Prerequisites to Customer Satisfaction: Woodland, O’Brien & Scott

The inaugural webinar of The Customer Experience Discussion was a great success and starting point for the customer centric attendees.  Based upon the post-webinar feedback it was very well received, too.  Kudos must go out to fellow Customer Experience Advisory Council members (Chip Pennington, Shea Homes and Brad Brickman, Constellation/BuildServ) and the scores of homebuilders who attended this webinar and took the time to complete the post-webinar assessment.

Below are some of the key webinar slides used in our inaugural webinar to: 1) define customer satisfaction, 2) help builders identify their company’s perspective regarding customer satisfaction, and 3) review the customers’ hierarchy of needs for satisfaction.

Be sure to mark your calendars for our second webinar on November 3rd, 2010, where panelists and homebuilders will discuss successful referral sales generation strategies – an important and timely topic for sure.

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© Woodland, O’Brien & Scott, 2010. Unauthorized use and/or duplication of this material without express and written permission from this blog’s author and/or owner is strictly prohibited. Excerpts and links may be used, provided that full and clear credit is given to Woodland, O’Brien & Scott, with appropriate and specific direction to the original content.

Prerequisites to Customer Satisfaction: Powell Homes

These are the slides describing the Powell Homes approach to delivering a positive customer experience for the discussion. I look forward to your comments.

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© Powell Homes, Inc, 2010. Unauthorized use and/or duplication of this material without express and written permission from this blog’s author and/or owner is strictly prohibited. Excerpts and links may be used, provided that full and clear credit is given to Powell Homes, Inc. with appropriate and specific direction to the original content.

Prerequisites for Customer Satisfaction: Shea Homes

These are the slides describing the Shea Homes approach to delivering a positive customer experience for the discussion.  I look forward to your comments.

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© Shea Homes, Inc, 2010. Unauthorized use and/or duplication of this material without express and written permission from this blog’s author and/or owner is strictly prohibited. Excerpts and links may be used, provided that full and clear credit is given to Shea Homes, Inc. with appropriate and specific direction to the original content.

Updated Webinar Title” “Prerequisites to customer satisfaction: Understanding needs and first steps to improve satisfaction and referral rates”

As I have worked with the panel participants developing the content for our first webinar it became apparent that we needed to start by presenting a baseline of how two well established builders achieve high rates of customer satisfaction.          

Customer Experience Discussion

 

So we have changed the title to another one of the Interest Survey favorites “Prerequisites to customer satisfaction: Understanding needs and first steps to improve satisfaction and referral rates”.  For details about the Interest Survey please results in an earlier post.       

Please join us on September 22nd at 1:00 PM Central Daylight Time for our first webinar and discussion.  We will investigate what it takes to successfully manage expectations for customer satisfaction.  We will identify the customer’s hierarchy of needs through and present the tactics of two top performing builders. We will also discuss Quality from the perspective of different teams within homebuilding enterprises.       

– Click on the enroll now link to register.  This one hour webinar will be moderated by Brad Brickman, Ownership Guides by BuildSERV, with these presenters:       

• Chip Pennington, Corporate Director of Customer Service for Shea Homes
• Brooks Powell, Builder/Owner, Powell Homes & Powell Renovations
• Charlie Scott, Partner at Woodland, O’Brien & Scott

The presenters will share how they meet their customer’s expectations in terms of Quality and Customer Communications and their philosophy on generating referral sales.       

Please comment below on how expectations for Quality impact you and how our panelists could offer helpful insights.

The Miracle of Compound Interest and Customer Satisfaction

According to Wikipedia, “compound interest” arises when interest is added to the principal, so that from that moment on, the interest that has been added also itself earns interest. Some experts claim Albert Einstein called this compounding effect “one of the strongest forces in the universe,” and others, like Baron Rothschild, called it the “eighth wonder of the world.”

Survey Results – Topics Generating the Most Excitement are…..

For those of you who particpated in the survey thank you very much!

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We sent an Interest Survey to 75 different home builders and housing professionals.   A total of 27  individuals completed the survey.  We will continue to collect more information but these are the topics that are generating the most interest.

The topics generating the highest excitement from responders is:  “Quality in the Eyes of : the Customer, the Builder, the Trades and the Sales Team.”   

Tell Us About Your Interests

I am pleased to present a list of possible topics for the upcoming Customer Service Discussion Group webinar series scheduled to start in late September.  The blog contributors Chip Pennington, Charlie Scott, Craig Schweikart and I have worked together to develop a list of potential topics and we value your input.  Topic candidates:

Introduction: Social Networking Initiative

Social Network Initiative

As a program moderators for the Constellation Virtual User Conference I learned that many of the participants would value on ongoing venue for sharing information about best practices with other customer service professionals in our industry.  We have made preliminary inquiries about the value of this type of venue and we are receiving very positive feedback.