Leading with emotions
Consumers’ have a range of macro- and micro-emotional needs when getting their car serviced. Our unique process uncovered and prioritized each need, mapping the brand’s performance across the journey.
Journeys into the unknown
The service journey is an anomaly in customer’s lives, and a process they don’t fully understand. From sign-up to taking the car back after service, they put their much loved vehicle, time and trust into the brand’s hands. Because of this, they’re often left feeling vulnerable throughout – the key emotion the brand experience needed to address.