Bob Mirman will speak at the 2016 Pacific Coast Builder’s Conference! Register here: http://www.pcbc.com/attend/education/main-conference/business
The Business of Delight: Turning Home Buyers Into Referral Generators
For over 30 years, Bob Mirman has helped consumer-driven firms deliver “wow!” experiences to their customers—turning those delighted customers into referral generators. In his typically fast-paced and humorous style, Bob will share his Top Five Tips to create incremental sales from referrals, drawing upon his work not only with some of the highest rated builders in the nation, but also major consumer brands like BMW, Toyota, P&G and Kellogg. You’ll learn the specific activities that are powerful drivers of homeowner referrals, the key things that buyers focus on during the customer service experience, and the number one thing that sales associates should be doing to turn buyers into referral generators.
Bob Mirman, Founder & CEO, Eliant, Inc.
Bob Mirman is Founder and CEO and founder of Eliant, Inc. The mission of this 30-year old Monarch Beach, CA-based firm is to assist consumer-driven firms in systematically delivering a WOW! purchase and ownership experience to every customer, thereby turning delighted customers into referral generators.
Over the last few years, Eliant has provided international customer experience monitoring and consulting for over 650 homebuilders across the U.S., Canada, and the Middle East including Ryland, Emaar (Dubai), Kinan (Saudi Arabia), Brookfield, D.R. Horton, Richmond American, Shea, Woodside Homes, Standard Pacific, and most of the BUILDER 50 firms.
Eliant has also provided customer experience management services for BMW, Toyota, Fidelity National Title Group, General Foods, P&G, imortgage, Kellogg, IBM, RET Staffing and many other consumer-oriented organizations.
Trained as a Clinical Psychologist, Bob left clinical practice to join General Mills as Director, Performance Systems Division. Bob’s group directed customer perception research and sales motivation programs for the North American Sales Division. After seven years, he left General Mills to start National Survey Systems, now known as Eliant.
Bob was selected as primary author of the three complete issues of BIG BUILDER magazine on the subject of “Homebuyer Satisfaction.” These three issues have achieved legendary status as the industry’s primary desk-top resource for delivering an extraordinary new-home purchase and ownership experience.
In 2011, Bob introduced the “Eliant Certified Customer Champion” program, in which vendor and builder representatives are trained to follow a highly successful model for the delivery of an incredible experience to every home buyer. Home builders choosing to work with “Eliant Certified” vendors can be assured that their buyers will be more willing to refer a friend.
Bob is well recognized as one of the building industry’s highest rated speakers and is a familiar face on the stages of the International Builder Show, Pacific Coast Builders’ Conference, Housing Summit, and the boardrooms of many of the nation’s most successful consumer-driven companies.