Customer expectations are higher than ever, meaning that contractors are having to think outside of the box if they want to stand out in such a competitive market.

Although a good customer experience has always been important, it now needs to be a top priority. There is evidence to prove that businesses that focus on customer experience see an 80% increase in revenue compared to those that do not – a make-or-break for businesses.

Key Customer Experience Trends To Be Aware Of

In order to continue providing a leading customer experience, construction contractors need to keep on top of the current trends and utilize construction software to keep on top of existing projects and make informed business decisions. 

Let’s discuss seven of the latest trends that all contractors should bear in mind:

1. AI updates

Artificial intelligence (AI) is creeping into many areas of business across all industries, and the construction industry is no exception. Now that technology has advanced, customers typically receive a much larger level of information than they would have in the past. When it comes to the customer experience, people expect updates at every step of the way and wish to be involved throughout the project process.

AI updates can be set up that send customers notifications or emails whenever a scheduled appointment is approaching, a deadline has been pushed back due to external events, or if information is required from them. This saves the contractors hours of admin time and ensures that customers are kept informed at all times.

2. Service personalization

Receiving a service that feels specific to individual requirements is a great way to make customers feel valued and listened to throughout a construction project.

From the moment a customer enquires on the website to the follow-up emails that they receive, all communications are now expected to have a personal touch.

By setting up personalized SMS or email templates and utilizing AI technology to tailor all messaging to the recipient, there is likely to be a higher level of satisfaction and an increased chance of customer loyalty.

3. Online communication

The days of phone calls and in-person check-ins are becoming a thing of the past as modern-day consumers prefer to handle all communications virtually. With live chats, email, and messaging appealing more to customers who prefer the flexibility and convenience, construction businesses are having to adapt their approach.

By offering plenty of communication options, as well as there being an increased likelihood of prospective customers getting in touch, contractors will be able to respond to messages at times that suit them instead of having to disrupt their days with endless phone calls.

4. Environmentally friendly decisions

As consumers become more aware of their environmental impact, people are actively making more conscious decisions in order to minimize their footprint.

When it comes to construction projects, contractors who are doing their bit for the environment are catching the attention of eco-conscious customers. Whether this be switching to paperless communications, using sustainable materials, or implementing energy-efficient systems, these changes can go a long way and should be talked about.

5. Data-driven insights

There are various tools available that help construction businesses offer a more competitive service by fine-tuning their offerings. Being able to make near-instant decisions based on the analysis of past project data alongside current market trends means contractors are able to offer competitive services and wow their customers.

The number of construction businesses utilizing data-driven insights is continuously rising and for those who are not doing so, it could quickly make it tricky for them to remain competitive.

6. Chatbot support

As chatbots become more common across all industries, there has been a shift in customer expectations. The opportunity to access personalized customer support 24/7 can mean contractors who are not utilizing the option may be losing potential customers to competition that offers chatbot support.

Whether the chatbot utilizes AI technology to provide custom responses based on pre-set information or is manned by customer service representatives, all construction businesses should consider implementing a solution.

7. Customer referral schemes

To put a modern spin on word-of-mouth advertising, many construction businesses are now using referral schemes.

Typically, these schemes would see the existing customer get a discount on their next service as an incentive for them to return. Meanwhile, the new customer they onboarded may also receive an initial discount as a thank you for choosing them.

Keep Customers By Keeping Up With Trends

The expectations of customers are continuing to evolve as people get used to the new standard of customer experience. 

We are surrounded by companies fighting for our attention, so standing out from the crowd is a necessity, and businesses are doing whatever it takes to onboard new construction customers.

By keeping on top of current customer experience trends and offering a service that goes above and beyond, a contractor can maintain their strong brand image and keep customers returning time after time.