Crafting a Premium Customer Experience
Automotive company boosts customer acquisition and loyalty with customer experience assessmentDOWNLOAD
This large, automotive company had achieved a strong competency in marketing, selling and servicing its core vehicle models. However, in preparation for the launch of a new sedan model that would largely have a different customer base than core models; they wanted to confirm its dealerships were effectively delivering the desired customer experience.
Deloitte LLP was engaged to help them in their efforts to capture the customer perspective data necessary to confidently communicate improvement needs and recommendations to dealers in time for the launch.
Our client seized the opportunity to conduct a complete customer experience assessment, to validate perceived strengths in core areas and define improvements needed to allow the effective launch of its new model. We helped our client execute the project over four phases:
The project resulted in a detailed implementation plan that is designed to reap the following benefits: