SODIC. Real Estate Communication Strategy for Enhanced Customer Engagement

Evaluated communication practices across 14 departments, streamlined 5 key processes, and reviewed 106 documents from 3 business units. Developed a communication strategy that ensured consistency, clarity, and brand alignment, while improving customer engagement and stakeholder management.
Communication Strategy
Customer Experience
Client
SODIC
Date
September 12, 2023
Role
CX Consultant
Website
https://www.sodic.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.

Departments Evaluated

14

Assessed for communication consistency and effectiveness across various touchpoints.

Processes Addressed

5

Streamlined campaign management processes for better alignment and execution.

Documents Assessed

106

Reviewed documents from three business units to ensure clarity and brand alignment.

Quick Facts

SODIC, a prominent real estate developer in Egypt, sought to enhance its communication approach to ensure clarity, consistency, and effectiveness across various customer touchpoints.

We helped establish a communication strategy for SODIC that included a thorough evaluation of existing practices. This involved defining key types of communication—verbal, non-verbal, and visual—while emphasizing the importance of clarity, consistency, and stakeholder management.

We provided a structured 12-step approach for developing the strategy, identified communication gaps, and introduced a governance framework to ensure alignment across all channels. Additionally, we analyzed best practices and benchmarks from various industries, enabling SODIC to streamline its communications and enhance customer engagement, ultimately improving brand representation and customer satisfaction.

Contributors
No items found.
Subscribe to more insights
By subscribing, you agree to our Privacy Policy and Terms of Service.
Thank you! Your subscription has been confirmed.
Oops! Something went wrong. Please try again later.
Share

Context, Approach & Methodology

Defining Communication Strategy
We began by establishing a clear understanding of what a communication strategy entails. Three primary types of communication strategies were outlined:

  • Verbal Communication Strategies: Focused on spoken or written messages.
  • Non-Verbal Communication Strategies: Encompassing body language, tone, and other non-verbal cues.
  • Visual Communication Strategies: Involving imagery, branding, and visual content.

Importance of a Communication Strategy
We highlighted the critical role of a communication strategy in:

  • Ensuring clarity and consistency in messaging.
  • Efficiently allocating resources.
  • Building trust and credibility.
  • Adapting to changes and managing crises.
  • Managing stakeholders effectively.

Current State Analysis
At the outset, SODIC communicated with customers through multiple channels. However, there was a need to align these communications to reflect SODIC's brand consistently. We identified three key areas to focus on:

  • Maintaining a Unified Message & Brand Image: Ensuring consistency across all communication platforms.
  • SODIC Representation: Tangibly representing SODIC through multi-sensory encounters, both in person and through written communication.
  • Seeing SODIC as One Entity: Creating a cohesive organizational image regardless of the department or touchpoint, enhancing trust, satisfaction, and loyalty.

Groundwork

Step-by-Step Approach
We provided a structured 12-step approach to develop the communication strategy:

  1. Establish the purpose of the communications strategy.
  2. Identify objectives and goals.
  3. Find the target audience.
  4. Determine suitable channels.
  5. Determine frequency.
  6. Create the message.
  7. Define responsibilities.
  8. Determine success factors.
  9. Develop calendars and plans.
  10. Develop library and playbooks.
  11. Implement and monitor.
  12. Review and refine.

Communications Typology and Prioritization
We created a typology of 20 types of communications, categorizing them into three groups:

  • Didn’t expect and not in the customer's interest.
  • Didn’t expect but in the customer's interest.
  • Anticipated and needed by customers.

These types were mapped on a graph with four quadrants, prioritizing communications that benefit SODIC and those that benefit customers, each with varying importance levels.

Campaign Comparison and Pain Point Analysis
We compared types of campaigns with SODIC’s existing campaigns to identify gaps. Additionally, we summarized pain points related to inconsistency, SODIC representation, and brand unity across the customer journey stages.

Analysis

Gantt Chart and Initiative Recommendations
A Gantt chart was developed outlining two phases of initiatives with timelines. These initiatives served as recommendations to improve communication and customer experience. Each initiative was detailed, including its current state, desired future state, approach, responsible parties (RASCI), and success criteria.

