SAAS Properties. Embedding Customer Experience Vision through Structured Training Development

SAAS Properties improved customer experience by conducting 4+ training sessions across 9 departments, identifying key CX challenges through 12 stakeholder interviews, and performing 55 CX audits across crucial touchpoints. This initiative empowered employees and aligned CX practices with business goals for sustained growth and customer satisfaction.
CX Trainings
Customer Experience
Employee Empowerment
Client
SAAS Properties
Date
August 5, 2024
Role
CX Consultant
Website
https://saasproperties.com/en/
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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.

Training Sessions

4+

Conducted across 9 departments to embed consistent customer experience practices.

Stakeholder Interviews

12

Engaged business stakeholders to identify CX challenges and aspirations.

CX Audits

55+

Assessed customer interactions across 9 key touchpoints to identify improvement areas.

Quick Facts

SAAS Properties, a leading real estate developer in the UAE, sought to enhance its customer experience (CX) by embedding a consistent CX vision throughout the organization.

The aim was to create an empowered workforce capable of delivering exceptional CX across all customer touchpoints. This initiative was crucial in fostering customer loyalty, ensuring service consistency, and driving organizational growth, especially as SAAS Properties moved towards a more stable and mature company culture.

Contributors
Lerato Mantsui
Senior Consultant
Renascence
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Context, Approach & Methodology

To achieve SAAS Properties’ CX vision, we adopted a structured training development approach using the ADDIE model (Analysis, Design, Development, Implementation, and Evaluation). This model was selected to ensure a systematic training program that addresses all facets of customer interaction, from grooming and behavior to specific CX rituals.

Groundwork

  1. Initial Stakeholder Engagement:
    • Conducted 12 interviews with business stakeholders across all departments to understand current CX challenges and aspirations.
    • Reviewed documents from 9 departments, including policies, guidelines, and standard operating procedures (SOPs), to assess current practices and identify gaps.
  2. CX Audits and Journey Mapping:
    • Conducted 55 CX audits across 9 touchpoints, examining customer interactions and identifying areas for improvement.
    • Created a CX Maturity Report that included company diagnostics, CX health scoring, and 28 overarching action plans.
    • Mapped customer journeys for residential off-plan and ready customers, as well as broker management journey maps.
  3. Training Needs Assessment:
    • Identified key learning goals: delivering exceptional customer experiences through consistent professionalism, effective communication, and proactive service.
    • Designed training to cover the following rituals:
      • Sales Gallery: Personalized engagement and product knowledge.
      • Viewing Visit: Seamless and attentive service tailored to customer needs.
      • Snagging: Prompt issue identification and reporting.
      • Handover: Clear communication of timelines to optimize property handover processes.
      • Maintenance: Efficient resolution of maintenance issues to uphold property standards.

Analysis

During the analysis phase, we identified SAAS Properties' key CX challenges and goals:

  • Target Audience: All frontline and customer-facing employees, including valet personnel, hosts, receptionists, security personnel, sales team, handover team, defect liability period (DLP) team, and technicians.
  • Data Collection: Utilized interviews, document reviews, and mystery shopping to pinpoint improvement areas and set clear learning objectives.

Design

In the design phase, we structured the training program to enhance customer interactions and satisfaction:

  • Learning Objectives: Improve communication, understand customer needs, and deliver exceptional service across all customer touchpoints.
  • Training Approach: Included role-playing, case studies, and interactive discussions to ensure engaging and practical learning experiences.
  • Key Focus Areas:
    • Grooming & Behavioral Communication: Mastering professional non-verbal cues and grooming standards.
    • Sales Negotiation Training: Personalizing sales techniques for mutual benefit and business growth.

Development

The development phase involved creating training materials and tools:

  • Content Creation: Developed presentations, handouts, videos, and e-learning modules based on real-life real estate scenarios.
  • Materials Developed: Presentation decks, scenario cards, quizzes, grooming PDFs, and videos.
  • Training Agenda: Crafted a detailed CX training agenda stretched over four days, specifying the content and timing of each chapter, including breaks.

Implementation

During the implementation phase, we rolled out the training program:

  • Training Delivery: Conducted hands-on departmental workshops and simulation training across all teams involved in CX rituals.
  • Internal Launch: Launched the training internally through an EDM campaign to inform and emphasize the importance of the CX vision for SAAS Properties’ growth.
  • Employee Feedback Mechanism: Established a feedback mechanism to collect real-time feedback, encourage continuous improvement, and ensure consistent delivery of CX standards.

Evaluation

In the evaluation phase, we assessed the effectiveness of the training:

  • Feedback and Assessment: Used assessments, surveys, and feedback to evaluate the achievement of learning objectives and the impact on CX.
  • Continuous Improvement: Analyzed data to refine training content and delivery methods, ensuring the program's relevance and effectiveness.

Result

The CX training strategy for SAAS Properties was aimed at embedding the CX vision across the organization by:

  • Improving Employee CX Skills: Trained employees demonstrated enhanced professionalism, effective communication, and proactive service delivery.
  • Embedding CX Rituals: The seven developed rituals were consistently implemented, improving customer satisfaction and loyalty.
  • Consistent Training Delivery: The “train the trainer” approach ensured uniform training content delivery, skill development, and adaptability to diverse learner needs.
  • Ongoing Support and Feedback: The employee feedback mechanism facilitated continuous improvement and upheld high CX standards across all touchpoints.
  • Sustained Organizational Growth: Semi-annual training sessions ensured a future-proof and sustainable company culture, reducing the need for frequent changes and minimizing disruptions to daily operations.

*The CX Training wasn't implemented due to the direction shift

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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

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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.

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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.

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The team is extremely trustworthy. Meeting the deadlines, always proposing improvements and great attitude.

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Very proactive & patient experts. Always excellent outcome. Loved working with them.

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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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