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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.
New Kiosk Model
1
A better, more functional & customer-centric sales kiosk
Timeline
3
Months of data was considered, including Wi-Fi, Heat & Journey Sensors & more
Hypotheses
7
More than 7 various hypotheses were confirmed or excluded
Quick Facts
Dubai Mall is one of the most attended places in the world. For many years now, Emaar Properties use a kiosk in the waterfall corner to foster their sales initiatives and promote upcoming projects.
In 2017 we were asked to understand and provide solutions to make the property sales kiosk of Emaar more effective.
So, if form is to follow function, design must be based on data. Journeys should always take priority if we want to avoid subjective aesthetics.
Since Emaar's property sales kiosk primary objective is to enable direct point of sales, understanding path to sale is key to developing layout and design.
Contributors
Context, Approach & Methodology
- Emaar Properties asked us to support in researching the efficacy of their current sales kiosk. Renascence team used a few frameworks, tech and libraries to investigate the property sales kiosk and come up with recommendations.
The Groundwork
- Using anonymous data collection systems we ran a test and studies consumer journeys at Emaar's sales kiosk in The Dubai Mall.
- Few questions we wanted to get answers for included:
Attention
- Is the sales kiosk attractive?
- Does it catch the eye of passers by?
- What do they understand at first glance?
- Does the kiosk have stopping power?
Interest
- Do the consumers who stop understand the offering?
- Does it compel them to approach?
- Are any barriers in the way?
- Are they guided towards their next step?
Selection
- Can we filter the relevant consumers from the observers?
- Do we have layers of information for the more interested?
- Do we save the data of the interested?
Purchase
- Do we have conversion tools for the interested?
- Are there more tools that we can develop?
- Does the kiosk space enable easy conversion?
The Results
- Zoning laws
- We created zoning laws that were tied with the content of the kiosk. Four zones (proximity, transition, experience, conversion) where every touchpoint has its role.
- Layout laws
- Layout laws based on zoning laws that prescribed what should be placed where and why to ensure the goals for each zone (invite, impress, convince, convert) are accomplished.
- A new sales kiosk model
- A model that considered the traffic flow in Dubai Mall, behavioral biases and fears of people, existing flaws of the kiosk and future sales and operational goals of Emaar Properties.
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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.