Have You Asked: What’s Our Home Buyer Experience Gap?

Have You Asked: What’s Our Home Buyer Experience Gap?

Just a couple of Solution Blogs ago, we talked about the how the concept of customer service has transitioned into customer experience — you can read it here.

Let’s focus this Blog on your buyer — after the time of purchase.

Information Reduces the Gap!

What is a Buyer Experience Gap?

Ask yourself:

  • What would you consider to be a great buyer experience after the Purchase Agreement is signed?
  • What is the actual buyer experience today in your organization?
  • The difference is your buyer experience gap!

Is Communication Part of Your Gap?

Did you see our Solutions Blog: Homebuilder #1 Referral Driver: Keeping Buyers Informed? You can read it here.

That Blog is one of our most frequently read! It starts with Eliant CEO Bob Mirman’s statement in Builder and Developer: the single largest referral driver for homebuilders is how well the builder keeps buyers informed regarding the status of construction.

Lack of Information Creates Buyer Stress

Mirman asks us to think of the homebuying process as similar to a hospital stay.  No question: both are stressful! 
Yet, the stress can be mitigated by information
No one, in other words, feels comfortable in the dark. Mirman notes the #1 reason for buyers’ Willingess to Refer a Friend is the builder’s ability to keep the buyer informed of their status.

Communication Doesn’t Need to be Complicated

Mirman points out, You don’t need conversation — just communication.

That’s How Technology Can Decrease that Experience Gap

We’d like to suggest technology will provide the tools necessary to improve your communications — and reduce the gap! CPS’ web Portals take information already developed by FieldCollaborate’s construction users and WarrantyWatcher‘s customer service teams and make it available to buyers and homeowners via the Internet.
No additional work required: the construction schedule can be set as viewable for your buyers. Warranty requests, status updates and appointments are available via mobile or desktop. In both cases, 24/7, anywhere/anytime.
Want to up your game, decrease the gap even further? Go the extra step and take stage-of-construction photos and attach them to your construction milestones. Your buyer knows what’s happening, fewer trips to the job site, fewer calls — and your internal team can view them, as well.
How about adding post-repair photos so your homeowner knows how things look before getting home from work? After all, you buyers have Portal access 24/7 so they’re up-to-speed as the work is completed.

Referrals are the Result of a Great Buyer Experience

Referrals can be your least expensive source of traffic — and the most rewarding. Enhanced communications is a win-win as your team communicates results internally and they’re viewable by your most important audience: the buyer.

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