How to provide the best customer journey

Customers automatically expect outstanding customer service.

Within the construction industry, if your organisation doesn’t offer a predictable and consistent customer journey, it’s likely to come across as just average.

Here are our top tips on what a customer journey should look like within construction.

• Cement your company milestones. Choose the perfect time within your customer journey to contact your purchasers and reach out to them. This is going to make them feel like they’re well looked after, and not forgotten about.

• Raise deadlines against your milestones and make sure you have a perfectly mapped-out journey for your customer success team to follow.

• Document your customer engagement. Everything communication from your customers, from photos to emails, telephone calls to screen shots, should be saved. Why? Because your knowledge of historic events is going to show the customer that you’re always listening, and always on the ball.

• Nominate a participant. Let the customer know who they can turn to at every point in their journey. This personable approach will delight the customer.

• Make notes of potential delays. Show the customer that you and your team know your stuff. This is going to reassure them that you’ve heavily invested time into their case when in reality, it’s just about straightforward communication.

• Make your team experts and not know-it-alls. You’re the best advocates for your product and business so by taking a consultative approach with your customers they’re going to feel educated rather than just informed.

Adopt these guidelines in the construction industry and all of a sudden, you’ll find you’ve moved on from being just an average housebuilder to one that’s exceptional, reactive, proactive and among the best.

All with just a little sprinkle of customer service.

James Farrell, CEO, clixifix®

clixifix® is one of the UK’s fastest growing ConTech and PropTech firms in the UK. The Software as a Service business provides housing developers and their customers with a straightforward, cloud-based platform which tracks the progress of repairs and helps speed up the reporting process, ultimately leading to significantly lower costs and increased customer satisfaction.