Expectations and aspirations of a customer from a premium brand were identified to build brand loyalty


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

  • 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
  • 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%

Read these hand-picked case studies to fully understand
the depth of our Customer Journey Mapping

A continuous check on VM, product placement etc. showed an impressive impact on Customer Engagement and Selling

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Reduced training budget and re-designed SOPs based on Attribute Analysis and CXM

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18% jump in sales for an international decorative lightings brand—achieved through an increase in CSAT score

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