Why Customer Experience Matters to Home Builders

Modern customers expect personalized brand experiences, which are becoming easier for businesses to provide thanks to technological advancements. The concept of providing outstanding customer service is nothing new. However, within the home construction industry, the term has become a buzzword in recent years. As we are well into the “age of the customer”, a home builder must be present at every stage of the buying process in order to provide a positive customer experience.

Increasing profitability by improving the customer experience

The first step in improving the customer experience is to map out the entire customer journey, from the initial search for a home builder to the final handover of the keys.

The majority of your customers will have the following expectations

• Service offered
• Price
• Keep in touch (frequency, style, and channel)
• Timeline

It’s no longer about you. It’s about your customer

In the past, entrepreneurs and business owners believed that providing the best price with the best features was the key to a successful brand, but this is no longer the case in today’s digital age. The focus has shifted to how customers can succeed with your products by enhancing their customer experience and journey. The ability of a company to provide exceptional customer experiences is dependent on connected data. To do so, you must link your data and any intelligence gathered across all of your systems, from front to back. Only then will you be able to provide a consistent, connected, and personalized customer experience across all marketing, sales, and customer service channels.

Communicate in a consistent way

Excellent customer service has been shown to have a positive financial impact: Shorter sales cycles, fewer warranty claims, lower cost per sale, lower employee turnover, and positive customer feedback are all advantages that can’t be overlooked. Improving the customer experience is a long-term investment that pays off in the long run. You might mention in this customer journey that depending on the channel a customer uses, he can have different or inconsistent experiences. It’s time for all sales and marketing channels to provide a consistent experience.

Separate yourself from the competition

Customer experience insights can help you build a more customer-centric company. By leveraging technology to provide a personalized experience with dynamic search functionality, home builders can create meaningful experiences, for every home buyer. By managing your customer experience, you’re listening to your buyers and prospects to shape not only how you do business with them, but also how you strategize every aspect of your business in the future. Customer relationships are strengthened as a result, making it easier to expand and scale your business.

A Better Home Builder Customer Experience

Customer-centricity is a dynamic concept that is constantly changing. Builders must consider the customer’s perspective in order to raise brand awareness, deepen engagement with the brand, and differentiate themselves from the competition. You can improve your bottom line and rise to the top by taking steps to improve. With so many moving parts and people involved in the 8 to 10-month home building process, one bad move can create havoc.

If you’re not sure where to start, we can help. We’ve been building and improving home builders’ sales processes and customer experiences with InSimplify, the best home builder CRM in Australia. InSimplify, the leading-edge cloud-based construction CRM software integrates every stage of the builders’ process. To find out more about how InSimplify can help your business, don’t hesitate to reach out to us!