By: Guillermo Salazar • 08 February 2024

Effortless Post Possession: The Blueprint for Lasting Advocacy

For home builders, creating a seamless experience for your clients can significantly enhance their likelihood of remaining loyal and making future purchases. This notion is grounded in four key principles that foster an effortless experience, ensuring customer satisfaction without unnecessary complexity.After post-close , imagine a homeowner, Cheryl, being pleasantly surprised by a thoughtful gesture from her builder—a lovely gift basket, flowers & vase. However, her initial delight turns to frustration when she struggles to obtain a solution to her plumbing issue, requiring numerous phone calls and emails. This scenario prompts a reflection on what truly influences customer loyalty: is it the small delights or the ease of resolving issues?Delighting customers with above-and-beyond gestures has traditionally been seen as a strategy to secure loyalty. Yet, in an age where consumers have more choices and control, the effectiveness of such efforts is being reevaluated. According to insights from Nick Toman, Group Vice President at Gartner, and his co-authors in "The Effortless Experience," the pursuit of delighting customers often yields minimal impact on their loyalty or likelihood to repurchase.The research pivots towards the importance of reducing customer effort as the cornerstone of fostering loyalty. Gartner's study, encompassing feedback from 97,000 customers across various customer service organizations, reveals surprising findings. Primarily, the effort to exceed customer expectations does not necessarily result in increased loyalty; satisfaction levels plateau once basic expectations are met. Moreover, customer satisfaction scores do not reliably predict loyalty, as customers can be satisfied yet still choose to patronize competitors.A critical insight from the study is that customer service interactions are more likely to engender disloyalty than loyalty. The key to mitigating this disloyalty lies in minimizing the effort required from customers to resolve service issues. For instance, had Cheryl's request for plumbing attention been addressed promptly and efficiently, it would have left a more lasting positive impression than the initial welcome gesture.Home builders can apply these principles by focusing on four strategies to provide low-effort service experiences:
  1. Enhance the effectiveness of self-service options to reduce the need for direct contact.
  2. Anticipate and address potential follow-up issues, minimizing the need for additional customer contacts.
  3. Train customer service representatives to manage interactions in a way that reduces perceived effort, even in complex situations.
  4. Prioritize quality and personalized service over mere efficiency, empowering representatives to tailor their approach to each customer's needs.
While grand gestures may capture a customer's attention momentarily, lasting loyalty is built on the foundation of effortless interactions. For home builders, this means prioritizing straightforward, efficient solutions that respect the customer's time and preferences, leading to stronger, more enduring relationships.
#customerexperience #homebuilder #PostClose #postpossession #effortlessexperience #customereffort #awareness

Our mission is to simplify the homeowners & home builders customer experience. Let Iris do the work.

Up next

Online reviews are impactful because they reach people with purchasing intent – a total of 93% of new customers consult reviews before purchasing a product or service. With virtual CX, your team can start receiving and leveraging better quality reviews.