Automotive ServicesCustomer Analytics / Voice of Customer

Customer Analytics Transformation

National Auto Service Provider|National Multi-site Operator
$100M
Revenue impact
+2.5%
YoY growth in treated stores
270
Stores transformed
12K
Customer surveys

The Challenge

Needed to identify CX drivers across a large store network and translate customer insights into retention and revenue growth actions.

customer analyticsvoice of customerretentionloyaltystore networkKPI trackingoperational rollout

The Solution

Segmentation + KPI Design + Pilot Deployment + Activation

  • Customer segmentation
  • KPI definition
  • Research design
  • 270-store pilot
  • 12,000 surveys
  • Training and optimization

The Results

Built a national CX management program and linked customer analytics to revenue growth.

$100M
Revenue impact
+2.5%
YoY growth in treated stores
270
Stores transformed
12K
Customer surveys

Functional Areas

Customer ExperienceRetail OperationsRevenue Growth

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Sound Familiar?

This Case Study May Be Relevant If You're Saying...

1

"We need retention insights across many locations"

2

"We need a VOC program"

3

"Store performance is uneven"

4

"CX issues are hurting revenue"

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