Communication Governance Framework
We introduced a communication governance framework to oversee communication practices within SODIC. This included identifying key roles:

  • Marketing Committee: Oversees all marketing efforts to ensure aligned and consistent communication.
  • Customer Experience (CX) Team: Monitors outgoing communications for customer friendliness and tone.
  • External Agencies: Responsible for creating content that aligns with brand guidelines.
  • Brand Marketing: Manages social media and ensures alignment with brand guidelines.
  • Legal: Provides guidance for official documents and ensures legal communications are accurate and compliant.

We mapped out several processes with responsible parties and SLAs, including content approval, campaign management, A/B testing, re-engagement, and campaign follow-up.

Marketing Automation Software
We explored the benefits and features of marketing automation software, selecting the best applications for SODIC based on their specific needs. These tools were chosen for their capabilities in project management, survey collection, feedback analysis, and reporting.

Best Practices and Benchmarks
We analyzed campaign benchmarks across 12 industries, including the 5 sectors that align with SODIC’s offerings. The analysis focused on metrics like open rates, click rates, bounce rates, unsubscribe rates, and abuse rates. We also identified optimal days and times for sending campaigns and social media posts, providing actionable insights for SODIC's marketing strategy.

Communication Guidelines
A separate deliverable detailed communication best practices across different channels, including email, SMS, WhatsApp, written communications, design, language, grammar, and spelling. We also developed EDM KPIs to track, focusing on deliverability, open rate, click-to-open rate (CTO), bounce rate, and unsubscriptions.

Detailed Communication Evaluation
We conducted an exhaustive evaluation of SODIC's current communications across 14 departments using five evaluation criteria. Each department's strengths and weaknesses were identified, with labels indicating which criteria were met or unmet. The report included an overall evaluation and specific recommendations for each department.

Result

By implementing the communication strategy and evaluation provided by Renascence, SODIC was able to streamline its communication efforts, ensuring a consistent and unified brand message across all channels. The introduction of communication governance frameworks and best practices helped enhance stakeholder management and customer engagement, leading to improved customer satisfaction and loyalty.

Project Samples

A few examples of our the work we have delivered

No items found.
Experience Echoes

Similar case studies

Check similar case studies from other brands

Customer Experience

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.
View Project
Digital Transformation

Msheireb Downtown Doha. Customer Loyalty Program Strategy

We developed a loyalty program for Msheireb Properties in Qatar to boost customer retention and drive revenue. The program featured a 9-stage customer journey, segmented by customer archetypes, and incorporated a closed-loop feedback strategy using NPS, CSAT, and CES surveys.
View Project

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

VP Communities

Transform your business with us

Discover how our consulting services can drive growth and success for your company.

Renascence Blogs

Experience Journal

Discover the latest industry trends and expert insights in our blog.

Marketing

The Power of Storytelling in Marketing

Learn how storytelling can elevate your marketing strategy.
John Doe
11 Jan 2022
5 min read
Technology

The Future of AI in Business

Discover how AI is transforming industries and shaping the future.
Jane Smith
11 Jan 2022
5 min read
quote

quote

quote
Michael Johnson
11 Jan 2022
quote
quote

quote

quote
Emily Davis
11 Jan 2022
quote
quote

quote

quote
David Wilson
11 Jan 2022
quote
quote

quote

quote
Sarah Thompson
11 Jan 2022
quote
Service Design

Service Design in 2024: Emerging Trends Shaping Customer-Centered Experiences

Service design is evolving rapidly, driven by technological advancements, changing customer expectations, and a focus on sustainability.
Aslan Patov
November 7, 2024
12
min read
Service Design

Service Design in Restaurants: Crafting Exceptional Dining Experiences

Service design in the restaurant industry focuses on creating a seamless, enjoyable experience for diners, from the moment they make a reservation to their final interaction with the staff.
Aslan Patov
November 7, 2024
12
min read
Service Design

