Case Study: Coldwell Banker Bain boosts client and agent retention with Listen360

Joining the Social Media Conversation and Boosting Agent Retention

Coldwell Banker Bain, a 30-location real estate brokerage, wanted a better way to capture objective client feedback, participate in online review conversations, and support agent retention and repeat business. Before working with Listen360, each branch used a different paper-based feedback process, making follow-up inconsistent, reporting manual, and word-of-mouth lead tracking impossible.

With Listen360’s automated customer feedback and online reviews management platform, Coldwell Banker Bain integrated its accounting system to trigger post-closing feedback requests, sort responses into promoters, passives, and detractors, and alert agents to follow up in real time. Listen360 also enabled social sharing and review streaming across social media, websites, and agent profile pages, helping the company increase client and agent retention; 30 branches and 87.5% of agents adopted the system, and the firm gained actionable insight into service quality and brand strengths.

Coldwell Banker Bain

Suzanne Mueller

Chief Marketing Officer