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Growing Sales with Bitmojis – a Lesson for Home Builders from Ralph Lauren


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How resilience, agility, and focusing on what matters most lead to success in both retail and in home building.

Ralph Lauren Bitmojis on Snapchat
Ralph Lauren Bitmojis on Smapchat

Who knew Ralph Lauren had their own Bitmojis? In a recent webinar featuring Matthew Shay, President & CEO of the National Retail Federation, and Patrice Louvet, President & CEO of Ralph Lauren, the two men discuss the importance of resilience and agility in 2020. Hired in 2017, Patrice is a brand guy and was brought on board to, “write the next great chapter of the iconic brand.” How the company interacts and engages with consumers is where Patrice centers his attention. And that is why, when the pandemic hit, this rather traditional brand stepped outside the box and designed their own Bitmojis for Snapchat. Launched in August, there have already been more than 3 million downloads. Building amazing partnerships with social media in recent years is one of the company’s greatest strengths.

An “opportunity in crisis,” the shift to digital moved light-years ahead in 2020.

Heavily focused on what the digital age wants, Patrice believes digital will become like electricity – we won’t notice it, but it will be everywhere, and it will power everything. An “opportunity in crisis,” the shift to digital moved light-years ahead in 2020.

What was most interesting about this webinar is how retail and home building share many of the same challenges and goals. To move the company forward in the Twenties, Patrice has 5 primary areas Ralph Lauren is targeting:

  1. Elevate and energize the brand – bring in a new generation of consumers.
  2. Shift to direct-to-consumer. Stores will continue to play an important role, but online sales are growing.
  3. Digital
  4. International expansion
  5. Develop high-potential, under-represented categories
Robot finger touching house icon - a symbol of the digital revolution
A tech-savvy generation of home buyers has accelerated the digital revolution.

In the homebuilding industry, the pandemic along with a tech-savvy generation of home buyers has accelerated the digital revolution. Sales centers will still play an integral role, but much of the interaction between builders and buyers will take place virtually. International barriers are being toppled as builders crisscross “the pond.” Landsea Homes and Sekisui House (Woodside Homes) are just a couple of examples. And, builders are constantly working to develop under-represented categories – affordable housing for one.

Also needing attention are four areas affected by Covid that Patrice believes are here to stay:

  1. Health and safety have become a huge factor in human behavior and will continue to be for quite some time, if not indefinitely.
  2. The move to connectivity – people are not going to quit using apps and having home deliveries. Mom and grandpa just learned how to do all that!
  3. Consumers are looking for a personalized experience.
  4. Importance of values and purpose, “What difference will we make?” Consumer response to companies focusing on these has been amazing. Authenticity is a core Ralph Lauren brand value.

With the world staying home, resilience, agility, and focusing on what matters most have become critical to the success of every business.

Three valuable lessons Patrice learned from Covid:

  1. Focus on what matters most
  2. Resilience
  3. Agility

Companies who quickly learned these lessons and adapted have survived and even done well.

This insightful webinar brings home the importance of your brand, company culture, and marketing. As home builders, our industry tends to not be on the cutting edge. We have been building and selling homes the same way for 100+ years. Builders have been making strides forward, but nothing prepared us for the events of this year. With the world staying home, resilience, agility, and focusing on what matters most have become critical to the success of every business. Engaging with consumers online is key. This is where Zoom, Online Sales Counselors, CRMs like TopBuilder and Lasso, chatbots like those powered by AtlasRTX, and online marketing tools including Interactive Floor Plans, Virtual Tours, Matterport Tours, and Visualizers play an integral role. Focusing on what the digital age wants, and thinking outside the box (Snapchat Bitmojis anyone?) to write the next great chapter of your iconic brand are keys to success.

Interactive Floor Plan
Drive engagement on your website with the Outhouse Interactive Floor Plan.

On a final note, Patrice talks about citizenship and sustainability. Companies like Ralph Lauren cannot be successful if they don’t take the lead. Consumers and partners expect it. “People will remember you for what you did and the way you behaved.” These words hold true for home builders as well.

Mentoring & Nurturing


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How mentoring kids enhances a career in nurturing client success

My "Little" and I on top of South Mountain at cancer hike in 2014
On cancer hike with my Little in 2014

One of the accomplishments I am most proud of in life is mentoring two boys through the Big Brothers Big Sisters (BBBS) program. With no kids of my own, I felt a calling to volunteer with this tremendous organization as I realized how growing up in a relatively stable family helped prepare my brothers and me for adulthood. There are so many kids whose lives are in constant flux or would simply benefit from a little extra adult encouragement and support. BBBS is comprised of Bigs (adult volunteers) and Littles (the kids) who are matched one on one, based on common interests. Although most activities are on your own, each match is supervised by a BBBS specialist. The minimum time commitment for a Big is 2-4 outings a month for one year, but there are many matches that evolve into lifelong friendships.

My "Little", who is no as tall as me, and I on top of South Mountain at cancer hike in 2018.
My “Little” (2nd from right) and I on cancer hike in 2018

The need for volunteers is great, especially for men as the organization seems to have an easier time recruiting Big Sisters. If you are looking to help others in a role that is both challenging and rewarding, this is the perfect opportunity. Does everything go smoothly – NO! Things can and do go wrong. My current Little is now 19 and comes with all the drama and emotions most 19-year-olds experience. Although no longer in the program we still see each other regularly. As I write this, he is staying at my home due to challenges getting along with his roommate and his mom at the same time. So, lucky me, I get the brooding young man! The bottom line is, we have grown very close during our 10+ years together and I want to do everything I can to help him find his way in the world as an adult. Bigs are also not immune to the challenges parents face. Like the title of that famous song “Sex & Drugs & Rock & Roll” (or in today’s world – Rap!), Bigs often have to address these issues as Littles navigate their teenage years. There was a point earlier this year where things had gone so awry, I was questioning whether my efforts made a difference at all.

And that is when, out of the blue, my first Little (now 26) sent me a chat via Messenger. Together in the program for 5 or 6 years, our match was terminated by BBBS due to a change in circumstances at his home; and this meant no further contact. Remembering a painfully shy and quiet teenager, I was not prepared for the chatterbox I encountered when we met for dinner. Confident, self-sufficient, incredibly happy, and overly-talkative, he was working as an assistant manager at Fry’s but decided to take a detour as an Uber/Lyft driver as he wanted more freedom. That evening made me realize, without a doubt, the time and energy dedicated to mentoring these young men was worth it.

What I learned while volunteering with BBBS is I am passionate about mentoring, nurturing, and helping people solve problems and overcome challenges. These interests have played an integral role in my career as well.

As former VP of member services at the Home Builders Association of Central Arizona, I helped builders and trades connect with one another through business development events and programming.

Here at Outhouse, rolling out new products (did someone say Visualizer?!) and educating clients on the full range of benefits offered by our interactive tools are two key roles. There is often much more than meets the eye. While builders actively use front-facing tools like the furniture planner, structural options selector, and pricing calculator on our Interactive Floor Plans, they sometimes forget about the lead generation, and analytics available through the back end. Outhouse may not be the largest provider of online marketing tools, but we have always taken pride in being the best. Working with clients to be sure they effectively use these tools to guide successful marketing strategies and close sales is part of that mission.

Nurturing and mentoring play an integral role in both business and our personal lives. There is so much we can learn from one another, and a great deal we can share to help others realize dreams and achieve goals. To learn more about Outhouse, or being a Big, give me a jingle at jims@outhouse.net. There is a great need for volunteers to help guide kids and teens in the right direction. It’s not easy, but I believe you will find the experience rewarding.