Customer Stories Coldwell Banker Bain | Seal

Coldwell Banker Bain | Seal joins the social media conversation and boosts agent retention with Listen360

As the leading provider of real estate brokerage services in Washington and Oregon, Coldwell Banker Bain | Seal has been helping homeowners find their dream home, protect their investment, and upsize or downsize when the time is right. Known as a forward-thinking company, it’s no surprise that CB Bain | Seal is the first in the industry to implement an automated customer feedback system. Listen360 collects customer feedback, shares positive reviews across social media, and has increased both client and agent retention. With Listen360, CB Bain | Seal feels right at home.

Meeting the Future Now

CB Bain | Seal is known for its exceptionally knowledgeable and caring team — the company receives hundreds of reviews praising the agents’ expertise, professionalism, responsiveness, and dedication to serving the client’s needs. Not one to rest on its laurels, CB Bain | Seal’s goals are to find more ways to develop meaningful, long-term relationships with clients; use social media to increase referral and repeat business; and continue to attract and retain top agents in the industry.

The Challenge

Integral to CB Bain | Seal’s goals is the company’s vision for leveraging social media. “The advent of social media and review sites such as Yelp,, Trulia, and Zillow has already changed the way clients select agents,” explains Suzanne Mueller, Chief Marketing Officer for CB Bain | Seal. “At the top of our challenges was finding a way to actively participate in those online discussions—not sit on the sidelines and simply react.”

But first, CB Bain | Seal needed an effective way to hear what clients are saying. Mueller explains that previously, the company had no method for obtaining truly objective client feedback, and certainly no ability to share feedback across social media sites.

“We have 30 branches and each was using a different paper-based process to request feedback,” says Mueller. “It was manually-intensive to sift through the responses; we had no consistent follow-up, no quantifiable way to track performance, and no method for evaluating word-of-mouth lead generation. In addition, low response rates meant we didn’t have as much data as we wanted.”

“It’s about building a feedback system to effortlessly stay in touch with clients and to convert the great experience a client has immediately into more business for our agents.”

— Suzanne Mueller, Chief Marketing Officer, Coldwell Banker Bain | Seal

The Solution

Mueller’s team evaluated several systems and chose Listen360 based on its ease of use, quantifiable results, straightforward data analysis and reports, and social media integration.

“Within 30 days we saw extremely high response rates and exceptionally high ratings. Our post-transaction communications have continued to increase, an approach that’s unique to CB Bain | Seal. Now our agents have more reasons to reach out to their clients and more opportunities to maintain that relationship. And our clients want to share their feedback because they see that we are listening and engaging.”

The Listen360 Difference

CB Bain | Seal describes Listen360 to its agents as a “bestin-class feedback solution that measures client experience, satisfaction and loyalty.” The new process is so effective that all 30 branches and 87.5% of agents are using Listen360, and participation increases daily as agents see the positive results. Here’s how it works:

  • When a client’s transaction closes, the client’s information is pulled from CB Bain | Seal’s accounting system, which is integrated with Listen360. Each week, the accounting system generates a client report that triggers Listen360 to automatically send an email requesting feedback from clients who purchased or sold a property within the past week.
  • The feedback request contains two questions: “How likely are you to recommend us to a friend?” and an open-ended request for clients to share more about their experience with CB Bain | Seal. Based on clients’ responses, the system organizes them into three categories: “Promoters” are clients who would recommend CB Bain | Seal to a friend; “Passives” are neutral; and “Detractors” are those with negative feedback. The system generates a real-time task list for agents, making it easy for them to follow up with clients if there are any issues or concerns.
  • The feedback request offers happy clients a one-click method for sharing their experience on their personal Facebook, Twitter and/or LinkedIn pages, which in turn enables CB Bain | Seal to use online word-of-mouth to attract new business.
  • Listen360 provides CB Bain | Seal with intuitive reporting methods, including a nightly email of all client responses. This keeps everyone apprised of the client experience system-wide, and allows agents to see and respond to what clients are saying in real-time.
  • Listen360 translates the client data into a loyalty score and displays this and other performance indicators on a graphical dashboard. The dashboard also shows realtime results from Listen360’s “Voice of the Customer”— a proprietary text analytics tool that categorizes client feedback into key themes. “Voice of the Customer helps us understand our strengths as well as areas for improvement,” says Mueller, “and it has completely affirmed that we are doing business in alignment with our corporate values. This was huge! Previously, we all believed that our agents embodied our high standards, but we had no quantifiable data to verify that. Now we do. With Listen360, we see that our clients are talking about our agents’ knowledge, professionalism and service — our brand pillars. Our clients use these words over and over again to express their positive experiences with us.”
  • Listen360 also streams client reviews onto CB Bain | Seal’s Facebook page, company websites ( and, and participating agents’ profile pages. This significantly helps brokers and agents stay in touch with clients and develop ongoing relationships.

