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Office
601 Burj Al Salam, Trade Center, Dubai
Transforming Businesses
Our Impact in Numbers
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.
Customer Types
3
The project involved the development of townhouses, villas, and apartments, released over a 36-month timeline.
Key Initiatives
8
Customer journey mapping, sales launch prep, escalation strategy, and more guided Modon’s CX transformation.
VOC Strategy
1
Implemented surveys, feedback analysis, and action plans to ensure continuous customer experience improvements.
Quick Facts
We partnered with Modon, a UAE-based real estate developer, to enhance their customer experience (CX) strategy for a new project.
The initiative was supposed to support the new experience around the development of 350+ units of townhouses, villas, and apartments. These units were to be released in three phases over a 36-month construction timeline, with the launch scheduled for January 2024.
Contributors
Context, Approach & Methodology
Our project began with an in-depth analysis of the common challenges faced by real estate developers and the consequences of these challenges on customer satisfaction. We provided data-backed insights highlighting the importance of a customer-centric approach and the potential positive outcomes.
Groundwork
Customer Journey Mapping
We meticulously mapped out Modon’s customer experience (CX) journey to gain a thorough understanding of their customers. The journey included the following stages and corresponding customer touchpoints: Discovery, Lead Management (sales events, viewings & open houses, lead qualification), Sale (booking, SPA signing), Post-sale (customer onboarding, SPA collection, title-deed registration, construction updates & communications), Handover (orientation, snagging, title-deed registration, utilities transfer, key & relationship handover), and DLP (Defect Liability Period) (DLP introduction, DLP expiry).
Communication Identification
We identified and detailed the communications occurring at each touchpoint. To ensure ongoing quality, we recommended regular mystery shopping for unbiased evaluations and a well-defined Voice of Customer (VOC) strategy.
VOC Strategy Implementation
We proposed a closed-loop VOC strategy encompassing the following steps:
- Ask: Gather customer needs and expectations through surveys, feedback forms, social media, and customer service calls.
- Collect: Organize and categorize feedback using software tools or manual methods.
- Analyze: Identify patterns and trends within the feedback and share reports with stakeholders to drive actions.
- Strategize: Collaborate with stakeholders to develop improvement plans based on feedback insights.
- Deliver & Notify: Implement action plans and communicate changes to customers and the company, ensuring continuous monitoring and feedback analysis.
Action Plan Development
We crafted an action plan focused on achieving exceptional customer experience through eight key initiatives:
- Customer Journey Mapping
- Communications Strategy
- Communication Content Development
- Sales Launch Preparation
- Call Center Setup
- Escalation Strategy
- Frontline Staff Training
- Customer Management Team Setup
For each initiative, we detailed: What: Description of the initiative, How: Implementation methodology, Who: Responsible parties (RASCI framework), and Timeline: Duration for completion.
Organizational Structure Development
We designed an organizational structure to support a customer-centric transformation. Each department within customer excellence and operations was assigned specific roles and responsibilities, ensuring a cohesive approach to enhancing customer experience.
Result
- Customer-Centric Transformation: Modon was equipped with a data-driven CX strategy tailored to their unique needs and goals.
- Enhanced Communication: Improved touchpoints and communication strategies ensured a seamless and satisfying customer journey.
- Ongoing Quality Assurance: The implementation of a VOC strategy and regular mystery shopping facilitated continuous improvement. Structured Action Plan: A detailed action plan with clear responsibilities and timelines guided Modon towards exceptional customer experience.
Project Samples
A few examples of our the work we have delivered
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Satisfied Clients
Hear what our clients have to say about our customer experience projects
You can always expect the best from team Renascence. Hard working. Always share their opinion and recommendations with respect. I really appreciate that as a client.I enjoy bouncing ideas with them.
Ilaria Buonpane
Head of CX
Their passion for CX and drive towards research and innovation leads to unique and relevant methodologies that result in high quality findings. Teams and stakeholders always enjoy interacting with them.
Gregoire Charpe
VP CX
From the beginning they felt like an extension of my team, working alongside and independently engaging stakeholders as well as the supporting functions surpassing my expectations.
Alex Davies
Vice-President
The team is extremely trustworthy. Meeting the deadlines, always proposing improvements and great attitude.
Fernando Sanchez
SVP Innovations
Very proactive & patient experts. Always excellent outcome. Loved working with them.
Ahmed Elsaadi
CX Director
Great, effective team that goes extra miles and provides great service. Very professional & friendly.
Asma Ben Salah
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FAQs
Few questions we frequently encounter in regards to customer experience consulting
What is 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.
Why is customer centricity important for businesses?
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.
How can customer experience consulting benefit my business?
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.
What are the key components of a successful customer experience strategy?
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.
How does customer feedback play a role in customer centricity?
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.
What tools and technologies are used in customer experience consulting?
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.
How can businesses measure the success of their customer experience initiatives?
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.
What are common challenges in implementing a customer-centric culture?
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.
How can personalization improve customer experience?
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.
What role does employee training play in customer experience consulting?
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.