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.



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