True Story

Mueller tells of an agent in Seattle who received a 6 out of 10 rating from a couple whom he helped purchase a new home. The agent was surprised; when he read the feedback in the nightly email, he learned that the clients felt he could have “communicated better to keep them in the loop.”

“The agent was shocked; he had no idea the clients felt this way,” Mueller recalls. “So he called them and they got to talking about the feedback. It turns out that the clients were without internet service during their move, and the agent had been communicating with them via email! So as he apologizes, the clients tell him that he did a great job, they love the house, and oh, by the way, could he list their vacation property?” Mueller laughs. “Now the agent is listing another property and creating a long-term relationship with the client. Listen360’s feedback system is all about communication like this. Without the client’s feedback and the agent’s follow up, the agent would never have known.”

Leveraging Social Media as Lead Generation

One of the features that Mueller is most excited about is Listen360’s social media integration and the ability to leverage clients’ feedback for word-of-mouth referrals.

“The conversation is already happening online,” explains Mueller. “The three top real estate portals are already posting reviews. As a broker or agent, don’t you want to own that conversation? Don’t you want your clients to share their positive reviews with friends? We do. Listen360 enables us to intentionally reach out to clients and request feedback to help drive that conversation and accumulate reviews to post and share.”

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Privacy Policy

Last revised: May 13, 2013

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Listen360 respects your privacy and we appreciate your interest in our organization. Listen360, Inc. is referred to in this policy as “Listen360,” “we,” “our” and “us.”

This policy applies to our collection, use and disclosure of information that we collect (i) from respondents (as further described below) via email and web submission forms about certain interactions that the respondent has had with our clients (as further described below), (ii) from our clients in connection with the services that we provide to them; and (iii) through our web submission form on our “Contact Us” page on our website from persons who voluntarily submit their contact information to us

In this policy, we refer to the following terms: “client” as a business with whom we have an established business relationship for the use of our customer feedback system and services to solicit, collect and report voluntary feedback provided to us with respect to our client; “respondent” as a person who voluntarily provides us feedback regarding our client; “Listen360 Services” as our services to solicit, collect and report respondent feedback to our clients; and “Digital Properties” as our website and those other websites from which we provide the Listen360 Services.

If you are located in the European Economic Area, we comply with applicable legal requirements providing adequate protection for the transfer of personal information to countries outside of the European Economic Area. Listen360 is certified under the Safe Harbor privacy framework as set forth by the U.S. Department of Commerce and European Commission regarding the collection, storage, use, transfer and other processing of personal data transferred from the European Economic Area to the U.S. Our Safe Harbor Privacy Policy applicable to personal information that we collect from within the European Economic Area that is transferred to countries outside the European Economic Area is located at 

Terms of Use and Terms of Service

The use of the publicly available portions of our Digital Properties are subject to our Terms of Use posted on our website. The access and use of our customer feedback management system is subject to our Terms of Service that we enter into with each of our clients.

Information that Listen360 Collects / Use of Collected Information

Listen360 is not in the business of selling or otherwise distributing personal information.  Listen360 only shares information with third parties, such as our clients, as described in this policy or as described at the time the information is collected.  For example, Listen360 may, at the request of a client, ask for a respondent’s contact information so a client can follow up with the respondent about their feedback regarding that client.  We only collect personal information that is either voluntarily provided to us by the person who the personal information relates to (in the case of the Feedback Information and Prospect Information described below) or that is provided to us by our client (in the case of the Potential Respondent Contact Information described below).

The following is a description of the information that we collect (collectively referred to in this policy as the “Collected Information”) and how we use the Collected Information.

