Thursday, January 5, 2017

Home Builders: Millennials Like to Use Mobile for Customer Service

A recent Retail Customer Experience (and many find home building to be more retail-oriented than ever!) article  by Tom Goodmanson suggests successful brands are always evaluating plans to creating improved customer experiences and building customer loyalty.
Home Buyer Portal Goes Mobile!

And, what better time to evaluate and solidify customer strategies than the start of 2017? Goodmanson makes several 2017 predictions including: mobile customer service will close the gap between consumer expectations and reality.

Combine those thoughts regarding customer service (Go Mobile!! with the anticipated tsunamai of entry level buyers (which is highly driven by millennials)  who are already mobile-oriented and it suggests that adding mobile to the new home experience makes sense for 2017.

Today's home buyer has high expectations regarding their home and the post-sale warranty process in terms of timeliness, quality and reliability.  Make sure your warranty/customer service organization is capable of responding to those requirements -- as well as the goals of improved customer experiences through mobile access.

Let your home owners submit warranty requests using CPS' WarrantyWatcher software from your website -- and provide the same access to review request status and overall problem resolution history. The Home Buyer Portal is available across platforms and browsers -- from desktop to devices.

We'll be in Orlando, January 9-11 for IBS 2016; drop by Booth W5583 and let us show you how WarrantyWatcher can improve your customer's experiences!

Tuesday, January 3, 2017

New Home Construction Data: Helping You Design For Long-Term Profitability

Did you have a chance to check out Pain Points: Win or Learn by John McManus?  He focused on 3 things that matter most for builders -- today!

And, those 3 things are within every builder's control (vs. those you can't control such as weather, the economy, etc). Not just large builders, or public builders, or small mom-and-pop builders. All builders.
FieldCollaborate: Moving Beyond Scheduling to Meaningful Data!
The first was sales The second is taking those sales to completions

That is, the construction cycle. You are able to evaluate how your construction process is delivering by reviewing specific information: cycle time and, in turn,  profitability.  

McManus suggests: work with greater velocity or... learn the pain.

Greater velocity can't be measured in the abstract, however.  Other factors -- and they're measurable, too -- have to come into the equation or profitability is a one-time gain with a short life.

What are you doing to understand those other variables?

Do you know which vendors show up on time, or have the highest level of rework, have safety issues consistently, always fail field inspections? That information helps shape a long range vision of your construction cycle and help deliver consistently better results.

We're suggesting FieldCollaborate -- including the  available web Portal for vendors and home buyers -- will help.  It's not just about scheduling, any longer.  You have to consider reporting on quality items, delivery times, subcontractor consistency, safety assessments and punch items.  It all helps highlight factors impacting your construction cycle and allows you to be proactive about the next lot, phase and community -- and design for long-term profitability.

Saturday, December 31, 2016

Stats Show Digital Signage Engages Customers

People always ask, "Does Digital Signage really offer anything different than a home builder's website?"

SalesTouch engages and captures more attention!
Websites engage users and drive them towards an onsite sales office visit; digital signage at the sales office has different objectives.  There are potential buyers in your sales office; what should this sales tool do to turn them into actual buyers?

Following is a statistic to evaluate when considering including digital signage in your sales/marketing program -- whether an interactive touchscreen system (in a kiosk, mounted on the wall or a tablet) or a social media wall:  compare the consumer effectiveness of a digital signage display to typical "static" signage such as floorplan displays on the wall or a floor topo table.

Here, at CPS, we can help you develop dynamic digital signage that will engage, gain views, build your brand and increase sales!

Let's kick start 2017!

Thursday, December 29, 2016

Adding Happiness to Your Customer Experience

Great article by Simon Fraser in a recent Retail Customer Experience blog entitled, 7 Keys to Customer Experience Happiness suggesting business customer experience efforts should never just be an initiative or a fad. They're never a one-off!

CPS' Social Media Wall: encouraging storytelling!
Customer experience efforts, in other words, need to be communicated as part of the overall business vision -- and delivered consistently.

Business goals, Fraser offers, are enhanced when there's a focus on creating great stories. Members of your organization -- and your clients -- get a positive experience as a result of building memories.  Who doesn't remember experience "that feeling" when hearing a great customer experience story?

Why not think about how you are telling your stories?  Are they static stories on the wall or in a brochure -- or are you encouraging your customers to take information, add their experiences and start creating their own narrative around your brand?

Take a look at CPS Social Media Wall: it starts with your vision -- copy and images -- and adds in stories using social media content.  Stories emerge from your vision; yet, are dynamic and ever-changing as customers start adding their own through Twitter, Facebook and Instagram.

Every business and person has stories to tell -- and all of us get pleasure from hearing and seeing them!

Saturday, December 24, 2016

Put Something Apple in Your Sales Office!

Great article by Carmine Gallo in Forbes, recently, How the Apple Store Seduces You with the Tilt of Its Laptops.
SalesTouch Puts Multisensory Experiences into Sales Offices!

Yes, you read that correctly!  Laptop tilt!

Actually, the tilt is designed to encourage customers to adjust the screen to their ideal viewing angle.

In other words, the tilt is encouraging touch! And, not just with the monitor angle but throughout the store.  Apple wants customers to see what is available and to experiment with hardware, apps and websites as a way to learn about their devices.

