Case Study · Real Estate Customer Experience & Digital Transformation

Modon. Pemetaan Perjalanan Pelanggan dan Strategi Suara Pelanggan untuk Kecemerlangan Hartanah

Kami bekerjasama dengan Modon, pemaju hartanah UAE, untuk meningkatkan strategi pengalaman pelanggan (CX) mereka bagi projek 36 bulan yang melibatkan 350+ rumah bandar, vila dan pangsapuri. Strategi tersebut menampilkan pemetaan perjalanan pelanggan, penambahbaikan komunikasi, dan sistem Suara Pelanggan (VOC) gelung tertutup.

Customer ExperienceVOC StrategyCX Journeys

Client

Modon

Industry

Real Estate Customer Experience & Digital Transformation

Date

2024-11-05

Timeline

—

01 —The Impact

The results, up front.

Customer Types

The project involved the development of townhouses, villas, and apartments, released over a 36-month timeline.

Key Initiatives

Customer journey mapping, sales launch prep, escalation strategy, and more guided Modon’s CX transformation.

VOC Strategy

Implemented surveys, feedback analysis, and action plans to ensure continuous customer experience improvements.

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