Our client, an automotive manufacturer, wanted to improve customer experience with its after sales services in order to increase sales of additional products or services and encourage customers to purchase more expensive items. The effectiveness of different measures needed to be evaluated regarding their impact on customer experience and spend. A further objective was to ensure that centrally defined quality standards were better met by the dealers.
Using the TRI*M Customer Experience methodology, TNS developed action planning workshops at the dealership level. The main drivers of customer retention were individually identified and discussed with staff and management at 40 participating dealerships. The required actions were prioritised according to relevant weaknesses identified by the TRI*M Grid. The individual workshop results and concentration on specific key drivers allowed a clear focus and strong buy-in by the client facing staff. Systematic action planning, based on key drivers and quality standards, delivered the individual actions needed to increase operational efficiency and to meet the required standards.
Precise plans for growth
Implementing the actions developed in the individual dealer workshops further resulted in the defined quality standards being met significantly more often by the dealers in parallel the TRI*M Index for these dealerships increased significantly compared to non-participating dealerships.
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