--- title: CX Insights for Home Builders | Eric Lee - Director of Customer Experience description: Eric Lee is the Director of Customer Experience at The Bokka Group. He is a trusted consultant to executives and decision-makers, known for his keen eye in analyzing big data to identify process improvement opportunities and create actionable plans that deliver measurable results. --- [esc ](https://www.bokkagroup.com/home-builder-insights/articles/author/eric-lee#) - [What we do](https://www.bokkagroup.com/customer-experience-services-home-builders-construction) - [Consulting Services](https://www.bokkagroup.com/customer-experience-services-home-builders-construction/consulting-services) - [Marketing Services](https://www.bokkagroup.com/customer-experience-services-home-builders-construction/marketing-services) - [Technology Solutions](https://www.bokkagroup.com/customer-experience-services-home-builders-construction/customer-satisfaction-surveys) - [About Us](https://www.bokkagroup.com/about-us) - [About Bokka](https://www.bokkagroup.com/about-us) - [Our Methodology](https://www.bokkagroup.com/about-us/4-step-process-for-improving-home-building-experience) - [Join Our Team](https://www.bokkagroup.com/careers) - [Success Stories](https://www.bokkagroup.com/success-stories-for-home-builders) - [Insights](https://www.bokkagroup.com/home-builder-insights/articles) - [Articles](https://www.bokkagroup.com/home-builder-insights/articles) - [Research](https://www.bokkagroup.com/home-builder-insights/research) - [Whitepapers](https://www.bokkagroup.com/home-builder-insights/whitepapers) - [Contact](https://www.bokkagroup.com/contact) - [Join Our Team](https://www.bokkagroup.com/careers) - [Builder Signal](https://www.bokkagroup.com/builder-signal-construction-communication-software) - [Call Us](tel:720-466-7562) - [Facebook](https://www.facebook.com/bokkagroup/) - [Twitter](https://twitter.com/bokkagroup) - [LinkedIn](https://www.linkedin.com/company/the-bokka-group) - [RSS](https://www.bokkagroup.com/home-builder-insights/articles/rss.xml) © 2026 The Bokka Group, Inc. 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[Sara Lambert](https://www.bokkagroup.com/home-builder-insights/articles/author/sara-lambert) (4) # Insights from Bokka: Eric Lee ![Eric Lee - Director of Customer Experience](https://www.bokkagroup.com/hubfs/Eric.jpeg) ## Eric Lee ### Director of Customer Experience Eric Lee is the Director of Customer Experience at The Bokka Group. He is a trusted consultant to executives and decision-makers, known for his keen eye in analyzing big data to identify process improvement opportunities and create actionable plans that deliver measurable results. - [![Journey Mapping vs. Process Mapping for Home Builders: Key Differences Explained](https://www.bokkagroup.com/hs-fs/hubfs/journey-mapping-vs-process-mapping.jpg?length=500&name=journey-mapping-vs-process-mapping.jpg) ](https://www.bokkagroup.com/home-builder-insights/articles/journey-mapping-vs-process-mapping) ###### Articles ## [Journey Mapping vs. Process Mapping for Home Builders: Key Differences Explained](https://www.bokkagroup.com/home-builder-insights/articles/journey-mapping-vs-process-mapping) In the homebuilding industry, “journey mapping” and “process mapping” are often used interchangeably. While both involve mapping, they serve very[...] [Eric Lee - Director of Customer Experience](https://www.bokkagroup.com/home-builder-insights/articles/author/eric-lee) on March 26, 2026 7 min read - [![From Frustration to Five Stars: Solving the 5 Biggest Homebuyer Pain Points with Journey Mapping](https://www.bokkagroup.com/hs-fs/hubfs/solving-homebuyer-pain-points.jpg?length=500&name=solving-homebuyer-pain-points.jpg) ](https://www.bokkagroup.com/home-builder-insights/articles/solving-homebuyer-pain-points) ###### Articles ## [From Frustration to Five Stars: Solving the 5 