Renault: Re-thinking the Dealership Experience

By 3rd June 2017 June 6th, 2017 News & Insights

Congratulations to our client Renault for taking No 1 spot for ‘Best Car Dealer 2016’ as voted for by Auto Express readers!

CGA are delighted to share the results of this recent customer experience poll, click here to find out which manufacturers have the most trustworthy car dealers and which ones are not coming out on top.

Renault is one of the world’s leading automotive and since 2013, Renault and CGA have worked in partnership to ensure that its customer experience proposition matched the needs and expectations of the emerging customer market.  As a CX transformation consultancy our brief was to propose the ideal customer experience to support Renault’s strategic service ambition across all countries. The results are and continue to be phenomenal – as well as consistently high rankings on customer experience polls – Renault is also achieving superior financials. Read our case study and take a look at their recently released top line commercial results.

The dealership experience in general is as old as the car industry itself but whilst cars have changed and continue to evolve and innovate, the retail experience remains much the same. Extending brand relationships to beyond the car is essential in today’s flooded customer market and a strong dealer network can certainly tip the balance in favour of one brand over another. Many brands offer many different models, in addition to countless configurations and the average salesperson at a dealership can struggle to expertly educate shoppers on an increasingly complex number of choices.

CGA has impressive credentials within the automotive industry and has worked on transformation projects with Hyundai, Michelin and Inchcape amongst others. Our economic analysis help our clients to build a robust business case for transformation by quantifying both cost-efficiency savings and enhanced revenue benefits. By systematically measuring and managing a brand’s new customer experience we are able to then link improved customer experience to new commercial value generated.
Talk to us about how we can help you re think your dealership experience

Well done Renault!

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