Automobile

Significant revenue impact by implementation of consumer persona based sales process Client and Challenge

A leading automobile brand was about to launch a new variant. This variant catered to a new customer segment for the brand. Challenge was design and implementation of SOP that was attuned to interaction and behaviour of a different SEC group

Approach

The first aspect was to understand the Target Market’s expectations from the brand.

  • SOP Design: Attribute research was carried out to to design the SOP’s. Objective was to provide a personalized customer experience for each customer persona
  • Customer Experience Mapping: Periodic customer experience audits to measure adherence to new SOP were carried out
  • Dealer wise action planning: Micro level action planning for each dealer based and tracking of closing of issues.
Impact
  • 26% increase in sales over industry average over a period of one year
  • JD power rankings improved significantly