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
The New-Homebuyer's State of Satisfaction
Surveys reveal what customers are saying about how well home builders are delivering customer satisfaction and where they are failing
HHHunt customers are smiling
The 2013 BPAA winner for customer satisfaction shares its Golden Rule for creating fans.
Project Management
Building Homes Is Hard; Giving in to Custom Changes Is Harder
Now that new-home sales have nearly doubled from their 2010 low, we are facing the challenges of a recovering market
Building middle ground
In looking ahead to 2013, we asked builders who placed in the middle of the pack in our survey about the lessons they learned from the downturn, and how they are applying that information to future opportunities.
The underutilized and awesomely powerful spreadsheet
From what I gather in my dealings with builders and designers, our industry underutilizes spreadsheets.
“We’ve done this a lot. You...as a group…are stupid.”
Last week I went to the Chicago filming of “America’s Got Talent”, the NBC show that accepts all comers who don’t make it on…
Number of LEED homes could grow if savings is emphasized
The ranks of LEED certified homes would grow faster if builders appealed more to homeowner’s desire to save money on utilities, says Paul Fisette, a sustainable building expert at the University of Massachusetts at Amherst.
The customer really wants you to be right
In home building, the customer is rarely right. Wow, I bet you didn’t think you would see that statement coming from a customer satisfaction expert; but it is true, and here is why.
9 new approaches to master-bath design
The most prevalent trends in bathroom design for 2012 and 2013 are centered on better use of floor space, more storage, and amenities that rival those of an upscale resort or spa.
