Listing Bits Episode 47: A Fearless Rebrand Around Customer Experience with Merri Jo Cowen of Stellar MLS

"We will never sacrifice service to our existing customers to growth. We just won't. Our first priority is taking care of our customers."   Merri Jo Cowen is the CEO of Stellar MLS, the third-largest regional MLS in the US with nearly 60K members in 16 REALTOR Associations throughout Central and Southwest Florida and Puerto Rico. Formerly known as My Florida Regional MLS, the organization's recent rebrand is inspired by its reputation as the country's most customer-focused MLS and intention to design a curated experience for each subscriber. Merri Jo's resume also includes a 6-year run as CEO of Northern Nevada Regional MLS, and in her 35-plus years in the industry, she served as president of CMLSand played an integral role in the development of the CMLXprofessional accreditation program.   Today, Merri Jo shares her journey from entering listing input at the Reno Board of Realtors to CEO of Stellar, offering insight around the challenges she faced in moving from NNRMLS to MFRMLS in 2008. She discusses her commitment to foster future industry leaders, her involvement in the MLS Grid, and her proactive approach to solving for front-end of choice. Listen in to understand how MFRMLS has grown under Merri Jo's leadership—without sacrificing service—and learn how the organization is working to create a 'curated customer journey' for each of its members.   What's Discussed:    Merri Jo's journey from entering listing input to MLS CEO Merri Jo's commitment to foster future industry leaders Merri Jo's leadership in developing the CMLX program   The challenges of moving from NNRMLS to MFRMLS The experience of expanding Stellar to include Puerto Rico What inspired the rebranding of MFRMLS to Stellar MLS Stellar's emphasis on creating a curated customer journey Why Merri Jo sees value in being part of the MLS Grid Merri Jo's proactive approach to solving front-end of choice   Resources:   NNRMLS CMLS CMLX Shelley Specchio Chris Carrillo Sean Murphy T3 Summit MLS Grid Flexmls Matrix Remine Cloud MLX NAR Legislative Meetings Rapattoni   Connect with Merri Jo:   Stellar MLS Email:  ceo [at] stellarmls [dot] com