Modon. Cartographie du parcours client et stratégie Voix du Client pour l'excellence immobilière
Nous avons collaboré avec Modon, un promoteur immobilier des Émirats arabes unis, pour améliorer leur stratégie CX dans le cadre d'un projet de 36 mois portant sur plus de 350 maisons de ville, villas et appartements. La stratégie comprenait la cartographie du parcours client, l'amélioration des communications et un système de Voix du Client (VOC) en boucle fermée.
01 —The Impact
The results, up front.
Customer-Centric Transformation: Modon was equipped with a data-driven CX strategy tailored to their unique needs and goals. Enhanced Communication: Improved touchpoints and communication strategies ensured a seamless and satisfying customer journey. Ongoing Quality Assurance: The implementation of a VOC strategy and regular mystery shopping facilitated continuous improvement. Structured Action Plan: A detailed action plan with clear responsibilities and timelines guided Modon towards exceptional customer experience.
02 — The Challenge
Where they started.
Our project began with an in-depth analysis of the common challenges faced by real estate developers and the consequences of these challenges on customer satisfaction. We provided data-backed insights highlighting the importance of a customer-centric approach and the potential positive outcomes.
03 —What We Did
The work.
Ask
Gather customer needs and expectations through surveys, feedback forms, social media, and customer service calls.
Collect
Organize and categorize feedback using software tools or manual methods.
Analyze
Identify patterns and trends within the feedback and share reports with stakeholders to drive actions.
Strategize
Collaborate with stakeholders to develop improvement plans based on feedback insights.
Deliver & Notify
Implement action plans and communicate changes to customers and the company, ensuring continuous monitoring and feedback analysis.
04 — Approach & Methodology
How we got there.
CX Consultant
05 —In Practice
Project samples.
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