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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.
Journey Stages
9
Customer journey mapped across 9 stages, from awareness to handover, covering every critical touchpoint.
Feedback Surveys
3
Implemented NPS, CSAT, and CES surveys to capture customer feedback at each stage of the journey.
Feedback Strategy
1
Automated triggers ensured real-time feedback collection via email, SMS, and calls, enabling immediate insights and actions.
Quick Facts
Teyaseer, a non-profit Abu Dhabi government service, providing expertise and support for all eligible UAE nationals to design and build their dream home sought to enhance the customer experience.
To achieve this, they required a customer journey that would help them gather real-time customer feedback and improve their service delivery at every touchpoint. Our approach involved designing a customer journey that mapped out all key interactions from the initial awareness phase to the final handover of the project. This journey served as a blueprint for understanding customer needs, expectations, and experiences throughout their engagement with Teyaseer.
Contributors
Context, Approach & Methodology
We developed a customer journey framework for Teyaseer, encompassing all key stages of customer interaction—from initial awareness through to the handover of the project. To ensure continuous improvement and a customer-centric approach, we implemented real-time feedback mechanisms using Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) surveys. The primary objective was to capture customer sentiment at every stage, identify potential pain points, and make data-driven adjustments to enhance the overall customer experience.
The Groundwork
We focused on the following key stages in the customer journey, carefully designing surveys for each stage:
- Awareness
- Onboarding
- Consultant Procurement
- Interior Designer Procurement
- Villa Design
- Interior Design
- Contractor Procurement
- Construction
- Handover
For each of these stages, we selected the most suitable type of survey—NPS, CSAT, or CES—and determined the optimal method of deployment, whether it be through email, SMS, or at the end of a call. Each survey was crafted to gather precise feedback that corresponded to the customer’s specific stage in the journey, ensuring the insights collected were relevant and actionable.
The Analysis
To effectively utilize the feedback system, we undertook the following actions:
- Survey Development: Customized questions were formulated for each stage to align with the specific objectives and desired outcomes of that touchpoint.
- Automation of Feedback Collection: Implemented automated processes to distribute surveys seamlessly at critical points in the customer journey.
- Strategic Triggers: Surveys were triggered at moments that would yield the most insightful feedback, such as following major interactions or upon completion of key stages.
This automated approach provided Teyaseer with real-time data, enabling them to monitor customer experiences continuously and address issues promptly.
The Results
Alongside the development of the customer journey and survey implementation, we crafted a plan that included:
- Priority Assignments: Outlined the prioritization of survey deployment and journey stage enhancements.
- Budget Proposal: Provided a detailed budget to support the execution of the feedback system and journey improvements.
- Execution Timeline: Delivered a step-by-step timeline, enabling Teyaseer to swiftly act on customer feedback and implement improvements.
This strategic framework equipped Teyaseer with the tools needed to proactively manage customer satisfaction, enhance service delivery, and create a more refined and customer-centric experience throughout the project lifecycle.
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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.