Managing the Customer Experience

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Every time a homebuyer interacts with your company, they form an impression.  They visit your website to look for a home.  If they can easily find what they are looking for, and if the pictures they see are inspiring and professional, they will have a good experience.  If, when they call you, they are greeted in a professional way and given the attention they crave, their experience keeps getting better.  And each interaction either adds to or takes away from their total perception of you and your company.  That’s what defines the Customer Experience.

Great customer experiences don’t just happen; they result from painstaking attention to the entire homebuying (and home selling) process. Gartner defines Customer Experience Management as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty, and advocacy.”

Customer experience management is about knowing your customers so completely that you can create and deliver personalized experiences that will keep them delighted and encourage them to refer you to others – and that’s the most valuable form of advertising there is.

This approach to customer relationships goes beyond marketing tools. It strives to meet or exceed customer expectations and puts customers at the center of business. Whether answering queries, interacting on social media or assisting during purchases, CXM helps turn every engagement — be it passive or active — into a positive one.

So many things can affect the customer experience, how do you know where to start? Here are three steps to successful customer experience management:

1. Create and maintain complete customer profiles.

2. Personalize all customer interactions.

3. Get the right information to the right place at the right time – every time.

MhCRM is designed to help retailers and communities deliver an exceptional customer experience by keeping all customer information in one place.  Email and SMS integration allows for timely, relevant, and automated communications, and the task feature ensures you never miss a meeting or call… or an opportunity to deliver exceptional service.  Call or click for a demo today to see how MhCRM can help you manage your CX. Visit for more sales strategies to enhance your customer’s experience.

Picture of Scott Stroud

Scott Stroud

Scott Stroud is CRM Program Director for MhCRM, the only automated CRM for the MH industry. Scott is the co-author of Managing Your Business With 7 Key Numbers, available at, and The Complete Guide to Marketing and Selling New Homes. Scott is a regular speaker at MH national and state events and a key contributor to He can be reached at or at (606) 416-2078.
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