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Tuesday, May 28, 2019

Builders: Buyers are Expecting an Enhanced Sales Office Experience

Consumer Expectations Are Changing Rapidly

Our Blog has focused on SST recently --  that's self-service technology (read here and here).

Your Buyers are Looking for Information!
Self-service hasn't always had the best of reputations; however, attitudes, preferences, and expectations change quickly. One reason is changing demographics; another is technology.

In other words, today, self-service is not only a solution but a preference for many. 

Customer Satisfaction is Driving Kiosk Implementation

SST isn't happening in a vacuum, however.

Improving customer satisfaction and customers' perception of the business are top reasons for deploying digital signage. Enhancing the customer experience, improving the customer journey, is driving the transition from a static, pre-set experience to a dynamic, immersive sales office environment fueled by interactive kiosks. 

Meet Your Home Shoppers Need for Information and Lifestyle

CPS has been providing interactive touchscreen kiosks to homebuilders for the last 10 years. We understand what's involved in providing an exceptional, end-to-end experience (in this case, that includes the customer and technology).  

Encourage Your Buyers with an Intuitive Process
Here's what we've learned about improving the customer experience and interactive kiosks:
  1. Interactive -- coupled with dynamic creative -- engages shoppers from the minute they walk in. 
  2. Home shoppers want your product to meet their needs so give them the information to make that happen!
  3. A recent Metrostudy Consumer Insights series affirmed Location & Home Design to be the most significant motivators so use interactive floorplans, drag 'n drop furniture and interactive local area maps with great-looking graphics to tell your story!
  4. The kiosk process needs to be so intuitive that your home shopper wants to engage.  Don't make it too complicated or geared towards sales agent operation!
  5. Interactive is age-agnostic! Boomers and Millennials want information -- the type may vary but they're both trying to visualize how to your community and homes meet their objectives!

Visit CPS at PCBC 2019

We'll be at PCBC 2019 in San Francisco starting May 29; visit us in Booth 141 or contact us for a one-on-one demo to see how we can work together to create an enhanced customer experience!

Sunday, May 26, 2019

Memorial Day 2019: Remembering Service & Sacrifice

President Harry Truman's Memorial Day message to the nation is as appropriate today as it was in 1945:
Our debt to the heroic men and valiant women in the service of our country can never be repaid. They have earned our undying gratitude. America will never forget their sacrifices. 
Vietnam Memorial, Washington DC
Additionally, here at CPS we take every Memorial Day as an opportunity to recognize and thank service members associated with the CPS family:

Bob Musa's son is currently serving in the US Marine Corps; Mike is at his permanent duty station in North Carolina.

We honor the service of:

Bob Strickland, US Air Force
Bob's father: Robert Musa (US Marine Corps, retired and yes, that's 2 generations!)
Chris' father, Michael Lott (US Navy, retired)
Michelle's father, Robert DuBois (US Air Force)
Michelle's husband, Jerry Stone (US Navy)
Sean's father, Chris Miyazaki (US Air Force, retired)
Troy's brother, John (US Air Force)
Zoe's father, Charles Miller, and brother, Wilson Miller (both: US Army)

Did you realize 50% of today's high school youth aren't aware of World Warr II? Why not take the time to encourage friends and family to remember -- with a bbq, picnic, memorial park visit or concert, join a parade or run a race to support fundraising efforts?

Let us know who you are remembering this Memorial Day!

Wednesday, May 22, 2019

Customer Service: Expand Beyond Vanilla!!

Chip Bell Talks Out of the Box About Customer Service

Chip Bell, a well-known authority on customer loyalty and service innovation, has some interesting thoughts regarding customer service:
Outside the box customer service = retention, referrals!

Make Service Neopolitan, Not Vanilla!

Bell suggests: Walk on the wild side with your customers! In other words, provide a customer experience that is not only good but innovative -- which translates to meet customer expectations and then go for the unexpected!

Innovative Service Brings Rewards

What's interesting about customer service, from Bell's perspective, is a quality service experience will be met with customer loyalty and Tweets, referrals and all sorts of positive items for the organization.

Homebuilder Opportunities to Deliver More

How can you step out of that Vanilla box
  1. Key customer service terms: quick, consistent and measurable! Do you know the average age of your homeowner warranty request? Can you drill down and find out how many times broken windows were installed in your community? Information (or, data) is key to being able to provide consistent, quality service.
  2. Make your warranty process frictionless! Does your homeowner need to call between 8-5? Or, submit a written list of issues? How many times does your team trade voicemail messages? Do they know what's scheduled? Keeping homeowners informed is the single best way to obtain referrals!
  3. Keep your vendors in the loop, 24/7 -- and make that process as easy as possible. Typically, vendors have their own processes and you can't really customize yours for each of theirs so make sure your vendors have everything they need anywhere/anytime, 24/7. Work orders, drawings, photos, contact info.

Software Will Help!

Homebuilder customer service is a day-in/day-out process. You'll want to have tools to expedite the heavy lifting so it's possible to move beyond vanilla!
Frictionless is 24/7 Homeowner Access!

CPS WarrantyWatcher provides cloud-based warranty management that's available 24/7 on all platforms (tablet, phone, desktop) so your team and vendors are able to respond quickly. And, your homeowners get a seamless process, too with 24/7 access to submit and monitor their requests!

Visit CPS at PCBC 2019

We'll be showcasing WarrantyWatcher at PCBC 2019 May 30-31; visit us at Booth 141! Or, reach out to us and we'll schedule a one-on-one demo.