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
Builder SWAT Team
Every business encounters unhappy customers, even when they've received the best service and products available. For home builders, these potentially hostile homebuyers can present serious problems. Enter the Builder SWAT Team concept, which can serve to help maintain good customer relations and a reputable public image.
KB Home Nevada - 2006 NHQ Silver Award Winner
Corporate Profile: KB Home Nevada is a division of KB Home. Headquartered in Las Vegas, this division serves the Las Vegas metropolitan market—including a growing number of communities in Summerlin and Henderson—selling and building single family homes.
The Customer Delight Honor Roll
Find out about five home builders that get customer satisfaction right. If you have not yet spent time on the J. D. Power public Web site and perused the rankings by builder and by city, you should. The data is both fascinating and revealing.
Customer Satisfaction
Customer Feedback: The Test Kitchen
A lot of home builders are giving themselves heartburn by insisting on more survey responses when accurate results can be obtained from a much smaller number of returned questionnaires. Why the focus on quantity vs. quality?
If You Can't Give Me All 6's
Customer satisfaction surveys are so popular because they provide valuable insights for companies looking for ways to improve customer relations
Customer Satisfaction
How to Lose a Happy Customer
A sad story about how a builder goes to the trouble to find a great piece of land, build a good house, do all of the hard stuff well, then blows it over four or five details
Business Management
Home Building: Are These Transactions or Relationships?
Is home building a transaction environment or a relationship business? Talk to a lot of new-home buyers and they make clear it's a totally transaction business
Customer Satisfaction
Manage the Expectations
Understanding and managing customer expectation is one of the biggest factors in buyer satisfaction.
Best Practices
Can You Relate? What Does Your Company Do to Foster Likability
Most companies we encounter overlook relationship value, the measurable things a company does to create 'likability' between employees and customers
Sales + Marketing
Develop Your Wow! Factor
To make your company stand out, select one thing you do or can do better than any other home builder in your area. Master it throughout your organization and make it part of your standard operating procedure
