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Office
601 Burj Al Salam, Trade Center, Dubai
Real Estate: Elevating Customer Experience, Enhancing Efficiency
Unlock the full potential of your real estate ventures with our comprehensive customer experience and management consulting solutions. From crafting seamless customer journeys to optimizing operational processes, we leverage innovative strategies and industry expertise to drive customer satisfaction, operational efficiency, and sustainable growth in the competitive real estate landscape. Explore our tailored solutions to enhance your market positioning, streamline operations, and maximize profitability in today's dynamic real estate market.
Discover the latest trends in the real estate industry today
Stay informed with key statistics and industry outlook that highlight the importance of customer experience in the real estate sector.
Improved Growth Rate
15%
For companies that achieve CSAT scores above 85%
Better Conversion
26%
Agents focused on CX vs those who are not prioritizing CX
More Sales
7%
By agents known for excellent customer service
Industry leaders trust us with their CX and consulting initiatives.
Solutions
Transforming the Real Estate Industry with Innovation
Discover how our cutting-edge solutions are reshaping the way real estate operates, delivering unparalleled value and results.
Customer Experience
Personalized recommendations and seamless transactions delight buyers, fostering trust and satisfaction.
Broker Experience
Equip brokers with comprehensive training and advanced tools for efficient property management and client service.
Employee Experience
Cultivate a supportive and inclusive workplace culture where employees feel valued, respected, and empowered to contribute their best.
Digital Transformation
Digital platforms and tools provide convenient access to property listings, documentation, and services, improving engagement and efficiency for buyers, sellers, and agents alike.
Transforming the Real Estate 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.
Real Estate 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.
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Experience Echoes
Real Estate
Case Studies
Explore How We've Transformed Businesses & Brands with Strategic Insights and Real Results
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.
Modon. Customer Journey Mapping and VOC Strategy for Real Estate Excellence
We partnered with Modon, a UAE real estate developer, to enhance their CX strategy for a 36-month project involving 350+ townhouses, villas, and apartments. The strategy featured customer journey mapping, communication improvements, and a closed-loop Voice of Customer (VOC) system.
Aldar. CX Governance and Reporting Framework Implementation
Aldar Properties partnered with us to establish a CX governance program, evolving into the CX Committee (CXC), overseeing CX across multiple business units. From January 2022 to January 2023, over 10 reports were produced, evaluating key business units, with insights from Voice of Customer (VOC) and mystery audits.
Aldar. VIP Program Design for Customer Loyalty and Engagement
The VIP Program by Aldar Properties introduces a dynamic tiered loyalty system aimed at increasing customer engagement and loyalty. Tailored to reflect the spending habits and preferences of Aldar’s diverse customer base, the program includes exclusive tiers for high-profile clients like celebrities and Sheikhs. Key elements include early access to projects, premium perks, and personalized services, all designed to reward and retain valued customers.
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Wasl. Voice of Customer (VOC) Strategy Development
Implemented a 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.
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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.
Wasl Mobile App & Self-Service Digital Transformation
Developed over 500 wireframes and conducted a 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.
Wasl Properties. Development and Integration of Process Maps for Operational Efficiency
Developed 123 detailed process maps for Wasl, a leading real estate developer in Dubai, to streamline operations, ensure seamless Salesforce integration, and enhance efficiency across seven business units, improving internal workflows and customer experience.
Wasl. Customer Service Design for Real Estate
Renascence conducted a 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.
SODIC. Commercial Real Estate CX Strategy and Customer Experience Enhancement
Spearheaded a year-long CX transformation for SODIC, focusing on enhancing commercial strategies, customer journeys, and VOC programs. Involved 12 months of continuous reporting, evaluation of 4 key business units, and the generation of over 10 CX and VOC reports to drive customer satisfaction and market competitiveness.
SODIC. Implementation of Voice of Customer Strategy for Enhanced Engagement
Designed a robust Voice of Customer (VOC) strategy for SODIC, incorporating 10 data collection methods, 3 key CX metrics (NPS, CSAT, CES), and analyzing 9 software solutions to enhance customer satisfaction and feedback management.
SODIC. Real Estate Communication Strategy for Enhanced Customer Engagement
Evaluated communication practices across 14 departments, streamlined 5 key processes, and reviewed 106 documents from 3 business units. Developed a communication strategy that ensured consistency, clarity, and brand alignment, while improving customer engagement and stakeholder management.
SODIC. Real Estate Customer Experience Strategy for Enhanced Engagement and Satisfaction
Developed a CX strategy for SODIC, identifying eight customer types, conducting 46 stakeholder sessions, and addressing 400+ pain points across 76 customer journey steps. The strategy included customer segmentation, a VoC program, and governance model implementation, leading to significant improvements in customer satisfaction and loyalty.
SODIC. Real Estate Customer Experience (CX) Journey Mapping
Developed six detailed customer journeys for SODIC, including three "as-is" journeys and three "future" journeys. Defined 5+ stages and 26+ steps, with over 400 internal tasks documented. Identified pain points and opportunities to enhance the customer experience through meticulous research and strategic improvements.
