Turning occasional buyers into satisfied, returning customers is a huge challenge for companies selling expensive goods with long cycles, especially in the car industry.
BMW, one of the world’s leading luxury car manufacturing brands, chose Neura to strengthen their customer engagement and satisfaction. Thanks to Neura’s insights, BMW increased sales creating user-centric products and services for their customers long after they drove off of the dealership grounds.
This collaboration led to impressive results: a 2.26x increase in number of users who completed a purchase and 1.9x increase in average number of completed purchases.
Coping with a Declining Customer Satisfaction
The first goal was clear: BMW wanted to to create a long-term, positive and beneficial relationship with their clients that extended beyond just the car dealership.
Studies show that new car purchases result in two months of euphoria, after which satisfaction dramatically goes down. Oftentimes, this can result in a negative experience where the purchaser deals with repairs, fuel costs, maintenance, and other interactions that continue to detract from the once positive buying experience.
Questions BMW asked us circled around:
– How to bridge the growing, immense gap in understanding who their customers are in the real world and how to best serve them
– How to best address them to keep them engaged
Our aim was to leverage deep behavioral intelligence, user behavior and activity, as well as persona insights to create a positive brand experience during the entire lifetime of a customer.
As a company dedicated to providing premium support, BMW was eager to understand offline, real-life information about customer behavior outside of in-person dealership visits and online digital footprints.
As the leader in behavioral intelligence and user understanding, Neura transforms customer engagement by delivering live, actionable insights based on each user’s real-world behavior enabling brands to create experiences that adapt to each user’s unique preferences and needs, thus driving engagement, retention, and conversions.
Our partnership aimed at driving loyalty with an understanding of the customer, targeted campaigns, increased data insights, strengthened brand engagement, competitor intelligence, and buyer intelligence.