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Case Study 3 Real Estate Sector: Understanding Customer Experience and creating new benchmarks
The client organization is professionally managed real estate construction firm having multiple projects serving a wide customer segments. The organization wanted the customers to experience the brand as it was communicated and it had elaborate process while attending to the customer at various touch points. KSMC was invited to address the experience of its walk-in customers at one of the projects spread our five weeks.
The project associates from KSMC worked on the various touch points to understand and get a first-hand feel as a customer. The insights helped KSMC research team to develop parameters to evaluate the customer experience while ensuring that the same is substantiated with the qualitative feedback from the study.
To execute the project, KSMC adopted Mystery shopping route to understand the actual customer experience. In the next six weeks, the research team went through testing and validating the research tools to delivering week on week research findings to the client organization. The inputs have enabled the client organization to look at the opportunity to build people skills and input to brand communication.