Increasing Our Profit by Developing a Customer Driven Company

Changing a company's nature or culture isn't easy. But customer intimacy can create a more sustainable and profitable model for our company. The customer intimacy experience will result in loyalty, organic marketing, and increased ROI. Customer intimacy is more than just aiming for customer satisfaction. Satisfaction is a feeling; intimacy creates loyalty and loyalty is a behavior. We need to be practical and focused on those customers who we believe will provide a return on an intimate relationship. Tony Hsieh, CEO of Zappos says it best, we need to deliver “WOW.” That creates customer intimacy. In home performance we often only serve a customer once. This is not acceptable nor is it our full potential.

Presented by John Tooley, Owner of John Tooley LLC

John Tooley is an award-winning Home Performance and Energy Efficiency Expert who has been involved in the building science world for 40 years. He has been honored with some of the most coveted awards in our industry receiving the EEBA Joule Award for Excellence in Advancing Energy Efficiency in 2006 and being inducted into the Building Performance Institute's Hall of Fame for lifetime commitment and dedication to the Home Performance Industry. He was the 2013 recipient of the Tony Woods Award for Excellence in Advancing the Home Performance Industry.

Earn Up To 1.5 BPI CEUs

Free to BPI GoldStar Contractors and BPI Test Centers; $50 fee for all others