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
Customer Satisfaction
Do You Hear the Voice of the Customer?
IBM, GE, and American Express are among the Fortune 500 companies that have implemented “voice of the customer” programs. Find out how VOC can help you create a customer-centric culture
Consumer survey: Home style, location more important than price
A new survey of nearly 10,000 consumers across 43 states by John Burns Real Estate Consulting reveals several interesting findings on what buyers want in a home and community today. For instance, only 17 percent of respondents said price was most important; location and home style/design ranked highest.
4 best practices from the 2011 NHQ Award winners
The NHQ Awards represent the best of the best in quality-driven home building companies, and the 2011 class is no exception. All three winners — Charter Homes & Neighborhoods, Haseko Construction, and Wathen Castanos Hybrid Homes — employ numerous quality management best practices. Here are a few particularly interesting best practices that caught our attention.
2011 NHQ Awards: High-Quality Green: Wathen-Castanos' Recession-Busting Strategy
Instead of price chasing the competition, Wathen-Castanos reinvents itself as a high-performance, green builder to grow during the market’s ‘darkest days.’
National Housing Quality Award
2011 NHQ Awards: High-End Designs, Delivered Consistently by Haseko Construction
Haseko Construction, in Honolulu, put its quality management system to the test when it rolled out 22 neo-traditional models as part of its foray into single-family home building
National Housing Quality Award
2011 NHQ Awards: Charter Homes Takes Customer Service to a 'Special' Level
For Lancaster, Pa.-based Charter Homes & Neighborhoods, customer satisfaction is more than great service and warranty — it’s about making the homebuying experience something truly special
J.D. Power: Satisfaction with Home Builders, Quality Reach Historic Highs
Although the recovery of the U.S. housing market appears to have stalled in many areas of the country, customer satisfaction with new-home builders has improved for a third consecutive year.
Keep Homeowners Happy After Move-In
Post-closing customer satisfaction depends on how well the home builder handles buyer expectations throughout the sales and construction process.
Customer Satisfaction Has a Compounding Effect on Referral Sales
Home builders that focus on increasing customer satisfaction also get more referrals.
The Secret Ingredient of Customer Satisfaction
If you do the right thing, your customers will be satisfied -- but you need to ask some tough questions first.
