Generic LG PPT

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• JLL ConciergeOne brand, One experience,
  All-in-one Inside Sales team
• AEC Presentation
• September, 2017

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JLL Concierge
NEED ACCESS TO DATA TO TRY TOFORMULATE SOME HARD
DATA AND ASSUMPTIONS ON KPIS

• JLL Transformed the idea of Concierge into Real
  Estate Lead Management
• Key Differentiator against competition
• Maximized Marketing ROI
• Long-term Loyalty created
• On mass change on the way people deal with Real
  Estate
• Impeccable Customer Service with Amazing Customer
  Experience Provided by Intelligent, polite and
  knowledgeable people to direct potential
  opportunities to the correct location/team and
  ensure they are cared for in a manner consistent
  to JLLs core values.
• Connecting C-level executives

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Inbound Lead Journey Mapping
Non-Property Routing

• JLL Local Offices
• Specific JLL Contact
• Case-by-Case Review

Tech Access

• Relationship
• History
• Engagement

Disqualify
Inbound Lead
JLL Concierge

• Property Form
• 800 Call
• JLL.com Form

Consistent Personal Touch
Verified Hand Off

• Inquiry/Need
• Authentic
• Time scale
• Requirements

• (24 48 hr Follow-up)
• Escalations
• Asset Type
• City Lead
• Market Lead

Nurture
Marketing DB Inclusion

• Distribution Lists
• Follow-up alerts
• Future Prospect

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Customer journey is not linear online
experiences are as important as 11
Customers have high expectations of sellers its
not a linear journey, hard to predict the point
of need
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Marketing can help in the prospecting journey
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Digital marketing channels
Many ways to connect with prospects across the web
Digital advertising Social media Search engine advertising Email marketing JLL.com
What Banner ads that appear on websites such as Bisnow or LinkedIn. What Connecting and networking with colleagues and prospects in the industry. Example LinkedIn.com What Ads that appear when a prospect searches for certain key phrases such as Office space for rent. What Sending email communications directly to clients and prospects. What Central online hub to market and promote JLL.
Good for Targeting prospect segments using different attributes such as interest in CRE solo campaigns re-targeting prospects that visited JLL.com but did not give their contact information. Good for Free promotion of content such as videos or ebooks, and industry news solo campaigns. Good for Connecting with prospects when they are actively searching driving traffic to JLL.com always-on marketing. Good for Promoting property listings or JLL content newsletters solo campaigns and always-on campaigns. Good for Promoting JLLs people, services, property listings, and content, such as ebooks, research reports or videos website able to grab a prospects attention by appearing in search results.
Campaigns are categorized as always-on meaning
that they are always available, and solo
meaning a unique campaign that is used
infrequently.
Hub and spoke all digital channels generate
awareness and interest in the JLL.com website.
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Various campaign types in pilot mode
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The prospect journey how we interact with
Steve
Consistent, needs-based experience surrounding
the client/prospect at all moments of truth
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Profile JLL Concierge Win
BackgroundTom Rowland, of Glass Guru, filled out
an online form to get more information about
North Shore Business Centre. JLL Concierge
responded immediately, verified and
pre-qualified the prospect and connected with
the listing broker, Steve Trapp. Total time to
deal close was 30 days. Result Successful
direct lease for Unit 1020 at the North Shore
Business Centre located at 1000-1036 Northpoint
Blvd. in Waukegan, Illinois. The total lease
value was 133,800.
Contact Steve Trapp Senior Vice President T
1-773-458-1415 E steve.trapp_at_am.jll.com
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Future leads/activity delivered right to broker
portal
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Success metrics
NEED ACCESS TO DATA TO TRY TOFORMULATE SOME HARD
DATA AND ASSUMPTIONS ON KPIS

• Make good on our brand promise to be the best
• Be the company that is easiest to do business
  with
• Support existing customers, provide access to
  rich information
• Help grow share of wallet by showcasing new
  products and services
• Surround our targets/clients with digital
  marketing/advertising to ensure we dont miss
  them at a moment of truth
• Achieve efficiency gains in sales, fulfillment,
  and service
• Improve the customer's business by
  increasingefficiency, reliability, repeatability
  in their processes

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Where do we go from here

• Market Director Meeting
• Conversations with individual broker leads
• Discussions on where to place bets
• Build a more skilled team

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