For decades, home builders have struggled when it comes to communication with their home buyers. If you’ve ever built a home, then this concept is not lost on you. Homebuyers want frequent communication with their builders, and want to be in the[...]
A few months ago, I was leading a design-thinking program called Skunkworks, after Lockheed Martin’s super-secret innovation program. An important[...]
Articles Marketing strategy Customer experience Nurturing and follow up Personalization User research
Once upon a time, cell phones were just phones, and home buyers were restricted to researching a purchase from a
How often do we actually put this into practice? If Google and Facebook reviews have taught us anything, it’s that home buyers have a lot to[...]
In the first of a five-part series, on Customer Experience in the Home Building Industry, we’ll explore the basics of customer experience, why it matters, and what’s involved in building an effective customer experience program. Part one is[...]
Builder culture Articles Marketing strategy Customer experience Journey mapping Voice of the customer Personalization User research
Unified customer experiences are rare these days. Think about a bad customer experience you’ve had lately. It likely had something to do with a disjointed process where you got stuck in the middle. For[...]
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