We elevated service and customer satisfaction throughout all of the car-maker’s customer and dealer centres by creating a new tone of voice and revamping all customer communications.
We ran workshops with senior stakeholders to understand Citroen’s business, brand and values. We analysed customer research to find out how the organisation was perceived. We then developed a new voice to match those values and a suite of communications across the organisation to steer perceptions.
Citroen experienced a 200% rise in positive customer feedback communication.
Satisfied customers rose from 74% to 82% in the first eight months of the program.
The company moved from 6th to 2nd average ranking in the BPA report on automotive call-handling.
A new, more approachable tone and more efficient processes led to better contact centre morale and happier advisors.
Working with the lorries has made a dramatic difference to the way we communicate with our customers. Now we come across as human and helpful at all times. Customers are also friendlier in return.
Alka Sidar - ex-Contact Centre Manager Citroën UK
