Repeat
partnerships with Concord London
Marylebone Square & W1 Place
Challenge
Two prime central London developments required a highly tailored Customer Care and Experience for high-net-worth purchasers. A diverse international buyer profile meant communication, completion and aftercare processes needed to accommodate varying expectations and cultural preferences across both schemes.
Response
Conductor CX integrated with the client and contractor teams to deliver a bespoke CX and Customer Care strategy. Purchaser segmentation enabled tailored communication plans, coordinated completions and structured aftercare management, ensuring seamless communication and care for residents across both developments.
Impact
The approach delivered a highly personalised customer journey while providing the client with confidence that complex completion and aftercare processes were professionally managed. Tailored service strengthened purchaser satisfaction, enhanced Concord London's reputation and supported future sales activity.
