6 Keys to a Recognition Program That Improves the Customer Experience
Follow these steps to create and implement a program that rewards your superstars and boosts your CX scores and referrals
Strive for Perfection
Even an attempt at perfection is difficult, but if you set perfection as your company's goal and everyone involved strives for it, you'll be winning against the competition, regardless
Customer Experience Metrics: How Builders Can Use NPS
When it comes to measuring customer experience, the Net Promoter Score is an underrated and misunderstood metric in the housing industry. Here’s how to use NPS to gauge customer loyalty and boost referral sales
Builder Reputation Basics: One Make-or-Break Factor You Can't Miss
If you do nothing else, do this one thing to ensure you have a great relationship with the client right from the start. Your reputation depends on it
How Can Home Builders Create a Better End Product for Buyers?
Housing Design Matters offers ways home builders can improve a homeowner’s experience
Managing the CX Roller Coaster for Homebuyers
How to mitigate the valleys and maximize the peaks to leave customers excited and delighted about their new-home buying experience
The Need For Speed
To home builders, speed is a highly valued commodity. It is not unusual to hear home builders boast about fast build cycles, lightening fast…
National Housing Quality Award
2012 NHQ Award Winner: Goodall Homes' Blueprint for Creating Raving Fans
For Nashville-area builder Goodall Homes, having satisfied customers isn’t good enough. The builder wants its buyers raving and willing to spread the word
Publisher's Letter: Satisfaction is serious business
Last month J.D. Power and Associates exited the home building industry. And it is not known whether they will be back when new-home construction recovers. But after more than 10 years of bringing its brand of third-party customer-satisfaction measurement to home building, the company clearly opted for greener pastures.
3 builders ? 3 paths to great customer satisfaction
We profile three home builders that took very different paths in creating highly successful customer satisfaction programs. Learn how a perennial power went from good to great; how a startup achieved success from the get-go; and how an underperformer went from abysmal to admired.
4 keys to growing referrals from spec-home customers
Customer-satisfaction expert Charlie Scott of Woodland, O'Brien and Scott offers tips for driving referrals from your inventory home buyers.
Customer Satisfaction
Solving the Spec-Home Customer Satisfaction Dilemma
A survey of homebuyers shows spec-home customers are far less satisfied than those purchasing “to-be-built” homes. Customer-satisfaction expert Charlie Scott offers tips for driving referrals from inventory homebuyers
PB August 2011
Customer Satisfaction Issue / 10 Lessons Learned From Building a Zero-Energy Home / Model Home Design Tricks
PB August 2011
Customer Satisfaction Issue / 10 Lessons Learned From Building a Zero-Energy Home / Model Home Design Tricks
Construction Quality
Defining Value to the Customer
One person's better value can be another's substandard. So how do you define value to the customer?
J.D. Power scraps 2011 U.S. New-Home Builder Customer Satisfaction Study
Citing difficult market conditions in residential construction and a smaller pool of builders to evaluate, J.D. Power and Associates has canceled its 2011 U.S. New-Home Builder Customer Satisfaction Study.
