FEB 8-10, 2022

Second Mile Service: Transforming the Home Building Experience

Thursday, February 11 | 4:00 - 4:45 PM EST

SESSION TYPE: Game Changer Session More Info

VIRTUAL FORMAT: On-Demand More Info

LEVEL OF CONTENT: Intermediate More Info

WHO SHOULD ATTEND: Sales & Marketing Professionals, Single Family Builders - All Types, Remodelers

TRACK: Sales & Marketing

This on-demand video was accessible until March 31, 2021 only. The majority of educational content will be available through June 30. When Steve Robinson joined Chick-fil-A, the marketing doctrine of the day said that stakeholder and employee wisdom trumped customer experience. In a move that would help turn the brand into the fastest-growing fast food chain in the U.S. today, Robinson flipped the script and began placing customer experience above all else in every marketing plan he undertook. In this Game Changer session, Robinson shares what that meant in practice at Chick-fil-A, as well as what home builders can learn from the “Second Mile Service” hospitality guidebook it took Chick-fil-A seven years to complete and implement across their organization. Honest, funny, and revealing, this talk is a crash course in transforming the customer journey and creating a brand they can’t live without.

  • Learn how to identify and develop a core purpose for your business.
  • Discover how to identify customer needs and establish an industry leading customer experience.
  • Identify strategies to instill a customer-first mentality in your culture, brand and staff.

Open to all registered IBSx attendees. Click on "Get Video" and use your confirmation ID and Last Name to view the replay.

Continuing Education

NAHB - 0.75 CE hour(s)

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  • 1201 15th St NW
    Washington, DC 20005

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