Today, people’s lives are as turbocharged as Volvo’s vehicles. In a transforming automotive industry, customers simply don’t have the time, desire, nor incentive to complete long satisfaction surveys. The challenge for Volvo has been to shift gears. Instead of focusing on top box scores, the business saw an opportunity to identify and capitalise on key drivers of great customer experience.
The Fast Lane to Success: Inside Volvo’s Award-Winning CX Action Planning Module