The Human Side of Construction: Why CX Matters
INDUSTRY PERSPECTIVES | CLIENT STRATEGY & PROJECT LEADERSHIP The Human Side of Construction: Why Customer Experience Matters A practical perspective on building trust through better project management When someone builds a home, an office, or a commercial space, they are not simply buying concrete, steel, tiles, furniture, or design services. They are trusting someone with a significant amount of money, time, and often a very important part of their life. That is why customer experience matters so much in construction and interior design. A client may not remember the exact grade of concrete used in the foundation or the technical specifications of the materials behind a wall. They will remember whether their calls were answered when something went wrong, whether changes to the budget were explained clearly, whether the site was being managed properly, and whether they felt they were being looked after throughout the project. Good construction delivers a building. Good customer exp...