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Redefining Luxury Customer Experience

This CX Program transforms the in-dealer experience from premium to modern luxury through a multi-tiered training approach that blends digital learning, immersive facilitated learning, and coaching.

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Transitioning from Premium to Modern Luxury

This CX Program is a multi-tiered training initiative designed to elevate the in-dealer customer experience from premium to modern luxury by integrating brand-driven, behavioral-based curricula across all dealership levels. The program blends digital learning, in-person facilitated learning, and coaching, incorporating web-based pre-work, SMS-based sustainment, and 1:1 virtual coaching to ensure long-term impact. Luxury and hospitality industry experts serve as keynote presenters, providing insights into high-end luxury customer service. Training is delivered to front-line staff, departmental managers, and General Managers/Dealer Principals, ensuring full dealership alignment in embodying brand values. With a focus on measurable behavioral change (Kirkpatrick Level III), the program establishes a new benchmark for luxury automotive customer engagement.

Challenge

Elevate the brand from high-end premium to “modern luxury,” and adapt the purchase, ownership, and lifestyle experience at retail to support it

Components

  • Integrate content/concepts into existing training curricula
  • Engage luxury/hospitality industry experts as keynote presenters and guides
  • Deliver brand-driven, behavioral-based curricula to all levels: front-line, departmental managers and GM/Dealer Principals to ensure full dealership alignment
  • Blended learning including online pre-work regimen, application-based facilitated learning, SMS-based post-class sustainment and 1:1 virtual coaching to Kirkpatrick Level III measurement

Result

Dealers consistently praised as industry-leading training

Contributed to consistently Top 5 J.D. Power SSI and CSI rankings

Three people stand in a car dealership, discussing vehicles parked on a shiny showroom floor surrounded by large windows.

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