CustomerInsightTM Blog

Tag Archives: Customer-Certified

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2017 H.OM.E. Awards Finalists Announced!

Now in its 7th year, the Home Owner Mark of Excellence (H.O.M.E.) Awards celebrate those companies who have achieved exceptional customer experience scores throughout 2016, as rated by their clients.

Of the Customer-Certified™ builders who have met or exceeded the minimum customer satisfaction requirements, some top performers stand out in each of their markets, for their excellence in driving remarkable customer experiences.

It’s those top performers who have been nominated for our three

H.O.M.E. Awards

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Best Customer Experience – New homebuyers rated their builder twice, 30 days post-possession and 13 months post-possession.

Builder of Choice – New homebuyers rated their builder twice (as above), plus, their trade partners and employees evaluated them.

Best Trade Partner – Residential builder partners rated their trades on their workmanship, quality, reliability, warranty and customer service. (New)

“H.O.M.E. is a difficult achievement for companies because the only judge in these awards is the voice of the customer, trades and internal employees. Builders must deliver on their promises and follow through on one-year obligations to the customer. For the Builder of Choice, the company must also have employees and trade partners who have been treated as ‘part of the team’ – not an easy task,” says Christian Caswell, President & CEO, CustomerInsight.

Congratulations to  all ‘Customer-Certified™’ companies for your outstanding accomplishments .

Click here for a complete list of winners and finalists.

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Getting set up for the big event.
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2017 HOME Awards are coming!

Bigger and better than ever: we are so excited for our 2017 HOME awards. An event crafted for those who stand out. The HOME Gold status recognizes the best of the best, as rated by their customers. Top performing companies compete for two possible awards, Best Customer Experience and Builder of Choice. A highly sought-after award that is solely based on the voice of the customer.  This unique award deserves a one-a-kind look, so we’re thrilled to show you what went behind the creation of our beautiful new award.

Interesting Facts About the New Home Award

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• The designer and artisan of our beautiful statue, Jan Hoselton in collaboration with Jay Hennessy, is Canadian based in Belleville, Ontario and the creators of the CHBA SAM Award for the last 30 years.
• The design team works in collaboration to sculpt each award. Each artisan, uses his/her skill from the molten recycled aluminum pouring stage, through an intensive 7 step polishing/finishing process through to the last hand polish and quality control inspection; and only upon passing a strict quality control, does it have the final approval to be sent for the gold tone and platinum finish and fitted to the aluminum foundation, ready for engraving. Each piece is handled/passed through approximately 12 people.
• Although there are no perfect sculptures, as each one is individually created by hand, there are certain irregularities that to the trained artisan’s eye would be considered not acceptable. The “high five” statuettes present unique challenges due to their shape, colour requirements (gold and platinum tone) and uniquely precise placements on the aluminum foundation. Each award is hand fitted into the “high five” position, without a template, as each piece is unique. The subtle differences, in fractions of a millimeter, can cause the sculpture to not align correctly/not touch at the hands placement. After each award is completed, it is thoroughly rechecked and repolished prior to packaging.
• The designer and artisan captured the essence of HOME Awards, which is based on a foundation of relationships, trust and working together as a team. Symbolic to the builders/companies and their teams of people, it is very important to create amazing award winning homes.
• The inspiration of the infamous “high five” recognition between ‘people’ as a form of celebration and award-winning victory reminded us of how so often, people (sports teams, business team, sales teams, your friends, supporters, team members, etc.) show their enthusiasm, recognition and congratulatory spirit for their success. It’s a true testimony to the builder on their overall year’s success, by way of customer satisfaction, trade colleagues, suppliers, etc.
Our 2017 Home Awards take place March 30th in Calgary, Alberta. There’s still time to register.

HOME AWARDS 2017

Customer service satisfaction survey

The Misconception of Customer Experience

Customer service satisfaction survey

We can all agree that ‘Service’ is an action of helping or doing work for someone.  Service involves such tasks as answering questions, providing  methods and modes of training, complaint handling,  as well as demonstrating how customers can protect and maintain their investment and many more.  Often-times, companies think their customer service representatives/department should also be designing and delivering ‘customer experience’ initiatives, which is drastically broader and involves more than just service.

Here are the major differences between customer service and customer experience:

  • Customer Experience involves planned, intentional service acts that the customer has not thought of or expecting. A good example of this is providing a new innovative tool, like an app, to keep them updated of how to maintain their investment.
  • Customer Experience involves the entire company. Everyone must come together and commit to reasonable and achievable actions that are consistently deliverable and measurable.
  • Customer Experience involves breaking through barriers and setting a new standard. Many builders state that having a home 100% complete by orientation is not possible, but, consider the possibilities and impact on your company if you were able to achieve this. For years, experts said that the human body was simply not capable of a 4-minute mile.  It wasn’t just dangerous; it was impossible. In May 6, 1954, Roger Bannister broke the 4-minute barrier, running the distance in 3:59.4.  As part of his training, he relentlessly visualized the achievement in order to create a sense of certainty in his mind and body. Setting a  new standard is what sets you apart.

To paraphrase Paul Simon, “Sometimes, the issue is simply that their ceiling is your floor. “
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Organizational Misalignment Impacts Customer Experience

Customer-Certified™” companies all have one thing in common, an obsession with delivering exceptional customer experiences. Yet, some continue to be out of sync, lack the focus or drive to get everyone onboard.

So, what can you do?

Create a compelling case for a Customer Experience Program. One of the most often asked questions is how can I get executives to buy-in to the idea. This includes reviewing any customer comments in emails, phone calls, in-person feedback. Speak with the front-line and ask how many problems they are hearing from customers. Compare the cost to service post-possession versus doing it right the first time. Finally, always look at the source and come up with solutions to present. Most executives will agree that they hear about problems, but, don’t always understand the cause.

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Your front-line can offer key insights into what a customer wants.

Create a customer experience team that includes representatives from different functions. Alignment is about the collective action of the entire group and helps remove silos or functional boundaries.

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Map your customer journey from the outside-in. Start making bullet points from the time customers search online to the sales centre visit, selections, construction through past orientation and living in their new home. Document each milestone, task, how it is accomplished and who is responsible for that task. Bottlenecks will quickly appear in the process.

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The result? A clear focus for the entire team that centres on the best possible customer experience.