  • If you are a client, we collect: (a) the name, business address, business phone and fax number, email address and other similar information for the contact person(s) who you designate as the contact for billing and other purposes for your account with us (“Account Information”), and (b) information that you voluntarily provide to us with respect to the persons who have had an experience interacting with your business and to whom you direct us to solicit feedback regarding the person’s sentiment with respect to that interaction (generally, unless you direct us otherwise, this information comprises only the email address of the person to whom you want us to solicit feedback) (“Potential Respondent Contact Information”).  We use Account Information and Potential Respondent Contact Information solely in connection with our performance of services for the client for whom the information was collected.  We will modify or delete any personal information in Account Information or Potential Respondent Contact Information provided to us promptly after our client’s request to do so but in no event more than 30 business days after the client’s request.
  • If you are a respondent, we collect your feedback regarding your sentiment with respect to the experience you had interacting with our client (“Feedback Information”).  We use and disclose Feedback Information only to our client with respect to whom the Feedback Information relates in connection with us performing services for our client.  Additionally, at the direction of our client to whom the Feedback Information relates, we may publicly disclose your Feedback Information in any form of media without identifying you as the author of the Feedback Information other than the initials of your first and last name.  Please see the section below entitled “Feedback Information in Social Media Feeds and Sites” regarding additional ways that we may disclose Feedback Information.
  • We collect contact information voluntarily provided to us (for example, through our “Contact Us” page on our website) by individuals who express an interest in using the Listen360 Services for their business (the “Prospect Information”).
  • If you visit any of our Digital Properties, we employ various tracking technologies, such as cookies, web beacons and analytics software, that help us perform the Listen360 Services and better manage content on our Digital Properties (the “Digital Property Usage Information”).  We use the Digital Property Usage Information to (i) measure the number of visits, average time spent, page views, and other statistics to monitor how the Digital Properties are being used in general, (ii) monitor the performance of the Digital Properties, and (iii) make the Digital Properties easier and more convenient to use.   Please see the following section for a more comprehensive explanation of how collect and use Digital Property Usage Information.

Digital Property Usage Information

Cookies – When you visit our Digital Properties we send one or more “cookies” to your computer or other devices.  Cookies are alphanumeric identifiers stored on your computer through your web browser and are used by most websites to help personalize your web experience.  Some cookies may facilitate additional site features for enhanced performance and functionality such as remembering preferences, allowing social interactions, analyzing usage for site optimization, providing custom content, allowing third parties to provide social sharing tools, and serving images or videos from third party websites.  Some features on this site will not function if you do not allow cookies.  We may link the information we store in cookies to any Collected Information you voluntarily submit while on any of our Digital Properties.  We use both session ID cookies and persistent cookies.  A session ID cookie expires when you close your browser.  A persistent cookie remains on your hard drive for an extended period of time.  Persistent cookies enable us to track and target the interest of our users to enhance the experience on our Digital Properties.  You can remove persistent cookies by following directions provided in your Internet browser’s “help” file.  Functional cookies, persistent and session type, store information to enable core site functionality, such as Live Chat and Client ID remembrance.  Analytics cookies allow us to count page visits and traffic sources so we can measure and improve the performance of our site and our marketing campaigns.  If you reject cookies, you may still use the Digital Property pertaining to the deleted cookie, but some features on that site will not function properly.

Web Beacons
– We use Web Beacons alone or in conjunction with cookies to compile information about our Digital Properties.  A Web Beacon is a tiny graphic object that is embedded in a web page or email and is usually invisible to the user but allows checking that a user has viewed the page or email.  Web Beacons may be used within the Digital Properties to track email open rates, web page visits or form submissions.  In some cases, we tie the information gathered by Web Beacons to the Collected Information.  For example, we use clear gifs in our HTML-based emails to let us know which emails to potential respondents have been opened.  This allows us to gauge the effectiveness of certain communications and the effectiveness of our services.

Third Party Tracking Technologies
– The use of cookies and web beacons by any tracking utility company or third party service provider is not covered by this policy. We do not have access or control over these cookies and web beacons.

