Episode #327: Delivering a Seamless Customer Experience – Fernanda Luick

Align expectations early: Ensure sales, marketing, and construction teams communicate a consistent timeline and set realistic expectations to prevent buyer disappointment later in the process.

Proactively communicate: Go beyond just responding; anticipate customer needs and provide information before they ask, building trust and reducing anxiety.

Measure beyond purchase: Extend customer experience measurement and service through the first year of ownership, as post-purchase satisfaction often declines, impacting long-term advocacy.

Empower your team: Give customer-facing employees the tools and authority to resolve issues and personalize service, even for large builders, to maintain a human touch.

Leverage all feedback: Actively solicit and review survey comments to identify patterns in process, performance, product, or trade issues, rather than just using surveys as a 'check-the-box' exercise.

Address online reputation strategically: Use positive feedback from surveys as content for social media and reviews platforms to overshadow isolated negative comments and present a more balanced view.

Involve leadership: Ensure senior management is engaged in the customer experience program, reviewing feedback, and recognizing team members to emphasize its importance and drive accountability.