Msheireb Downtown Doha. Customer Loyalty Program Experience Journeys

We revamped Msheireb's loyalty program by redesigning tailored customer journeys for residential tenants, visitors, and commercial tenants. This project included mapping out key stages—such as discovery, lease, and renewal—across all segments to enhance engagement and ease of use. Each journey was captured in an animated video to illustrate the improved CX flow, ensuring a seamless and satisfying loyalty program experience.
Journey Design
Customer Archetypes
Customer Experience
Client
Msheireb
Date
August 25, 2024
Role
CX Consultant
Website
https://www.msheireb.com/
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 Journeys

3

Redesigned journeys for residential tenants, visitors, and commercial tenants to enhance loyalty program engagement.

Stages Per Journey

6

Focused on key stages like discovery, lease, and renewal to improve customer interactions.

Animated Journey Videos

3

Created videos to visually demonstrate the redesigned journeys and improve implementation.

Quick Facts

We collaborated with Msheireb, a leading Qatar-based real estate developer, to enhance their loyalty program activation experience.

This project involved creating tailored customer journeys for three distinct groups: residential tenants, visitors, and commercial tenants. Our goal was to assess their existing journey and redesign it to be more CX-oriented, with improvements focused on better customer engagement, seamless interaction with the loyalty program, and ease of use.

Contributors
Anagiel Guevarra
Consultant
Renascence
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Context, Approach & Methodology

To elevate the customer experience, we conducted an in-depth analysis of each journey stage, identifying key touchpoints such as awareness, enrolment, engagement, redemption, renewal, and exit. We then redesigned these journeys, carefully considering the unique needs of each customer segment and strategically distributing these touchpoints for optimal flow and engagement. For the visitor journey, our focus was exclusively on crafting an ideal future experience. In contrast, for residential and commercial tenants, we addressed both current and future journey enhancements. Each journey was visualized in an animated video to demonstrate the seamless interaction with Msheireb’s loyalty program, providing a clear and engaging depiction of the customer experience.

The Groundwork

1. Residential Tenant Journey

  • Stages: Discovery, Lease, Move-In, Living, Renewal/Exit
  • At each stage, we began with a quote reflecting the customer's expectations, followed by Msheireb’s strategic plan for creating a seamless experience. Responsibilities were clearly assigned to specific teams, ensuring a smooth execution for both current and future residents.

2. Visitor Journey

  • Stages: Discovery, Lease, Move-In, Renewal/Exit
  • This journey was exclusively focused on designing a future experience aimed at increasing visitor engagement with Msheireb’s loyalty program. We mapped out a process to foster deeper connections and enhance loyalty.

3. Commercial Tenant Journey

  • Stages: Discovery, Lease, Set-Up, Operation, Renewal/Exit
  • Similar to the residential tenant journey, we reimagined the commercial tenant experience, integrating customer experience (CX) principles to enhance each stage and ensure a consistent, satisfaction-driven approach.

Analysis

For each journey stage, we outlined customer expectations and defined Msheireb’s responsibilities in meeting those needs. Our strategies focused on improving customer interactions at crucial touchpoints, ensuring a seamless transition from one stage to the next. By embedding CX principles into each journey, we identified specific areas for Msheireb to enhance engagement, retention, and overall satisfaction. We also ensured that the loyalty program activation process was intuitive, accessible, and aligned with the distinct needs of each customer segment.

Results

The project culminated in a comprehensive customer experience strategy featuring three redesigned journeys that centered around loyalty program activation and customer satisfaction. To complement these journeys, we developed three animated videos, each showcasing the future journey for its respective segment. These visual tools have been instrumental in helping Msheireb’s teams visualize the new customer experience flow, facilitating the implementation of the proposed enhancements and reinforcing Msheireb’s commitment to excellence in customer service.

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Msheireb Downtown Doha. Customer Loyalty Program Experience Journeys

We revamped Msheireb's loyalty program by redesigning tailored customer journeys for residential tenants, visitors, and commercial tenants. This project included mapping out key stages—such as discovery, lease, and renewal—across all segments to enhance engagement and ease of use. Each journey was captured in an animated video to illustrate the improved CX flow, ensuring a seamless and satisfying loyalty program experience.
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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.

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