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Office
601 Burj Al Salam, Trade Center, Dubai
Automotive: Driving Service Excellence & Customer Loyalty
Accelerate success in the automotive industry with our strategic consulting solutions. Utilize behavioral economics to enhance customer experiences, optimize operations, and drive profitability.
Discover the latest trends in the automotive industry today
Stay informed with key statistics and industry outlook that highlight the importance of customer experience in the automotive sector.
Increase in Revenue
30%
Automotive companies focusing on CX see an increase in revenue from recurring services over a decade.
Personalization & Connectivity
77%
Of consumers choose, recommend, or pay more for brands that provide personalized experiences.
Customer Preferences
53%
Of automotive customers prioritize service experience over purchase experience,
Industry leaders trust us with their CX and consulting initiatives.
Solutions
Revolutionizing Automotive Experiences through Strategy
Explore how our solutions improve customer satisfaction, operational efficiency, brand differentiation, and revenue optimization for unparalleled success in the automotive sector.
Enhanced Customer Experiences
Deliver personalized experiences that exceed customer expectations.
Operational Efficiency
Streamline processes and workflows to reduce costs and improve productivity.
Brand Differentiation
Stand out in the competitive automotive market with unique and memorable experiences.
Revenue Optimization
Maximize sales and profitability through effective pricing strategies and upselling opportunities.
Transforming Automotive Industry with Exceptional Customer Experience
At Renascence, we offer a comprehensive range of high-level services designed to revolutionize the real estate industry. Our expertise includes customer experience optimization, digital transformation, process and policy enhancement, and management consulting. With our innovative solutions, we help real estate businesses thrive in today's competitive market.
Customer Experience
Deliver exceptional customer experiences that set your real estate business apart from the competition.
Digital Transformation
Embrace the power of technology to drive growth and innovation in your real estate operations.
Service Design
Crafting seamless experiences across all touchpoints, blending creativity with practicality to delight customers and drive loyalty.
Management Consulting
Leverage our industry expertise to make informed decisions and drive your real estate business forward.
Experience Games
Customer Experience Games
CX Games for any team & every need. Begin your CX transformation through gamified experiences.
Automotive Transformation
Expertise
Unmatched quality of work for the industry's best consultants
Our team of behavioral economists leverages insights from psychology and economics to understand and influence consumer decision-making. By applying principles of behavioral economics, we help businesses design strategies and interventions that drive desired consumer behaviors. From nudges to choice architecture, we provide evidence-based solutions that deliver measurable results.
Experience Echoes
Real Estate
Case Studies
Explore How We've Transformed Businesses & Brands with Strategic Insights and Real Results
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Msheireb Downtown Doha. Customer Loyalty Program Experience Journeys
We revamped Msheireb's loyalty program by redesigning tailored customer journeys for residential tenants, visitors, and commercial tenants. This project included mapping out key stages—such as discovery, lease, and renewal—across all segments to enhance engagement and ease of use. Each journey was captured in an animated video to illustrate the improved CX flow, ensuring a seamless and satisfying loyalty program experience.
Customer Experience
Msheireb Downtown Doha. Customer Loyalty Program Strategy
We developed a comprehensive loyalty program for Msheireb Properties in Qatar to boost customer retention and drive revenue. The program featured a 9-stage customer journey, segmented by customer archetypes, and incorporated a closed-loop feedback strategy using NPS, CSAT, and CES surveys. Key initiatives included defining member levels, benefits, and a phased implementation plan to enhance customer experience and program viability.
Digital Transformation
Teyaseer. Elevating CX with Real-Time Customer Feedback Integration
For Teyaseer, we mapped a 9-stage customer journey from awareness to handover, integrating NPS, CSAT, and CES surveys to capture real-time feedback via email, SMS, and calls. Automated triggers ensured timely feedback collection, enabling immediate insights and actions to enhance CX at each touchpoint.
Customer Experience
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Aldar Hospitality. A Comprehensive Approach to Customer Experience (CX)
Aldar Properties sought to enhance customer experience across five hotels from their hospitality portfolio. Analysis of touchpoints, design of journeys and playbooks, COVID-19 game plan and other efforts led to immediate improvements in service interactions and long-term strategies for boosting guest satisfaction and loyalty.
Customer Experience
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Aldar Education. Transforming Customer Experience (CX) through the Admissions Process
Aldar Academies revamped their admissions process by assessing the existing workflow and designing a more efficient future process. This overhaul reduced process time by 88 hours, cut complexity by 3%, decreased effort by 34%, and increased automation tenfold, streamlining operations and enhancing overall efficiency.
