Challenge

A leading US commercial real-estate company suspected something was off in their customer journey, but couldn't pinpoint the internal gaps or the external issues affecting the customer experience.  

Solution

We stepped in to get to the bottom of it, through deep-dive Scoop interviews with brokers, executives, and existing customers. Our mission? To uncover the pain points derailing their experience, figure out the hacks they were using as workarounds, and spot untapped opportunities to drive improvements.

What did we find? Glaring issues in the customer journey with significant commercial implications. We broke it all down into sharp customer journey maps and backed it up with a service blueprint to reveal how internal operations were affecting the customer experience.

Result

We uncovered clear opportunities to not just fix the customer experience, but also deliver huge operational wins along the way. Think shorter buying cycles, higher deal closure rates, and better retention rates. Now these insights are shaping the future of their digital strategy, informing changes across websites, apps, portals, marketing automation, and internal systems.