Biggest Homebuyer Pain Points with Journey Mapping](https://www.bokkagroup.com/home-builder-insights/articles/solving-homebuyer-pain-points) Building a new home should be a journey filled with excitement—not regret. But our journey mapping work reveals a consistent truth: many of the[...] [Eric Lee - Director of Customer Experience](https://www.bokkagroup.com/home-builder-insights/articles/author/eric-lee) on October 06, 2025 9 min read - [![Great Customer Experience Starts with Your Employees](https://www.bokkagroup.com/hs-fs/hubfs/Home-builder-employees-laughing-and-having-fun-at-work.jpg?length=500&name=Home-builder-employees-laughing-and-having-fun-at-work.jpg) ](https://www.bokkagroup.com/home-builder-insights/articles/great-customer-experience-starts-with-your-employees) ###### Articles ## [Great Customer Experience Starts with Your Employees](https://www.bokkagroup.com/home-builder-insights/articles/great-customer-experience-starts-with-your-employees) In today’s competitive homebuilding market, delivering an exceptional customer experience (CX) is no longer optional—it’s a business imperative. [Eric Lee - Director of Customer Experience](https://www.bokkagroup.com/home-builder-insights/articles/author/eric-lee) on September 10, 2025 5 min read - [![Why Poor Construction Communication is Killing Your Referrals](https://www.bokkagroup.com/hs-fs/hubfs/Homeowner-upset-with-new-home-construction-worker.jpg?length=500&name=Homeowner-upset-with-new-home-construction-worker.jpg) ](https://www.bokkagroup.com/home-builder-insights/articles/why-poor-construction-communication-is-killing-your-referrals) ###### Articles ## [Why Poor Construction Communication is Killing Your Referrals](https://www.bokkagroup.com/home-builder-insights/articles/why-poor-construction-communication-is-killing-your-referrals) The construction phase is arguably the most complex and challenging part of the home buyer’s journey. With hundreds of activities, suppliers, and[...] [Eric Lee - Director of Customer Experience](https://www.bokkagroup.com/home-builder-insights/articles/author/eric-lee) on November 25, 2024 5 min read - [![What's better than a Reg Card? How about a Walk-in Survey](https://www.bokkagroup.com/hs-fs/hubfs/Woman-on-iphone-looking-at-walk-in-survey.jpg?length=500&name=Woman-on-iphone-looking-at-walk-in-survey.jpg) ](https://www.bokkagroup.com/home-builder-insights/articles/reg-card-walk-in-survey) ###### Articles ## [What's better than a Reg Card? How about a Walk-in Survey](https://www.bokkagroup.com/home-builder-insights/articles/reg-card-walk-in-survey) What if you had a tool that identified which of your sales office visitors would become buyers? Registration cards (AKA reg. cards) have long been[...] [Eric Lee - Director of Customer Experience](https://www.bokkagroup.com/home-builder-insights/articles/author/eric-lee) on January 18, 2024 2 min read - [![How to Improve Customer Experience Through Employee Recognition](https://www.bokkagroup.com/hs-fs/hubfs/Diverse-group-of-employees-at-work-clapping-and-smiling.jpg?length=500&name=Diverse-group-of-employees-at-work-clapping-and-smiling.jpg) ](https://www.bokkagroup.com/home-builder-insights/articles/how-to-improve-customer-experience-through-employee-recognition) ###### Articles ## [How to Improve Customer Experience Through Employee Recognition](https://www.bokkagroup.com/home-builder-insights/articles/how-to-improve-customer-experience-through-employee-recognition) The Power of Positive Reinforcement Creating a customer-centric culture doesn't happen overnight. It's a process that starts with a commitment by[...] [Eric Lee - Director of Customer Experience](https://www.bokkagroup.com/home-builder-insights/articles/author/eric-lee) on August 23, 2023 6 min read - [![The Lost Buyer Survey: A Home Builder's Secret