I’m a technologist. I’ve never feared technology. I’ve always loved leveraging it to make work more efficient, and to minimize friction from the customer experience.
My message for my home building friends in 2021 is not to fear progress but to harness it instead:
- In 2005, only progressive builders had adopted a sophisticated website as a storefront – and traditional consultants told them it wasn’t relevant to home building. By 2015, none could imagine doing business without a dynamic, engaging website!
- In 2010, only progressive builders had considered engaging their buyers via social media channels – and traditional consultants told them it wasn’t relevant to home building. By 2020, none could imagine not having at least a meaningful presence.
- In 2015, only progressive builders allowed buyers to engage them via text – and traditional consultants told them it wasn’t relevant to home building. By 2025, none will be able to imagine a great customer experience without it!
- In 2020, only progressive builders allowed buyers to engage in automated, chatbot-powered live chat 24x7x365 – and traditional consultants told them it wasn’t relevant to home building. In the next decade, online sales professionals will learn to absolutely depend on “chatbot virtual assistants” who’ll take care of a lot of manual, time-consuming tasks for them!
What are you being told not to do today because “home building is different”?
About the author…
Bassam Salem founded AtlasRTX with a simple intention: to build a role model technology company that showcases best practices in customer experience (#ClientsFirst), employee experience (#CofounderCulture & #BluntButKind), and business development (#MoreWithLess & #IntellectuallHonesty). The founding vision is equally simple: that artificial intelligence (AI) and humans are better together and that, together, they can enable the future of customer experience – real-time experience (RTX). RTX is what we all, as consumer, expect from our brand experiences: immediacy of response, convenience of messaging channels, and flexibility of foreign language.
Bassam holds B.S., M.S., and M.Phil. degrees in Computer Science as well as an M.B.A. in Management of Technology from the University of Utah.