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

The Ultimate Experience

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 “The Ultimate 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 the easy-to-use “Ultimate CX Workbook” – designed to provide Center personnel at all levels with a practical guide for bringing “Ultimate CX” 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.

More CX and employee experience case studies

E-On20190703222449

E-On

Mastering internal Customer Experience with E-On

National Performing Arts Center20190703214954

National Performing Arts Center

Increased employee alignment & commitment for National Performing Arts Centre

Novo Nordisk20190703221751

Novo Nordisk

Making changes to deliver exceptional patient experiences with Novo Nordisk

Honeywell20190703214949

Honeywell

Customer satisfaction increases for Honeywell

Royal Carribean20190703214958

Royal Carribean

Empowering Employees and Customer Satisfaction at Royal Caribbean

AmeriGas20190703223702

AmeriGas

Renewed focus on Customer Experience for AmeriGas

The MET20190703223919

The MET

Customer Experience blueprint for The Metropolitan Museum of Art

Mercedes-Benz20190715174831

Mercedes-Benz

Customer Experience transformation for Mercedes-Benz

Step 1 of 4

25%
  • How Can We Help?

    Tell us a little bit about yourself (in 30 seconds or less) and we'll tell you how we can help accelerate your success.