In a climate where dealer service visits related to automotive recalls is at an all-time industry high, customer satisfaction has a powerful impact on brand loyalty. Because the client's previous customer satisfaction strategy just wasn't cutting it, we set out to find out where to focus in order to put their business on a new path to success.
The potential to make an impact—on employee engagement and team member training, and ultimately on customer satisfaction—was big. Huge. And along with the opportunity came a colossal level of complexity and countless moving parts—from incentive and recognition program strategy to operations to results. So, we approached it from a big-picture perspective, then worked our way in.
For four straight years (2011–2014), the program has received best-in-class recognition by the preferred provider of aftersales strategic guidance benchmarking for the world’s leading motor vehicle brands.
The program’s strategic communication campaign received a Gold Award (2012) and Platinum Award (2013 and 2014) in the esteemed MarCom International Competition for Marketing and Communication Professionals.
We’ve told you our story. Now hear it straight from those who matter most: the players of the game.