Berkshire Hathaway HomeServices: Leveraging for Business Success




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At a Glance

Berkshire Hathaway HomeServices is a real estate brokerage franchise network with over 50,000 agents across 1,400 offices worldwide. Known for their commitment to trust, integrity, and high standards, the company serves diverse clients in residential and commercial markets.

The Opportunity: Enhancing the Customer Feedback Loop

Berkshire Hathaway HomeServices recognized the need for greater visibility into the customer feedback loop. Their outdated customer survey process yielded ineffective results, failing to improve overall customer experiences or assess franchisee performance. They sought a new system to gauge customer satisfaction and gain valuable insights into their network’s performance.

The Approach:’s Experience Management Platform

To revolutionize their customer experience process, Berkshire Hathaway HomeServices implemented’s experience management platform. This digital solution automated real-time customer review requests, enabling rapid data collection and analysis.

The Results: Driving Growth and Excellence’s platform provided real-time visibility into the customer feedback loop across Berkshire Hathaway HomeServices. Franchisees and agents gained valuable insights into their performance and leveraged tools to enhance their online reputation, sales presentations, and customer referrals. The outcomes include: is a key business driver for us. We consistently outperform the market as a brokerage, so we know that our CX strategy -- that includes this customer service piece -- is working.'s experience management platform is one of our secret weapons and has helped us create a culture of excellence. It is absolutely one of the anchors within our tech stack.
David Mussari
Managing Partner, Berkshire Hathaway HomeServices

With as their trusted partner, Berkshire Hathaway HomeServices has effectively utilized customer feedback to drive growth and foster a culture of excellence. Their commitment to trust and exceptional service has solidified their reputation in the real estate industry, positioning them as a leader in the market.

Ready to Power your Company, Speak to our Experience Management Experts