Feb 25 - 27, 2025 | Las Vegas, NV
Feb 25 - 27, 2025

The Experience: Creating a VIP Total Customer Experience

Thursday, February 29 | 8:30 - 10:30 AM
LVCC - Spotlight Room - West 326

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    What It's About

    Unlock the power of customer experience as the ultimate differentiator in an ever-changing and ultra-competitive home building landscape. In this brand-new Super Session, we delve into the comprehensive world of a builder's Total Customer Experience (TCX), comprising Sales & Marketing CX, Design CX, Construction CX, and Warranty CX, each offering its distinct challenges. Through first-hand experiences illustrating best “in the field” practices, our seasoned group of industry leaders explores lead gen, setting sales expectations, build quality, inspection management, scopes of work, delays, contractor management, home delivery, ticketing, repairs and more. But it's not just about talk; we’ll engage your senses and immerse you in what a thoughtful home buying process feels like, from the initial impression to lasting interactions, unveiling ways to surprise, delight and personalize throughout. Your VIP experience awaits, so step into the future of TCX.

    What You’ll Learn

    • Understand the model of Total Customer Experience and how each department within an organization can work toward creating a VIP customer journey.
    • Learn best practices for marketing, sales, design, construction and warranty CX including sales leads, model access, setting expectations, build quality, inspections, delays, home delivery, service ticketing, repair expectations and more.
    • Discover new ways to engineer touchpoints from first contact through the warranty and see how to create lasting, high-impact memories to generate raving fans.

    How to Attend

    Participants must be registered for an Expo + Education pass. Seating for sessions will be on a first-come, first-served basis.


    Picture of Mollie Elkman
    Group Two Advertising
    Picture of Beth Byrd
    Beacon Homes
    Picture of Paul Cardis
    On3, LLC.
    Picture of Jeremiah Gore
    Shore Consulting Inc
    Picture of Mark Hodges
    Blueprint Strategic Consulting
    Picture of Camille Jenkins
    Camille's Keys LLC
    Picture of Allan Klassen
    Brookfield Residential


    Registration Type
    Expo+Education Pass
    Research & Trends
    Super Session
    Level of Content
    Who Should Attend
    Remodelers, Sales & Marketing Professionals, Single Family Builders - All Types

    Continuing Education
    NAHB - 2.00 CE hour(s)
    NKBA - 0.220 CEU(s)
    © 2024 National Association of Home Builders of the United States. All rights reserved.
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