SODIC. Real Estate Customer Experience Strategy for Enhanced Engagement and Satisfaction

Developed a CX strategy for SODIC, identifying eight customer types, conducting 46 stakeholder sessions, and addressing 400+ pain points across 76 customer journey steps. The strategy included customer segmentation, a VoC program, and governance model implementation, leading to significant improvements in customer satisfaction and loyalty.
CX Strategy
Customer Experience
CX Strategy
Client
SODIC
Date
June 13, 2024
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.

Customer Types

8

Categorized across SODIC’s diverse business units for targeted CX strategies.

Engagement Sessions

46

Stakeholder Engagement Sessions

Painpoints Addressed

400+

Identified and resolved pain points across 76 customer journey steps.

Quick Facts

SODIC, a prominent real estate developer in Egypt, sought to transform its customer experience (CX) to differentiate itself in a highly competitive market.

The goal was to create a holistic CX strategy that would enhance customer satisfaction and loyalty, align with SODIC’s business goals, and foster a customer-centric culture.

 

Despite its strong market position, SODIC faced several challenges in delivering a consistent and compelling customer experience. These challenges included gaps in understanding customer needs, misalignment between offerings and expectations, ineffective customer touchpoints, and internal capabilities that did not fully support a customer-centric approach. To address these issues, SODIC partnered with us to develop a CX strategy.

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Context, Approach & Methodology


Our approach to developing a tailored CX strategy for SODIC involved several key steps:

  1. CX Maturity Assessment: Evaluating SODIC’s current state across various dimensions to identify gaps and areas for improvement.
  2. Stakeholder Engagement: Conducting 46 interviews and workshops with key stakeholders to gather insights and align on the strategic vision.
  3. Market Analysis and Benchmarking: Analyzing digital insights and customer behaviors in the Egyptian market, including social media usage patterns and main reasons for customer engagement.
  4. Customer Segmentation: Identifying and prioritizing customer segments based on their needs, drivers, barriers, actions, and services sought, covering residential, commercial, and mixed-use property investors, as well as dormant owners and indirect tenants.
  5. Strategy Development: Creating a detailed CX strategy that includes a value proposition, route to customers, VoC program, and a one-stop-shop app.
  6. Governance Model and Implementation Plan: Establishing a CX governance model and a phased implementation plan with clear roles, responsibilities, and timelines.

Groundwork

  1. CX Maturity Assessment: We conducted a bespoke CX maturity assessment focusing on:
    • Customer Understanding: Analyzing SODIC’s depth of customer insights and alignment with evolving needs.
    • Value Proposition and Offerings: Evaluating how well SODIC’s products meet customer expectations.
    • Route to Customer: Assessing the effectiveness of customer touchpoints and communication channels.
    • Capabilities and Culture: Reviewing internal capabilities to support a customer-centric approach.
    • Execution: Measuring the effectiveness of current CX initiatives.
  2. This assessment identified over 400 pain points across 76 journey steps.
  3. Stakeholder Engagement: Engaged SODIC’s leadership through 46 interviews and workshops, fostering alignment on strategic vision and identifying customer pain points.
  4. Market Analysis and Benchmarking: Detailed analysis focused on:
    • Social Media Usage: Understanding the most used platforms and reasons for customer engagement.
    • Customer Behavior Trends: Analyzing preferences to inform strategy development.

Analysis

  1. Customer Segmentation: Conducted segmentation, defining distinct groups such as:
    • Residential Customers: Buyers and tenants of residential properties.
    • Commercial Customers: Businesses and investors in commercial properties.
    • Mixed-Use Property Investors: Investors in both residential and commercial properties.
    • Dormant Owners: Those who own but do not actively use properties.
    • Indirect Tenants: Indirectly involved with residential and commercial spaces.
  2. This segmentation allowed us to tailor the CX strategy for specific customer groups.
  3. Strategy Development: Developed a CX strategy including:
    • Value Proposition: “At SODIC, we deliver on our promise, creating diversity to fulfill different customer needs.”
    • Route to Customers: Streamlined approach to touchpoints and communications.
    • VoC Program: Real-time program to gather and act on customer feedback.
    • One-Stop Shop App: An app designed to provide a seamless customer experience across various stages.
  4. Governance Model: Established a governance model with elements such as:
    • Leadership & Accountability: Defined roles for CX leadership.
    • Strategy & Planning: Developed a strategic plan aligned with business goals.
    • Policies & Guidelines: Created consistent CX policies.
    • Metrics & Measurement: Implemented metrics to measure CX effectiveness.
  5. Technology Recommendations: Identified the best technologies for project management, survey collection, feedback analysis, and reporting.
  6. Best Practices for CX Excellence: Provided guidelines covering company culture, staff involvement, organizational structure, and data usage.

Result

The implementation of the CX strategy for SODIC led to significant improvements in customer satisfaction and engagement. Key results included:

  1. Enhanced Customer Understanding: Deeper insights into customer needs enabled targeted engagement strategies.
  2. Improved Customer Touchpoints: Streamlined communication channels resulted in a seamless experience.
  3. Increased Customer Loyalty: Tailored initiatives fostered greater customer loyalty and advocacy.
  4. Effective Governance and Continuous Improvement: The governance model ensured ongoing oversight and refinement of CX initiatives.
  5. Successful Implementation of VoC Program and App Development: Enhanced customer feedback collection and engagement strengthened SODIC’s customer-centric approach.

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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.

Gregoire Charpe

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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.

Alex Davies

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

Fernando Sanchez

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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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