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Shea Homes, the nation's largest privately-owned home builder has partnered with LRA Worldwide, a Philadelphia-based consulting company specializing in Customer Experience Management (CEM).
The goal of the engagement is to create and communicate a service culture to Shea employees that will provide a lifetime of exceptional and memorable experiences for those who purchase residences in any of Shea's Trilogy of private gated communities.
With seven active private gated communities (and two more under construction) in California, Washington and Arizona, the Trilogy communities offer amenities such as golf, spa, health club, dining and concierge service that involve a great deal of interaction between residents and Trilogy employees. By creating a robust service culture and layering innovative service standards around these community touch points, Shea/Trilogy is working with LRA to ensure that the "customer experience" in its communities matches that of the finest hospitality service organizations in the world.
Shea Homes has shifted their thinking around the Trilogy brand, considering themselves as much a hospitality company as a home builder, with LRA spearheading the program concerning these private gated communities.
As a leader in the field of CEM, LRA has assisted many of the worlds leading brands from hospitality to financial services in crafting customized customer experience strategies and the standards and practices to support them. Though this is LRA's first project dealing with private gated communities, it was a natural extension for an industry that is slowly changing from a strict focus on the product to the service surrounding that product.
Shea Homes is clearly one of the companies leading this shift within the industry. They are beginning to have everyday dealings with companies in all facets of the real estate industry builders, owners, managers and brokers. All of whom are realizing that highly-satisfied and engaged residents, home owners and tenants of these popular private gated communities will drive retention rates, profitability and the "buzz" that creates legendary brands.
