Improvement in leads to conversion ration for a luxury car brand. It was very low in comparison to their competitors due to better customer experience provided by competition.
Approach
Mapping staff interaction at customer touch points in comparison to peer organizations
Identifying process gaps, efficiency opportunities, areas of Moment of Truth for a prospect and areas for improvement
Deliver actionable insights and recommendations to up the conversion ratio
Covering 12 cities with 100 mystery audits per month
Impact
Highlighting processes which were not at par in the areas of need analysis and follow up when compared to competitors
Average Sales across dealerships increased by 10%
Identified “best practices” that can be leveraged among the dealerships to improve overall performance
Increase in process adherence across dealerships increased by 68%
Case Studies
Expectations and aspirations of a customer from a premium brand were identified to build brand loyalty