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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.
Types of Customers
2
Across SAAS' business units
CX Metrics Used
3
To assess customer sentiment
Touchpoints Covered
20
Covered Across the journey
Quick Facts
A Voice of Customer (VOC) strategy was developed for SAAS Properties, a prominent real estate developer in the UAE.
This strategy aimed to capture and understand the sentiments of both clients and brokers, recognizing the crucial role brokers play in the real estate ecosystem.
Contributors
Context, Approach & Methodology
The VOC strategy was designed to capture customer and broker feedback using a variety of techniques and metrics. The primary components included:
CX Metrics Used:
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Customer Effort Score (CES)
VOC Techniques:
- Surveys
- Customer Interviews
- Focus Groups
- Feedback Forms
- Conversations with Customer-Facing Employees
- Social Media Monitoring
- Live Chat Analysis
- Website & App Behavior Tracking
- Recorded Call Data
- Online Review Platforms
Groundwork
The groundwork for the VOC strategy involved multiple coordinated efforts across different departments to ensure thorough implementation and integration of feedback mechanisms. Key groundwork elements included:
- Cross-Departmental Collaboration:
- Worked closely with the Call Center, Sales, Marketing, Post-Sales, Community Management, and Facility Management teams to ensure alignment in feedback collection processes.
- Established specific roles for each department to ensure data was collected consistently and effectively across all customer touchpoints.
- Research and Benchmarking:
- Conducted a review of industry best practices for VOC programs to identify successful strategies that could be adapted for SAAS Properties.
- Benchmarked the company’s existing feedback mechanisms against competitors and industry leaders to pinpoint gaps and opportunities for improvement.
- System and Tool Setup:
- Integrated feedback collection tools such as surveys, live chat analysis, and social media monitoring systems into existing workflows to streamline the process.
- Developed two system maps to manage and centralize data from multiple channels, ensuring all feedback was securely stored and easily accessible for analysis.
- Training and Preparation:
- Provided training to customer-facing employees on how to engage in meaningful feedback conversations with customers, ensuring the feedback collected was valuable and actionable.
- Created instructional materials and held workshops for team members on how to monitor and analyze feedback from digital platforms like websites, apps, and recorded calls.
- Pilot Testing:
- Launched a pilot VOC program across select customer touchpoints to assess the effectiveness of the feedback collection techniques and make necessary adjustments before full-scale implementation.
- Gathered early feedback from the pilot phase to refine the VOC processes, ensuring they were tailored to meet SAAS Properties’ specific operational needs.
Results
- VOC Strategy: The VOC strategy provided a structured approach to capturing and analyzing customer and broker feedback.
- Closed-Loop Process: Ensured that feedback was not only collected but also acted upon, with clear communication back to customers.
- Actionable Insights: Enabled SAAS Properties to identify and address key issues, improving overall customer experience and satisfaction.
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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.
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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.
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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.
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The team is extremely trustworthy. Meeting the deadlines, always proposing improvements and great attitude.
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Very proactive & patient experts. Always excellent outcome. Loved working with them.
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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.