{"id":2376,"date":"2021-01-21T13:52:47","date_gmt":"2021-01-21T12:52:47","guid":{"rendered":"https:\/\/bluebirds.partners\/pilotage-dune-strategie-de-customer-satisfaction-efficiency-pour-un-constructeur-automobile\/"},"modified":"2021-04-20T20:27:14","modified_gmt":"2021-04-20T18:27:14","slug":"pilotage-dune-strategie-de-customer-satisfaction-efficiency-pour-un-constructeur-automobile","status":"publish","type":"post","link":"https:\/\/bluebirds.partners\/en\/pilotage-dune-strategie-de-customer-satisfaction-efficiency-pour-un-constructeur-automobile\/","title":{"rendered":"Management of a Client Satisfaction Efficiency strategy for a car manufacturer"},"content":{"rendered":"\n<h3 class=\"wp-block-heading\">Context &amp; Objectives<\/h3>\n\n\n\n<p>Our client is a leading car manufacturer that has launched a strategy to improve customer satisfaction based on data at all levels of its value chain: vehicle design, sales\/after-sales through dealer networks, and the series of vehicles&#8217; lives.<\/p>\n\n\n\n<p>The consultant&#8217;s objective was to support our client in<br>Building a global tool for managing customer satisfaction and deploying the strategy in all of the company&#8217;s key departments.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Procedural approach<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>Development of a data-based customer satisfaction strategy (design thinking, customer journey, the moment of truth, measurement points, etc.)<\/li><li>Implementation of a Big Data platform, specialised in customer satisfaction and based on Data Mesh concepts<\/li><li>Implementation of Data science models (Shapley, Kano, NLP, ML) and the Agile method for the development of visualisation tools<\/li><li>Global deployment and change management<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Results<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>Optimisation and better allocation of guarantee budgets on high impact CSAT subjects<\/li><li>Reduction of the production cycle of a new vehicle due to easier access to customer returns<\/li><li>Gains in engineering productivity thanks to the use of collected data<\/li><li>Implementation of quality War Rooms to process customer feedback following the launch of a new model<\/li><li>Deployment of a CSAT management system in the network<\/li><\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Context &amp; Objectives Our client is a leading car manufacturer that has launched a strategy to improve customer satisfaction based on data at all levels of its value chain: vehicle [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"page-case-study.php","format":[59],"meta":{"_acf_changed":false,"footnotes":""},"categories":[67],"tags":[],"class_list":["post-2376","post","type-post","status-publish","format-standard","hentry","category-auto-mobilite-en","format-case-studies-en"],"acf":[],"_links":{"self":[{"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/posts\/2376","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/comments?post=2376"}],"version-history":[{"count":5,"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/posts\/2376\/revisions"}],"predecessor-version":[{"id":2778,"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/posts\/2376\/revisions\/2778"}],"wp:attachment":[{"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/media?parent=2376"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/categories?post=2376"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/tags?post=2376"},{"taxonomy":"format","embeddable":true,"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/format?post=2376"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}