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 […]
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 […]
Since starting this consumer research company on my dining room table in 1984, I have gathered an incredible database of strategies used by over 1,600 homebuilders to delight their customers. Here one of the best ideas: Turn each new-home purchase into an extraordinary experience by planning a series of memorable surprises for each buyer […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]