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CC Experiment Programming
CC Experiment concepts
Data Driven Experiments
Quantitative
These are experiments that can can be converted into quantitative data and tracked over time using systems like NPS, CSAT, CES Etc. Quantitative experiments can be conducted in higher volume in shorter timeframes
Post Inspection Survey
Customer Type: Blank
Blank
This experiment involves collecting immediate feedback from borrowers after virtual inspections. Upon completion of an inspection, borrowers will receive a quick survey via text message, allowing them to rate various aspects of their experience, including ease of use and inspector professionalism.
This survey is designed to take 1-3 min max. The collected feedback will be analyzed to identify areas for improvement within the inspection process.
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Post Report Survey
Customer Type: Lender
Lender
This experiment involves collecting immediate feedback from lenders regarding their satisfaction with each inspection report. Upon report delivery, lenders will receive an email containing a link to a concise survey. This survey is designed to take 1-3 min max.
The survey will prompt them to evaluate various aspects, such as clarity, photo quality, timeliness, and provide any additional feedback. This real-time feedback mechanism enables prompt identification and resolution of any issues.
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Interactive Report Cards
Customer Type: Blank
Blank
Lenders receive a 15-minute "Interactive Report Card" monthly. This engaging survey assesses service quality, report accuracy, timeliness, communication, and overall satisfaction. Every four completed surveys earns a free inspection.
By incentivizing participation and making the survey enjoyable, the experiment aims to gather more comprehensive and actionable insights. This, in turn, will enable 24H to better understand lender needs, identify areas for improvement, and ultimately enhance the overall customer experience.
Furthermore, the gamified approach and tangible rewards foster a sense of appreciation and strengthen the relationship between the company and its lenders, leading to increased engagement and loyalty.
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Qualitative
Qualitative experiments provide in-depth insights into customer experiences, perceptions, and motivations. They help us understand the "why" behind customer behavior to customer care initiatives.
Inspection interview Rewards
Customer Type: Blank
Blank
Following a completed virtual inspection, borrowers will be invited to participate in a 15-minute interview to share their feedback. During this interview, they'll be asked about their overall experience, the ease of the process, and any challenges they encountered.
As a thank you for their time and insights, each participant will receive a guaranteed $20 Amazon or Home Depot/Lowe's gift card. This immediate reward acknowledges the borrowers' contributions and reinforces the value placed on their feedback.
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Case Study for Hesitant Customers
Customer Type: LenderBlank
Lender
Blank
This proactive case study aims to build trust and increase conversion rates by showcasing the quality and reliability of virtual inspections compared to traditional onsite inspections. The experiment involves hiring 1-3 different onsite inspectors to assess the same property, followed by a virtual inspection of the same property. A comprehensive comparison video will then be created, highlighting the findings of each inspection and demonstrating the accuracy and thoroughness of the virtual inspection process.
This video case study will be readily available to share with potential customers who express hesitation or skepticism about the effectiveness of virtual inspections. By presenting them with tangible evidence in the form of a video, the goal is to alleviate their concerns and build confidence in the company's virtual inspection services.
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Post Inspection Follow up
Customer Type: Blank
Blank
This experiment focuses on enhancing the borrower's post-inspection experience through a personalized follow-up text message or call.
The message expresses gratitude, offers assistance, and provides key information about when the report is sent to the lender and a possible link the report itself. This final touchpoint allows borrowers to ask questions or request further information, fostering a sense of care and involvement.
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Quick Explainer Videos
Customer Type: BlankBlank
Blank
Blank
This experiment aims to improve the borrower's preparedness for virtual inspections by providing them with short, informative videos. These explainer videos guide borrowers through the inspection process, covering preparation, expectations, and tips for a smooth experience. For lenders it could be a tour of the interactive report.
By ensuring borrowers are well-informed and prepared, the experiment aims to reduce confusion and potential issues during inspections. This leads to a smoother process, higher borrower satisfaction, and potentially fewer rescheduled or failed inspections, contributing to a more positive overall customer experience.