Weapon](https://www.bokkagroup.com/hs-fs/hubfs/Manager%20with%20sales%20team%20meeting%20in%20office.jpeg?length=500&name=Manager%20with%20sales%20team%20meeting%20in%20office.jpeg) ](https://www.bokkagroup.com/home-builder-insights/articles/the-lost-buyer-survey-a-home-builders-secret-weapon) ###### Articles ## [The Lost Buyer Survey: A Home Builder's Secret Weapon](https://www.bokkagroup.com/home-builder-insights/articles/the-lost-buyer-survey-a-home-builders-secret-weapon) A builder recently came to me with a data question that many have wrestled with at one point or another: "What should we do with a list of past[...] [Eric Lee - Director of Customer Experience](https://www.bokkagroup.com/home-builder-insights/articles/author/eric-lee) on June 15, 2023 6 min read - [![Why homebuyers write bad reviews... and what to do about it.](https://www.bokkagroup.com/hs-fs/hubfs/Person-on-phone-write-bad-homebuyer-review.jpg?length=500&name=Person-on-phone-write-bad-homebuyer-review.jpg) ](https://www.bokkagroup.com/home-builder-insights/articles/why-homebuyers-write-bad-reviews) ###### Articles ## [Why homebuyers write bad reviews... and what to do about it.](https://www.bokkagroup.com/home-builder-insights/articles/why-homebuyers-write-bad-reviews) In many ways, homebuyers can easily regress to childhood behaviors. If they don't get an answer (or the answer they want to hear), they go from one[...] [Eric Lee - Director of Customer Experience](https://www.bokkagroup.com/home-builder-insights/articles/author/eric-lee) on October 03, 2022 6 min read - [   Prev ](https://www.bokkagroup.com/home-builder-insights/articles/author/eric-lee/page/0) - [1 ](https://www.bokkagroup.com/home-builder-insights/articles) - [2 ](https://www.bokkagroup.com/home-builder-insights/articles/author/eric-lee/page/2) - [Next   ](https://www.bokkagroup.com/home-builder-insights/articles/author/eric-lee/page/2) ## Get in touch We understand the challenges of innovating in an industry not known for great experiences. Tell us your story. [Contact us](https://www.bokkagroup.com/contact-archived) [![How to Prepare for Success in a Cooling Market: A New Home Sales Guide](https://www.bokkagroup.com/hs-fs/hubfs/New-home-sales-guide.jpg?length=500&name=New-home-sales-guide.jpg)](https://www.bokkagroup.com/home-builder-insights/whitepapers/new-home-sales-guide-success-in-a-cooling-market) ## How to Prepare for Success in a Cooling Market: A New Home Sales Guide Get the guide that helps you get back to the fundamentals, and break the bad habits that lead to poor sales. [Find out more](https://www.bokkagroup.com/home-builder-insights/whitepapers/new-home-sales-guide-success-in-a-cooling-market) [![Bokka-logo-reversed](https://www.bokkagroup.com/hs-fs/hubfs/Bokka-logo-reversed.png?width=300&name=Bokka-logo-reversed.png "Bokka-logo-reversed")](https://www.bokkagroup.com/) ##### OUR CONSTRUCTION APP [![Builder-Signal-Logo-Reversed-color](https://www.bokkagroup.com/hubfs/Builder-Signal-Logo-Reversed-color.png "Builder-Signal-Logo-Reversed-color")](https://www.bokkagroup.com/builder-signal-construction-communication-software) ##### What we do We help you make lasting improvements to your customer experience (CX). From CX design to monitoring and management, we create a seamless home buying experience that increases customer satisfaction, brand value, and employee happiness. ##### Follow us - [Facebook](https://www.facebook.com/bokkagroup/) - [Twitter](https://twitter.com/bokkagroup) - [LinkedIn](https://www.linkedin.com/company/the-bokka-group) - [RSS](https://www.bokkagroup.com/home-builder-insights/articles/rss.xml) [Get in touch](https://www.bokkagroup.com/contact) Copyright © 2026 The Bokka Group, Inc. All rights reserved.  |  [hello@bokkagroup.com ](mailto:hello@bokkagroup.com) |  [Privacy](https://www.bokkagroup.com/privacy-policy-data-collection-use-and-security-bokka-group)[mailto:hello@bokkagroup.com](mailto:hello@bokkagroup.com)