A breakthrough in customer experience, meant starting the engines in their own culture. We guided MAZDA Europe throughout this incredible journey.
Next to amazing car design, the success of MAZDA is to a great extent depending on what customers experience at the dealers. Raising the (experience) bar within the dealer community, needed to start with engagement of all dealer principals. To set the best possible example, the Executive Committee of Mazda Motor Europe decided to transform the entire internal organisation across Europe first.
What we did?
A tailor made extensive Reverse Journey with:
→ Reverse Blueprint development, producing a powerful purpose, the Mukainada spirit!
→ Reverse Blueprint activation with Blueprint videos, visualizing the brand essence and intended brand experience
→ Development of a leadership community through intensive Leadership Journey & Tracks trainings for senior and middle management
→ In-depth transformational Leadership Journey, focusing on bringing the Reverse Blueprint to life
→ Customer experience guidance for dealer community Mazda Europe
→ Effectively cast, train and guide 100+ internal trainers (Mazda Culture Transformers)
→ Actively immerse and engage 1.500 Mazda Europe co-workers
Look at that!
→ Transformed from a leading manufacturer to a customer experience leader
→ Improved NPS and eNPS
→ Increased market share contributed to 30% year on year growth in sales
→ Growth in brand awareness
→ Sustainable boost in internal engagement (year on year)
→ Activated a whole brand by focusing on the Top 30 management, 130 European managers, 84 internal trainers who reached 1.500 employees in the European head offices and all employees in 1.600 dealerships (10.000+) in the Benelux, Spain, Italy and the Nordics.
