Podcast: Creating Happier Home Buyer Experiences – Danette Beal

Danette Beal of Digs on The Home Builder Digital Marketing Podcast

This week on The Home Builder Digital Marketing Podcast, Danette Beal of Digs joins Greg and Kevin to discuss how home builders can improve the customer experience by communicating, saving, and sharing all the information about a home in a single place.

Home builders lag behind other industries when it comes to focusing on customer experience. Danette explains,

“Home building is really one of the last areas that is not prioritizing, or is just starting to prioritize, customer experience. And it’s really important that they start to or consumers are going to start to demand it. They’re going to start finding the information on their own. They’re poking around, they’re doing their own research, they’re asking uncomfortable questions. And if you can get ahead of that and provide them experience and provide them information ahead of time, it’s going to make them a lot happier and a lot more loyal, and it’s actually going to give you more money because they’re willing to pay more money for that type of experience.”

One of the major explanations for why home buyers often have an inferior customer experience is the lack of consistent interaction with home builders before, during, and after the buying journey. Danette says,

“There’s a lot of pain points..there’s a lot of processes that builders go through to create a home. But some of the big, kind of gotcha moments are consistent across everybody that we spoke to is that communication and collaboration during a home build process was really hard, and information gets lost.”

Creating a happier home buying experience isn’t as difficult or time-consuming as it might seem. Danette says,

“…creating good customer experience or better customer experiences and service for your home buyers and your clients doesn’t have to be hard. It can be very easy. Most companies out there are already doing the work and they’re already creating those processes, it’s just thinking about that customer experience through those processes and creating small moments, you know, those wow moments through those processes can go a long way. So, it’s not changing the wheel or building the airplane while you’re flying it, it’s really taking what you have today and finding small baby steps to create some of those service moments.”

Listen to this week’s episode to learn more about how better communication and collaboration can foster a better home buying experience.

About the Guest:

Danette Beal has spent the last 20 years helping some of the world’s most well-known brands deliver exceptional experiences with technology. Currently, she is Head of Go-to-Market for Digs. Digs collaboration software leverages human-centric design to make it simple for home builders to store every detail and decision during a home build and create a one-of-a-kind digital handoff for new homeowners.