The inability to retain customers has become an increasing hallmark of companies operating in transportation-related industries. Buy-back programs and commoditized frequent flyer schemes have run their course, having relatively minor effect on the retention of consumers. In automotive, innovation and customer experience is king when it comes to winning the hearts and minds of customers; in airlines, price and schedule. Repurchase ratios in the automotive sector are at or near an all-time low, as is airline loyalty.
 

Companies in the transportation industry need to particularly focus in the coming years on improving the overall customer experience they provide their customers (including revamping their loyalty program offerings), as well on utilizing the customer data they have on hand, in an effort to bolster their overall performance. Learnings for companies in this industry are to be had from those in service-based industries, where customer data is king, where one-to-one treatment is abound, where below-the-line is where the battle is waged against competitors in an effort to win consumer share-of-wallet.
 

We have helped numerous companies in the transportation industry with these battles, helping them make the transformations needed to act more like service sector companies in managing their consumer base, ultimately resulting in an improved bottom-line.

Proactive Sales Shift (Dealer Lead Generation)
A solution that turns reactive automotive dealers into proactive sales machines, through the development of a sales lead generation and distribution mechanism, driving proactive sales efforts across the various channels.
Accelerated Churn Prediction
A comprehensive bundle of churn prediction solutions that collectively ensure automotive and aviation companies are maximizing their likelihood of predicting and thus driving down customer-level churn, both from a sales and service churn perspective..
Total Customer Relationship Loyalty Program Design
A service around designing a loyalty program that drives behavior change across the entire customer lifecycle, to ensure maximum realization of objectives beyond just customer retention and customer satisfaction (such as cost reduction, margin uplift, etc.).
Sales and Service Channel Redesign / Mix Optimization
A service around reshaping the sales and service channel function, from designing and launching new channels, to redesigning the support organization, developing channel-specific policies and standards, to driving experience consistency across the various channels.
Customer Experience Transformation
A service around transforming the customer experience of various stakeholders across their respective lifecycles, in order to ensure optimal and consistent interactions that collectively drive a positive impact on the bottom line.
Customer Experience Culture Change Management
A service around transforming company and employee culture, to ensure it is aligned with the desired experience to be delivered to customers, being a driver of change rather than a barrier to change.
Actionable Behavioral Micro-Segmentation
A novel method of segmenting customers on a behavioral micro-level, going far beyond classic macro customer segmentation, allowing for tactical actions to be taken on the customer base to drive results around a variety of objectives.
Customer Lifetime Value Analysis
A service around analyzing various consumer segments to determine their potential lifetime value, estimating the revenues they can generate over the coming years from a sales and service perspective, enabling targeted marketing tactics to be taken.
Data Strategy & Governance Design
A service around enabling the utilization of data to drive value, from designing how data should be collected to where it should be stored, how it should be managed to how it should be leveraged / utilized.
Customer Data Quality Assessment, Cleansing, and Records Unification
A service around understanding the quality of data on hand, identifying ways to make improvements to close the quality gaps, as well as conducting actual cleansing and unification of the data, to ensure customer records are stored properly.
Assessing Loyalty Program Launch Feasibility

For one of Europe's largest low-cost airlines, we conducted a due diligence effort around assessing the feasibility of the company launching a frequent flyer program; the recommendation was for the company to proceed with the launch, which it did.

Developing a Customer Relationship Management Roadmap

For one of Europe's largest tractor manufacturers, we designed a roadmap around improving all CRM-related efforts of the company, to capitalize on untapped marketing and sales-related opportunities; a project management office has been established to drive implementation of recommendations.

Developing a Customer-Centric Management Practice

For one of Europe's largest automotive manufacturers, we deployed a program aimed at coaching regional management across Turkey, so they in turn would be able to conduct training across the country aimed at improving customer service levels.

Driving Service Consistency Across the Dealer Network

For one of Europe's largest automotive manufacturers, we deployed a program aimed at standardizing the level of service provided across the company's dealer network in Turkey; numerous events and activities were conducted to this end, with a significant lift in customer satisfaction scores realized post-project completion.

Developing a Unified Customer Database

For one of the world's largest automotive companies, we unified and cleansed the company's customer database in Turkey; for the first time, the company was able to understand its actual number of unique customers, each and every single one's value, each and every one's product portfolio, etc.; this effort enabled the Marketing and Sales team to conduct much more intelligent campaigns and activities with the customer base.

Designing a Driver Lifetime Value Model

For one of Turkey's largest automobile companies, we designed a lifetime value model, which estimated the potential lying over the coming years with existing customers in terms of revenue that can be expected; this allowed the company to then pursue those customers where potential value was significant.

Designing a Service-Related Churn Prediction Model

For one of Turkey's largest automobile companies, we designed a churn prediction model that predicted the likelihood of existing customers not bringing in their cars for service - this in turn was used by dealers to proactively pursue those customers who were expected to not come in for service visits.

