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Office
601 Burj Al Salam, Trade Center, Dubai
Transforming Businesses
Our Impact in Numbers
Our services have helped numerous companies achieve significant improvements in customer satisfaction, revenue growth, operational efficiency, employee productivity, and customer retention. With a track record of delivering results, we are committed to transforming businesses.
Net Promoter Score
300%
Triple Growth of the Net Promoter Score
Experience Management Setup
DNA
Customer Experience Transformation Across All Assets & Functions
Hundreds of CX Initiatives
200
Across Development, Hospitality, Retail, Property & Facility Management, Education
Quick Facts
What were the challenges & steps we took to overcome them
Aldar, in-line with the new strategy wanted to become a more customer-centric organization. The initiative was supposed to flow across the Group's asset and transform multiple businesses, including development, hospitality, properties, education, facility and property management arms.
To do that they hired Renascence and we embarked on a journey to infuse customer-centric thinking into the company's DNA. The leadership, as well as the mid-level management and frontline staff alike were involved in a program that covered multiple areas of CX design, including experience and touchpoint audits, design of customer experience vision, journey mapping, voice of customer design, set up of CX governance, design of policies and processes and many more.
Contributors
Context, Approach & Methodology
- In 2020, Aldar launched a group-wide customer strategy initiative focused on customer centricity & customer experience.
- Aldar is the UAE's largest real-estate developer established in 2004 (Aldar Properties). By 2020 properties business is remaining a priority, with thousands of customers around the Middle East, Europe and Asia.
- That being said, Aldar Group's focus today goes beyond real estate as the company builds successful brands in the categories of Education, Retail & Hospitality.
- Rapid growth is always linked with challenges: disconnect with customers, legacy systems, processes and policies, outdated feedback mechanisms, lack of automation and digitalization.
- To make Aldar become a more customer centric organization, we took them on a journey and set out to define a group-wide customer strategy which will be cascaded, aligned and customized for each portfolio.
- Through a group-wide mystery shopping effort, hybrid touchpoint analysis (analogue & digital), review of customer feedback and more than 70 business interviews, we have delivered a set of initiatives.
The Groundwork
- 6 months: Key scope focused on making Aldar a customer-centric company.
- 6 assets: Development, Hospitality, Retail, Academies, Provis & Khidmah
- 10+ functions: Customer management, Call center, Operations, Sales, Communications, Digital Transformation, Property Management, Facility Management, Handover & DLP, etc.
- 60+ deliverables: CX Committee Setup, CX Vision Design, Journey Mapping, Escalation Management, UX Analysis, Mystery Shopping, Customer Research, Trainings, Process Design, etc.
The Results
- NPS 83: With high ratings across all departments and assets, Renascence NPS reached 83.
- Group CX Vision: We have developed a group customer experience vision and adapted it across assets (Academies, Retail, Hospitality, Provis, Khidmah).
- Group Escalation Strategy: Across all assets we have introduced an escalation & de-escalation strategy including a matrix with cases, roles, priorities and SLAs.
- Customer Journeys: Starting with the as-is, fed by touchpoint analysis and mystery shopping, as well as customer feedback, we have designed the future CX.
- Implementation Plan: Journeys are just tools to map the experience, what's important is a plan that will show what, when and how should be done & by whom.
- Customer Experience Committee: We have supported the group strategy team by providing a framework for the first ever group-wide customer experience committee.
Project Samples
A few examples of our the work we have delivered
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Satisfied Clients
Hear what our clients have to say about our customer experience projects
You can always expect the best from team Renascence. Hard working. Always share their opinion and recommendations with respect. I really appreciate that as a client.I enjoy bouncing ideas with them.
Ilaria Buonpane
Head of CX
Their passion for CX and drive towards research and innovation leads to unique and relevant methodologies that result in high quality findings. Teams and stakeholders always enjoy interacting with them.
Gregoire Charpe
VP CX
From the beginning they felt like an extension of my team, working alongside and independently engaging stakeholders as well as the supporting functions surpassing my expectations.
Alex Davies
Vice-President
The team is extremely trustworthy. Meeting the deadlines, always proposing improvements and great attitude.
Fernando Sanchez
SVP Innovations
Very proactive & patient experts. Always excellent outcome. Loved working with them.
Ahmed Elsaadi
CX Director
Great, effective team that goes extra miles and provides great service. Very professional & friendly.
Asma Ben Salah
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FAQs
Few questions we frequently encounter in regards to customer experience consulting
What is customer experience consulting?
Customer experience consulting involves helping businesses improve every interaction a customer has with their brand. Consultants analyze customer journeys, identify pain points, and implement strategies to enhance satisfaction, loyalty, and overall customer experience.
Why is customer centricity important for businesses?
Customer centricity focuses on creating positive customer experiences at every touchpoint. It is crucial because it leads to higher customer satisfaction, loyalty, and retention, ultimately driving business growth and profitability.
How can customer experience consulting benefit my business?
Customer experience consulting can benefit your business by providing expert insights into customer behavior, identifying areas for improvement, and developing tailored strategies to enhance customer satisfaction, increase loyalty, and boost revenue.
What are the key components of a successful customer experience strategy?
A successful customer experience strategy includes understanding customer needs and preferences, mapping the customer journey, implementing personalized interactions, gathering and analyzing feedback, and continuously improving processes based on data-driven insights.
How does customer feedback play a role in customer centricity?
Customer feedback is vital for customer centricity as it provides direct insights into customer experiences and expectations. By collecting and analyzing feedback, businesses can make informed decisions to enhance their services and products, leading to better customer satisfaction.
What tools and technologies are used in customer experience consulting?
Tools and technologies used in customer experience consulting include customer relationship management (CRM) systems, customer feedback platforms, journey mapping tools, analytics software, and artificial intelligence (AI) for personalized experiences.
How can businesses measure the success of their customer experience initiatives?
Businesses can measure the success of their customer experience initiatives through key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), customer retention rates, and revenue growth.
What are common challenges in implementing a customer-centric culture?
Common challenges in implementing a customer-centric culture include resistance to change, lack of alignment across departments, inadequate customer data, insufficient training for employees, and difficulty in measuring and analyzing customer experience metrics.
How can personalization improve customer experience?
Personalization can improve customer experience by tailoring interactions, offers, and communications to individual customer preferences and behaviors. This makes customers feel valued and understood, leading to increased satisfaction and loyalty.
What role does employee training play in customer experience consulting?
Employee training is crucial in customer experience consulting as it equips staff with the skills and knowledge to deliver exceptional service. Training programs focus on understanding customer needs, effective communication, problem-solving, and fostering a customer-centric mindset.