Case Study · Real Estate Customer Experience & Digital Transformation

SODIC. 不動産カスタマーエクスペリエンス (CX) ジャーニーマッピング

SODIC向けに6つの詳細なカスタマージャーニーを開発。3つの「現状」ジャーニーと3つの「将来」ジャーニーが含まれます。5つ以上のステージと26以上のステップを定義し、400以上の内部タスクを文書化しました。綿密な調査と戦略的改善を通じて、ペインポイントと顧客体験向上の機会を特定しました。

Journey MappingCustomer ExperienceCX Transformation

Client

SODIC

Industry

Real Estate Customer Experience & Digital Transformation

Date

2024-11-05

Timeline

—

01 —The Impact

The results, up front.

Stages Defined

Per 36 customer journeys

Steps Defined

26+

Per 36 customer journeys

Internal Tasks Defined

400+

Across 36 customer journeys

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