Game Changers Spotlight: Managing the Customer Experience

Mark Hodges

Customer experience is a term we hear a lot these days. Thanks to Amazon, Zappos, Southwest, Apple and others, customers want instant service, flawless execution, quality products and personal attention—and expect it throughout the duration of their interaction.

Those looking for a new home are no exception.

Mark Hodges knows what it takes to successfully manage the customer experience. He spent years as a former Top 10 builder senior executive and today, he is a consultant to builders of all sizes—providing strategic planning, organizational development and quality management consulting services to the home building industry with the goal of helping companies achieve their goals for growth and success.

Mark will present a compelling Game Changers session that is sure to transform the way you do business. This is a session built for builders—led by a builder who knows the industry inside and out. Here’s what you can expect from his session.

From First Visit to Last Service Call: Builder Best Practices for Managing the Customer Experience
Featuring Mark Hodges—Blueprint Strategic Consulting

As an industry, we know how to deliver a high-quality product, and we’ve gotten pretty good at the marketing and sales experience. Where we tend to struggle most, however, is during the actual build.

In this powerful session, leading industry consultant, writer and former Top 10 Builder senior executive Mark Hodges will address the biggest pain points of the build process—setting expectations, meetings and ongoing communications, owning problems, post move-in experiences—and share strategies the country’s most customer-obsessed builders use to create the wow moments and end-to-end experience buyers want.

This session will help you recognize the vital importance of recreating the home buying and building experience from end-to-end, and leave you with dozens of actionable recommendations that will help you eliminate pain points and create “raving fans” among your customers.

From First Visit to Last Service Call” will take place on Wednesday, February 20 from 3:30 – 4:30 PM at the Las Vegas Convention Center. Game Changers sessions are open to all attendees with Full Registration or 1-Day Education valid for the day of the session. Learn more.

About Mark
Mark Hodges is the owner of Blueprint Strategic Consulting. He consults primarily with homebuilders across the United States—focusing on operational execution and process improvement, customer relationship management, strategic planning and organizational development. Formerly the Senior Vice President of Corporate Operations at Hovnanian Enterprises, Mark facilitated the company’s long-term strategic planning process, led the establishment of a company-wide TQM-based continuous improvement program, and helped to establish the company’s career path development and succession planning processes. He oversaw the company’s training department and internal architecture team, and led numerous initiatives including even flow production, quality assurance programs and the implementation of an enterprise software system.

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