Strengthening Satisfaction

Twenty billboards on the interstate are nowhere near as influential and effective as word of mouth.  This is why many builders strive to improve their customer satisfaction scores in surveys like JD Power.  As homebuyers buy and sell homes almost as often as they buy new cars, more and more builders are coming to realize that repeat buyers and referrals are the key to long term success.

Many builders provide great customer service, but are still frustrated by a need to find new and better ways to provide care… to find the differentiator that customers will remember the next time they are in the market for a new home or are asked by a friend to refer a builder.  “We can’t be any nicer on the phone,” one customer service manager for a Top 100 builder confided.  “We need to find a way to improve performance…to improve satisfaction."  This manager isn’t alone.  Most builders understand the importance of customer service, but are still looking at these exchanges in a reactive manner…after there is a problem.

Our solutions provide improved customer satisfaction by:

	Creating an after-sale communication platform to expand the customer lifecycle
	Empowering the homeowner to maintain certain components of the house and reducing the volume of service calls
	Providing an easy access, single source for key documents and content
	Offering relevant and useful added value that demonstrates that the builder recognizes and appreciates the substantial investment the homeowner has made
	Reinforcing your brand through proactive and consistent communication
	Addressing customer demand in terms of delivering valuable information in a way and frequency the customer demands
	Improving the efficiency and effectiveness of customer service
	Enhancing the customer experience by defining expectations