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Generic PPT LG JLL PowerPoint Presentation, PPT - DocSlides

    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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