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Survey
Reveals Communication,
Education, Anticipation Keys to Expanding the Customer Lifetime
Value
More
than half (52.7%) of the residential homebuilders, developers
and general contractors surveyed indicated they currently
have a consistent after-sale marketing and homeowner education
program designed to encourage repeat and referral buyers.
However, the survey conducted by Compendia, a leader in
the development, production and distribution of document
and information management solutions for the homebuilding
industry, reveals that the execution of such programs is
uneven.
Less
than half (49.7 percent) of the respondents indicated they
have no set timetable for these marketing communications
and only 7.3 percent engage their own customers on a monthly
basis. This, despite a majority (54.6 percent) saying such
efforts increase sales or decrease costs.
"In
this challenging market, builders are looking for strategies
that will generate revenue," said Compendia CEO Steve
Fabry. "The inconsistency between concept and application
is the result of builders doing more with less and learning
as well. They are quickly realizing that focusing on their
own customer base is part of an integrated strategy."
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Unveiling
the Green Homeowner Guide
 One
of the more significant trends in recent years to affect
the building industry is the shift towards more environmentally-responsible
building practices. “Going green” initiatives
have moved from a niche market to the mainstream. To meet
that demand Compendia announces the availability
of its Green Homeowner Guide—the homeowner
maintenance documentation that meets the requirements of
the top green certification organizations in the country
(USGBC, GreenPoint, Build It Green, NAHB).
“The
momentum towards green building, fueled by consumer demand
and government requirements, is quickly changing the landscape
of building ,” said Compendia CEO Steve Fabry, “Compendia
has moved to fill the documentation gap with a solution
that allows builders to educate their customers
on green best practices, and promotes long-term customer
satisfaction through risk reduction.”
The
guides, which use Compendia’s proven industry-leading
maintenance content as its base, adds essential “green
living” components in each guide such as green cleaning
products and methods, energy efficiency, water conservation,
waste reduction, eco-friendly landscaping, green furnishings
selection, renewable energy systems, greywater irrigation
systems, manufactured product warranties and several other
green-specific topics.
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Falling
Through the Cracks: The Gaps in Community Document Collection
for Builders
 Many
builders and developers are confident that their record management
systems are solid. Yet, Compendia’s research reveals
more often than not, there
are significant gaps in the collection and distribution process;
and that these gaps leave builders open to greater liability.
On
average, depending on the size of the community, between 50-60%
of all the warranty and maintenance documents for HOA common
areas are not turned over by a builder.
However,
by adopting and/or outsourcing a collection and distribution
process that identifies the required documents and systematically
tracks and records their availability, relevance and accuracy,
builders and developers will provide the owner or association
with the proper information to maintain their investment and
avoid potential legal hazards down the line.
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Tip:
Vetted Maintenance Content: A Builder's Best Practice
 Builders
use specialists to put roofs on homes. They use best-of-breed
pavers to install hardscape; and their framers are experts
too. The reason is builders recognize these specialists
have unique domain expertise. This expertise is why builders
rely on a best of breed company to handle documentation...not
third party inspectors, building services, property managers
or insurance companies.
"Vetting
means you are getting correct, fully endorsed and recognized
best practices from the leading experts in each individual
field like electrical engineering, architecture, water and
waste management," said Steve Fabry, Compendia's CEO.
"Anyone who claims expertise in every aspect of home
management and maintenance is simply not honest and is likely
doing a disservice to homeowners."
Vetting
is a recognized best practice in any 21st century corporation
dealing with mission critical information that impacts performance
and liability. This is particularly true in the homebuilding
industry. Compendia uses nationally recognized sources to
forensically validate the content presented in each homeowner
guide.
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Compendia
wishes to be good corporate citizens and trustees of your
time. This newsletter is for informational purposes only.
If you wish to be removed from our distribution list, please
click here and put "Remove" in the
subject line. Your name will
be immediately removed and you will not receive any further
newsletters.
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SOURCE
SPOTLIGHT
GOING GREEN WITH NICHOLS PARTNERS
 Rising
41 storys above Denver's vibrant downtown,Spire
is transforming the city skyline. Complimenting
the stunning design, luxurious amenities and prime location,
Spire is a green
building--a
green building using the suite
of Compendia solutions
to ensure residents can successfully maintain their
units in an environmentally-friendly manner.
Once
completed, Spire, a 41-story mixed use LEED-registered (Leadership
in Energy and Environmental Design) project will provide
each resident an online maintenance management account through
Compendia's Home
Experience including the content from the recently
published, Green
Homeowner Maintenance Guide.
"The Nichols
Partnership
is looking forward to implementing
Compendia’s innovative electronically delivered home
owner manual. We hope this program is another way Spire
will exceed the expectations of our buyers. The electronic
delivery and green content is a superior product, an efficient
delivery method and enhances our customer experience. In
addition, it is consistent with the technology and sustainability
focus of our the Spire project. In pursuing LEED certification
for Spire, we fully intend to utilize Compendia’s
electronic manuals as a component of our green building
program." said Christopher Crosby, Executive Vice President
of The Nichols Partnership, Inc.
Even
Denver Mayor John Hickenlooper applauded the announcement,
“Spire is an important project...taking green building
to new heights."
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MORE
SURVEY RESULTS
Customer Service Activity Costs
Average
Calls per month |
Avg.
# Homes built 2007 |
Est.
Avg
Cost of Call
|
Annual
Customer Service Call Expenditure
|
| |
56 |
$229 |
$109,772 |
| |
345 |
$247 |
$518,153 |
| |
658 |
$271 |
$1,140,183 |
| |
686 |
$196 |
$1,414,286 |
|
Overall
Survey Average |
121 |
182 |
$225 |
$326,700 |
Compendia
can save you 25%
on your annual service call expenditure:
Call
to find out how
800-990-0885
Visit
us for a free demo of our exciting new solutions at
Booth
2517
June 25-27
Tell
us what you think:
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