• QACE Forum: Engineering the Customer Experience

  • calThursday, April 20, 2017
  • clocck 08:00 AM - 10:00 AM
  • location BILD Awards Hall, 20 UpJohn Road, North York, ON M3B 2V9



TOPIC: ENGINEERING THE CUSTOMER EXPERIENCE: What it means to sell the luxury lifestyle.


PROGRAM: 8:30 - 10:00 AM

SPEAKER: Robyn Knezic, DelManor/Tridel


The customer experience is becoming ever more important to homebuyers when deciding if they will purchase from and refer a builder. While striving for the best customer care, we often think of pre-delivery inspections, closings and deficiencies, but what does it really mean to take a step back and engineer your customer experience from sales to after sales?

What steps can you take to do so? What does it mean to work with and engage your internal customers , your employees, in order  to find innovative ways to improve the customer experience? What can we learn from the luxury retail brand sales process that could apply to the homebuying experience?

Join us on April 20, as Robyn Knezic, a customer experience expert for the Ritz-Carlton’s Gold Standard Program, walks us through the steps necessary to engineer a great customer experience, and what it means to do so when you are selling a luxury brand and lifestyle.