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
To Learn How Buyers Really Feel, Give Them Anonymity
Home buyers are much more likely to reveal their true feelings about a builder in a third-party survey that elicits anonymous comments.
Moving the Bar Up: The AVID Awards
While America’s housing industry is in recession, winning customer satisfaction ratings are still rising in the annual AVID Award for the Best Customer Experience in the U.S.
South Texas Diamond
Jesus Ruiz is fighting to stay afloat on the Rio Grande. His small, entry- level home building firm in Laredo, Texas, was hit hard by the demise of subprime mortgages and new lending rules that disqualified 80 percent of his prospects. But his AVID Award score of 284.495 is among the highest ever recorded.
Home Builder Family Ties Bind
Quinn Mortensen and Kristen Nilssen are brother and sister but also partners in Gold Medallion Homes, which builds on the Wasatch Front near Salt Lake City. It’s an unusual partnership that pulled a never-before-seen combination of top scores to win the AVID Award for customer satisfaction in the small-builder category (below 50 closings).
Do home builders know their online audience's behavior?
Home builders have a lot to gain by implementing Web 2.0 tactics — from blogging about neighborhood developments to posting video tours of model homes. But none of these efforts work if you don't understand your online audience.
Sales + Marketing Best Practices
What Secret Shoppers Know Can Help Your New-Home Sales Team
Home builders can use secret shop companies' discoveries to train their sales staff for peak performance
Cocooning trend behind popular home features
As builders reengineer their homes to make them more affordable during the credit crunch, it’s important that they don’t eliminate design features that are important to cocooning homebuyers
Results from NAHB's 2007-2008 "Consumer Preferences Survey"
What do home buyers want in their homes? Turn to NAHB's 2007-2008 "Consumer Preferences Survey" to find out
Design Meets Demand: What Home Buyers Really Want
Annual Avid Ratings Survey reveals what buyers really want in their homes
Conquer Customers' Fear
Tackle their fear by knowing and sharing with them the fundamentals
