Why Contractors Need to Deliver on the Customer Experience – Not Just a Quality Product

The customer experience is the new product. Today’s homeowners are evaluating contractors on the quality of experience not just the quality of the product.

Why construction contractors are falling short on delivering a positive customer experience?
As contractors, we’re not just building and delivering a project, we must build a relationship with the customer. When discord strikes during a construction project it’s usually not the final product that a homeowner is unhappy with, it’s the process.

What is customer experience?
Customer experience is defined by interactions between a client and a construction contractor throughout their project relationship. Interaction can include cultivation, advocacy, communication and service.

The customer experience is an integral part of a construction project because a customer who has a positive experience with a contractor is more likely to become a repeat and loyal customer. A positive customer experience can impact the willingness of a customer to be a loyal advocate by way of referrals.

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