The Property Industry Eye reports that an internal email sent by Purplebricks CEO – Vic Darvey – spells out the ‘changes’ in how Purplebricks will focus its attention on “giving their customers the best possible customer service” and “growing the company to 10% market share” moving forward.
From “Commisery” to customer service
Purplebricks’ business model is in transition.
In 2019, they focused on pushing the “Commisery” campaign, which started way back in December 2016; playing on the “misery a person feels when they have paid significant commission and have got nothing more for it”.
There will be much more of a focus on end-to-end customer journeys moving forward, with a greater demonstration of social proof of their offering, which – like it or not – agents will have to compete with.
No doubt, it will only lead to more headlines that agents – and more importantly – the general house-selling public at large will be indifferent or attracted to.
“Purplebricks wins award for second year running over five-star customer ratings.”