Integrated Customer Journey Roadmap
Building the foundation for a luxury home-buying experience
Building a house is both exciting and stressful, especially when it’s your dream home. So this Fortune 500 home builder wants to make the process as seamless as possible. RevGen helped the builder better understand all phases of the customer experience and developed a roadmap to integrate the various customer touchpoints along the building journey.
For decades, this builder has made families’ dreams come true by building high quality, luxury homes. Along the way, they earned a reputation as one of the most trusted brands in America. However, building a home is an incredibly complicated process with a myriad of decisions, dependencies, and systems that all interconnect. The builder realized that they were struggling to guide customers through this process and that the customer experience wasn’t living up to their reputation for quality and luxury.
To develop a high-quality customer experience in keeping with their brand, the builder recognized they must first:
Together with RevGen and a consumer research firm, the builder conducted customer experience research and interviewed prospects and customers at various points along the building journey. These observations were distilled into findings that highlighted the customer sentiment throughout their journey.
From these findings, RevGen created a map of the current customer journey, highlighting ongoing activities, interactions with the builder, points of frustration, and customer aspirations. Then, through a series of workshops, RevGen guided the builder in addressing customer frustrations and developing a future state customer journey map. In particular, fragmented digital tools and information sources are replaced with a portal to guide customers through each step in their journey.
RevGen provided the luxury builder with everything they need to engineer a quality customer experience aligned with their luxury brand, including: