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Jimmy Diffee
Jimmy Diffee, principal of Bokka Group, monitors a wide range of home building trends. He sees and judges technologies and digital content for new home builders at events and competitions such as PCBC Speaker Sessions, the National Sales & Marketing Awards, and the International Builders Show Best of IBS Awards. Jimmy is author of the annual Home Buyer Conversion Report, the industry’s leading research showcasing technology’s influence on new home sales. Write him at [email protected].
Image: Ivelin Radkov / stock.adobe.com
Leveraging customer experience in an employee recognition program can lead to more positive feedback and better business results. | Image: AJay/ stock.adobe.com
Surveying lost buyers helps builders better understand why they lost the sale and lets them target those prospects most likely to make a purchase in the future. | Image: ARMMY PICCA / stock.adobe.com
The most critical metric for home builders should be Net Promoter Score. | Image: Olivier Le Moal/ stock.adobe.com
Instead of fooling yourself that hiccups won't happen, accept the ups and downs as part of the homebuying journey and do your best to smooth the ride for homebuyers. | Image: Destina / stock.adobe.com
The warranty experience is what buyers remember, and therefore are more likely to write or post a negative review about, influencing their opinion of the entire homebuying journey. | Photo: Prostock-studio / stock.adobe.com
While buying a pair or shoes is not the same as buying a home, there are valuable lessons to be learned from the customer experience offered by Zappos, one of the world’s hottest shoe companies. | Photo: Pixabay /TerriC
As a builder, your reputation is often your only real competitive advantage, and customers are increasingly reading reviews online before setting foot in a model home or sales center. | Photo: Vegefox.com / stock.adobe.com
