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.
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.