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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.
Audits
447
Mystery shopping visits done in 2 years
Countries
4
Across the Middle East
CX Journeys
4+
Audited more than 4 full CX journeys via mystery shopping
Quick Facts
Chalhoub Group, a retail giant in the GCC, sought an assessment of their Swarovski brand to evaluate its performance with customers and identify opportunities for enhancement.
Our task was to conduct a thorough mystery audit across physical and digital channels to provide an unbiased evaluation of the brand’s customer experience, informing their enhancement plan.
We deployed a dedicated team of four experts, who conducted 447 audits across 9brands in 4 countries, producing 4 detailed reports. Our approach involved mapping customer journeys across various channels—physical stores, online purchases, returns, and concept stores—focusing on both in-store and digital interactions.
Contributors
Context, Approach & Methodology
We deployed a dedicated team of four experts, who conducted 447 audits across 9brands in 4 countries, producing 4 detailed reports. Our approach involved mapping customer journeys across various channels—physical stores, online purchases, returns, and concept stores—focusing on both in-store and digital interactions.
- What We Analyzed: The customer experience in retail channels, both physical and digital, across the markets of UAE, KSA, Kuwait, and Qatar.
- WhyWe Analyzed: To provide an unbiased evaluation of the customer service experience, identify potential areas for improvement, and inform the enhancement strategy.
- How We Analyzed: Mystery shoppers were briefed with task-focused, realistic scenarios, covering the following key tasks:
- Exploring
- Buying for Self
- Buying a Gift
- Returning
Mystery shoppers engaged in unscripted, natural interactions with staff, ensuring authentic experiences. The visit journeys were broken down into stages that followed the flow of customer interaction.
The Groundwork
Visit Journeys
The physical store journeys followed these stages:
- Arrival ("Invite")
- Exploration ("Impress")
- Selection ("Guide")
- Purchase ("Convert")
- Post-Purchase ("Reassure")
For online purchases and returns, the journey stages included:
- Online Reservations ("Impress")
- Online Selection ("Guide")
- Online Purchase ("Convert")
- Online Post-Purchase ("Reassure")
- Online Return ("Resolve")
For offline returns, the journey stages were:
- Arrival ("Invite")
- Exploration ("Impress")
- Return ("Resolve")
- Post-Purchase ("Reassure")
Analysis
- In-Store Purchases:
Audits across the UAE, KSA, Kuwait, and Qatar revealed patterns in customer interaction, staff assistance, and store organization. Customer testimonials were collected to provide insights into the experience at each stage. - Online Purchases & Returns:
We analyzed online purchase and return experiences in the UAE and KSA, focusing on journey stages from selection to post-purchase. Testimonials highlighted customer satisfaction and areas needing improvement. - Offline Returns:
We also assessed the offline return process in the UAE and KSA, evaluating how effectively issues were resolved and customers reassured during post-purchase interactions. - Concept Stores:
Detailed performance reviews were conducted for concept stores in each country, assessing store-specific factors that impacted customer experience. - Welcome Email Audit:
Our team analyzed the welcome pack experience for 35 mystery shoppers, identifying the type of emails received, who received them, and who did not.
The Results
Actionable Recommendations: Our audit identified several key areas for improvement. For each customer journey, we provided recommendations to eliminate friction points and enhance the overall customer experience. Key focus areas included:
- Welcoming & Greeting: Improving the initial customer interaction.
- Store Organization: Enhancing the layout for better customer navigation.
- Staff Assistance & Proactivity:Encouraging staff to be more proactive in helping customers.
- Modeling: Ensuring product availability and appropriate modeling.
- Availability of Stock: Addressing issues with stock management.
- Staff Behavior & Attitude: Improving staff training to enhance customer interaction.
- Contact Details Collection: Refining the process for gathering customer contact information.
- Gifting: Enhancing the gifting experience in-store.
- Website Compatibility: Improving online store compatibility across devices.
- Customer Service Communication: Streamlining communication channels for better service.
- Staff Health& Hygiene: Addressing concerns with staff working while unwell.
- Name Tags: Ensuring staff wear name tags correctly to enhance professionalism.
Project Samples
A few examples of our the work we have delivered
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Experience Echoes
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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.