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3 simple things customers want from a relationship with your brand.

By October 16, 2017BP News
Why does trust matter so much in a new home buying experience? Why does trust matter to every single brand in existence? One word -- relationships. I am reading the book, The Experience, by Bruce Loeffler and Brian T. Church. Both are veteran executives from Disney. They've put their 5 principles of Disney service and relationship excellence into a pragmatic book with relatable and elegantly simple ideas you can apply to any business where exceptional service counts. About half way through the first chapter, the authors describe what customers want from their relationship with a brand. A light bulb went off, for me, because it sounded a lot like what everyone wants from any relationship! It seemed particularly relevant to Builder Marketers because buying a new home involves such a large degree of trust by consumers. Here's what the authors have to say:  "Customers want to feel welcomed, valued and that they matter to you." It's simple and if you think about your own relationships, it's pretty true - isn't it?Pink Feminine Acoustic Album Cover (2) While it's an elegantly simple idea, expressing this to prospects and customers is intentional work.  How do you give employees operational definitions of what it means to deliver  "Welcomeness", a feeling of being Valued and demonstrating that customers really Matter to you? Do you have a language for this internally? Are you intentionally creating a culture around trust? I think these are questions worth asking ourselves. For the most part (with the exception of move-in ready inventory), a new home purchase involves a significantly high level of trust by the home buyer.  A prospect that chooses a new home over a resale home is purchasing a current vision of a future home yet to be constructed. And... it will likely be their singularly largest purchase ever. That act requires incredible trust. To earn that trust new home builders must be exceptional relationship builders. We work for many top Builder brands who take this very seriously. We are in the process of assessing and inventorying all of our business activities against these three customer wants to bring our whole team into the process of customer experience design. We want our clients to continue to feel that our brand is worthy of their trust. How does your company take action to build trusting relationships with prospects and customers? Check out the brief Forbes article on our FB page to read more about what trustworthy companies do. Thanks for visiting! Have a great week. Cheers! Leslie Bridges, Chief Blogger Marketing Blueprints is sponsored by Builder Promotions, Inc. the leading builder-centric e-Commerce platform and group buying service. Builder Promotions centralizes and consolidates purchases of marketing supplies used to support the entire new home buyer journey.      

Leslie is a partner in Builder Promotions Marketing firm, a company devoted to making life better at work for the Marketing professionals who work tirelessly to deliver New Home Communities that provide a place for families to live and thrive. She loves being a Mom and keeps a suitcase packed for the next travel adventure with her family.

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