Saudi Gigaproject
UHNW Customer Journey & Sales Process Engineering
How do you design a customer journey for UHNW people who have spent a lifetime making themselves unreachable?
Challenge
How do you build a customer journey that earns generational advocacy from Saudi UHNW families?
Insight
Saudi UHNWs operate on a unique axis of privacy and prestige. Influence doesn’t travel through advertising, it travels through trust networks that outsiders rarely see. Niki’s customer journey research produced 100 pages of psychographic intelligence, mapping the relationships between regional UHNW families and identifying connections the major wealth databases had missed. The finding was clear: you can’t sell a plot of land to this audience. You have to design a customer journey that makes ownership feel like a natural extension of who they already are.
A productised customer journey guiding customer experience touchpoints across the UHNW funnel.
5
Step Sales Process
Headline results from a 52-touchpoint Saudi UHNW customer journey redesign
Headline lessons in luxury social media content strategy from six years of optimisation
The complete customer journey playbook – from first awareness to multi-generational referral.
52
Touchpoints
Identified partners & proposed mutually beneficial ‘customer first’ collaborations.
+100
Partners
Brand:
Saudi Arabian Gigaproject
Industry:
Real Estate
Private Clubs
Skills:
Customer Experience Strategy
UHNW Psychographics
Sales Process Engineering
Event Strategy
Led by:
Niki McMorrough
Location:
Saudi Arabia
How did a simple system transform a 52 touchpoint customer journey into a self-sustaining advocacy loop?
A status-linked referral system built on 100 pages of UHNW intelligence. Following a full internal sales audit, we designed a 5-step customer journey to power advocacy across 52 touchpoints. The resulting playbook gave the in-house team clear scripts, sales process instructions, and 100+ partnership proposals, ranked by Saudi UHNW engagement data & ready to activate on their own terms.
“Well-considered customer experience recommendations were grounded in evidence & tailored to our context.”
“In the world of audience identification and customer journey & experience mapping, Niki is one of the best.”
The full results of this UHNW customer journey engagement are confidential. To discuss how our head, heart, hands approach can help your brand, use the form to get in touch.
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Influence among Saudi UHNW families doesn’t travel through advertising, it travels through trust networks. We map those networks the way other agencies map ad placements: who they trust, where they gather, from Mayfair to Riyadh. That intelligence is what makes a customer journey resonate rather than rebound. If you’re selling to UHNW audiences, let’s discuss the right way to do it.
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Yes. A 52-touchpoint customer journey isn’t a testament, it’s a living framework. Rational architecture for scale, room for intuitive improvisation when UHNW imagination needs to be captured in the moment. If your project is moving faster than your CX can keep up with, that’s a problem worth talking through with us.
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Senior, considered and direct. Partner-led from the first call, with specialists added where useful. We bring the strategic clarity and creative discipline your affluent brand project needs, without the agency ceremony. If you’d like a clearer route from brief to result, let’s talk.