SAAS Properties. Enhancing Real Estate Sales Launch Customer Experience (CX)
Bridging Organizational Gaps to Elevate CX at SAAS Properties
SAAS Properties. Transforming Customer Experience (CX) through Customer Rituals and Cultural Change
SAAS Properties elevated its customer experience by embedding 7 key CX rituals and creating 4+ personalized greetings across various communication channels. These rituals were designed to enhance 10 critical stages of the customer journey, from the initial sales gallery visit to the property handover.
SAAS Properties. Embedding Customer Experience Vision through Structured Training Development
SAAS Properties improved customer experience by conducting 4+ training sessions across 9 departments, identifying key CX challenges through 12 stakeholder interviews, and performing 55 CX audits across crucial touchpoints. This initiative empowered employees and aligned CX practices with business goals for sustained growth and customer satisfaction.
SAAS Properties. Enhancing Operational Efficiency through Process Mapping
SAAS Properties optimized over 40 processes across sales, post-sales, community management, and facility management. Engaging two business teams, the initiative mapped out 700+ tasks to reduce friction points and improve operational efficiency, enhancing both internal workflows and client satisfaction.
SAAS Properties. Streamlining Complaint Management through an Escalation Strategy
SAAS Properties implemented a escalation strategy to address unresolved customer issues. This approach streamlined the process by defining clear escalation phases, priority levels, and service level agreements (SLAs), resulting in faster resolutions, better communication, and improved customer satisfaction.
SAAS Properties. Elevating Customer Experience (CX) with an Integrated VOC Strategy
SAAS Properties launched a Voice of Customer (VOC) strategy, capturing key customer and broker feedback through surveys, interviews, and live data tracking. This structured approach provided actionable insights, closing the feedback loop and driving improvements in customer satisfaction and experience.
SAAS Properties. Elevating Customer Experience (CX) through Touchpoint Analysis and Mystery Audits.
We partnered with SAAS Properties to audit 23 touchpoints and benchmark performance against competitors. The project delivered key insights to enhance communication, service, and digital engagement, boosting customer satisfaction and retention.
Wasl Properties. Transforming Customer Experience with In-Depth Touchpoint Audits.
Discover how Wasl Properties leveraged a touchpoint analysis and mystery audits across its Residential, Commercial, Freehold, and Lands units to enhance customer interactions, streamline operations, and boost engagement through targeted, actionable recommendations.
SODIC. Enhancing Customer Experience (CX) through Site Visits and Mystery Shopping Audits.
Discover how SODIC utilized mystery audits and site visits to identify customer journey pain points and implement actionable recommendations for enhancing the customer experience across its diverse business units.
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.
Transforming group-wide customer experience in Emaar Properties
Multiple departments, multiple business verticals, 18 months of engagement and many great products
Dubai Properties Real Estate Customer Experience Transformation
From signing a SPA, through the journey of becoming a homeowner in Dubai
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.
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
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
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 real estate 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 Real Estate
What is Customer Experience (CX) in the real estate industry?
Customer Experience (CX) in real estate refers to the interactions and perceptions customers have throughout their property buying, selling, or renting journey. It encompasses everything from initial inquiries to post-purchase services.
How can improving CX benefit my real estate business?
Enhancing CX in real estate can lead to increased customer satisfaction, loyalty, and referrals, ultimately driving higher sales and a stronger reputation in the market.
What are some common CX challenges in the real estate industry?
Common CX challenges in real estate include managing customer expectations, ensuring clear and consistent communication, handling complex transactions, and providing personalized service.
How can technology improve CX in the real estate industry?
Technology can improve CX in real estate by streamlining processes, offering virtual tours, facilitating instant communication, and providing data-driven insights to better understand customer needs.
What are the best practices for enhancing CX in real estate?
Best practices for enhancing CX in real estate include offering personalized service, maintaining transparency, providing timely updates, leveraging technology, and actively seeking customer feedback.
How can real estate agents enhance CX for their clients?
Real estate agents can enhance CX by understanding client needs, maintaining open communication, being responsive, providing expert advice, and ensuring a smooth transaction process.
What role does customer feedback play in improving CX in real estate?
Customer feedback is crucial for identifying areas of improvement, understanding customer preferences, and tailoring services to meet client expectations, ultimately enhancing the overall CX.
Can CX improvements lead to increased property sales?
Yes, improving CX can lead to increased property sales by building trust, fostering positive relationships, and creating memorable experiences that encourage referrals and repeat business.
How do I measure CX in my real estate business?
Measuring CX in real estate can be done through customer satisfaction surveys, Net Promoter Scores (NPS), online reviews, and analyzing customer feedback to gauge their overall experience.
What are some innovative CX strategies for the real estate industry?
Innovative CX strategies for real estate include offering virtual reality property tours, implementing AI-powered chatbots for instant support, using CRM systems for personalized service, and hosting customer-centric events or webinars.