SODIC. Commercial Real Estate CX Strategy and Customer Experience Enhancement

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.