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Our services have helped numerous companies achieve significant improvements in customer satisfaction, revenue growth, operational efficiency, employee productivity, and customer retention. With a track record of delivering results, we are committed to transforming businesses.
Reviewed call interactions, emails, social media, mystery shopping, feedback, and COVID-19 communications.
Developed detailed scenarios with guidance for de-escalation and resolution.
Conducted a comprehensive study to identify customer archetypes and key areas for improvement.
Aldar Hospitality partnered with us to elevate the customer experience across five of their distinguished hotel properties, that included W, Radisson, Rixos, Rotana, Staybridge, Park Inn & Centro brands.
The objective was to conduct a comprehensive analysis of customer interactions, identify areas for improvement, and provide strategic recommendations to elevate their hospitality offerings. By examining every touchpoint—whether it was through phone calls, emails, social media interactions, or on-site service encounters—we were able to gain a holistic view of the customer journey. This detailed assessment not only revealed immediate service gaps but also highlighted opportunities for enhancing the overall guest experience.
Our comprehensive strategy was divided into three key components: a 360-degree touchpoint analysis, the development of a Hospitality Playbook, and an in-depth customer experience study. This multi-faceted approach aimed to provide a holistic view of the current customer experience, address immediate service gaps, and lay the groundwork for long-term improvements in hospitality service delivery.
1. Touchpoint Analysis & Quick Fix Report
We conducted a thorough 360-degree analysis of all customer touchpoints to gain a complete understanding of the current service landscape. This analysis included:
The findings from this comprehensive review were compiled into a Quick Fix Report, highlighting immediate areas for improvement and providing actionable recommendations for each touchpoint.
2. Hospitality Playbook
We developed a detailed Hospitality Playbook to guide hotel staff through various customer service scenarios, ensuring a consistent and high-quality guest experience. The playbook included:
This playbook became an essential tool for staff training, promoting consistent service standards across all guest interactions.
3. Customer Experience Study
We conducted a comprehensive customer experience study with 169 respondents to gain insights into guest behaviors, preferences, and perceptions. The study focused on seven key areas:
From the study, we identified three distinct customer archetypes, each with unique characteristics, needs, and preferences. Our analysis also covered:
The project provided valuable insights that allowed Aldar to refine their hospitality strategies and improve overall service quality:
Overall, this structured approach helped Aldar enhance their customer experience delivery, aligning with best-in-class hospitality standards and strengthening their brand reputation in the industry.
A few examples of our the work we have delivered
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Few questions we frequently encounter in regards to customer experience consulting
Customer experience consulting involves helping businesses improve every interaction a customer has with their brand. Consultants analyze customer journeys, identify pain points, and implement strategies to enhance satisfaction, loyalty, and overall customer experience.
Customer centricity focuses on creating positive customer experiences at every touchpoint. It is crucial because it leads to higher customer satisfaction, loyalty, and retention, ultimately driving business growth and profitability.
Customer experience consulting can benefit your business by providing expert insights into customer behavior, identifying areas for improvement, and developing tailored strategies to enhance customer satisfaction, increase loyalty, and boost revenue.
A successful customer experience strategy includes understanding customer needs and preferences, mapping the customer journey, implementing personalized interactions, gathering and analyzing feedback, and continuously improving processes based on data-driven insights.
Customer feedback is vital for customer centricity as it provides direct insights into customer experiences and expectations. By collecting and analyzing feedback, businesses can make informed decisions to enhance their services and products, leading to better customer satisfaction.
Tools and technologies used in customer experience consulting include customer relationship management (CRM) systems, customer feedback platforms, journey mapping tools, analytics software, and artificial intelligence (AI) for personalized experiences.
Businesses can measure the success of their customer experience initiatives through key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), customer retention rates, and revenue growth.
Common challenges in implementing a customer-centric culture include resistance to change, lack of alignment across departments, inadequate customer data, insufficient training for employees, and difficulty in measuring and analyzing customer experience metrics.
Personalization can improve customer experience by tailoring interactions, offers, and communications to individual customer preferences and behaviors. This makes customers feel valued and understood, leading to increased satisfaction and loyalty.
Employee training is crucial in customer experience consulting as it equips staff with the skills and knowledge to deliver exceptional service. Training programs focus on understanding customer needs, effective communication, problem-solving, and fostering a customer-centric mindset.
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