Growth Sprint with Tenda Construtora
Explore the journey of enhancing customer experience at Tenda Construtora.
Introduction
This is a tale of a meticulously crafted and executed growth sprint for Tenda Construtora, a renowned name in the real estate sector in Brazil. Invited by the prestigious Bluefields Aceleradora, I embarked on this journey to address a significant challenge and contribute to the enhancement of Tenda's customer satisfaction and loyalty. This narrative unfolds the detailed steps, strategies, and insights that marked this successful endeavor.
Challenge
Tenda Construtora, a leading real estate company, was facing a complex challenge. The quest was to substantially enhance their Net Promoter Score (NPS) within six months post-key handover to their clients. The multifaceted nature of this challenge encompassed diverse areas, from customer service intricacies to the quality of the delivered units. The compelling need to bolster the NPS, a crucial metric reflecting customer satisfaction and loyalty, presented an exciting and significant problem to solve. The potential to make a meaningful impact on customer experience and satisfaction made this project not just essential but also exhilarating.
Solution
The crafted solution was a Growth Sprint Workshop, a beacon of innovation and strategic thinking. The workshop was a harmonious blend of structured phases, ensuring a comprehensive and effective approach:
Introduction and Alignment: The workshop commenced with an introduction to real-world examples, setting a robust foundation for understanding the potential impact of well-structured hypotheses. This phase ensured alignment, focus, and a unified vision among the team members.
Identification of Challenges and Brainstorming of Hypotheses: Participants were divided into dynamic groups, engaging in vibrant discussions to identify the core challenges in the post-occupancy phase. The brainstorming session was enriched with strategically framed questions, ensuring the conversation remained centered on enhancing the NPS.
Prioritization of Hypotheses Using ICE Score: The hypotheses underwent a rigorous evaluation based on the ICE (Impact, Confidence, Ease) Score. This methodical approach ensured the selection of the most promising, impactful, and feasible hypotheses for further exploration and execution.
The workshop was a collaborative and interactive endeavor, marked by active engagement, insightful discussions, and a seamless flow facilitated by the use of tangible tools like post-it notes for listing and voting.
Conclusion
The conclusion of this project journey is marked by a significant and positive impact. The workshop's success is reflected in the impressive metrics: a 93% response rate, a stellar NPS of 93, and high satisfaction scores for both the facilitator and the content. The feedback and learnings garnered from the workshop are invaluable, laying a solid foundation for Tenda Construtora's continuous journey towards enhancing customer satisfaction and loyalty.
This project is not just a celebration of success; it's a testament to the unwavering commitment of Tenda Construtora and the exceptional expertise brought in by Bluefields Aceleradora and myself. It showcases the power of innovative thinking, strategic planning, and collaborative effort in transforming challenges into victories, ensuring an enhanced and satisfying customer experience, and continually striving for excellence in every facet of operations. The journey continues, marked by learning, growth, and an unyielding passion for achieving and exceeding customer satisfaction and excellence.