Gathering insights from across the customer journey drives customer experience for an automotive giant
When VOC is real-time and service recovery is personalised, Customer Experience improves
As a leading automotive brand, our client knows that loyalty to a vehicle brand requires an emotional connection. In the highly competitive automotive industry, how customers feel about a particular brand can often outweigh more logical considerations when making a purchase, and our customer sought to grow this emotional connection through great customer experience.
Through a partnership with Smoke Customer Intelligence, the automotive brand was able to identify the causes of dissatisfaction and implement changes in a way that directly improved customer satisfaction. This, in turn, has helped them achieve sales numbers within the top 5 of all brands nationwide.