Builders: Put Tech-based Self Service to Work for You!

Transitioning to Self-Service Takes Getting Used to But.. Benefits Emerge

Great article discussing the transition to a self-service model in Kiosk Marketplace. It's fairly common for organizations to be reluctant to change and adopting self-service is no different. Not everyone knows what's expected and there may be a few lumps in the road but..once the first step is taken, benefits start to emerge and self-service quickly becomes the new norm. 

WarrantyWatcher: Self-service at your fingertips!

Where are Self-Service Opportunities for Builders?

A recent Radial article notes self-service is one of the hottest trends in customer service.

Isn't homebuilding one industry known for the value of the one-on-one interaction? There's still a place for that type of interaction -- most particularly in the sales process. But.. there's a significant opportunity to transition to more of a self-service model in a builder's warranty/customer service organization.

And, that's because recent innovations in technology provide web-based, 24/7 access for homeowners, vendors and builders to data -- anywhere/anytime!

Consumers Want Interaction, Now!

An earlier Solutions Blog noted consumers love the idea of being able to quickly and easily meet their objectives from submitting a warranty request to checking status to being able to review their warranty history.

CPS' WarrantyWatcher software, with 24/7 web-based access for homeowners and vendors, offers an anywhere/anytime process to submit homeowner requests (including photos!), review open items, track status, close work orders and analyze trends.

And, it's efficient; no double entry, calling back and forth, voicemail or misplaced emails. Everything is in one, easily accessible, location.

Consumer Satisfaction Rates Self-Service Channels #1

Self-service channels consistently outperform other channels in terms of customer satisfaction. Thnk about it for a minute: does anyone snail mail or fax over a list of issues any longer? How recently have you called-in a service issue? Consumers love self-service because it reduces friction and provides answers immediately and consistently.

Self-service doesn't have to be (and, shouldn't be) some generic, one-size fits all process.

WarrantyWatcher's 24/7 Portal provides a personalized, omnichannel experience. In other words, the Portal fits into your business operations, seamlessly. Make it available from your website, skin it with your logo and colors, include photos of your team members. It's all about providing an appealing, easy-to-use solution that fits your homeowners needs!

#1 Customer Care Trend: Self Service

Today, it seems that it doesn't matter the industry when looking at customer service. As a recent Radial article notes, in the age of Amazon, consumers have sky-high expectations.

WarrantyWatcher: mobile self-service!

Homebuyers aren't any different when thinking about their post-closing warranty service.  Consumers want convenience and quick issue resolution -- in addition to an environment that is proactive with personalized service.

Self-service is reported as one of the hottest trends in customer care. Consumers love the idea of being able to quickly and easily meet their objectives from submitting a warranty request to checking status to being able to review their warranty history.

Innovations and advancements in technology enable builders to meet these expectations. Take a look at CPS' WarrantyWatcher software  -- particularly the Portal -- as an example. Homeowners are able to log-in, 24/7, to submit requests. No more waiting until Monday morning! And, they're able to check status at any time - no more calling, voicemail or missed calls.

Self-service channels consistently outperform other channels in terms of consumer satisfaction.  Think about it, for a minute: does anyone snail mail or fax over a list of issues any longer?  How about calling?  Consumers love self-service because it reduces friction and provides answers immediately and consistently.

And, the Portal provides for a personalized, omnichannel experience, as well.  In other words, the Portal can fit into your business operations, seamlessly. Make it available from your website, skin it with your logo and colors, include photos of your team members.  It's all about winning and sustaining loyalty.

Remember: the #1 referral reason for homeowner referrals is keeping buyers informed during construction and post-closing.

Steps to Building Brand Loyalty

Remember clienteling? That's the blending of digital and physical worlds in order to maximize your customer's buying journey. Check out an earlier Blog for more details here.

Whole Foods blends digital and physical with a Customer Comment Board 

Without an exceptional customer experience, Chad Hendren suggests, it is very difficult to create brand loyalty.

