Industrial News

“The Ryland Group is very excited to be part of Eliant’s unique ‘Customer Experience Management’ program,” said Eric Elder, Senior Vice President, Marketing and Communications, of the Ryland Group. “Although we have established a national reputation as a customer-focused builder, Eliant’s system will help us become more consistent in the delivery of an extraordinary purchase experience to more of our customers.”

Based on homebuyer and homeowner surveys collected over the last 22 years, Eliant has determined that the ‘quality’ of a home is no longer the singular driving force behind homebuyer satisfaction and future referrals. “The key to future referrals from delighted homeowners,” said Bob Mirman, Eliant founder and CEO, “is not simply the quality of the home but the nature of the customer’s experience.” Eliant’s New-Home Customer Experience Management System™ provides residential builders with a system to create, manage, and control their customer’s entire experience.

“Ryland Homes is a very successful company due in part to their proven willingness to adapt to the changing attitudes and expectations of today’s homeowners,” continued Mirman. “We are honored to be able to assist them in creating this management system to ensure extraordinary experiences at every touch point with their buyers.”

Elements of The New-Home Customer Experience Management System are being used by Eliant’s top ranked builders to create loyal home buyers by systematically managing each home buyer’s experience.

“It’s not just about customer satisfaction or a quality home anymore,” states Alex Roqueta, President of Eliant. “The top builders are already building a quality product. However, a quality experience resides in the eyes of the buyer and can be totally managed by the builder to create a positive, memorable experience – or an ordinary, uninspiring one.”

Founded in 1967, The Ryland Group, Inc has constructed more than 230,000 homes in 339 communities spanning 27 markets across the country. As one of “America’s Best Managed Companies,” according to Forbes’ annual Platinum 400 list, Ryland has obtained top five rankings in eight distinctive housing markets of Chicago, Orlando, Minneapolis, Tampa, Charlotte, Indianapolis, San Antonio, and Baltimore.

While conducting over 400,000 homebuyer surveys annually, Eliant utilizes its cutting-edge tracking and information management systems to provide builders with timely, actionable and strategic Satisfaction Solutions™. Eliant’s 250 builder clients include some of the most sophisticated firms in the country, including Lennar Family of Builders, DR Horton, Standard Pacific Homes, Pardee Homes, Shea Homes, John Laing Homes, and William Lyon Homes. For more information, visit www.eliant.com.