Integrated Customer Journey Roadmap

Client Challenge

For decades, this builder has made families’ dreams come true by building high quality, luxury homes.  Along the way, they earned a reputation as one of the most trusted brands in America.  However, building a home is an incredibly complicated process with a myriad of decisions, dependencies, and systems that all interconnect.  The builder realized that they were struggling to guide customers through this process and that the customer experience wasn’t living up to their reputation for quality and luxury.

To develop a high-quality customer experience in keeping with their brand, the builder recognized they must first:

• Understand the entire customer experience: the customer understanding their own needs, finding the builder, identifying their desired property, arranging financing, customizing the home, construction, moving in, and warranty work.
• Integrate the customer buying journey within the organization so that customers have a unified experience across all phases of the process.
• Create efficiencies for both the customer and the organization by allowing customers to be more self-sufficient through technology.