The Experience: Creating a VIP Total Customer Experience
Thursday, February 29 | 8:30 - 10:30 AM
LVCC - IBS Spotlight Room - West 326
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 and insightful customer videos 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.