Customer stories

Villa World

Blirt have collaborated for many years on customer experience strategy to deliver a reinvention of the brand and a strong sales, marketing & service program.

Who is Villa World

Established in 1986, Villa World is an ASX300 property company and one of Australia’s largest housing providers. Developing more than just land or homes, Villa World creates the complete master planned address.

The Challenge

Villa World approached Blirt to assist in the reinvention of the customer journey.

With a passion to deliver outstanding customer experiences, Villa World embarked with Blirt on a journey of transformation in sales & marketing performance.

The Solution

Blirt developed a research based approach to improving the customer experience.

Blirt conducted a detailed customer research program to understand brand perceptions, advocacy across the customer journey, service experience and purchasing drivers. From the researched we advised on a series of changes and new communications.

The Outcomes

Together with a new senior management team at Villa World, the strategy has driven outstanding outcomes with:

Increased clarity in advocacy, purchasing drivers & communication requirements
Implementation of an omnichannel digital marketing program
Approx 30 point lift in NPS within 12 months
Growth from 400 sales to over 1,500+ over 3 years
Implementation of redesigned retail based sales centre.
300% Sales Growth Over 3 Years
Marketing Automation Implementation of Pardot Marketing Automation
Redevelopment of website platforms and new websites with complex integration to Salesforce CRM

Sales Growth Over 3 Years

Projects Completed For Villa World

Creative Strategy - Video & TVC

Blirt have provided strategic input into Villa World’s creative strategy, co-created and/or produced many digital creative works for online and television as a part of the customer experience program.

Web & Digital Advertising

Blirt have provided creative strategy, web development and digital advertising for Villa World.

This includes development of principle web assets such as the corporate website, landing pages, digital creative and marketing automation programs.

Salesforce: Sales & Marketing Automation

Blirt have been one of many partners supporting Villa World on their Salesforce journey.

Blirt’s work has focussed on the CX requirements across sales & marketing automation.

Retail Environment - CX & Design Centre

Blirt have provided strategic direction on the creation and implementation of sales environments.

The principle work was to design a sales environment within the constraints of a display home whilst maximising the customer experience and integrating the journey with CRM, brand messaging, project positioning and sales communication requirements.

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“Villa World’s partnership with Blirt has proven to be extremely valuable in developing a strategic sales and marketing road map that has seen the adoption and implementation of numerous marketing practices and platforms that have helped transform the business. Blirt offer a rare combination of strategic intelligence and technology execution that drives better customer experience and improved marketing ROI.”

– Villa World

The Results

Villa World are a brand who can be best described as a wonderful turn around story.

Blirt are honoured to have been able to be a part of that journey.

Villa World have set out to make customer experience a competitive advantage.

The results speak for themselves as the Villa World business has more than tripled sales over a 4 year period and demonstrated continued customer satisfaction and established themselves as an employer of choice within the industry.