2023 - 2025
BMW | Customer Focus Program
Innovation
Culture
Challenges
Transform the customer experience in light of the brand's premium values, shifting the focus from the product's features to the customer's needs and experiences.
Um pequeno sub-título de apoio
Espaço para maior descrição
Amplification
Design and implementation of the Customer Focus Program, involving all BMW, MINI, and MOTORRAD concessions, as well as BMW Portugal in a co-construction process of new service journeys in the sales and after-sales process, and implementation of the Net Promoter Score methodology throughout the network.
Impacto
Total 650 team members
100% Dealerships
10 Training Sessions
60 Coaching sessions
65 Workshops
WHATWEDO
2023 - 2025
BMW | Customer Focus Program
Innovation
Culture
Challenges
Transform the customer experience in light of the brand's premium values, shifting the focus from the product's features to the customer's needs and experiences.
Um pequeno sub-título de apoio
Espaço para maior descrição
Amplification
Design and implementation of the Customer Focus Program, involving all BMW, MINI, and MOTORRAD concessions, as well as BMW Portugal in a co-construction process of new service journeys in the sales and after-sales process, and implementation of the Net Promoter Score methodology throughout the network.
Impacto
Total 650 team members
100% Dealerships
10 Training Sessions
60 Coaching sessions
65 Workshops
WHATWEDO
2023 - 2025
BMW | Customer Focus Program
Innovation
Culture
Challenges
Transform the customer experience in light of the brand's premium values, shifting the focus from the product's features to the customer's needs and experiences.
Um pequeno sub-título de apoio
Espaço para maior descrição
Amplification
Design and implementation of the Customer Focus Program, involving all BMW, MINI, and MOTORRAD concessions, as well as BMW Portugal in a co-construction process of new service journeys in the sales and after-sales process, and implementation of the Net Promoter Score methodology throughout the network.
Impacto
Total 650 team members
100% Dealerships
10 Training Sessions
60 Coaching sessions
65 Workshops
WHATWEDO
2023 - 2025
BMW | Customer Focus Program
Innovation
Culture
Challenges
Transform the customer experience in light of the brand's premium values, shifting the focus from the product's features to the customer's needs and experiences.
Um pequeno sub-título de apoio
Espaço para maior descrição
Amplification
Design and implementation of the Customer Focus Program, involving all BMW, MINI, and MOTORRAD concessions, as well as BMW Portugal in a co-construction process of new service journeys in the sales and after-sales process, and implementation of the Net Promoter Score methodology throughout the network.
Impacto
Total 650 team members
100% Dealerships
10 Training Sessions
60 Coaching sessions
65 Workshops