The side of a luxury car speeds down the highway with a cityscape in the distance

Elevating CX Nationwide

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.

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