Saturday, January 28, 2017

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, January 5, 2017

Home Builders: Millennials Like to Use Mobile for Customer Service

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

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 tsunami of entry level buyers, 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 2017; 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, consistently have safety issues, always fail field inspections? That information helps shape a long range vision of your construction cycle and helps deliver consistently better results.

We suggest 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.