Analytics Software
– We and our third party tracking-utility partners use log files on our Digital Properties to gather certain information automatically and store it for analytical purposes. This information includes internet protocol (“IP”) addresses, browser type, internet service provider (ISP), referring/exit pages, operating system, date/time stamp, and clickstream data.  We use this information to track and aggregate non-personally identifiable information to analyze trends, administer our Digital Properties, track users’ movements around our Digital Properties and to gather demographic information about our user base in the aggregate.

Social Media Features and Widgets

Our Digital Properties include social media features, such as the Facebook Like button and widgets, such as the Share this button or interactive mini-programs that run on our site. These features may collect your IP address, which page you are visiting on our site, and may set a cookie to enable the feature to function properly.  Social Media Features and Widgets are either hosted by a third party or hosted directly on our Digital Properties.  Your interactions with these Features are governed by the policy of the company providing it.

Feedback Information in Social Media Feeds and Sites

At the direction of our client, we post all or a portion of the Feedback Information from a respondent in client designated social media feeds and sites.  We do not include Feedback Information regarding our client in any social media feed or site unless directed to do so by our client.  If the respondent voluntarily includes personally identifiable information in their feedback regarding our client, then such personally identifiable information will be publicly available in the client designated social media feed or site.  In a similar manner, we may from time to time post our client’s feedback regarding our services to them in our social media feeds and sites.  If you are a respondent and you do not want your personally identifiable information to be disclosed in a social media feed or site, then you should not voluntarily provide that information in your feedback that you submit to us.

Agents and Service Providers

We sometimes contract with other companies and individuals to perform functions or services on our behalf.  They may have access to Collected Information that is needed to perform their functions but are restricted from using the Collected Information for purposes other than providing services for us or to us.

Legal Disclosure

We reserve the right to disclose the Collected Information upon the following circumstances:

(i)        as required by law, such as to comply with a subpoena, or similar legal process;

(ii)       when we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request; or

(iii)      to any other third party with your prior consent to do so.

If Listen360 is involved in a merger, acquisition, or sale of all or a portion of its assets, you will be notified via email and/or a prominent notice on our website of such change in ownership or uses of your Collected Information, as well as any choices you may have regarding your personal information.

Access to Data Controlled by our Clients

Listen360 has no direct relationship with the respondents whose Feedback Information and Potential Respondent Contact Information we collect and process.  A respondent who seeks access, or who seeks to correct, amend, or delete inaccurate Feedback Information or Potential Respondent Contact Information pertaining to him or her should direct his or her query to our client on whose behalf we collected the Feedback Information or our client who provided the Potential Respondent Contact Information to us.  If our client requests Listen360 to remove a respondent’s Feedback Information from our customer management system or modify or delete the Potential Respondent Contact Information, we will respond to our client’s request within 30 business days.

Data Retention

We will retain the Collected Information that we process on behalf of our client as needed to provide our services to the client.  We will retain and use this information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.


The security of personal information is a high priority at Listen360.  We maintain our Digital Properties and all associated data with technical, administrative and physical safeguards to protect against loss, unauthorized access, destruction, misuse, modification and improper disclosure.  No computer system or information can ever be fully protected against every possible hazard.  Listen360 is committed to providing reasonable and appropriate security controls to protect our Digital Properties and the Collected Information against foreseeable hazards.  If you have any questions about security on any of our Digital Properties, you can contact us at

Changes to this Policy

We reserve the right to change this policy from time to time.  You can determine when this policy was last revised by referring to the “LAST REVISED” legend at the top of this policy.  Any changes to our policy will become effective upon our posting of the revised policy on the page located at the “Privacy Policy” link on the main page of our website.

Third Party Sites

This policy does not address, and we are not responsible for, the privacy, information or other practices of any third parties, including any third party operating any site to which any of our Digital Properties contain a link. The inclusion of a site link on a Digital Property does not imply endorsement of the linked site by us or by our affiliates.

Contact Us

If you have any questions regarding this policy you can contact us via email at or via postal mail at:

Listen360, Inc.
Attn: Chief Technology Officer
11605 Haynes Bridge Rd, Suite 150
Alpharetta, GA 30009


Safe Harbor

Last revised: May 13, 2013

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Listen360, Inc. (“Listen360”) has created this Safe Harbor Privacy Policy to help you learn about how we handle personal information that we collect from within the European Economic Area (the “EEA”) that is transferred to countries outside the EEA. This Safe Harbor Privacy Policy supplements Listen360’s Privacy Policy (the “Privacy Policy”). Unless specifically defined in this policy, the terms in this Safe Harbor Privacy Policy have the same meaning as in Listen360’s Privacy Policy.

