Mettersi nei panni degli automobilisti

vntroduced a customer engagement training plan that emphasizes authenticity, empathy, and transparency to a set of pilot dealerships, and after tracking its success with Medallia, Mazda is preparing to provide similar training to all its dealerships.  

Since moving its entire company focus to a customer-centric approach, Mazda has seen an uptick of 2.8% in customer retention, and individual dealerships have observed a positive correlation between employee engagement with the Medallia tool and customer satisfaction.

Source: Customer Feedback Puts Employees in the Driver’s Seat, Medallia Leaders Book

“Credo che Mazda dovrebbe essere un’“azienda di esperienze”, e non solo una casa automobilistica”.

Masahiro Moro

President and CEO Mazda North American Operations (MNAO)

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