Service Design in Hotels: Crafting Memorable and Seamless Guest Experiences

Service design in the hotel industry focuses on creating guest-centered experiences that are seamless, enjoyable, and memorable.
Aslan Patov
November 7, 2024
12
min read
Service Design

Top Service Design Books: Essential Reads for Enhancing Customer Experiences

Service design is a field that combines creativity, strategy, and empathy to improve how services are delivered and experienced.
Aslan Patov
November 7, 2024
12
min read
Service Design

Service Design for Dummies: A Simple Guide to Crafting Great Customer Experiences

Service design is about creating and organizing services to meet customer needs and make their experiences smooth, efficient, and enjoyable.
Aslan Patov
November 7, 2024
12
min read
Employee Experience

Employee Experience (EX) for Gen Z: Key Strategies to Engage the Next Generation of Talent

Generation Z (born between 1997 and 2012) is reshaping the workplace with distinct expectations and values.
Aslan Patov
November 7, 2024
12
min read
Employee Experience

Employee Experience Gifts: Thoughtful Ideas to Boost Engagement and Morale

Employee Experience (EX) gifts play a meaningful role in building a positive workplace culture, enhancing engagement, and showing appreciation for employees’ contributions.
Aslan Patov
November 7, 2024
12
min read
Employee Experience

Employee Experience (EX) Guide: Building a Positive and Productive Workplace

Creating a positive Employee Experience (EX) is essential for fostering engagement, satisfaction, and productivity within an organization. A well-structured EX strategy supports employees at every stage of their journey, from onboarding to growth and development.
Aslan Patov
November 7, 2024
12
min read
Employee Experience

Employee Experience (EX) and Artificial Intelligence (AI): Transforming the Workplace

Artificial Intelligence (AI) is increasingly transforming the employee experience (EX) by automating tasks, personalizing interactions, and enhancing overall engagement.
Aslan Patov
November 7, 2024
12
min read
Employee Experience

What is Employee Experience (EX)? A Definition

Employee Experience (EX) refers to the collective journey employees have with an organization, encompassing every interaction, milestone, and touchpoint from recruitment to departure.
Aslan Patov
November 7, 2024
12
min read
Employee Experience

Employee Experience (EX) Jobs: Roles, Skills, and Impact on Organizations

Employee experience (EX) roles have become increasingly vital as organizations recognize the importance of fostering a positive work environment to enhance engagement, productivity, and retention.
Aslan Patov
November 7, 2024
12
min read
Employee Experience

Employee Experience (EX) in 2025: Trends Shaping the Modern Workplace

In 2025, the landscape of Employee Experience (EX) has evolved significantly, influenced by shifts in work environments, employee expectations, and organizational priorities.
Aslan Patov
November 7, 2024
12
min read
Employee Experience

Enhancing Employee Experience with Innovative Tools

In today's competitive business landscape, organizations recognize that a positive employee experience (EX) is crucial for attracting and retaining top talent.
Aslan Patov
November 7, 2024
12
min read
Employee Experience

Key Performance Indicators (KPIs) for Employee Experience (EX): Measuring Engagement, Satisfaction, and Productivity

Employee Experience (EX) KPIs are metrics that help organizations track and improve the quality of the work environment, employee satisfaction, and engagement levels.
Aslan Patov
November 7, 2024
12
min read
Employee Experience

The Employee Experience Cycle: Key Stages to Foster Engagement and Satisfaction

The Employee Experience (EX) cycle refers to the journey employees take within an organization, from the initial recruitment phase to their eventual exit.
Aslan Patov
November 7, 2024
12
min read
Renascence Podcasts

Experience Loom

Discover the latest insights from industry leaders in our management consulting and customer experience podcasts.

No items found.
No items found.
No items found.
No items found.
No items found.
No items found.

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.

Share your brief with us

Contact Renascence

Feel free to reach out to us. We love receiving messages & calls.

Thank you! Your message has been received!
Oops! Something went wrong. Please try again.
Email
For general inquiries, email us at
hello@renascence.io
Phone
For immediate assistance, call us at
+971 (0) 4-325-1047
Office
601 Burj Al Salam, Trade Center, Dubai