The Not So Obvious Path to Creating an Exceptional Customer Experience
October 12, 2017 | 1400 - 1530
Track: Customer Service
Session Code: GS15
Session Type: General Session
CE Credit: 0
Do you have a goal of becoming one of the industry's leaders in customer satisfaction? Today, the industry is faced with various external challenges that are making this goal difficult to achieve. But what if a set of internal decisions and initiatives could not only help you achieve this goal, but expedite the path there? Changing the way you are perceived and becoming a well known leader in customer service is obtainable. All it requires is a focus on four "not so obvious" areas and a commitment to seeing them through.
As a Senior Consultant with Continuum Advisory Group, Brandon has over eleven years of operational and strategic consulting experience with public and private homebuilders, building product manufacturers, residential trade contractors, utilities and utility contractors. He is particularly effective at delivering process improvement, cost management and strategic planning services to his clients in the residential construction industry. Brandon combines his unique background in finance and construction to deliver analytical solutions relevant to the challenges of the industry.
Brandon joined FMI Corporation in 2006, where he was instrumental in the launch of their residential practice. He played a vital role in the creation of their material takeoff systems, which were used by the nation’s top 10 production homebuilders to execute their direct purchasing. Today, he uses his deep knowledge in homebuilding operations, coupled with a clear understanding of the market, to deliver long-term solutions to homebuilders in growth mode.
Brandon has extensive experience in residential material estimating, value engineering, unit cost analysis and plans analysis. He has analyzed homebuilding plans from all markets across the nation, making him effective at quickly identifying ways to reduce complexity and ultimately lower costs. Brandon also created Continuum Advisory Group’s “Building Material Index,” which is used to track material cost fluctuations and provide industry forecasting data.
Prior to becoming a consultant in the residential homebuilding industry, Brandon worked in the utility division of a large general contractor. In this role, he focused on developing his general knowledge of construction, as well as his ability to communicate effectively with various construction groups at the field level.
Brandon holds a Bachelor of Science in business administration with a concentration in finance from the University of North Carolina at Wilmington and a Master of Business Administration from the University of North Carolina at Chapel Hill.
Brandon can be reached at 919.744.8029 or BHart@ContinuumAG.com