BMW Japan + Qualtrics
“With Qualtrics BMW Japan improved NPS 23 points in the first nine months.”
BMW JAPAN ACHIEVED
in <2 days
The special fascination of the BMW Group not only lies in its products and technology, but also in the company’s history, written by inventors, pioneers and brilliant designers. Today, the BMW Group, with its 30 production and assembly facilities in 14 countries as well as a global sales network, is the world’s leading manufacturer of premium automobiles and motorcycles, and provider of premium financial and mobility services.bmw.co.jp
BMW Japan knew that understanding and responding toin-moment feedback from customers at scale would be key to unlocking growth in their market. But the monthly insights they were receiving from customers were more internal KPI analytic driven, not being distributed to employees in time to changecustomer attitudes and behaviour. BMW needed a platform that could help them act on insights in real-time.
How do you build a responsive customer culture?
Understanding and responding to in-moment feedback from customers at scale would is key.
Driving actions from insights
Building a program for the future
The Bottom Line
BMW japan is improving the experience at every turn
Manager, Customer Relations Sales Channel Development, Customer Relations Division
Qualtrics has delivered what we needed from a customer experience platform provider: The technology to measure and turn insights into action for improvements, hands-on support from a local team in Japan, and the ability to easily adapt programs.