Developing a Sales Lead Generation Program

For one of Turkey's largest automobile companies, we designed a proactive sales lead generation program that focused on driving dealers to pursue existing customers with repeat car sales, based on the next car they would likely to be purchase, ensuring dealers were interjecting at the right time with customers before their repurchase cycle commenced.

Hype or the Real Deal? The Big Data Conundrum
Big Data has become one of those terms you can’t avoid these days, all the rage in and around the business intelligence industry. The overwhelming buzz makes you wonder - is there something really there, or, is the hype the result of vendors and consultants trying to make another buck?
Loyalty Programs Gone Right – Constructing the Utopian Loyalty Program
As a follow-up to a prior article around loyalty programs gone wrong, herein we define what a utopian loyalty program would like (one which not only satisfies members, but more importantly, has a positive impact on the bottom-line), while highlighting some best-in-class programs that have got it somewhat right…
Grading Performance – The Automotive Industry BI Maturity Map
Automotive companies are increasingly placing emphasis on becoming customer centric, investing significant time and resources towards this endeavor. The effective utilization of business intelligence (BI) in any CRM enhancement effort is a must, necessitating that automotive companies assess where they are, as well as plan where they want to be, around this field…
Customer Analytics Gone Wrong – Eight Common Mistakes to Avoid When Deploying Customer Analytics Models
Designing customer analytics models is only half the battle. Equally, if not more difficult, is deploying them, such that actions triggered by the model outputs are being taken on a daily basis. In this follow-up article, we highlight some of the most commonly made mistakes that prevent companies from succeeding at deploying models…
Designing Best-in-Class Loyalty Programs – Getting the Benefits Right
Possibly the most important aspect of a loyalty program is its benefits. Be it lack of vision, lack of creativity, or plain old laziness, many companies take the easy way out and offer cookie-cutter benefits through their loyalty programs. The ones that are best-in-class don’t, offering benefits that not only succeed in satisfying the customer, but in changing the company’s bottom line…
Customer Analytics Gone Wrong – Ten Common Mistakes To Avoid When Designing Customer Analytics Models
The potential that customer analytics models hold within them are extensive for the companies that choose to utilize them to better their marketing and sales activities. But even best-in-class companies get it wrong sometimes by making mistakes in how they design their models, and in how they utilize them once they have been designed. Herein we present ten mistakes to avoid in designing customer analytics models…
Improving the Quality of Data Acquired from Customer Touchpoints
From telecom to retail, hospitality to finance, customer analytics will continue to be a hot topic over the coming years. Keeping in mind that customer analytics is highly correlated with data (and most importantly, with the quality of it), any improvements in data quality will take companies a step ahead in this realm. This article summarizes eight recommendations for companies around how to increase the quality of customer data acquired from customer touch points.
Loyalty Programs Gone Wrong – Ten Common Mistakes to Avoid
While it’s not rocket science, designing an effective loyalty program is much harder than it appears. Even the most lauded companies have deficiencies in their programs, deficiencies which can make or break it…
Radically Proactive Marketing – The New Name of the Game
The old rules of the game - Advertising, shelf space, retail presence. The new rules of the game - Predictive models, one-to-one offers, outbound campaigns. 65% of product launches fail. That’s means that the millions of hours and millions of dollars in resources invested into developing two out of every three products is a complete waste...
Service Done Right - The Best of the Best
Best-in-class companies go out of their way to cater to their customer base, using service as the key differentiating factor in trying to win them over...
Crisis Management in Reverse - Capitalizing on Shocks to the System
In every sector all over the world, companies fail, collapses that are sometimes triggered by seismic events. Such moments present significant opportunities (or threats, if not seized) for the company that is prepared to capitalize on them. Crisis in the business world can take many shapes and forms...
Making it Right - Problem Resolution for High-Value Customers
Nothing makes or breaks an existing relationship with a customer like a problem handled effectively or mismanaged. How high-value customers are treated during a problem resolution process is of the utmost importance in hoping to retain them…
Unique Acquisition Methods - Below the Line Customer Referral Programs
While customer referral programs are abound, few are conducted below the line, aimed at one single individual, a strategy that can uplift acquisition rates significantly vs. traditional referral programs. Referral programs are nothing new...
Improving Processes in the Service Sector – Going Beyond Efficiency and Quality Uplift
Traditionally, efforts around improving processes in the service sector have had at their core the end goal of reducing operational expenses while maintaining or improving service quality, focused on driving efficiency in certain day to day business activities...
Why Recreate the Wheel? Using Best Practices in the Workplace
Many a company aspiring to be a trendsetter or market leader like an Apple or a McDonalds doesn’t have to be as innovative as them to succeed in their respective sectors / countries – they just need to learn (and borrow liberally) from the best…
Aligning Employees Around Delivering Best-in-Class Customer Experience
Customer – employee interactions are the very backbone of the customer experience. Employees dedicated to serving the customer base deepen the overall company – client bond; indifferent employees providing poor service drive consumer and value loss, damaging the company in a way that is often irreversible. Companies need to align their employees around delivering the best possible customer experience possible…
