Nicola Beausire typographic logo

Keeping your customers

Citroen

Background
Citroën’s enduring presence in the UK market can be attributed to a number of factors; thought provoking designs, inbuilt technological features, value for money and high levels of customer service.

Challenge
To maintain a regular, positive dialogue with Citroën car owners and provide opportunities for Citroën dealers to demonstrate added value in this relationship.

Solution
To develop a comprehensive communications programme using customer magazines, seasonal promotions and audio messaging.

To design and launch a comprehensive motivation programme to encourage dealers to provide exceptional levels of customer service.

Results
Improved levels of customer satisfaction as demonstrated in the annual customer survey and increased customer retention throughout the Citroën dealer network.

The Team

  • Project Management: Nicola Beausire
  • Graphic Design: Direct Design

 

Customer retention

Citroen magazines

Seasonal loyalty magazines and dealer promotions were key to keeping Citroën customers loyal to the Citroën network. In store point of sale material was backed up by dealer driven direct mailing/telemarketing activity to great effect.

 

Motivation programmes

Rally driving Cruise ship

An annual incentive programme was devised to reward high levels of customer service amongst Service Department personnel.

Rewards included flights on Concorde, Mediterranean cruises, driving days and ski holidays – all enjoyed as a team.