SODIC。房地产客户体验旅程地图
为 SODIC 制定了六个详细的客户旅程，包括三个“现状”旅程和三个“未来”旅程。定义了 5 个以上阶段和 26 个以上步骤，记录了 400 多个内部任务。通过细致的研究和战略改进，识别了痛点和提升客户体验的机会。
01 —The Impact
The results, up front.
Detailed As-Is Journeys: Developed three detailed as-is customer journeys for Club S, Commercial, and Residential, highlighting current pain points and areas for improvement through intensive audits, interviews, and research. Innovative Future Journeys: Created three future customer journeys with significant improvements and opportunities identified to enhance the customer experience, based on thorough research and extensive expertise. Understanding: Achieved a thorough understanding of the customer journey, from initial awareness to post-purchase or exit stages, ensuring a seamless and customer-centric experience.
02 — The Challenge
Where they started.
Stages: The journey stage. Intent: The purpose at each stage. Steps: Actions taken under each intent. Actions: Specific actions under each step. Touchpoints: Communication channels used (SMS, email, etc.). Pain Points (As-is Journeys): Identified friction points under each action. Improvements (Future Journeys): Enhancements made compared to as-is journeys. Opportunities (Future Journeys): Positive opportunities identified under each action.
03 —What We Did
The work.
Club S Stages
Awareness, Consideration, Membership, Renewal & Exiting
Commercial Stages
Awareness, Consideration, Leasing, Occupancy, Exiting
Residential Stages
Awareness, Consideration, Purchase, Post-purchase, Handover, Living
Club S Stages
Awareness, Consideration, Membership, Renewal & Exiting
Commercial Stages
Awareness, Consideration, Leasing, Occupancy, Exiting
Residential Stages
Awareness, Consideration, Purchase, Post-purchase, Handover, Living
04 — Approach & Methodology
How we got there.
CX Consultant
05 —In Practice
Project samples.
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