoned me and the lease, refusing to pay her half of the rent. I paid my half to the landlord to keep in good graces with him, but that is all I can afford. The landlord seems to be on my side, so my question is this: Can the landlord go after my ex instead of me for the defaulted balance, costs, etc., associated with her abandoning the lease?
I ask because I understand the landlord is entitled to and will get the unpaid or lost rent as well as damages to re-rent the property due to this breach of contract. I understand he can go after me or my security deposit if he wants. However, if the landlord wishes to just pursue the “guilty” party, is it possible for him to sue and collect from that party alone in any way?
A: As you seem to clearly understand, you and your roommate are “joint and severally”
responsible for the full amount of the lease as well as all of the other terms such as damage. This legal language essentially means that you are both (joint) and individually (think of severe as in separately) obligated for all the legal and financial aspects of your lease.
Yes, your landlord could choose to understand your situation in which your roommate suddenly abandoned the rental unit and left you responsible for the full amount of the rent. He could decide that you are not responsible for the “other half” of the rent. There is no legal restriction other than a landlord needs to be cognizant of fair housing laws and not allow some tenants grace while punishing others.
However, in my 30-plus years of experience, not too many landlords are willing to agree that a roommate paying “his half” is not obligated for the full rental value. Most landlords have mortgages and need the full rental income to cover their ownership and operating expenses. So, if your landlord is willing to make an exception for you, I’d say you are a very lucky person and have a great landlord.
via inman.com
FICO reveals behaviors behind sterling credit scores | Cross River NY Real Estate
Tight mortgage lending standards have dashed the hopes of many would-be homebuyers, but the developers of the most popular credit risk score today revealed some habits and behaviors of “high achievers” with FICO scores above 785.
More than 50 million people — about a quarter of all people with credit scores — are considered high achievers and tend to have “strikingly similar” credit habits regardless of background or life experience, San Jose, Calif.-based Fair Isaac Corp. said.
Some of these habits are fairly predictable: They keep low revolving balances relative to their available credit, don’t max out their credit cards, and consistently make payments on time.
But high achievers are not debt-free. They have an average of seven credit cards, including open and closed accounts, and carry balances on an average of four credit cards or loans. One-third have balances of more $8,500 on nonmortgage accounts.
Nevertheless, almost none — less than 1 percent — have an account past due. The overwhelming majority, 96 percent, have no missed payments on their credit report. Those who do have long since mended their ways — their last missed payment happened an average of four years ago.The FICO score ranges from 300 to 850, and is used by virtually all lenders to gauge credit risk and the likelihood a borrower will repay a loan. The credit score can affect how much money a lender will offer and at what terms; higher credit scores mean borrowers can potentially save thousands of dollars over the life of a loan, FICO said.
Ellie Mae Inc., which provides mortgage origination software to lenders, reports that the average FICO score for mortgages approved in September was 750, with borrowers making down payments averaging 22 percent, having front-end debt-to-income ratios of 23 percent and back-end DTIs of 34 percent.
Those whose applications were denied had an average FICO score of 704, with borrowers willing to make down payments averaging 12 percent. The average front-end debt-to-income ratio was 27 percent; the average back-end DTI was 44 percent.
The average FICO scores for purchase mortgages eligible for purchase and guaranteed by Fannie Mae and Freddie Mac was 762 (compared with 729 for denied applications), while FICO scores on FHA-backed purchase loans averaged 701 (compared with 665 for denied applications).
Because payment history makes up the biggest chunk of how a person’s FICO score is calculated — 35 percent — managing credit responsibly over time plays a large part towards improving one’s credit score, FICO said. This includes paying at least the minimum amount on all credit cards every month, the company added.
“Missing payments will lower a person’s FICO score, but if that happens, establishing or re-establishing a good track record of making payments on time will generally improve a person’s score,” said Anthony Sprauve, credit score adviser for myFICO, the company’s consumer division, in a statement.
By law, most negative information, including missed payments, is removed from credit reports after seven years. This does not apply to tax liens or Chapter 7 bankruptcy. About 1 in 100 high achievers had a collection on their credit report, and about 1 in 9,000 had a tax lien or bankruptcy.
“While people with a high FICO score are not perfect, their consistently responsible financial behavior usually pays off over time,” Sprauve said. “In a challenging economic period, the fact that we all have a chance to be high achievers is very good news. The lesson from these high achievers is that it’s never too late to rebuild and score high.”
FICO high achievers typically have long, well-established credit histories and rarely open new accounts, FICO said. They opened their oldest credit account 25 years ago, on average, and their most recent credit account more than two years (28 months) ago. In general, their average credit account is 11 years old.
Their balances are often low and they use only an average of 7 percent of their available revolving credit, i.e., $70 on a credit card with a $1,000 maximum.
FICO considers both positive and negative credit report information within five general categories, the company said: payment history, amounts owed, length of credit history, new credit, and types of credit used.
Source: FICO
The FICO score does not take into account attributes such as race, gender, age, marital status, salary, employment history or address, the company said. FICO’s consumer website, myFICO.com, offers tips and tools to help people make decisions about their credit.
“Because a high FICO score is typically achieved over time and takes into account dozens of variables, there are no ‘quick fixes’ for rapidly improving scores or repairing bad credit,” Sprauve said.
“Practicing good credit behavior consistently over time and regularly checking your credit report for errors can be instrumental for achieving a high credit score, which can lead to better loan terms and lower interest rates. Achieving good credit health is a long-distance event, not a sprint.”








