In This Episode:
Bob Mirman, CEO of Eliant, a customer experience research organization, talks about the impact of customer feedback on improving the home buying process and shares insights from his new book, Homebuyers Talk. Jeff and Bob also discuss the low-hanging fruit for builders to enhance the customer experience, such as delivering clean homes and immediately sharing customer feedback with field reps. Jeff and Ryan Taft talk about the down payment barrier many potential buyers face.
Timestamps:
00:00 From Worst to First
03:08 The Down Payment Barrier to Home Ownership
08:36 Interview with Bob Mirman, CEO of Eliant
17:01 Discussion on Customer Feedback and the Book 'Homebuyers Talk'
21:09 The Importance of Timely Feedback for Field Reps
25:27 Delivering Clean Homes and Meeting Promised Dates
29:22 Difference Between A Transaction & An Experience
About Bob:
With a background in clinical and consumer psychology, Bob was the first to professionalize homebuyer surveys and psychological assessments in the homebuilding industry. With his founding of Eliant in 1984, he offered homebuilders the reliable data they needed to make customer experience management, CRM and data-driven marketing the new business as usual. Working with a group of founding clients, Bob also introduced the practice of benchmark assessments to the industry. His innovations and contributions have been helping to raise customer experience standards across homebuilding for over 40 years.
Acknowledgments:
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