IMPACT

Lowe Living is an award-winning property developer and builder who is redefining luxury property, in Melbourne, across their portfolio of off-the-plan apartments and townhomes.

They’re constantly adapting to new challenges, redefining customer expectations and outcomes, to deliver the highest quality contemporary homes in aspirational and lifestyle-focused locations.

OVERVIEW

THINK has been working with Lowe Living since 2021 on an ongoing annual piece, the Brand Equity and Customer Experience Program. This program encapsulates both the luxury townhome and off-the-plan apartment market and Lowe Living’s customers, for a holistic overview of the market.

Lowe Living’s Customer Experience Program was created to measure their customer satisfaction across key stages of the journey. The goal was to identify pain points in a timely manner, covering from the enquiry stage to post-settlement.

As part of the program, THINK also analyses Lowe Living’s brand strengths, performance and perception in the market, via an annual market survey with Melbournians who have purchased or are considering an off-the-plan apartment or townhome. This piece has given Lowe Living a point of comparison against key competitors to understand their position in the property industry.

The program provides Lowe Living with strategic recommendations to solve customer pain points and identifies opportunities for Lowe Living to leverage their reputation and unique offerings to maximise customer satisfaction and project outcomes.

METHODOLOGY

Journey Mapping; In-depth Interviews; Customer Experience; Benchmark; Competitor Analysis; Strategic Recommendations; Tracking; Brand Reputation; Brand Associations

FOR THOSE THAT LIKE THE DETAILS

Visit Lowe Living’s website