The Eliant Blog
How Eliant’s Highest Rated Builders Convert Customers Into “Passionate Advocates” and Sell at Least 40% Of Homes by Referrals
Someone in charge of the “Customer Experience” or “Customer Loyalty” at corporate and division levels Cross-departmental teams to create “The Promise List”: What will we promise our customers about quality? Move-In date? Service response, etc. Structured ‘Management of Customers’ Expectations’ training to ensure compliance within each department (i.e. How & when to make promises) Consistent […]
Create Magic By Sharing Customer Survey Data With Team members
“Feedback is the breakfast of champions.” -Ken Blanchard No one knows more about your sales and service process than your customers. Asking for customers’ feedback provides an incredible opportunity to highlight the good, the bad, and – all too often – the downright ugly side of our homebuyer interactions. These evaluations and comments are your […]
Bartenders and Homebuilders: What’s The Problem?
On a recent golf trip, to Kohler, Wisconsin, Martha and I stopped at a local saloon. Sat at the fairly empty bar for dinner. The bartender finally came over to take our drink order. Slow to bring drinks. Finally brought the drinks and took our food order. Food arrived relatively soon but both our requests […]
Home buyers’ willingness to refer a friend just hit an all-time high…WHY?
Over the past 41-years of measuring the new-home purchase and ownership experience for thousands of home builders, an interesting pattern in the home buying experience has been repeatedly and predictably confirmed in Eliant’s data. Here it is: There is an inverse relationship between new-home sales volume and homebuyers’ satisfaction. And though it doesn’t have quite […]
Creating Passionate Advocates: Selling 30+% of Your Homes From Referrals
That title should have said “35+%”, but most of you would have dismissed that as an unrealistic tease. So, in the spirit of caution, I lowered the target to be closer to our builder clients’ national average of 25%. My logic behind this more reasonable target emanated from the behavior modification research with which I […]
Beth Bloom promoted to Vice President of Survey Operations!
Eliant is delighted to announce the promotion of Ms. Beth Bloom to the key position of Eliant’s Vice President of Survey Operations. Over the course of 22 years, Beth has demonstrated exceptional proficiency in overseeing Eliant’s survey operations for both domestic and international clients, including home builders, lenders, escrow, and design center companies. […]
Global Customer Experience Management Firm, Eliant, Announces Winners of the 29th Annual HomeBuyers’ Choice Awards
Olson Homes and Chesmar Homes receive top honors with ‘The Eliant’, and Dalia Diaz of Landsea Homes named Customer Experience Leader of the Year during Eliant’s 40th Anniversary Celebration Aliso Viejo, CA (April 12, 2024) – The winners of Eliant’s acclaimed 29th Annual HomeBuyers’ Choice Awards – held during the firm’s 40th Anniversary Celebration […]
Global Customer Experience Management Firm, Eliant, Hosts Special Two-Day Conference in Honor of 40th Anniversary Celebration
ALISO VIEJO, CA – February 20, 2024 – To commemorate its fourth decade in business, Eliant, an international customer experience management firm, has announced its 40th Anniversary Celebration –– a special two-day conference taking place this spring, April 11-12, at the Newport Beach Country Club in Newport Beach, California. The invitation-only conference, created exclusively for […]
Eliant President Serves up Inspiration at Women’s Leadership Breakfast
The Greater Sales & Marketing Council, one of BIA Southern California’s longest running organizations, rounded up three influential leaders for its Annual Women in Leadership Breakfast, held at Whittier College Chapel in November. Eliant President Fernanda Luick was invited as a panelist, alongside Brooke Doi from Shea Homes and Lindsay Hezmalhalch of WHA. The event […]
Eliant Celebrates Women Leaders at BIA/OC’s “Building Your Own Journey” Conference
Last month, Eliant kicked off the summer by joining the Building Industry Association of Southern California, Orange County Chapter (BIA/OC) at their highly anticipated Women’s Leadership Conference, “Building Your Own Journey.” ). Many Eliant team members were excited to participate; for some this was their first year attending this conference! The 8th annual event, which […]