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95% of Auto Dealers Reach Customer Service Goals After Product Launch

Customer Loyalty Case Study AUDIENCE 150 dealer principals

OBJECTIVES

“We trust ITAGroup will deliver travel programs that meet the high standards of our dealer principal travel programs.” -Client Executive

Improve customer service Launch new product Re-engage dealer principals

RESULTS New model orders surpassed pre-program estimates.

Customer Satisfaction

70.21%

achieved goal

Learn more of our story at

www.itagroup.com

Strategies & Tactics Strategy: Target behaviors that impact customer satisfaction indexes. Tactic: ITAGroup designed, communicated and implemented a top-achiever incentive that rewarded behaviors that helped reach a specific customer satisfaction index score. Strategy: Connect new model sales opportunities to improved customer service. Tactic: The client administered customer satisfaction surveys about the purchasing experience throughout the program, and dealerships achieving the customer satisfaction goal were able to sell the new vehicle in advance of other dealerships. Strategy: Provide the dealer principal with a hands-on opportunity to get to know the new vehicle. Tactic: Principals at the highest performing dealerships earned an award/launch trip to Hawaii. The trip included a one-of-a-kind, “ride-and-drive” experience in the mountains of Maui.

About ITAGroup Business is driven by loyalty. ITAGroup drives that loyalty with a comprehensive range of loyalty solutions. We combine incentive programs, rewards and recognition, group travel and event management to engage employees, motivate channel partners and ignite customer devotion. And we rely on traditional business values like hard work, integrity and great customer service to make sure our clients are successful.

ITAGroup®, the associated design/logo and Driven by Loyalty® are registered service marks of ITAGroup, Inc. All rights reserved.


Auto Dealers Reach Customer Service Goals