Unlike buying a toaster, a home is the biggest emotional and financial investment most people ever make. OK, I did have some palpitations before I committed to that ridiculously overpriced Dualit but it was nothing compared to my first step on the housing ladder.
The experience of buying a new-build can feel cold, impersonal, and frustrating. Delays, lack of communication, and cookie-cutter service models don’t just cause annoyance – they erode confidence in the entire industry.
Here’s the sharp truth:
• Customer expectations have shifted. Buyers today expect personalised, seamless experiences. They demand transparency, digital convenience, and proactive communication. Did you get this when you bought your last home? Me neither.
• It’s no longer just about bricks and mortar. It’s about how people feel throughout the journey. I wanted to feel stress-free, well-informed, and supported. How I actually felt: either left in the dark or chasing updates. FRUSTRATING.
Why does this matter (apart from my own personal gripe)?:
• The reputational cost is rising. Negative reviews, social media complaints, and word-of-mouth damage perception fast. In a high-stakes market, trust is everything.
• Regulation and competition is tightening. New players, from tech-enabled developers to design-led niche builders, are raising the bar. Legacy players can’t afford to coast on old ways of working.
• Customer experience is the new differentiator. Price and location matter, but the real value lies in how a brand makes people feel. And that’s where loyalty, referrals, and long-term value live.
We worked with one visionary house building organisation that shifted the company mindset – from project completion to experience creation. That meant building a brand around customer confidence, not just construction timelines.
We’re far too discreet to name the client but you can read the full story here.
