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
Lessons Learned from Lance Armstrong
There is no question that Lance Armstrong has one of the most unique comeback and sporting histories of all time. He was a little known…
What “The Elf on the Shelf” can teach you about productivity, leadership.
The Elf on my Shelf isn’t working effectively.
Instead of duping my 5 year-old into…
BPAA: Best-in-Class Customer Satisfaction
Award-winning builders share their process for making customers happy
The Teamwork Fable - 4 Oxen & The Lion
We all know that teamwork is an important ingredient in building great homes and great relationships with our customers. This importance is…
Voice of the customer VOC
How are you listening to the Voice Of your Customer? A survey finds that 52% of organizations use 3 to 4 methods to gather VOC data and 22% as…
Customer Satisfaction Bonuses - Right or Wrong?
Performance bonuses have been around the homebuilding industry for a long time. Salespeople earn commissions and bonuses based upon their sales…
Getting to the Heart of Homebuyer Complaints
For today’s homebuyers, there are two primary sources of dissatisfaction and they center around the lending experience and a lack of proactive communication about the building process. Pro Builder talked with builders and customer satisfaction experts to find out how to tame these two tigers
Think of the client when designing: People do use that building, you know
Sometimes it feels as though buildings are being designed without consideration of those that will occupy them. Thought always needs to be given…
Customer Satisfaction: The Ultimate Team Game in Home Building
In home building, the team counts on the performance of each individual to deliver the “big win,” which is a happy customer
Improving customer service
I have personally seen organizations that have used initiatives to drive service excellence and have created for example 98% customer satisfaction…
