Kick-up the Customer Experience in Your New Homes Sales Offices!

Over the last quarter, this Blog has focused on several consistent new homes-related themes: the emergence of Millennials as homebuyers, the impact of 55+ buyers on new home design, features and marketing, and the role of customer service as a referral driver.

SalesTouch lets 55+ shoppers dream and make it their own!

Have you been considering these topics and wondering how can my organization take these themes to boost our customer experience in a meaningful way in 2018?

A recent RetailCustomerExperience article by FullStory's co-founder, Scott Voigt, suggests, "You can win (sales) on customer experience." and summarizes, "Excellent customer experience can largely be distilled in two words, speed and convenience."

Voigt goes on to say, "The easier and quicker customers can find what they're looking for and get their questions resolved, the higher the conversion and the more loyalty you'll likely engender. And, loyalty means return customers" (as well as referrals!).

SalesTouch meets the Millennial shopper with focused and relatable content!

Here at CPS, we often say that home shoppers are no different than shoppers in other locations: they want information, quickly, and they're comfortable shopping via touch.

Take a look at the images presented from SalesTouch interactive touchscreen presentations. The 55+ buyer is actively engaged, trying out floorplans, dragging and dropping furniture into her dream home! The Millennial home buyer is presented with focused content and relatable images describing offered energy savings -- an item Millennials frequently cite as important to their buying process.

Voigt finishes, "The customer experience you offer is the single biggest way to compete."

We'd be thrilled to discuss how you can make 2018 the Year of Customer Experience -- contact us via our Info link!

Harness the Power of Images in Your Sales and Leasing Centers

Do you receive those 1-minute Tuesday Tips from Brian Flook? Saw an interesting one recently: Did you know that the power of images is increasing?

SalesTouch: Powerful images provide a visual cue to explore

Flook asked that question and replied: Yes; images matter!  He goes on to note that real estate listings with 25+ images sell faster than those with only 10 photos.

Here at CPS we've long believed engaging home shoppers starts the moment they enter the sales office with SalesTouch, our interactive touchscreen system.  It doesn't just happen, of course! There needs to be a visual cue to invite the prospect to explore.

Visual cues not only invite attention, they encourage the visitor to engage and obtain more information! Whatever their reason for considering a purchase -- larger home, neighborhood, on-site amenities -- powerful imagery motivates movement.

Dynamic images engage home shoppers, encourage exploration

Take a look at Bella Collina:  elegant, Italian, scenic images along with copy about The Club, Golf Course and the Spirit of Tuscany.  You can imagine luxuriating in the Spa. What's the next step? Start touching to find out!

Compare Ramblewood Forest's imagery: luxury, large homes for family, a new neighborhood. Equally inviting, the same question arises, "how to find out more?" The next step isn't unknown: start touching to find out!

Flook suggests: storytelling via images clinches the deal -- long before any copy, no matter how well written!

Attending #IBSOrlando? CPS will be storytelling at Booth W5583 with SalesTouch, our interactive touchscreen system, and Social Media Wall!

Builders: Get Proactive, Increase Referrals with Mobile Customer Experience Moments!

Let's take an earlier Solutions Blog: How to Improve Your "Refer a Friend" Rate (read it here) with Eliant's Bob Mirman thoughts regarding the referral impact associated with keeping customers informed - and add Full Story's Scott Voight's thoughts, "You can win on customer experience" and "Excellent customer service can largely be distilled in two words, speed and convenience."  

Have you adopted  "proactive customer service" -- that is, not waiting for an event to offer specific, customer-focused attention.

Get Mobile and Create Proactive Customer Service moments!

A recent Innovative Retail Technologies article sparked a new thought: the value of mobile relative to proactive. 

There's a "First Dibs Opportunity" study suggesting 46% of mobile usage sessions start with no real aim! Author Christine Kern also mentions 70% of respondents use their mobile devices to "kill time." 

The study concludes "if smart phones were smart, they'd do a better job of giving us something useful!"

Software can help builders turn mobile time into proactive customer service moments! Your homebuyers can grab a minute or two, while waiting in line at the store, to check out stage of construction photos. And, can't you see your buyer getting excited to see a just-installed countertop and turning to the next shopper and saying, "Check this out! My new home's kitchen was just finished!"

That's a refer a friend moment! Or, how about the impact of a homeowner browsing their warranty service requests while getting a hair cut and seeing a completed request with a photo?  Wouldn't that be a "Wow! My builder is on top of things!" moment?

CPS' FieldCollaborate and WarrantyWatcher Portals can help you easily create these proactive customer service events -- and do it quickly and conveniently. Customer experience will improve and your referral rate will jump!

CPS will be exhibiting at #IBSOrlando next week -- drop by for a demo at Booth W5583.  Or, contact us at info@cpsusa.com and we'll schedule a demo for you!

Take That Wall and Make It ... a Dynamic Marketing Tool!

Video walls are becoming increasingly popular as a way to attract and engage customers.  They draw people in, according to Richard Slawsky in a recent Digital Signage Today article, immersing them in a brand or experience.

Why not take that unique marketing concept and expand it to include a dynamic, interactive communications tool? Author Micah Friedman, with Cognizant, suggests the need to continuously develop new business and operating models to better deliver on customer needs and desires.

What's critical, according to Friedman, is considering multiple ways of engaging customers with a richer, customizable and frictionless experience.

One focus point is optimizing Social Media. Here's an opportunity to understand customers better (by evaluating their tweets and posts, for example) as well as providing a mechanism to shape how customers perceive them and their offerings.

Take at look at CPS' Social Media Wall in a new master plan community information center.  It's visually welcoming and designed to engage visitors from the moment they walk in -- delivering traditional marketing copy and community images side-by-side with consumer generated content.  Have a special event planned? Assign a unique hashtag, start posting information about the event and, at the event, ask attendees to submit pictures and comments.  Result: a shared,  creative process fostering an ongoing conversation!

And, the Social Media Wall can include video, as well!