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ShareWhen it comes to improving customer experience, many business owners remain uncertain about the benefits of investing in such an initiative—particularly when customer response has been satisfactory.
The seemingly negligible potential gains for an ROI that’s even more uncertain are just too much of a turnoff.
This type of mindset is prevalent in the home building industry, which explains why some premium-quality home builders struggle to compete with rivals who’ve progressed further in their CRM process.
However, let us assure you that in today’s new construction homes market, customer experience directly affects the builder’s bottom line. In fact, according to Gartner, 64% of people find the customer experience to be more important than price when it comes to making a purchasing decision. A better customer experience is bound to result in an increase in opportunities driven by recommendations.
Here are the three ways in which home builders can improve their customer experience.
Identify the Buyer’s Journey
To improve customer experience, the first thing a builder needs to do is establish a complete map of the buyers’ journey—from their initial discovery of the builder to the handing over of the keys.
This approach leads to scrutiny of various processes, and the identification of all the points of contact that homebuyers may have with the builder. It will also emphasize all potential issues that may be jeopardizing the buyer’s relationship with the brand.
This strategy naturally leads to a thorough assessment of the buyer’s requirements, and generally drives the builder in a positive direction.
Consistent Communication
Once you’ve defined the buyer’s journey, the next step is to define a consistent and clear visual identity and work on the key messages that will address the stumbling blocks in the buyer’s journey. Clients should be addressed consistently regardless of which path they have taken.
You may point out that the buyer’s experience depends on the channel they use. Well, that’s true, and the only effective solution is to slowly transition to a homogenous experience across all marketing/sales channels.
Using a Centralized Tool to Collect Customer Data
In order to improve the customer experience, it’s important to know how potential consumers are interacting with your brand. This is where Builders Update can be an extremely useful tool for home builders. It provides you with real-time updates of buyer activity for all your inventory, and allows you to track properties viewed and generate leads reports.
The nation’s most popular new home inventory listings platform, Builders Update provides effective construction data solutions to local builders. Sign up with us today to gain access to a large base of qualified buyers and their agents.
