DATE
Customer experience
Assisting a real-estate developer in the design of its customer journey
Challenge
- The client was facing decreasing customer-experience indicators during the building time-lapse
- The customer journey was split between several divisions, and each geographical area didn’t apply the same processes
- Customer satisfaction was not of interest to most of the client’s employees
- Arthur D. Little was asked to:
- Audit the current customer journey and map the moment-of-truth and pain points
- Design a target for the customer experience
- Build a detailed action plan bridging the gap between the current situation and the target CEX
Approach
Arthur D. Little’s approach was structured as follows:
- Conduct two focus groups with the two segments of customers in two different locations
- Interview more than 30 employees from all positions
- Identify customers’ expectations, define corresponding CEX objectives
- Co-construct a 3-year action plan split into 8 workflows, with quick wins and flexibility to account for regional specificities
- Animate a workshop with all regional directors to change the mentalities and focus of the managers
Value
- The top management was convinced and recognized the opportunity for differentiation based on CEX
- The client opened new positions to implement Arthur D. little’s recommendations, both in the headquarters and at a regional level
Customer experience
Assisting a real-estate developer in the design of its customer journey
DATE
Challenge
- The client was facing decreasing customer-experience indicators during the building time-lapse
- The customer journey was split between several divisions, and each geographical area didn’t apply the same processes
- Customer satisfaction was not of interest to most of the client’s employees
- Arthur D. Little was asked to:
- Audit the current customer journey and map the moment-of-truth and pain points
- Design a target for the customer experience
- Build a detailed action plan bridging the gap between the current situation and the target CEX
Approach
Arthur D. Little’s approach was structured as follows:
- Conduct two focus groups with the two segments of customers in two different locations
- Interview more than 30 employees from all positions
- Identify customers’ expectations, define corresponding CEX objectives
- Co-construct a 3-year action plan split into 8 workflows, with quick wins and flexibility to account for regional specificities
- Animate a workshop with all regional directors to change the mentalities and focus of the managers
Value
- The top management was convinced and recognized the opportunity for differentiation based on CEX
- The client opened new positions to implement Arthur D. little’s recommendations, both in the headquarters and at a regional level