case 1: CXM to achieveing above average financial successes through engaged customers

Initial Situation:

  • Support of selected dealerships aof a car manufacturer to improve cusomer engaement, loyalty and reference by a Customer Experience Management program
  • In line with an international initiative dealers shall be supported to create an agole corporate culture and to achieve above average financial successes through unique USP`s 

What was done:

  • Preparation of management and team for a team member engagement survey.
  • Agreeing company specific goals
  • Executing of specific and suitable initiatives, such as short training sessions, leadership and team trainings, follow-on coaching sessions.

Time required: One day meetings, including short trainings and coaching sessions, monthly for approx. 6 months


Methodes used:

  • Team mamber survey
  • Leadership and team trainings, such as Positive Leadership, Communication, Team Building, Team Interfaces, Giving Feedback, Resolving Conflict
  • Large and small group moderation
  • Coaching of leadership and teams

Lessions learnt:

  • The combination of short trainings followed up by coaching sessions proved to be very effective to tarnsfer the knowhow of the trainings into daily practice. 
  • Key for success is highest leadership support and active involvement.

Results: 

Imprived leadership skills, attitudes and behaviors, resulting into measurable improved team engagement (acc. to team survey), to imprvoved consumer survey results, to measurable improved consumer engagaement, ie. loyalty and reference