Improving Customer Satisfaction and Experience for the French entity of a leading leasing company
Context
Our client, the leading full service leasing company in France, is part of a banking group that has made "customer centricity" and "customer satisfaction" key issues for all its entities. The French entity aims to improve the experience and satisfaction of its customers (fleet managers and drivers) in all its markets (Key Accounts, Medium and Large Companies, Public, SME, etc.).
Objective
VERTONE was commissioned to develop a strategy and action plan aimed at improving customer experience and satisfaction throughout the customer journey, and across all the markets of this market leader in long-term leasing.
VERTONE contribution
Identification, for each customer type, of the existing level of satisfaction and the main pain points at each key stage of the customer journeys. Elaboration of 15 personae for all market segments and construction of a set of target customer journeys leading to improved customer experience and satisfaction. Co-construction of an action plan aimed at addressing the main pain points at vehicle delivery or return, throughout the life of the contract, or at reporting level .... Implementation of an on-the-spot measurement of satisfaction and a short loop for dealing with dissatisfaction. To find out more, contact our team
