The business issue
This premium European automotive marque understood that customer likelihood to purchase and/or repurchase was highly influenced by the dealership experience at purchase and first vehicle service - not just by the strength of their brand image and product. Dealers were therefore required to implement and comply with certain customer experience standards. The measurement and management of these standards was, however, difficult to achieve cost effectively. Additionally, any customer experience issue resolution was severely delayed due to standard mail-based customer satisfaction surveys having low response rates with the target group (hassle) and KPI reports taking twelve to sixteen weeks to turn around.

The LiveWires™ REM solution
Using LiveWires™, a custom built and branded purchase and service experience measurement and management program was developed, measuring how the thirty dealers were performing against individual and group KPIs. The fully online program regularly achieves an astounding 50% response rate, and has become a key customer experience compliance tool linked to dealer remuneration. Additionally, live customer experience data means issues can now be resolved within hours of them being communicated, rather than months.

Leading international recruitment consultant

The business issue
A leading UK-based recruitment consultant realised that in order to continue its double digit growth, it needed to ensure both its clients and candidates experience of the brand was kept to a very high standard – repeat business and referral being their key business driver. The firm’s consultants were, in effect, the key brand interface. Any measurement and management of the brand experience, therefore, resided in the consultants’ performance from a client and candidate perspective. Because of the frequency of placements (a large part of the business related to contract roles), and the time poor nature of both client and candidate, the company required a feedback system that worked much faster and more efficiently. It also needed the results to be formatted in a way that enabled action-based assessment of a consultant’s performance, rather than reams of data.

The LiveWires™ REM solution
Using LiveWires™ REM we developed a program for clients and candidates to provide feedback on their experience of the firm’s consultants. Management uses the feedback as part of the consultant’s quarterly performance appraisal and development program. The program is fully administered online with respondents invited by e-mail to complete a short survey, results reported live to management and preset action based KPI reports on each consultant and client being able to be downloaded anytime for review or issues management.

New optical retailer

The business issue
This new optical retailer had developed a unique store concept designed to differentiate its brand experience in a highly competitive market. The retailer was on a fast track launch program and needed to pilot and assess the new store concept - and implement changes based on findings - within a 4-week period ahead of a large scale roll-out. With millions of dollars of investment at stake, the pilot store assessment process required statistically valid quantitative customer experience data, as well as qualitative learning. Conventional quantitative methodologies using face-to-face interviews at the store made sense. However, data collection and reporting using these methods would take 4 weeks to turn around. Not fast enough.

The LiveWires™ REM solution
Using LiveWires™ REM on GPRS enabled PC tablets, customers were interviewed as they shopped in the pilot store. Data on their experience was supplied live to management and the store design team. Within days of commencing the study, customers’ store design optimisation recommendations were able to be implemented.