How to create the ultimate customer experience: The Inchcape Story
On 11th September, Ken Lee, Group Communications Director, Inchcape PLC, took an invited H2X audience through the Inchcape Story. He talked about how Inchcape are progressing against their vision "to be the world's most customer centric automotive retail group" through "creating the Ultimate Customer Experience for their customers and brand partners." Inchcape are the the world's largest automotive retailer - they sell a car somewhere in the world every two minutes!. The following are some of the edited vidoe highlights:
Magic Moments & Brilliant Basics
Inchcape designed the ultimate customer experience by focusing on brilliant basics and magic moments through their customer journey. This is absolutely in line with H2X's approach to experience design. Learn more...
Inchcape Analogy
Inchcape use their heritage and the Inchcape Lighthouse to define their brand to their people and inspire them to achieve great things.
Customer First:The Inchcape Advantage
How do they do it? Inchcape's programme to deliver the Ultimate Customer Experience.
Getting it Done - Measurement
The experience is absolutely aligned with what customers value and what drives value in the business. It is driven and monitored consistently across the world through metrics.
Inchcape Background
Inchcape operate in 27 countries across the world and represent most of the major car brands. Their unique business model has made them very successful, even in these tough times. Find out more...
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