Automobile
Challenge
A leading Automobile brand was about to launch a new variant. This variant catered to a new customer segment for the brand. Challenge was design and implementation of SOP that was attuned to interaction and behaviour of a different SEC group
Approach
- The first aspect was to understand the Target Market’s expectations from the brand.
- SOP Design: Attribute research was carried out to design the SOP’s. Objective was to provide a personalized customer experience for each customer persona
- Customer Experience Mapping: Periodic customer experience audits to measure adherence to new SOP were carried out
- Dealer wise action planning: Micro level action planning for each dealer based and tracking of closing of issues
Impact
- 26% increase in sales over industry average over a period of one year
- JD power rankings improved significantly