SODIC. 부동산 고객 경험(CX) 여정 지도화
SODIC을 위해 3개의 현재 여정과 3개의 미래 여정을 포함한 6개의 상세한 고객 여정을 개발했습니다. 5개 이상의 단계와 26개 이상의 세부 단계를 정의하고 400개 이상의 내부 작업을 문서화했습니다. 면밀한 조사와 전략적 개선을 통해 고객 경험을 향상시킬 수 있는 문제점과 기회를 식별했습니다.
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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