Cinematic Customer Experience event proves a huge success
By Jamie White – Head of Communications
An exclusive event was held between Douglas Stafford at Honda UK to analyse the customer experience ahead of the launch of a new bespoke mystery shopping programme with the motor manufacturer.
The Honda Cinematic Experience, held at a private cinema in London, was the first event of its kind for Honda and Douglas Stafford.
Having identified some common themes of opportunity in a national round of pilot video mystery shop activity, Honda UK felt the best way to get action and engagement in addressing them was to bring all key stakeholders in one dedicated cinema and review the evidence together.
The main focus of the event was to watch the level of customer service across its UK dealer network.
Manager of Dealer Development Programmes for Honda UK, Holly Price, said: “We took 36 people to the event which included members of field team, marketing team, training centre, senior management and several dealer principals and sales managers.
“The Douglas Stafford team were hugely supportive in pulling together a two and a half hours compilation edited with section headings and comments to produce a compelling and fluid film for the audience, and at very short notice.”
Following the viewing, the group broke out into three areas and discussed short, medium and long term actions to maximise the opportunities we had seen.
Holly continued: “We have already implemented some actions and have developed a smaller working party with the same breadth of stakeholders to continue the momentum. Plus, with the success of the event, word is fast getting around the network and excitement is building about this new mystery shopping programme that is being launched in June.
“I am really confident that this activity will bring both excellent customer experience and genuine engagement in the new mystery shop programme.”
Douglas Stafford Account Manager, Chad Robbins, said: “The event was a great success. Our Quality Control department worked very hard to put together the video compilation. It’s just one example how the team can work together and provide a top level of service to our clients. The Honda Cinematic Experience was a very pro-active approach to launching a new programme which will form the basis of our project with Honda UK, moving forward.”
