Generic PPT LG JLL PowerPoint Presentation, PPT - DocSlides

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Slide1

JLL ConciergeOne brand, One experience, All-in-one Inside Sales team AEC PresentationSeptember, 2017

Slide2

JLL Transformed the idea of Concierge into Real Estate Lead Management Key Differentiator against competitionMaximized Marketing ROILong-term Loyalty createdOn 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 JLL’s core values. Connecting C-level executives

© 2017 Jones Lang LaSalle IP, Inc. All rights reserved.

JLL Concierge

NEED ACCESS TO DATA TO TRY TOFORMULATE SOME HARD DATAAND ASSUMPTIONS ON KPIS

Slide3

© 2017 Jones Lang LaSalle IP, Inc. All rights reserved.

Inbound Lead Journey Mapping

Property Form800 # CallJLL.com Form

Consistent Personal Touch

Relationship

History

Engagement

Inquiry/NeedAuthenticTime scaleRequirements

Disqualify

Nurture

Verified & Hand Off

JLL Local Offices

Specific JLL Contact

Case-by-Case Review

Marketing DB Inclusion

Distribution Lists

Follow-up alerts

Future Prospect

(24 & 48

hr Follow-up)Escalations:Asset TypeCity LeadMarket Lead

Inbound Lead

JLL Concierge

Tech Access

Non-Property Routing

Slide4

© 2017 Jones Lang LaSalle IP, Inc. All rights reserved.

4

Customer journey is not linear; online experiences are as important as 1:1

Customers have high expectations of sellers: it’s not a linear journey, hard to predict the point of need

Decide

Search

Discover

Compare

Research

Use

Personalize

Share

Get help

Web

Company website

Mobile

Procurement

Call center

Workflow and Collaboration

Make purchasing simple, secure, and enjoyable.

Consistent delivery in best in class experiences.

Advice, comparisons,

and recommendations.

Negotiated pricing, custom catalog, and order history.

Consistent content on mobile, tablet and desktop.

Tools, information and resources that

help me locate options and products.

Show me ways that your brand provides value to me.

If I have a memorable experience,

I will tell others.

Purchase

Trust

Evangelize

Referral

Slide5

© 2017 Jones Lang LaSalle IP, Inc. All rights reserved.

5

Marketing can help in the prospecting journey

Surveys

Tours

Proposals

Negotiations

Close

Prospecting

Brokerage

OUTBOUND:

Targeted content

A

pproaching clients at a specific point in time because we know they have a need

INBOUND:

Fielding inquiries

and activity

O

ur properties listed for sale

or for lease

and

jll.com

Marketing

Content Strategy

Lead qualification

Reporting & analytics

Transfer

to sales

Campaign launch across digital channels

Slide6

6

Digital marketing channels

Digital advertisingSocial mediaSearch engine advertisingEmail marketingJLL.comWhat: Banner ads that appear on websites such as Bisnow or LinkedIn.What: Connecting and networking with colleagues and prospects in the industry. Example: LinkedIn.comWhat: 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 JLL’s people, services, property listings, and content, such as ebooks, research reports or videos; website able to grab a prospect’s 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.

Many ways to connect with prospects across the web

Slide7

© 2017 Jones Lang LaSalle IP, Inc. All rights reserved.

7

Various campaign types in pilot mode

Brokerage-led

Chicago HQ

Campaign

1,276 qualified leads35 active sales engagementsContent on JLL Blog or LinkedIn Publishing promoted via external multi-step drip email campaign, internal comms, national JLL platforms and social media

Industry

Door opening IFM campaign

23 qualified leads

3 active sales engagement

Content on Green Blogs, Real Views, LinkedIn, Twitter, YouTube, EveryoneSocial, JLL internal newsletters, Public Institutions and Higher Education newsletters, higher education and public institutions pages at jll.com

Brokerage

Online property inquiries

800 MQLs

34 active sales engagements

2 closed deals JLL Concierge addresses inbound inquiries from contacts that fill out a property info request form on US Property, HiRise and JLL.com, pre-qualified the opportunities, and sends to sales.

Business Line

Retail Private Equity Campaign

132

additional qualified leads

4 active sales engagement

Content on Instagram, Facebook, twitter, LinkedIn, blogs posts, employee email promos, client email promos, podcasts, digital banners on website, JLL Real Views/ the investor.

Slide8

8

The prospect journey – how we interact with “Steve”

Consistent, needs-based experience surrounding the client/prospect at all moments of truth

Slide9

© 2017 Jones Lang LaSalle IP, Inc. All rights reserved.

9

Profile – JLL Concierge Win

ContactSteve Trapp Senior Vice PresidentT: +1-773-458-1415E: steve.trapp@am.jll.com

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. ResultSuccessful 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.

Slide10

10

Future: leads/activity delivered right to broker portal

Your prospect/client has new marketing activity that has be qualified.

This would be a good time to reach out.

See report (link to CRM activity log).

Prospect Activity Alert

Concierge Alert

There has been an inquiry about your lease (or sublease) that has been vetted with Concierge.

Please take action.

Slide11

Make good on our brand promise to be the bestBe the company that is easiest to do business with Support existing customers, provide access to rich informationHelp grow share of wallet by showcasing new products and services Surround our targets/clients with digital marketing/advertising to ensure we don’t miss them at a moment of truthAchieve efficiency gains in sales, fulfillment, and service Improve the customer's business by increasingefficiency, reliability, repeatability in their processes

© 2017 Jones Lang LaSalle IP, Inc. All rights reserved.

Success metrics

NEED ACCESS TO DATA TO TRY TOFORMULATE SOME HARD DATAAND ASSUMPTIONS ON KPIS

Slide12

© 2017 Jones Lang LaSalle IP, Inc. All rights reserved.

12

Market Director MeetingConversations with individual broker leadsDiscussions on where to place betsBuild a more skilled team …

Where do we go from here

Slide13

© 2017 Jones Lang LaSalle IP, Inc. All rights reserved.

13

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