Why the First Touchpoint with a Customer is Crucial in Real Estate?

Author: Riddhi Gadhiya
real estate customer first touchpoint

First impressions are everything in the world, especially in real estate. From the moment a customer walks through your door or clicks on your website, you have one chance to make a lasting and positive impact. That’s why the first touchpoint with a potential client is crucial for success in this industry.

In this blog post, we’ll explore what these first customer touchpoints are, the importance of a touch point, and how to optimize every stage for a strong relationship in real estate marketing.

What is a Customer Touchpoint?


A customer touchpoint is any interaction between a customer and a company. This can include online interactions, phone calls, emails, visits to brick-and-mortar locations, or even seeing ads. Touchpoints are essential because they allow companies to make a positive impression on customers and build relationships with them.

The first touchpoint is often seen as the most important, setting the tone for the entire interaction. It’s essential to ensure that the first touchpoint is positive and memorable, as this will increase the likelihood of the customer doing business with you again.

What is Customer Touchpoint Mapping?


Customer touchpoint mapping is a process of identifying and documenting how customers interact with a company. This includes both digital and physical touchpoints. The goal of this exercise is to gain a better understanding of the customer journey so that improvements can be made.

This process begins with creating a list of all potential touchpoints. Once this list is complete, each touchpoint should be evaluated based on how likely a customer will interact with it and its importance to the customer experience. After this evaluation, a map can be created showing all the different touchpoints and how they relate.

This map can then identify areas where the customer experience could be improved. For example, if customers often use two touchpoints but are not connected well, there may be an opportunity to create a smoother transition between them.

By understanding where and how customers interact with your brand, you can ensure that every interaction is positive and informative.

The Importance of Customer Touchpoints in Real Estate


As a real estate developer, you must make an excellent first impression on your potential customers. You aim is to build trust and credibility with them so they will choose you when they’re ready to buy a property.

Creating positive customer touchpoints means providing customers with an enjoyable and seamless experience at every stage. It’s essential to think about the little things that will improve their knowledge, such as having a well-designed website, being responsive to phone calls and emails, and providing helpful information at each process step.

In real estate sales, a few key things to remember when creating a positive first touchpoint with potential customers: be responsive, helpful, and personal. Responding quickly to inquiries shows you’re interested in helping potential customers find their perfect home and being practical means providing helpful information and resources without being pushy. And finally, being personal means creating an emotional connection with potential customers.

If you can do all these things, you’re well on your way to creating lasting relationships with customers in the real estate industry.

Building trust with your potential customers is essential to success in real estate. By creating positive customer touchpoints, you can show them you’re a reliable and knowledgeable service provider who always puts their best interests first.

Critical Touchpoints to optimize in Real Estate Customer Journey

  • Before the Purchase

Some ‘before the purchase’ touchpoints for real estate companies include social media posts, advertisements, reviews and ratings, spreading the word around, marketing content, etc. By tracking and analyzing these touchpoints, companies can identify areas to improve the customer experience.

For example, suppose a real estate marketing agency notices that its social media posts are not generating much engagement. In that case, it may want to consider creating more engaging content or finding other ways to reach its target audience. Similarly, they may want to consider changing their approach if they notice that their ads are not generating many leads.

By tracking and understanding their customer’s touchpoints, companies can make data-driven decisions that will help them improve the overall customer experience.

  • During the Purchase

The customer journey touchpoints during the purchase of a real estate property vary. They include the point of sale, conversations with the sales team, your website, site visit interactions, and more. Optimizing all of these touchpoints is essential to provide the best possible experience for your customers.

At the point of real estate sales, it is essential to be clear and concise about the purchase terms and what is included in the offerings. The sales team should be knowledgeable about the property and able to answer any questions. Your website should be easy to navigate and informative, providing potential buyers with all the information they need to make an informed decision. Social media interaction should be friendly and helpful, answering potential buyers’ queries.

  • After the Purchase

After the purchase, it’s essential to keep the customer informed and up-to-date on what’s happening with their purchase. This includes billing, follow-ups, transactional emails, support interactions, your knowledge base, cross-sell emails, and more.

It’s essential to keep your customer informed throughout the process so they are always aware of what is happening with their purchase. By providing timely updates and being available for support, you can ensure a smooth experience for your customer.


A positive and effective first interaction with a property buyer or seller can make all the difference in their experience. Building trust quickly, ensuring buyers feel valued, and understanding sellers’ needs is critical. By understanding customer needs, being accessible, and providing helpful advice at each process stage, real estate businesses can ensure initial customer touchpoints set them up for successful long-term customer relationships.

Real estate businesses seeking to optimize their digital customer touchpoints can reach out to leading real estate marketing company such as BeyondWalls for all their real estate sales & marketing needs.


Riddhi Gadhiya

Riddhi Gadhiya is a dynamic and accomplished Brand Architect specialised in Performance Marketing, currently contributing her expertise in the field of PropTech at BeyondWalls. With over 7 years of experience, Riddhi has established herself as a solution-focused and result-oriented digital marketing professional, garnering praise for her exceptional performance and track record of proven results.

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Comments (3)


The first touchpoint is often the customer's first impression of your brand, so it's important to make it count. A positive first touchpoint can lead to repeat business and referrals, while a negative first touchpoint can damage your reputation and make it difficult to attract new customers.

Manohar Parakh

Thanks to sharing a greatful content on Customer Touchpoint. it is a very cool points for us.

Vikas Sharma

Insightful! This article effectively highlights the importance of optimizing customer touchpoints in real estate.