Builders: Get Proactive, Increase Referrals with Mobile Customer Experience Moments!
Let’s take an earlier Solutions Blog: How to Improve Your “Refer a Friend” Rate (read it here) with Eliant’s Bob Mirman thoughts regarding the referral impact associated with keeping customers informed – and add Full Story’s Scott Voight’s thoughts, “You can win on customer experience” and “Excellent customer service can largely be distilled in two words, speed and convenience.”
Have you adopted “proactive customer service” — that is, not waiting for an event to offer specific, customer-focused attention.
|Get Mobile and Create Proactive Customer Service moments!|
A recent Innovative Retail Technologies article sparked a new thought: the value of mobile relative to proactive.
There’s a “First Dibs Opportunity” study suggesting 46% of mobile usage sessions start with no real aim! Author Christine Kern also mentions 70% of respondents use their mobile devices to “kill time.”
The study concludes “if smart phones were smart, they’d do a better job of giving us something useful!”
Software can help builders turn mobile time into proactive customer service moments! Your homebuyers can grab a minute or two, while waiting in line at the store, to check out stage of construction photos. And, can’t you see your buyer getting excited to see a just-installed countertop and turning to the next shopper and saying, “Check this out! My new home’s kitchen was just finished!“
That’s a refer a friend moment! Or, how about the impact of a homeowner browsing their warranty service requests while getting a hair cut and seeing a completed request with a photo? Wouldn’t that be a “Wow! My builder is on top of things!” moment?
CPS’ FieldCollaborate and WarrantyWatcher Portals can help you easily create these proactive customer service events — and do it quickly and conveniently. Customer experience will improve and your referral rate will jump!