Automobile
Challenge
To identify the aspirations and expectations of target group and re-engineer a leading automobile 2 wheeler brand’s existing customer experience process at showroom/ service centers
Approach
- Personal interviews and Telephonic interviews conducted with 3000+ TG respondents across 15+ cities from Metros to Tier 3 cities
- Customer Journey Mapping – Mapped for semi-premium/ luxury brand (automotive and non-automotive segments) right from brand perception, store entry to exit including purchase
- Customer’s perception/ experience analysis to identify the expectations and aspirations for brand loyalty and future purchase
- Triangulate on must-have trigger points which could be adopted by the brand
Impact
- 15% shoot up in NPS for including two Identified trigger points in the purchase process
- Re-aligning service process in-order to shorten the waiting period by 40%
- Increased existing customer satisfaction by 30%