SODIC. Lập bản đồ hành trình trải nghiệm khách hàng (CX) bất động sản
Đã phát triển sáu hành trình khách hàng chi tiết cho SODIC, bao gồm ba hành trình "hiện tại" và ba hành trình "tương lai". Đã xác định hơn 5 giai đoạn và hơn 26 bước, với hơn 400 tác vụ nội bộ được ghi lại. Đã xác định các điểm khó khăn và cơ hội để nâng cao trải nghiệm khách hàng thông qua nghiên cứu tỉ mỉ và cải tiến chiến lược.
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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