EPISODE 289: There is one part of your construction business that could lead to profit bleed, but they never show up on an invoice. That is your customer experience!

Focusing on creating a great customer experience roadmap could differentiate you from your competitors. But where do you start?

In this week's episode, Leyah Valgardson, our Director of Customer Success, and I will discuss why customer experience matters whether you're a homebuilder or a commercial contractor.

Today, Leyah and I talk about the symptoms of customers having a bad experience, the three steps to creating a good customer experience and journey, and action items you can do today to improve your customer journey and make it a company culture.

Let's jump right in!

 

Key Takeaways:

Why customer experience matters (03:08)

Your customer is buying an experience (09:06)

Reasons to have a customer experience strategy (15:06)

Symptoms of a customer having a bad experience (18:53)

Customer experience vs. customer journey (25:06)

Have a clear customer journey roadmap (26:39)

Setting expectations clearly and consistently (38:26)

Seeking ways to wow your customers (48:06)

Positive ripple effects of providing great customer journey (1:00:57)

Action items you can do today (1:07:21)

 

Additional Resources:

- Apply to work with the Construction Leading Edge team HERE

- Learn how to get out of your business and make it run without you HERE

- Visit Construction Leading Edge for more HERE

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The Construction Leading Edge Podcast helps construction business owners maximize their revenue, eliminate chaos, systematize their work, and win back their time.

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