“Thanks to the implementation of the qualtrics platform hand in hand with Vocé, we have changed that simple approach we had to motorcycle production and marketing to focus on customer experience and satisfaction.”
Yamaha achievement
- Redesign 100% customer-driven commercial approach.
- Improve responsiveness by 80% to make changes.
- Measure overall customer satisfaction in real time.
The Challenge
Yamaha, a leading motorcycle brand, was looking to redesign its commercial approach to focus on customer experience and satisfaction. Its traditional system, based on general metrics, did not provide the information needed to understand individual customer needs and expectations.
The solution
Yamaha in the company of Vocé implemented Qualtrics, the best technology to measure the customer experience (CX). Vocé’s support allowed Yamaha:
- Centralize customer information: Collect data from various sources on a single platform.
- Analyze data in depth: Obtain valuable insights into customer behavior and preferences.
- Personalize the experience: Segment customers and create personalized experiences that are tailored to their needs and expectations.
- Measure impact in real time: Monitor customer satisfaction in real time and make adjustments to strategies to optimize the experience.
Results obtained
Thanks to the implementation of Qualtrics with Vocé, the following results were achieved:
- Rediseño del enfoque comercial: Yamaha pasó de un enfoque centrado en la producción y comercialización a uno centrado en la experiencia del cliente.
- Mejora en la capacidad de respuesta: La empresa logró una mejora del 80% en la rapidez con la que responde a las necesidades y expectativas del cliente.
- Medición en tiempo real: Yamaha ahora puede medir la satisfacción del cliente en tiempo real, lo que le permite tomar decisiones más informadas y estratégicas.
- Mayor participación de los colaboradores: Los equipos tienen acceso a la plataforma Qualtrics, lo que genera un mayor conocimiento y compromiso con la experiencia del cliente.
Lessons learned Incolmotos Yamaha + Vocé + Qualtrics
- Investing in technology to improve the customer experience can generate a significant return in terms of satisfaction, loyalty and profitability.
- Es fundamental contar con una cultura organizacional orientada al cliente y comprometida con la mejora continua.
- La colaboración entre diferentes áreas de la empresa es crucial para el éxito de cualquier iniciativa que impacte la experiencia del cliente.
How can your company leverage technology to improve the customer experience?
