New Rules for Creating an Exceptional Customer Experience
Best of IBS Series 2020
The consumer experience has changed. Customers expect things they never did before. And the only way to survive is to remodel your company’s processes around them. This webinar will explore the biggest home buyer pain points and how your team can provide “WOW” moments to ensure high levels of customer satisfaction and the end-to-end experience buyers want.
Participants will be able to:
- Better understand the radical shift in consumer expectations and what you need to do to respond.
- Recognize the vital importance of re-imagining the home buying experience from start to finish.
- Identify the greatest challenges in client/builder relationships and discover the tools and processes you’ll need to implement improvements.
Speaker: Mark Hodges, owner Blueprint Strategic Consulting, firstname.lastname@example.org
NAHB Continuing Education: 1.0 hours of continuing education credits for the following 12 designations: CAPS, CGA, CGB, CGP, CGR, CMP, CSP, GMB, GMR, Master CGP, Master CSP, MIRM.
Cancellation and Refund Policy: Registration is open until 3 p.m. ET (12 p.m. PT) on Tuesday, July 28. To receive a refund, cancellations must also be submitted by 3 p.m. ET (12 p.m. PT) on Tuesday, July 28. After that date, no refunds will be issued. Cancellation requests must be submitted to Deborah Krat at EdWebinars@nahb.org.
Owner Blueprint Strategic Consulting
Mark Hodges is a former Sr. VP of Corporate Operations for Hovnanian Enterprises, one of the nation’s largest publicly traded homebuilding companies. He joined the company as Vice President for Quality and launched a TQM-based quality management system. In that role, he trained more than 2000 employees in the principles and practices of process improvement, and oversaw the formation of hundreds of Process Improvement Teams across the country. Documented savings from the work of these teams totaled in the millions of dollars, and improvements to operational processes contributed to a rise in customer satisfaction ratings from 78% to 95% “willingness to recommend”.
During his tenure, Mark facilitated the company’s long term strategic planning process, authored three 5-year strategic plans and oversaw their implementations. He also led the creation of the company’s succession planning process, career path development programs and its performance management system. He conducted corporate communications in many areas, writing the company’s Annual Report for several years and creating organizational communications and presentations for the Company’s President and CEO.
Mark’s operational experience includes responsibility for land development processes, architectural design, purchasing and community set-up, home production processes including production scheduling, marketing and sales management, quality assurance and homeowner service.
Mark also created an implemented the “Transition Planning Process” designed to strategically integrate the culture, processes and systems of the 10 companies acquired by Hovnanian Enterprises during his tenure as Sr. VP of Corporate Operations