Customer Experience programs launch Major Luxury Auto Manufacturer to new levels of satisfaction

Business Challenge

Seeking to close the gap between their luxury vehicles and the dealership customer experience, a major automobile manufacturer partnered with Strativity with the goal of designing and implementing exceptional customer experience across the entire US dealer network (364 Centers).

Path to Change

Launching a tailored “CX Evolution” program for the manufacturer, Strativity created a full complement of materials, including an easy-to-use CX Workbook – designed to provide Center personnel at all levels with a practical guide for bringing their CX strategy to life during every customer interaction. In addition, in 2018 we completed a series of Center Leadership training events across the USA and subsequently began our in-dealer training activities.

Results (so far)

The currently active training program is the highest rated for the manufacturer in North America’s history with over 94% of dealers reporting that they are “highly satisfied” with both content and delivery. Strativity’s work has touched over 10,000 employees and impacted hundreds of thousands of customer interactions to date. A 2019 MotiveQuest study of online conversations in the US specific to the Manufacturer + “Customer Experience” showed a 30 point improvement in OPS since the program inception.