Capability Building

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Customer Experience

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Service Design

Equipping a global scale-up with CX capability

We equipped a property company to deliver consistently superior customer experience in the face of rapid growth.

Context

We worked with a global leader in co-living – an innovative concept that creates new residential spaces within city centres. They had recently closed a significant investment round, and in the face of rapid expansion that would subsequently follow, wanted to establish a framework for rolling out consistent customer experiences across their ever-increasing property portfolio.

Service improvement sprints

Building on internal efforts to identify and document customer pain-points, we established a framework to rapidly test, validate and implement service improvement initiatives. Using a hybrid methodology of lean process improvement and service design, we identified several initiatives and documented them to be rolled out as new locations opened. Working as an extension of the core team, we were able to implement re-usable processes and to establish a CX capability at the heart of the organisation.

Impact

  • Service improvements captured and rolled-out to existing customers, improving customer advocacy and internal efficiency
  • Design sprint methodology captured and transitioned to internal teams for ongoing service improvements
  • CX processes and capabilities established internally to continue service improvement work