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Impact Driven Experiments
Three Star Experiences
These are memorable experiences that we create for our stakeholders that to make a big emotional impact. These are intended to be less frequent with the primary KPI as a likely long lag indicator in the form of reputation and future media coverage over time.
Surprise Pop-Up Thank You Events
Customer Type: BlankBlank
Blank
Blank
This experiment seeks to strengthen relationships with borrowers and lenders by surprising them with occasional events at their sites or offices. The events will be held on milestones or significant dates. Imagine a tasker shows up to a jobsite or office when work starts with free donuts and coffee to hand out to all the workers before they start their day.
By creating memorable and positive experiences, the company aims to enhance loyalty and engagement among its borrowers and lenders.
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Golden Ticket for Whales
Customer Type: Lender
Lender
This experiment targets high-value lender prospects (500+ monthly inspection vol) by sending a personalized "golden ticket" invitation for an all-expenses-paid experience for them and their families. The invitation also includes an exclusive dinner with Mark where he will fly out to meet them.
By offering this extraordinary experience, the experiment aims to establish deep relationships and showcase the company's commitment to building long-term partnerships. This personalized approach fosters a strong emotional connection, increasing trust and loyalty, and ultimately boosting the likelihood of converting these prospects into valuable, long-term customers.
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Welcome to the family
Customer Type: Blank
Blank
This initiative seeks to foster stronger relationships with new lenders by presenting them with a personalized gift after they sign a contract but before placing their first order. The gift selection will be based on information gathered during sales and onboarding calls, aiming to make each gift unique and meaningful.
This gesture of appreciation is expected to create a positive first impression, increase lender satisfaction and loyalty, and potentially incentivize them to place their first order sooner. By making lenders feel valued and appreciated from the outset, the company hopes to enhance engagement and solidify its commitment to building strong relationships with its clients.
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First Inspection Care Package
Customer Type: Blank
Blank
This initiative seeks to enhance the onboarding experience for new borrowers and foster a strong initial relationship by sending them a personalized welcome package after their first inspection. The package, including things like branded merchandise or gift basket can be tailored to the borrower's interests and a personalized note, aims to make a positive first impression and express gratitude toward the company.
By tracking borrower engagement and satisfaction levels after receiving the package, the company aims to gauge its impact on perception and overall experience. The goal is to make borrowers feel valued and appreciated from the start, creating a positive emotional connection that encourages active participation in the company's services and strengthens loyalty.
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Hot Spot Hero
Customer Type: Blank
Blank
This experiment tackles potential connectivity issues during virtual inspections by providing borrowers with a hotspot device. When scheduling inspections, the operations team assesses the borrower's location for signal problems. If poor service is anticipated, a ready-to-use hotspot is shipped overnight, ensuring a smooth inspection process.
The experiment aims to minimize failed or rescheduled inspections due to signal issues, thereby improving the overall borrower experience. Proactively addressing connectivity problems leads to less frustration and a more seamless process for borrowers, fostering increased satisfaction and positive recommendations.
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Parking Lot
On Ice Experiments
These are experiments for a future date that are not yet ready for implementation
Halo Drop
Customer Type: Lender
Lender
This experiment focuses on getting business from high value lenders while winning over borrowers at the same time. First we research to identify 5-10 construction sites from borrowers all working with the same lender.
We then "Halo drop" packages filled with essential construction supplies directly to job sites, with a big greeting sign wishing them a safe and successlful project courtesy of 24H inspections.The ultimate goal is for the borrowers to beg their lenders to try us out.
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Project Completion Surprise
Customer Type: Blank
Blank
This initiative aims to enhance the borrower & GC experience and foster stronger relationships by acknowledging their achievements in a tangible and celebratory manner. Upon successful completion of a construction project, borrowers will receive a surprise gift delivered to the property site, such as a cooler filled with refreshing beverages, or a gift basket accompanied by a personalized congratulatory note.
This gesture not only recognizes the borrower's hard work and dedication but also creates a positive and memorable association with the company. This gift will be delivered as a joint gift between 24H and the lender to strengthen the three way relationship.
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