Client: Global Car Manufacturer

Aim

To introduce a new Customer Relationship Management process across 35 retail sites to improve customer satisfaction and increase profit opportunities. To move up the JD Power customer satisfaction table by 5 points.

Solution

Partnered key stakeholders to understand their challenges
Delivered keynote speeches at launch events to engage key influencers
Designed and delivered a series of interventions for teams and individuals to build knowledge, skills and behaviours, including:

Leadership Development Modules
On the job 1:1 Coaching
Team Skills Training
Facilitating Workshops and Feedback Clinics
Regular Review Meetings and Continuous Development Needs.

Outcome

Average 15% increase in hours sold for after-sales, 10% increase in first service appointments and a huge increase in generating warm leads for sales, as well as an 11 point rise in customer satisfaction.