Domain Group are an award finalist for The Corporate Kindness Awards, under the category of Kindness to Customers. Read on to find out the impact they have been making:
Throughout the Covid-19 pandemic, Domain Group have engaged their wider community to approach and navigate support. With the understanding that the introduction of working from home, the closed borders, and restrictions on the real estate market, the pandemic had genuine impact at a personal and professional level for many, if not all, Domain Group customers. As a response, Domain Group sought to band together with the broader community and provide a new support model, a four-pillar approach, focusing on the following themes:
Providing trusted news and insights:
Domain Group released market insights to assist the customers in making informed decisions. These were based on city/regional insights, extraordinarily low interest rates, government decisions on COVID-19 lockdowns, and an ongoing array of tailored support relevant to our customers’ needs.
Our solutions:
Domain Group supported their customers through a shift to an online property marketplace, thanks to their property solutions including Real Time Agent, Homepass, Pricefinder and Bidtracker. Helping customers to maintain their business operations and trade even through the most dire of Australian lockdowns.
Flexibility and confidence:
From a business continuity perspective, Domain Group released discounts for listings, including extended time for payments, and flexibly tailored offering to encourage reassurance and ongoing relationship building through the tough and uncertain times.
We care
In understanding the impacts of Covid-19, the mental health support for Domain Group’s customers became a key focus of the support model. Domain formed a deeper partnership with Assure Employee Assistance Program (EAP) to extend this valuable support to customers. Providing three free and confidential counselling sessions per customer for use throughout the year. The positive uptake and response of the program has led to Domain Group providing this as an ongoing permanent service.
Domain Group has also partnered with Rise Initiative to operate a ‘for good’ movement in the real estate industry, reducing stress, burnout, and suicide rates. The partnership with Rise Initiative offers programs that inspire stories worth sharing and training in skills to help align with the values of wellness, mindfulness, fulfilment and service. The partnership with Rise Initiative led to the launch of the Real Care App, a free mental health and wellness app that is specifically designed for and by the real estate industry, and is available for all Domain Group customers.
All together, Domain Group have taken a comprehensive approach to customer support throughout the COVID-19 period, and ultimately set up a best practice for ongoing customer support moving into the future.
Blog post written by Sarah Jeffrey and Jordan Vozzo.
Come and support Domain Group at The Corporate Kindness Awards and Conference. Winners to be announced at the event on Friday 1st April 2022. Get your tickets here.
Kindness to Customers Category is sponsored by Australian Community Media.