The world and real estate has changed a lot in the past two years, but as REA Group Chief Customer Officer Kul Singh explains, there’s a lot to look forward to. Here, Kul outlines the group’s increased customer focus and some exciting new projects and programs that are on the way.
It has been two years since I stepped into the role of chief customer officer and in that time, our industry and the world at large has changed significantly.
We’ve all adapted to new and better ways and with that has come the opportunity for reflection and growth.
At REA, a significant part of that has been in the formation of the Customer Group; with one of my goals for 2022 being to foster an environment where we’re working more closely with our customers than ever before and together, driving positive change.
Most recently, we’ve collaborated with our customers in property management to tackle the significant and increased mental health challenges faced across the country.
In doing so, we’ve created Prosper – a new online wellbeing hub that provides tools, resources and practical tips from leading property management and mental health experts.
Over the coming months we will bring a range of learning modules, webinars and expert conversations to the industry, and we’re proud to be playing an active role in the betterment of the property management experience.
Alongside Prosper and our wellbeing charter, we have recently launched a Respect and Resilience training program, designed to support individuals when faced with challenging experiences and circumstances.
We know that Covid has compounded marketplace complexities and the stress we all face in our day-to-day lives.
This has led us to rethink not only what support our people need to thrive, but also how REA can contribute to supporting the prosperity of the industry more broadly.
We are training REA employees first before we look to work hand-in-hand with our customers to create a bespoke version for the industry.
Along with our focus on partnering with customers, we are also working more closely and regularly with key industry bodies and respected experts.
For example, as part of our commitment to help support excellence in real estate industry standards and policy leadership, we have expanded our sponsorship with the Real Estate Institute of Australia.
Thanks to valuable feedback derived from customers involved with our Property Panel, REA’s feedback loop program, we’ve also extended our ambassador agreements with some of the best trainers within the industry, and beyond.
Experts including Tom Panos, Lee Woodward and REA’s digital strategist Tara Christianson will provide webinars and curated content for customers as part of our Advantage program.
Whilst our Speaker Series will continue to shine a light on thought leaders from outside industry and around the globe, all supporting our customers in being the best they can be.
In 2022 you will also see us strengthening our Advantage program to include an initiative for Emerging Leaders.
This program, informed by some of our most influential customers, will see a select group of nominated customers take part in a transformational leadership and personal development program offering invaluable networking and development opportunities to help build the careers of those up and comers.
I’d also like to congratulate each one of the recently announced winners of our annual realestate.com.au industry awards, the AREAs.
Recognising those doing great work and celebrating the talent across the real estate industry is something we are particularly committed to.
Now in its sixth year, value for winners has grown to include not only media coverage and industry acknowledgement but onsite and offsite advertising – to profile customers in the consumer environment and ultimately help win new business.
In closing, I am optimistic about the positive change we can create together and building the best possible experience for all. There’s a lot to look forward to in the remainder of 2022!