Listen360 has subscribed to and will adhere to the US-EU Safe Harbor program (“Safe Harbor Program”) by adopting and implementing the Safe Harbor Privacy Principles, which include a set of frequently asked questions (collectively, the “Safe Harbor Principles”). More information about the Safe Harbor Program can be found at

Personal Information Received From the EEA

Collected Information that we receive from clients and respondents located in the EEA may include personal information such as name, postal address, telephone number, email address, country of residence, employer, job title and department, log in credentials and password, and similar information (such information is collectively referred to in this policy as “Personal Information”). 

Use of Personal Information

Any Personal Information sent to us may be used by Listen360 and its service providers for the purposes indicated in Listen360’s Privacy Policy. If we intend to use your information for a purpose that is incompatible with these purposes or if we intend to disclose it to a type of third party not otherwise identified in the Privacy Policy or in this policy, we will notify you and offer you the opportunity to opt out of such uses and/or disclosures where it involves non-sensitive information or opt in where sensitive information is involved. 

Agents and Service Providers

We sometimes contract with other companies and individuals to perform functions or services on our behalf. They may have access to Personal Information needed to perform their functions but are restricted from using the Personal Information for purposes other than providing services for us or to us. Listen360 requires that its agents and service providers that have access to Personal Information received from the EEA either subscribe to the Safe Harbor Principles or are subject to the EU Privacy Directive or another adequacy finding or enter into a written agreement with us that requires them to provide at least the same level of privacy protection as is required by the relevant Safe Harbor Principles.

Data Security

We use reasonable physical, electronic, and administrative safeguards to protect your Personal Information from loss, misuse and unauthorized access, disclosure, alteration and destruction.

Data Integrity

We take reasonable steps to ensure that Personal Information we process is reliable for its intended use, accurate, complete, and current to the extent necessary for the purposes for which we use the Personal Information.

Access to Personal Data

You can ask to review and correct Personal Information that we maintain about you by sending a written request to

Safe Harbor Enforcement and Dispute Resolution

Listen360 uses a self-assessment approach to assure compliance with this policy and periodically verifies that the policy is accurate, comprehensive for the information intended to be covered, prominently displayed, completely implemented and accessible and in conformity with the Safe Harbor Principles.  If you have any questions or concerns, please write to us at the address listed below.  We will investigate and attempt to resolve complaints and disputes regarding use and disclosure of personal information in accordance with the Safe Harbor Principles.   If a complaint or dispute cannot be resolved through our internal process, we agree to dispute resolution using JAMS as a third party resolution provider.

Contact Information

If you have any questions regarding this Safe Harbor Privacy Policy, please contact us by email at, or please write to the following address:

Listen360, Inc.
Attn: Chief Technology Officer
11605 Haynes Bridge Rd, Suite 150
Alpharetta, GA 30009


Privacy Policy Changes

This policy may be changed from time to time, consistent with the requirements of the Safe Harbor Program.  You can determine when this Safe Harbor Privacy Policy was last revised by referring to the “LAST REVISED” legend at the top of this page.  Any changes to our Safe Harbor Privacy Policy will become effective upon our posting of the revised Safe Harbor Privacy Policy on this website.

Terms of Use

Welcome to the Listen360 website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our Privacy Policy govern Listen360’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘Listen360’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is located in Alpharetta, Georgia, USA. The term ‘you’ refers to the user or viewer of our website. 

The use of this website is subject to the following terms of use:

1. The content of the pages of this website is for your general information and use only. It is subject to change without notice.

2. Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness, or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

3. Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services, or information available through this website meet your specific requirements.

4. This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance, and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

5. All trademarks reproduced in this website that are not the property of, or licensed to, the operator are acknowledged on the website.

6. Unauthorized use of this website may give rise to a claim for damages and/or be a criminal offense.

7. From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

Your use of this website and any dispute arising out of such use of the website is subject to the laws of the United States.

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