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
Home Builders Deliver Personalized Service
As the housing market continues to stabilize, successful builders discover giving customer gifts is not enough to satisfy buyers. Rather, builders need to create home-buying experiences tailored to individual lifestyles and and wow buyers with personalization.
Aim for Avid Buyers
As the home building industry becomes increasingly competitive, our attitude toward customer satisfaction will need to change. Whereas it used to be a major advantage to have satisfied customers, it is now a requirement. The best home builders create avid customers — a source of differentiation you need to thrive in the competitive market.
Customer Satisfaction
The Customer Satisfaction Acid Test
Most home builders are seeing their worst margins in 15 years. Thus builders in America now face the acid test on quality and customer satisfaction, when you can no longer afford to give away
Want to Build Defect-Free? This Book's For You
Robert S. Mann's "Defect-Free Buildings: A Construction Manual for Quality Control and Conflict Resolution" defines physical and legal defects, tells builders how to prevent them and trains builders on what to do when disaster strikes.
Process Improvement Leads to Satisfied Customers
Excellent performance is the result of an excellent process. Take a look at great sports teams. They are hailed for executing the basics at levels higher than the competition, and the best teams always seek ways to get better. They also have leaders who use process improvement to push the team to higher performance levels.
NRS 2006 Customer Satsifaction Award Winners
NRS reports its annual Customer Satisfaction Awards. The 2006 NRS Awards presented by Professional Builder recognizes builders based on the results of surveys completed by home buyers across North America.
The Green Company
At The Green Company, 97.5 percent of customers would recommend it to others and 55 percent of the company's actual sales come from buyer referrals, thanks to a unique brand of customer care. This fact, in combination with the excellent customer experience surveys, puts this builder No. 1 in North America in customer satisfaction.
Mattamy Homes
Mattamy Homes has invested time and resources trying to empower its employees to deliver outstanding customer service — not an easy task for an organization that builds more than 4,500 homes a year.
Mayberry Homes
Bob and Karen Schroeder, owners of Mayberry Homes in Lansing, Mich., have only been in business since 2002, yet they have garnered more awards for customer satisfaction than most veteran builders. Mayberry Homes caters to first-time home buyers and those moving up from starter homes, as well as higher-end empty nesters.
Del Webb Communities and Pulte Homes
With a presence in 54 markets throughout the U.S., Pulte is the largest home builder in North America. In Arizona alone the company operates four divisions: one in Tucson and three in Phoenix, under the direction of John Chadwick, Arizona division president.
