Gina Nixon, Head of Customer + Brand Experience at Thomas James Homes, was the featured guest on the 160th episode of The Home Builder Digital Marketing Podcast hosted by Greg Bray of Blue Tangerine and Kevin Weitzel of OutHouse. In the episode, Gina discusses how putting customers first improves every aspect of the TJH homebuilding process.
A top priority of TJH is to understand each of its customers by taking the time to listen and gain insights into what is important to them. By truly understanding a customer’s unique wants and needs, the TJH team can recommend the right elevation and design collection among its expertly-crafted library of homes.
We have the attitude, whether you’re the CEO or you’ve got your hands dirty building homes every day, every one of us owns that customer experience.
—Gina Nixon, Head of Customer + Brand Experience, Thomas James Homes
By fostering long-term relationships with homeowners, TJH is able to gain insights that improve all aspects of its business. Gina says the key is to be brave enough to ask existing homeowners about their experiences and listen openly to their honest answers.
Invite them to spend some time in a space that’s comfortable and ask them questions. They will share. They will talk. You’re going to hear some things you probably don’t like, but maybe you need to hear so you could make some adjustments. At the same time, you’re going to be overwhelmed by how happy most people really are.
—Gina Nixon, Head of Customer + Brand Experience, Thomas James Homes
The Home Builder Digital Marketing Podcast is the winner of The Nationals Silver Award 2022 for Best Professional Development Series.