Digital Transformation
Aldar Academies. Designing Escalation Strategy Design for Education
Aldar Academies developed a comprehensive escalation strategy to enhance customer support operations. This strategy introduced an 8-level priority system, 4 escalation stages, and a detailed escalation matrix to streamline case management and ensure timely resolution of issues.
Customer Experience
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Wasl. Voice of Customer (VOC) Strategy Development
Implemented a comprehensive Voice of Customer (VOC) strategy for Wasl, analyzing four distinct customer types and covering 100+ touchpoints across customer journeys. A closed feedback loop was established to drive continuous customer insights, enhance service delivery, and improve overall satisfaction.
Management Consulting
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Wasl. Customer Experience (CX) Journey Mapping in Real Estate
Defined over 90 stages and developed 18 detailed customer journeys for Wasl, spanning residential, commercial, and land leasing categories. Conducted four workshops to align stakeholders on improving customer-centric experiences and optimizing processes for future journey enhancements.
Customer Experience
Wasl Mobile App & Self-Service Digital Transformation
Developed over 500 wireframes and conducted a comprehensive audit of 300+ screens to optimize Wasl’s digital platforms. Created two digital strategies to streamline user journeys, focusing on a super app versus specialized apps to enhance customer experience and operational efficiency.
Digital Transformation
Wasl. Customer Service Design for Real Estate
Renascence conducted a comprehensive customer service analysis for Wasl, a leading real estate developer in Dubai, to drive digital transformation and enhance customer experience through data segmentation, pain point identification, and strategic recommendations.
Customer Experience
Swarovski. Boosting retail CX through mystery shopping strategy & audits
Explore how Swarovski leverages mystery shopping insights to refine customer experiences (CX) and encourage positive shopping behaviors through targeted engagement strategies.
Mystery Shopping
Nudging customers to book services and attend their ladies salon appointments
The goal of the project was to encourage customers to make bookings after calling & improve attendances of all bookings made.
Management Consulting
Emaar Properties. Transforming conversion power, experience & design of a property sales kiosk
Emaar asked us to check how effective their current kiosk was and come up with a set of improvement or a model that can become a benchmark amongst property sales kiosks.
Management Consulting
Chalhoub Group. Transforming internal culture through a group-wide CX Academy
Our engagement with Chalhoub Group was about educating several retail brands on the importance of CX and showcasing an approach to customer experience design.
Training & Coaching
Reel Cinemas. Complementing journeys & operations with a new cinema info screen UI
Reel Cinemas decided to transform the space, revamp operations by digitising them & reducing the human factor. The new screen was supposed to complement the transformation.
Digital Transformation
Chalhoub Group. Putting customer experience in the center of fashion & beauty retail
Supporting Chalhoub Group in building a CX practice that would then take over the group's customer experience intiative and arming them with a bullet-proof cx design toolkit
Customer Experience
City Walk by Meraas: Defining what a shopping & leisure destination of the future is
How one would define a destination of the future? How can a group manage multiple destinations of different formats and consistently deliver to a range of customers?
Customer Experience
Transforming group-wide customer experience in Emaar Properties
Multiple departments, multiple business verticals, 18 months of engagement and many great products
Digital Transformation
Level Shoes Behavioral & Customer Experience Transformation
Our efforts were aimed at understanding the customer and the way he shops in the fast-paced retail environment to build a cutting edge experience around him.
Management Consulting
Dubai Properties Real Estate Customer Experience Transformation
From signing a SPA, through the journey of becoming a homeowner in Dubai
Customer Experience
Provis & Khidmah: Designing & refreshing the complaint escalation matrix
As part of the engagement we were tasked to define the complaint management approach: deliver the escalation matrix with cases, SLAs, roles & priorities.
Customer Experience
Aldar Group Customer Experience Transformation
The engagement was driven by the group management. The effort was aimed at making Aldar a company that is driven by customer-centric solutions and services
Customer Experience
Emaar Customer Happiness Center CX Design & Transformation
The goal of the project was to understand how well the customer happiness center supports, guides, navigates & satisfies customers
Customer Experience
Transforming Free Zone Customer Journeys, Processeses and Systems
We redesigned all processes from the ground up with a customer centric approach to enable a new improved customer journey.
Digital Transformation
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Unleash the Potential of Behavioral Economics in Enhancing Customer Experience
Discover how our real estate solutions leverage behavioral economics to drive results.
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
VP Communities
Revolutionize banking & finance experiences with our solutions.
At Renascence, we're at the forefront of transforming the real estate landscape. Our innovative solutions are designed to not only meet but exceed customer expectations, ensuring unparalleled satisfaction. From seamless digital experiences to efficient operational processes, we tailor strategies that drive customer loyalty and operational excellence. Partner with us to revolutionize your real estate ventures and stay ahead in an ever-evolving market.
