Engaging with customer from day one

“During tough economic times, your existing customers are more important to you than ...
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Welcome To Brand Case Study

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Building loyalty all starts with the Welcome to the brand (WTB) call.

This service was implemented for one of our automotive clients in 2006 and resulted in an increase in their customer satisfaction score of 21%.

Published in: Automotive, Business, Education
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Welcome To Brand Case Study

  1. 1. Engaging with customer from day one “During tough economic times, your existing customers are more important to you than ever” A quote from a recent article entitled “Customer experience in challenging times” written by Lior Arussy in mycustomer.com. Providing experiences that match you brand values will differentiate your from the competition and will improve loyalty to your brand. Percepta’s customer lifecycle management service focuses on this very point where each stage is about building loyalty. But it all starts with the Welcome to the brand (WTB) call. This service was implemented for one of our automotive clients in 2006 and resulted in an increase in their 1 customer satisfaction score of 21%. The WTB call primary function is to start the process of building a strong tie between the customer and the manufacturer by thanking the customer for purchasing the vehicle and welcoming them to the brand or staying with the brand. By engaging with the customer proactively at an early stage through this non pressurised call we were able to: • make the customer feel valued by providing them with one point of contact for any future concerns/observations; • ask questions on their experience to date and can resolve any small niggles before they become major problems; • clarify the customer’s preferred method of communication and • update customer data. But it doesn’t stop there…….. We then feedback the data captured to our client to enable them to make important business improvements such as changes to dealer processes, product quality, pricing. Our client has found this procedure to be a crucial element in improving loyalty to their brand as it provides them with information on the customers’ entire journey with them from their first purchase to re-purchase. 1 Customer satisfaction scores are collected using an independent surveying process. a satisfaction survey is sent out to each customer with each question having a weighting between 1 and 10 (1 being the worst, 10 being the best). Question 7 in this survey asks the customer to rate their intention to re-purchase another vehicle Percepta is a global customer contact specialist talking to over 10 million people across the world on behalf of organisations such as Jaguar, Land Rover, AGCO, Automotive Associations, Helm, Volvo, Ford and Mazda. We partner with you to build trust in your brand, through the contact we have with your customers, at every stage of the customer journey.

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