Tag: customer experience

The Planned Surprise Strategy

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 […]

What We’ve learned from Over 37 Years of Homebuyer Satisfaction Feedback

Since starting this consumer research company on my dining room table in 1984, I have gathered an incredible database of homebuyer satisfaction surveys from over 150 major builders. These evaluations paint an unmistakable picture of homebuyer sentiment in every region of the country. The good, the bad, and the unsavory: buyers’ perceptions of their builder, […]

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 […]

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 […]

A NEW CHAPTER: ANNOUNCING ELIANT EAST COAST

In a year marked by dramatic changes for so many people across the globe, we have one very exciting announcement to make:   Eliant is opening its first East Coast office in the Raleigh, North Carolina area. This expansion signals a new era in our strategic growth as we take our in-person services and training […]

Homebuilding experience management firm, Eliant, announces winners of 24th Annual Homebuyers’ Choice Award 2020

The New Home Company comes in first among multi-divisional builders and The Olson Company named top single-division builder; Dave Patwell of Irvine Pacific wins top individual honor.   Homebuilders who provided their customers with the best purchase and ownership experiences, according to surveyed homebuyers, were honored in the 24th annual Eliant Homebuyers’ Choice Awards that […]

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 […]

Oakwood Homes Creates the Colorado Homebuilding Academy

“Every single year the labor situation has basically gotten worse,” said Patrick Hamill, CEO of Oakwood. To read more on how he has created a solution for Colorado’s construction labor shortage click here .

Creating Sales From Referrals

“Learn from the mistakes of others.  You can never live long enough to make them all yourself.” ~Groucho Marx   You can bet your life that Groucho was right. Time is short. Why not speed up the  learning curve and learn from others’ mistakes and successes? Use Customer Evaluations to Motivate Your Staff Yelp. Trip Advisor. […]

5 Steps for Properly Setting Buyers’ Expectations

Honesty is the fastest way to prevent a mistake from turning into a failure.
— James Altucher

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