Our Story
With in-depth experience reporting on the real estate and construction industries since 1996, our writers, editors and publishers have come together with a team of subject matter experts in the field of customer service to shine a light on the importance of the customer experience in the building and construction industry. To date, it is widely accepted that customer experience in the building industry is defined by how well a building project is completed. Rarely is it discussed how the process was managed and if the overall customer experience was a positive one for the building’s owner. In fact, the building and construction industry has one of the highest rates of litigation, disputes and anger as an outcome from projects than almost any other industry. In order to bring about a higher awareness of the customer experience in the construction industry, the team at Pulse of the City News will identify and explore the latest trends and issues related to customer care and the customer experience, such as communication systems, technology that supports project management, and hiring practices that help HR screen staff members for customer care and emotional intelligence attributes. Providing the ultimate customer experience starts at the top. If your company’s leaders are not customer centered, then the teams they put in place to support project management and develop long-term positive relationships with your customers will not be effective. Our Stirling Center for Excellence focuses on leadership, identifying solutions for leaders to become better at providing excellent customer service. At Pulse of the City News, we are focused on equipping our readers to provide the ultimate customer experience. One way we do this is by linking our readers to those companies that have achieved top ratings for customer service. We perform an annual review of companies in the building and construction industry, and those with the highest customer satisfaction ratings win our Pulse of the City Award of Excellence. Our researchers review and analyze thousands of companies, and only a small percentage earns high enough ratings to receive the recognition. With this information our readers can narrow down their choices on which companies to hire for their next project. There are many building owners, project team leaders, suppliers and vendors that are unsung heroes in the building process. Through our simple-to-use nomination process, found on our home page, you can enter those heroes and give them an opportunity to be recognized. As you become further engaged in the construction industry and with providing the ultimate customer experience, we hope you find our website, magazine, newsletter, and center for excellence irreplaceable tools. Publisher and Staff Pulse of the City News
