Clients & Results / Automotive Services Chain
Customer Innovations helped develop a comprehensive set of experience design interventions based on in-depth customer insight. These interventions focused on intentionally DECREASING revenue per visit by 10% in order to enable an INCREASE in visit frequency by 40% and a resulting INCREASE in same store sales of 12%.
These design interventions included:
- Experience development for new visit occasions
- Expansion of value-added referrals to complementary service providers
- Friends and family discounts / pricing
- Changes in manager and employee training and incentive structures.