Think about even the simplest exceptional experiences you've encountered: the Costco sample tasting stations, Nordstrom's "anytime" return policy, Enterprise-Rent-A-Car's willingness to pick you up at home. There's no doubt you'll compare your next purchase experience at a similar business to what you've already experienced and consider as an example of great customer service.

A well-known rule of thumb is it costs 5 times as much to attract a new customer than to keep an existing one. Why not focus marketing time and effort on building loyalty by creating amazing experiences with your current customers?

Do you shop at Whole Foods Market?  Have you ever asked a Team Member for help locating something? They'll walk you across the store to locate the requested item!

Think about that customer journey -- and the amazing customer service you just experienced -- and you recognize they're extending that one-on-one experience with an omnichannel customer service platform.

Whole Foods has placed interactive touchscreen-based Customer Comment Boards in their stores so shoppers can submit comments, make requests, watch video, check the latest store specials, view Twitter feeds -- and thank Team Members!  It's a seamless, end-to-end customer experience.  Store Management can extend the proactive customer service by reaching out with an email regarding the shopper comment or Thank You.

Retail Customer Experience suggests that going omnichannel -- bringing multiple channels together, makes it possible to exceed customer expectations with experiences focused on customer needs.  CPS offers interactive Comment Boards --  contact us to determine if proactive customer service can help increase your brand loyalty!

2015 Marketing Trends - technology, agility, narrowcasting

Everyone has their Top 10 List -- and marketing is no different.  While it is probably true that the fundamentals of marketing are always going to be with us, it's important to keep an eye on what is currently activating the fundamentals for businesses or consumers.

Narrowcasting: the marketing tsunami trend

Here are a couple of ideas to mull over as to their impact and how your organization is responding to their emergence:

(1) Marketing technologists will emerge as digital marketing becomes more of a force. Forbes says we'll see new faces and skills enter with "heavy digital DNA and technology acumen and they'll be integrated seamlessly into our  marketing groups."

(2) Agility marketing will become more prominent with the rise of the short-term focus seen in social media.  Forbes notes, "the best marketers will have ever more consumer data, capable of faster adaptation, shorter lead times, and always-on, real-time marketing." What do you think of this focus on the next hour as compared to traditional month or quarter; can your organization support this demand?

(3) The marketing pendulum is moving ever faster from globalization to personalization.  Remember the old adage: All politics is local?  We're seeing the same thing in terms of marketing communication as consumers resist the traditional "broadcast" approach to marketing.  Call it narrowcasting or personalization but... it isn't a trend; Forbes says we're in the midst of a marketing tsunami in terms of both marketing entities and communications.

What trends are you seeing? CPS is moving further ever further into the mobile and interactive world for both business and consumer-facing applications.  An example: our SalesTouch interactive touchscreen product is designed around the concept of narrowcasting -- providing information in discrete pieces based upon consumer requests.  It's omnichannel, too -- available large-screen in sales/leasing offices, on tablets via download and over the web, as well.

What's Trending for Customer Service? Think Proactive, Omnichannel

It's been said that effective customer service is both a strategy and philosophy as much as a major business function.  As a result, it makes sense to monitor trends and understand new channels in order to evaluate whether it makes sense to modify your customer service strategy. We've seen two major trends emerge over the last year:

Interactive Touchscreen: Proactive Customer Service

(1) Proactive interaction -- Most agree that customer service shouldn't focus only on "putting out fires." It's about developing relationships from the first point of contact. Providing proactive interaction shows you support your customers and reduces the number of fires long-term.  Utilizing"self-service" throughout your engagement process allow customers to interact at their timing. You'll start the conversation as your consumers provide feedback, suggestions and requests ahead of a critical item. Using technology (such as a knowledge base) lets your customers engage with you and each other. Your customers will tell you about their interests and concerns when presented with the ability to interact.

(2) Omnichannel customer service -- Zendesk reports 2014 is shaping up as the year of omnichannel. An interesting blog suggests consumers are becoming more comfortable interacting with companies via email, phone, in store, etc.  What's really interesting to read is how companies benefit when providing multiple engagement channels -- that is, there are economic benefits: 75% of