Communication Strategy
Crafting effective communication plans to enhance engagement and transparency in real estate transactions.
Voice of the Customer Strategy
Leveraging insights to amplify customer feedback, shaping real estate experiences with precision.
Customer & CX Strategy
Designing comprehensive strategies to elevate customer satisfaction and loyalty in real estate.
Behavioral Interrogation
Uncovering subconscious behaviors to tailor real estate experiences for maximum impact.
Customer Experience Journey Mapping
Visualizing and optimizing every touchpoint to create seamless real estate journeys for customers.
Customer Experience & Touchpoints Audit
Evaluating real estate experiences to identify areas for improvement and enhanced satisfaction.
Policies & Procedures Writing
Crafting clear guidelines to streamline operations and ensure consistency in real estate transactions.
Customer Service Operations Setup
Establishing robust customer service frameworks to deliver exceptional experiences in real estate.
Customer Rituals & Ceremonies Design
Creating memorable rituals and ceremonies to enrich the emotional connection with real estate.
Customer Experience Maturity Assessment
Assessing the maturity of customer experience practices to guide strategic improvements in real estate.
Customer Experience Vision Design
Developing a clear vision and roadmap to drive customer-centricity and innovation in real estate.
Customer Experience Games & Workshops
Engaging activities to foster team collaboration and creativity, enhancing real estate experiences.
Customer Experience Courses
Empowering real estate professionals with knowledge and skills to deliver exceptional customer experiences.
Customer Experience Trainings
Interactive sessions to enhance employee capabilities and embed customer-centric practices in real estate operations.
Customer Personas & Archetypes Design
Developing detailed profiles that capture the diverse needs, preferences, and behaviors of your target audience.
Digital Self-Service Solutions
Creating seamless and user-friendly digital platforms to empower customers in managing their needs independently.
Renascence Podcasts
Experience Loom
Discover the latest insights from industry leaders in our management consulting and customer experience podcasts.
Aslan Patov x Gaia Living. Is Dubai's real estate market a bubble?
The guest of podcast is Atif, an investment consultant at Gaia Living. In this episode, we discussed whether Dubai's real estate market is a bubble, which areas in Dubai are best for investment, why the new palm is interesting for investment, and whether it is possible to buy real estate with cryptocurrency.
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FAQs
Customer Experience (CX) in Automotive
What is Customer Experience (CX) in the automotive industry?
Customer Experience (CX) in the automotive industry encompasses all interactions and perceptions customers have with automotive brands, from initial research and purchase to after-sales service and support.
Why is CX important in the automotive industry?
CX is crucial in the automotive industry because it influences customer satisfaction, loyalty, and brand advocacy, which are essential for driving sales and maintaining a competitive edge.
How can automotive companies improve CX for their customers?
Automotive companies can improve CX by offering personalized buying experiences, providing transparent pricing, ensuring high-quality customer service, and maintaining effective communication throughout the customer journey.
What are some common CX challenges in the automotive industry?
Common CX challenges include managing customer expectations during the buying process, addressing service and maintenance issues promptly, ensuring consistency across dealerships, and adapting to evolving customer preferences.
How does technology enhance CX in the automotive industry?
Technology enhances CX by enabling online vehicle configurators, offering virtual and augmented reality showrooms, providing connected car features, and utilizing data analytics to personalize marketing and service offers.
What role does customer feedback play in improving CX in the automotive industry?
Customer feedback is essential for identifying areas of improvement, understanding customer needs and preferences, guiding product development, and enhancing service quality to improve overall customer satisfaction.
How can automotive companies measure CX performance?
Automotive companies can measure CX performance through customer satisfaction surveys, Net Promoter Scores (NPS), online reviews, dealership ratings, and tracking key metrics such as repeat sales and service loyalty.
What are some best practices for delivering excellent CX in the automotive industry?
Best practices include providing seamless online and offline experiences, offering transparent and hassle-free financing options, ensuring timely and effective after-sales support, and creating engaging marketing campaigns that resonate with customers.
Can enhancing CX lead to increased vehicle sales in the automotive industry?
Yes, enhancing CX can lead to increased vehicle sales by building customer trust, encouraging positive word-of-mouth, and creating memorable buying experiences that drive repeat business and referrals.
What innovative CX strategies are being adopted by leading automotive brands?
Innovative CX strategies include implementing AI-powered virtual assistants, offering subscription-based ownership models, using blockchain for transparent vehicle history, providing over-the-air software updates, and creating immersive brand experiences through events and digital platforms.