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