Improve Customer Experience for More Tech Sales

Customer experience expert Brandon Savage will teach TecHomeX California and TecHomeX East guests how improving tech CX will lead to happier clients and more sales.

Apple founder Steve Jobs once said, “You’ve got to start with the customer experience and work back toward the technology – not the other way around.” He believed the priority should be on satisfying the customers first by understanding their pain points and desires. For companies that could do that, the sales would follow.

It’s an approach that can benefit businesses of all types and sizes. And, at this year’s TecHomeX California and TecHomeX East, guests will learn how they can improve their customer experience processes during the Visioning the TecHome Customer Experience session.

SESSION DESCRIPTION

How to establish and maintain an excellent customer experience for home tech. It’s not just about products and systems that deliver as promised or evoke delight. It’s about sustaining that functionality for the long term, and it’s about making the discovery, design and selling process pleasant, efficient and delightful as well. That’s what will create raving home tech fans and multiply leads and sales for every player in the TecHome ecosystem. This session taps a true expert in tech customer experience excellence to share the vision for how the residential design/build and tech integration/contracting communities can collaborate to make it happen.

To teach guests about how they can improve their processes will be Brandon Savage, the director of customer care for LiveWatch and principal of The CX Pro, the consultancy company he founded in 2015 to help businesses develop ways to improve their customer experience efforts. He’ll describe to TecHomeX California and TecHomeX East guests how they can take such steps with their businesses.

Brandon Savage delivers a presentation on customer experience at the 2017 Security Sales & Integration Summit.
Brandon Savage delivers a presentation on customer experience at the 2017 Security Sales & Integration Summit.

“The real focus is making sure you’re establishing a Voice of Customer program and getting surveys back from them,” explains Savage. “Then, how do you analyze that data, both in the short-term and in the long-term, in order to understand what you’re doing well and what your customers appreciate about you as a business, and how do you make sure you are reinforcing that within the organization to continue doing those things?”

In homebuilding, tech historically has been an afterthought among the products and services that are communicated to customers. That can result in fewer tech sales and a suboptimal experience for buyers. By putting into place the practices which Savage will detail, guests can take action toward improving in those areas.

“I think a lot of them struggle how to deliver surveys in a way that is meaningful,” says Savage. “They’re probably not necessarily asking the same questions. They may be asking just the standard 0 through 10 scale questions and not getting any actionable intel out of that, versus having the open-ended question asking what the reason is for that score, then spending the time to look at those responses and look for trends, rather than treating them as one-off responses.”

The Visioning the TecHome Customer Experience session at TecHomeX California will be held on Tuesday, March 20, beginning at 8 a.m. To see the complete event schedule, click here. The session at TecHomeX East will be held on Wednesday, May 9, beginning at 8:00 a.m. To see the complete schedule for that event, click here.