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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.
Behavioral Economics
BE
A scope shaped around art and science of behavioral economics, that was used to understand customers' propensity to default or get caught by cognitive traps.
Assets
2
Including Level Shoes and Level Kids
Deliverables
5
Journey Mapping, UX Analysis, Mystery Shopping, Customer Research, Behavioral Recommendations
Quick Facts
The research was backed up by store visits, touchpoints analysis and customer feedback review.
Request from Level Shoes and its management was probably one of the most direct and intriguing as it included the behavioral understanding as a must.
Level Shoes is the world's largest shoe store located in one of the world's largest and most famous malls - The Dubai Mall, it belongs to Chalhoub Group, being one of its "own concepts".
Shopping in the Middle East is a fast-paced experience for all parties: the buyer, the consumer and the market which has to learn and evolve to become better. The ideas turnaround rate is high, and quick-to-respond companies are introducing better offers, better experiences and better services to respond to the expectations of the new customer. Our efforts were aimed at understanding the customer and the way he shops to build a cutting edge experience around him.
Contributors
Context, Approach & Methodology
- To answer to those challenges and provide insights to Level Shoes' Management, we have run a research that helped us:
- Design Archetypes (of shoppers)
- Design Journey Maps
- Define Friction Points
- Create the new experience
The Groundwork
- In our framework, and during the journey mapping exercise we have used a new approach that helped us:
- Categorize touchpoints (F.I.S.E.™) by frequency, importance, satisfaction and effort.
- Define source of the friction (D.P.E.™) at the stage level: Decision, Process or Environment
- Provide behavioral recommendations that could help fix the gaps and ensure better customer experienceIn the end we have crafted a plan of action that could be used to implement the recommendations.
The Results
- Archetypes. We have come up with six Customer Archetypes, having connected their needs, drivers and triggers with the actual journey mapping.
- Customer Journeys. Infused by behavioral thinking, highlighting the FISE and DPE, as well as moving from macro level of stages into a touchpoint level.
- Behavioral Recommendations. First in the Middle East to use behavioral in Journey Mapping and Customer Experience Design.
Project Samples
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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.