Maximizing Campaign Conversion Rates Using Analytics
Finding the next best offer for customers is only the tip of the iceberg when it comes to maximizing ROI from campaigns. Companies need to look into using the right channel, the right tone of communications, and even the right time to contact customers to achieve this ultimate objective...
Small Business Loyalty Programs - Giving Back to the Oft-Ignored SME Segment
For too long, the SME segment has been underserved, with companies doing little to cater to the needs of this extremely important and valuable group of customers. Some companies have begun to take heed, launching loyalty programs customized for this segment across numerous different sectors…
Wondering What Lies Ahead? The Power of Predictive Modeling
From telecoms to finance, e-commerce to government, predictive models are being utilized across various sectors to tackle all kinds of business problems. Companies that have yet to benefit from this practice need to examine the ways in which they can do so...
Ensuring Successful Business Partnerships
Partnerships with other companies in or outside of one’s own sector are often frowned upon by companies, due to their complexity, risk, and time consumption. Yet, the right partnerships can provide significant benefits for companies, helping them gain a competitive advantage against their competitors. Companies need to follow a set of guidelines in ensuring they build relationships with the right partners…
The Social Media Buzz – What’s It All About?
The proliferation of online communities in the form of social media is one of the most noticeable trends on the web over the past several years. Not only has it redefined what the internet means in terms of its value offering, but has also become an indispensible element of a given person’s daily activities...
Segments of the Middle East – Small and Medium Enterprises
The last in a series around the most common and important market segments observed in the Middle East and strategies & tactics to acquire and serve them effectively…
Consumer Segments of the Middle East – The Youth
The third in a series around the most common and important market segments observed in the Middle East and strategies & tactics to acquire and serve them effectively…
Making the Leap – From Reactive to Proactive Sales
Businesses can no longer sit back passively and hope customers come a knocking. The proactive pursuit of potential clients must be made a part of any companies’ day to day sales strategy, and reflect in its activities...
Consumer Segments of the Middle East – Leisure and Business Visitors
The second in a series around the most common and important market segments observed in the Middle East and strategies / tactics to acquire and serve them effectively…
Consumer Segments of the Middle East - The Expat Community
Market segmentation is a relatively common practice, executed over and over by most leading companies around the world, conducted in order to understand the needs of different segments and target them effectively...
Eyes Wide Open - Competitor Intelligence Practices
According to a study by the Society of Competitive Intelligence Professionals, about 90% of the Fortune 500 companies in the US are conducting competitive intelligence activities...
Turning Your Customers (and Non-Sales Employees) into a Sales Force
In a day and age when acquiring a customer is getting more and more difficult due to increased competition and slashed sales budgets, customer referral programs can be utilized to generate significant sales growth in a very practical and effective manner...
Effective Loyalty Programs - Keeping Costs Under Control
The third in a series around features of successful loyalty programs that have helped certain companies stand out from the rest, with program offerings that are recognized as best-in-class...
A New Metric for Sales Channel Management (Channel Diversity Index)
Across numerous different sectors in an ever-increasing manner, companies are agreeing with external parties to serve as a part of their sales channels – and, in some cases, to serve as the sole sales channel...
Are Your Sales Channels Crisis Ready? (Revisiting Sales Channels)
The latest economic crisis necessitates the need for companies to revisit their sales channels. Why? The drastically effected marketplace has altered factors like sales potential, competitive landscape, customer preferences, partnerships, etc...
Effective Loyalty Programs - Recognizing & Rewarding Most Valuable Customers
The second in a series around features of successful loyalty programs that have helped certain companies stand out from the rest, with program offerings that are recognized as best-in-class...
BI on a $0.99 Budget
Business Intelligence teams recognized as "best-in-class" have often spent hundreds of thousands to millions of dollars on software to garner such praise. Such investments are near impossible for budget conscious / smaller scale companies, especially in times of economic downturns...
Effective Loyalty Programs - Changing Channel Usage Behavior
The first in a series around features of successful loyalty programs that have helped certain companies stand out from the rest, with program offerings that are recognized as best-in-class...
Developing Sales Battle Cards
In an environment where conditions are getting tougher (with increased number of local/global players, elevated customer expectations, new technologies which makes product and service comparison easier than ever, the economic downturn, etc.) ...
Where are Your Dealers? (Optimizing the Dealer Network)
The dealer network is the most important channel for many companies operating in the retail sector. Unfortunately, examples of poorly managed dealer networks are abound, particularly on the issue of geographic distribution of dealers...
Are You Using Enough and the Right Facts for Decisions across Your Organization?
Organizations make tens to millions of managerial and operational decisions every single day with difference importance levels and frequencies. Such decisions range from highly strategic ones, such as decisions on entry to new markets to tactical ones, such as the next product that the sales agent will offer to a customer...