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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.
Reporting Duration
12
Monitoring and analysis of CX initiatives over a year.
Business Units Evaluated Monthly
4
Regular assessments of SODIC’s core business areas to ensure alignment with CX objectives.
CX & VOC Reports
10+
Extensive reporting from January 2022 to January 2023, covering all aspects of the CX transformation.
Quick Facts
SODIC, a prominent real estate developer in Egypt, embarked on a Customer Experience (CX) transformation to enhance its market position, address existing challenges, and align its offerings with evolving customer needs.
We helped SODIC strengthen its market position through a transformation initiative that refined its commercial strategy, customer journey mapping, CX approach, and Voice of Customer (VOC) efforts. By conducting detailed assessments, we identified and addressed over 400 customer pain points across 76 key touchpoints. We launched a structured VOC program to gather customer insights and drive improvements.
Our initiative included developing a CX strategy aligned with stakeholder input, creating a one-stop-shop app, and establishing a governance model to sustain ongoing efforts. As a result of our work, SODIC increased its market share and customer satisfaction, enhancing loyalty through improved customer experiences at critical points.
Contributors
Context, Approach & Methodology
Commercial Strategy
SODIC underwent an extensive evaluation of its market position, competitive landscape, and customer preferences. This analysis identified key commercial opportunities and challenges, leading to the development of a strategy aimed at optimizing market presence and enhancing customer engagement.
Customer Journeys
A thorough mapping of customer journeys was conducted, covering various stages from lead conversion to post-handover. This mapping identified critical pain points and opportunities for enhancement, resulting in the implementation of strategies designed to streamline and enrich the customer experience at each touchpoint.
CX Strategy
An assessment of SODIC’s current CX maturity was performed to identify gaps and areas for improvement. This included engaging key stakeholders through interviews and workshops to align on the strategic vision. The outcome was a CX strategy that encompassed value propositions, Voice of Customer (VoC) programs, and the proposal of a one-stop-shop app. Additionally, a governance model was established to oversee and sustain these transformation efforts.
VOC Strategy
A structured VOC program was designed to focus on collecting and analyzing customer feedback, aiming to drive continuous improvements. Various methods for data collection were employed, and a closed feedback loop was developed to ensure actionable insights. Recommendations for software solutions and project management tools to support the VOC program were also made.
Groundwork
Market Insights
In-depth market analysis and benchmarking were conducted to understand competitive dynamics and customer needs. This groundwork informed the formulation of strategies to enhance commercial effectiveness and drive customer engagement.
Journey Mapping
The customer journey mapping process identified 76 critical touchpoints, revealing over 400 pain points. This extensive mapping laid the foundation for targeted improvements to address pain points and streamline customer interactions across SODIC's business units.
CX Assessment
A thorough evaluation of SODIC’s CX maturity, including aspects such as customer understanding and internal capabilities, was performed. Engagement with 46 stakeholders through workshops facilitated the gathering of insights and alignment on CX goals. Market trends and customer behaviors were analyzed to inform strategy development, along with the identification of relevant technologies for project management, survey collection, and feedback analysis.
VOC Framework
The importance of VOC was clarified, and 10 data collection techniques were suggested for gathering customer feedback. Relevant CX metrics such as NPS, CSAT, and CES were selected, and an analysis of 9 software solutions for effective VOC management was conducted.
Result
The refined commercial strategies significantly enhanced SODIC’s market positioning, resulting in increased market share and customer satisfaction. Improvements made to customer experiences at critical touchpoints alleviated over 400 pain points, leading to higher customer satisfaction and loyalty. A deeper understanding of customer needs was achieved through a refined value proposition and improved touchpoints, while targeted CX initiatives fostered enhanced customer loyalty, supported by a robust governance model for ongoing management. Additionally, an effective VOC program was implemented, featuring a closed feedback loop that enabled insight gathering and led to actionable insights for continuous CX improvements.
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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
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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.
Alex Davies
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The team is extremely trustworthy. Meeting the deadlines, always proposing improvements and great attitude.
Fernando Sanchez
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Very proactive & patient experts. Always excellent outcome. Loved working with them.
Ahmed Elsaadi
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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.