Revolutionising Marketing Suites for Enhanced Customer Experience
At Vistry Group, we were entrusted by the customer experience director to embark on a groundbreaking project. Our mission was to create an unparalleled marketing suite experience from scratch for each of Vistry’s house brands. The objective was clear: utilising customer insights, staff feedback, and the unique strengths of each brand, we aimed to design tailored customer journeys and experiences that would entice new customers away from competitors, thus expanding Vistry Group’s market share.
In-depth Discovery and Strategy Development
To kickstart the project, we initiated a comprehensive discovery process to understand Vistry’s current customer experience landscape and associated systems. A key focus was on evaluating and enhancing the user experience (UX) for each brand. Through a meticulous review of competitors’ websites and Vistry’s existing sites, we swiftly identified the challenges and opportunities that would form the foundation of our strategy. Our findings served as a compass, guiding us towards delivering a visionary approach.
Leadership Coaching and Empowerment
As part of our partnership with Vistry, we took on the responsibility of coaching leaders within the customer experience team. Our aim was to equip them with the necessary skills in design thinking and product development. By nurturing their capabilities, we fostered a culture of continuous improvement and innovation, enabling them to lead their teams effectively. Vistry’s commitment to offering customers a range of choices and options across their brands made this coaching initiative all the more crucial.
Fine-Tuning Options and Mapping Brand Offerings
As part of our collaboration, we meticulously mapped out the current array of options offered by all Vistry brands. This exercise allowed us to gain a comprehensive overview and identify areas for refinement. By fine-tuning the available options, Vistry ensured that their customers could enjoy a personalized experience tailored to their preferences and requirements.
