TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Strengths Opportunities Barriers Business Outcomes Cognitive effort on the billing process/touchpoint drives the perception of being overcharged causing customers to seek external servicing when “out of warranty”. ⬆High lead time for service appointment and service TAT during specific peak seasons in the year, affects both booking of service appointment as well as delivery of vehicle post service. High physical, time and cognitive effort seen. ❌Poor systemic response to root cause analysis at dealer level, therefore persistent repeat occurrences of issues, considered “solved” earlier. The company launched newer models meant for young, urban, HNI women but post purchase experience still aligned to earlier TG (older, affluent men). High dissonance between pre purchase and post purchase experience, leading to a poor propensity to recommend.
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