Category: Experience Management

Creating the Blueprint for the Customer Experience

I am a keen observer of consumers’ behavior during the home purchase experience. And I know enough to be dangerous about regression analysis to understand that some things are just more important than others when it comes to creating a customer who is willing to refer their builder to a friend or acquaintance. What does […]

The Planned Surprise Strategy

Turn each new-home purchase into an extraordinary experience by planning a series of memorable surprises for each buyer at key milestones during the customer’s journey. The goal is to create unexpected moments for your customer to talk about, to brag about you, to spread positive word of mouth and enhance your local reputation. IMPORTANT: This […]

Mirman’s 10 Laws of Managing Buyers’ Expectations

Homebuyer satisfaction is determined by the gap between buyers’ expectations and the builder’s performance. Therefore, there are only two ways to increase homebuyer satisfaction: Improve the performance of your employees and trade partners Lower the expectations of your buyers.   While much attention is given to the latter of the two strategies, it is the […]

The Honeymoon is Over! The Rise and Fall of Homebuyers’ Pandemic-Based Empathy

As many of you may have heard me discuss during recent presentations to Jeff Shore’s Summit conference (Shore Consulting), and Anthony Grasst’s podcasts (Homebridge Financial Services), the period from March-December 2020 saw a highly unusual phenomenon in the world of the new-home purchase experience:   The Situation: Builders were severely stretched to deliver homes on-time and […]

Exceeding Expectations When Delay is Inevitable

By Eric Mitchell, Eliant’s VP, Innovation and Bob Mirman, CEO In October 2020, I decided my home was due for an update. Like many working from home for so many months, I had finally grown tired of staring at old carpet and the same décor I have had for 10 years. I excitedly placed a […]

Online Reputation Management

In a recent home owner satisfaction survey submitted to Eliant, a home owner complained that his wife was being frequently harassed (i.e. “courted”) by the builder’s sales person. The home owner’s comments were so detailed, so compelling, that I was convinced the sales person actually had been pressuring the wife to enter into an illicit […]

Customer Franchising: How to Build Referral-Based Sales

Brand loyalty. Procter & Gamble has it with “Crest.” General Mills has it with “Cheerios.” Fed-Ex has it. Nordstrom has it. Even Alpo has it, and if a dog food can establish loyal customers, why can’t home builders?   Sure, we’re different. We sell the most expensive product around; we offer the most difficult, emotional […]

Benefits of Eliant vs. Internal Surveys

We live in a DIY culture – there are shows, magazines and classes ad nauseum on how to do everything yourself.  However, when it comes to customer satisfaction, leave it to the experts to help you learn what your customers really think about your homes.   The following are just a few insights on the differences […]

Boots on the Ground Help You Control Your Future

Spend more time listening to your staff, not your lawyers By Bob Mirman, CEO, Eliant By Eric Mitchell, VP of Innovation, Eliant   “All bumps are unexpected. If you knew they were coming, you’d avoid them completely.” – Rebecca Crane   This is a true story. As the Division President of one of our client builders, […]

Millennial Home Buyers and Rental Markets

Changes on the horizon for rental homes! Home ownership rates are growing…blame it on the millennials. Click here to read the article.

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