To quantify the financial return on customer care, Woodland, O'Brien & Scott combed through our database of over 350 home builders to find a study group of 20 builders who had shown significantly improved customer satisfaction ratings over a four-year period. The selection criterion was a substantial and consistent improvement in the key categories of “Customer Willingness to Refer” and “Customer Enthusiasm.” To read more, go to http://ow.ly/2oRhG.
Woodland, O’Brien & Scott is a Builder Partnerships Associate.
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