Join Jason Bradshaw, Director or Customer Experience for Volkswagen Group Australia as he shares how Volkswagen Group Australia Fuses Customer and Employee Experiences.

1. +
The Whole
Experience – How
Volkswagen
Australia Fuses
Customer and
Employee

2. Customer Experience (CX) Webinar Series:
How to Become a CX Leader
WEBINAR #1
Designing a CX program for
business results: 5 core
competencies to live by
Date: 14th February
WEBINAR #2
The Whole Experience: How
Volkswagen Australia fuses
customer and employee
experiences
Date: 14th March
WEBINAR #3
CX diagnostic tool: Assessing
your level of CX maturity
Date: 28th March

3. HOUSE KEEPING
The recording and slides for today’s presentation will be made
available within 24 hours.
Please send any questions via email to sophiel@qualtrics.com

4. Jason Bradshaw
CUSTOMER EXPERIENCE
DIRECTOR, VOLKSWAGEN
GROUP AUSTRALIA

6. Jason
Bradshaw

7. VOLKSWAGEN AUSTRALIA

8. Who is a ’customer’?
Anyone that interacts with the brand

9. Our ’employees’ are..
Team Members who work in
independently owned
Dealerships or who work for
Volkswagen Australia

10. CXMThe Qualtrics model to success

11. Contact
Centre
Operations
Roadside
Service
Customer
IT
Systems
Employee
&
Customer
Insights
CX
Programs
& Loyalty
The Whole Experience
Key touchpoints within one division
Enabling
mobility
Enabling
ongoing
customer
mobility
Enabling
customer
success
through
technology
Enabling
Team
Members
through
knowledge
Enabling the
employees
and
customers
voice
Enabling
experience
innovation,
employee
and
customer
loyalty
Network
Training &
Development

12. An obsession for delivering a
consistently premium customer
experience isn’t achieved with a
‘silver bullet’

13. Our Journey
Create the
Customer
Experience
Division Late
2015
2016
Foundational
Year
Transform how
we measure
customer
experience
Expand our
program to
include Team
Member insights

14. Forum for team members within Volkswagen &
the Dealer Network to share, collaborate and
work on strategies for delivering an outstanding
customer experience
Customer Hero Network

15. Customer Experience
Combines three elements
Success Effort Emotion
Satisfaction
Loyalty & Advocacy

16. Customer Experience Principles
5 easy to understand focus areas
Developed through customer insights
Embedded into everything we do

17. Mandatory Online Training

18. Customer Experience Immersion

19. Dealer Star Ratings

20. Employee Experience
Dealership consultant turnover industry average
of 67 percent
NADA Dealership Workforce Study

21. Our Focus On Team Members
Attracting Talent
Onboarding &
Team Member
Experience
Exit Insights

22. I am Volkswagen
www.iamvolkswagen.com.au
I AM VOLKSWAGEN

23. eNPS
How likely are you to
recommend <insert
dealership> as a
place to work to your
friends?

24. How We Measure Our Impact
Customer
Feedback
Dealer
Profitability
Repeat &
Referral
Business

25. Thank you!
Additional questions to Sophie Langford
Email: sophiel@qualtrics.com