Case Example: Automotive Brand

Situation: Client wanted to facilitate a best-in-class and consistent experience across touchpoints in the customer lifecycle, from awareness of the brand through repurchase. However, they lacked a common understanding of the current state and a unifying vision for the future state. 

Our Approach:

• Formed a cross-functional working team with a focus on the customer experience, developing initiatives to improve the customer experience across the lifecycle
• Developed a current state touchmap, outlining all communications and interactions with customers across the entire organization and dealer body
• In partnership with the organization, designed the ideal future state vision for the customer experience at the OEM and dealer levels, complete with and customer journey map and storyboards illustrating the experience for various customer segments
• Developed employee engagement and training programs

Results:

• A streamlined, integrated and holistic approach to customer experience
• Measurable and marked improvements in both Customer Service Index (CSI) and Sales Service Index (SSI)
• Project approach, framework and enablement guide embraced by global organization and rolled out worldwide