Gallo suggests interactivity -- what he calls multisensory experience is built into every component of an Apple Store.  Store employees don't demonstrate items; rather, they encourage shoppers to find solutions themselves.  Gallo suggests Apple discovered customers would be more interested in buying, more loyal to the brand by creating an ownership experience!

Our brains, Gallo writes, love multisensory experiences.  The more engaged a customer is, the more likely it is they will engage with your product on an emotional level.

CPS'  touchscreen system, SalesTouch, is all about interactivity.  It is designed to engage home shoppers the minute they walk in the sales office with interesting, useful, emotional images and content.  Whether exploring the neighborhood or trying on structural options, they're finding solutions (where is the local elementary school? where is the optional den located?).

And, just like the Apple store, they're creating an ownership experience!  And, isn't that what home shopping is about?  Take a look at some of the interactive presentations we've created for builders and developers in the Case Studies section of our website.  We'll be at the National Home Builders Association IBS in Orlando in January and there will be a number of touch opportunities available!

Thursday, December 22, 2016

Your Home Shoppers Want to Hear from You!

Interesting article recently in Realtor suggesting agents might want to reassess their follow-up efforts with home shoppers.  Keeping in contact not only puts you "top of mind" with active home shoppers but can also be a referral source, as well.

The key thought is many home shoppers don't have a "specific" interest in mind when they first start looking at homes and staying in touch is possibly the most underrated and underused sales process in the industry.

Software facilitates staying int ouch!
Of course, all of us have many, often competing priorities for our time.  Yet, 36% of home owners say they find it beneficial to receive communications -- even if they aren't in the market for a home, today.

Topics of interest range from what's for sale to home maintenance pointers.  Why not have a set of pre-established emails that go out on a periodic basis to everyone in your prospect file?  CRM systems are designed to facilitate this process -- from registering your prospects to creating a set of followup emails to actually sending them on a scheduled basis.  Once you have the followup details down, your home shoppers will receive tips and pointers from you on a regular basis -- without any additional work needed.

And, why not apply the same process to your home buyers?  Here's a group of people living in a new neighborhood, using different appliances and concerned about their new home.  Remind your homeowners that you're available for warranty questions --  and encourage the "warm and fuzzy" by sending out an email with the closest restaurants (coupons might be a possibility, too) -- or a trail guide to local recreation hot spots. There's always room for info regarding the new appliances, HVAC systems and electronics, too!  After sale communications are another key referral source!

Not quite sure how to get started with this process?  Contact us to discuss CPS' CRM and WarrantyWatcher customer service software -- easy-to-use and cost effective ways to communicate with prospects and buyers!

Thursday, December 1, 2016

Builders: Relatable and Emotionally Charged Marketing Ideas

There's a current line of thinking suggesting that, regardless of the product (consumer electronics, cars, new homes), more and more women are now playing a primary role in the decision-making purchase process.
SalesTouch engages your audience with relatable content!

What does this emerging role have to do with your marketing approach and style?  If you've always marketed to what might be categorized as a "female audience," you might argue...not much.

However, all sorts of other bits of marketing data are emerging, as well: women are the "most" connected audience (throw out those preconceived "geek" ideas!).  That fact alone might suggest re-visiting your marketing approach: more mobile, less print; more Facebook, fewer mailers.

In addition, recent studies suggest women see information, products and even themselves in terms of how they relate to others.  Women, in other words, feel more comfortable responding to marketing messages that tell relevant stories.  And, the studies suggest a story's details matter as much as the outcome.

There are many marketing studies out there but.. let's just concentrate on these two pieces of information for a moment: women are "the most connected audience" and they are motivated by richly detailed stories.  How might this influence your marketing approach (and sales, for that matter!)?

Suggestion #1: don't cut to the end...take time (and energy) to tell the story!

Take a look at the image at the top of this blog.  It's from a CPS SalesTouch interactive touchscreen presentation at a multifamily property, The John Marshall.  This property is telling their location story: there's a lot going on in the surrounding area; there are all sorts of restaurants...

But.. that's not the end of their story!  John Marshall's interactive touchscreen system not only provides information about the restaurant and an appropriate image.. it calls out a signature dish!  If you were looking for an apartment in the area, can't you see yourself relating?  Trying this restaurant, living in this neighborhood?

To some extent, doesn't this image take you to Suggestion #2: The best stories are emotionally charged.  John Marshall doesn't just list the restaurants; it shows very appealing images and takes time to provide something really interesting: the "Gotta Try" dish.  Can't you just taste these oysters? Wouldn't it be great living in this property so you could try other restaurants and their signature dishes, too?

We'll have more Suggestions in future blogs talking about including women and their "relater" tendencies.  Meanwhile, try thinking of one new way you can incorporate relatable stores and technology into your sales and marketing process!

We'll give you a starter story idea: follow-up a prospect's visit (whether they were looking at a car, home, apartment or ...) with an email containing a short cell phone video you just made highlighting 2-3 items covered in your sales presentation -- as you open the door to the car or walk through the home visited.  It's easy-to-do and will resonate with your prospect!  This creative way to story-tell comes courtesy of new home sales trainer, Jeff Shore!

Interested in learning more about relatable marketing technology?  Here at CPS we can talk to you about interactive touchscreen-based presentations, social media walls and dynamic, consumer-focused comment systems.