FIAT selects MaritzCX to elevate and manage their Customer Journey Feedback Programme
London, 22th Februar 2018. Fiat Chrysler Automobiles (“FCA”) has selected MaritzCX, a leading provider of customer experience software and services solution to elevate and manage their Customer Journey Feedback Programme for their six major brands across 21 markets: Abarth, Alfa Romeo, Fiat, Fiat Professional, Lancia and Jeep.
Fiat Chrysler Automobiles designs, engineers, manufactures and sells vehicles and related parts and services, components and production systems worldwide through 162 manufacturing facilities, 87 R&D centers, and dealers and distributors in more than 150 countries. Reason for their significant global growth and success stems from their continuous ambition to enhance their customers’ experience at each and every touchpoint.
The goal of the elevated customer experience strategy is for FCA to embark on a more holistic approach to understand, advance and manage the entire customer journey from the very start of the search for a new car up to the after sales service.
With the support of MaritzCX, FCA has integrated surveys for prospects and shoppers, reviewing online channels and engagement with dealers, into the feedback programme in addition to their already existing sales and after sales surveys. More than 1000 FCA users and their dealer network will be able to utilize the MaritzCX customer experience platform, gaining access to their specific achievements set against a company-wide CX target and recommendations for timely actions.
Catja Sander, Director at MaritzCX added: “We look forward to continue our work with FCA on the expansion of their customer journey feedback programme. By including the earlier customer life cycle stages, FCA will gain a 360 degree view of the customer that highlights successes as well as pain points, providing them with real-time push notifications to act immediately if issues occur and giving them a basis to improve their services and processes further.”
Oliver Kipp, Chief Customer Officer at MaritzCX concludes: “FCA is the first automotive manufacturer to continuously review their customers’ and prospects’ experiences for the complete customer journey. We are proud to build and deliver this state of the art programme with FCA and see the positive impact on FCA’s business outcomes.”
MaritzCX® is known for providing CX technology and expert services for Fortune 100 companies. MaritzCX software and services help organisations see, sense and act on the experiences and desires of every customer to increase retention, conversion and lifetime value. With an unmatched combination of customer experience (CX) software, research science, vertical market expertise and managed programme services, MaritzCX ingrains CX intelligence and action systems into the DNA of business operations through its staged CXEvolution process. To take the complimentary CX assessment, visit www.maritzcx.co.uk/assessment. For more information about MaritzCX, visit www.maritzcx.co.uk.