BMW Portugal, leader of its market sector, wanted to improve their customers' satisfaction and transform the way they "listen" to their opinion on the brand experience.

The challenge:
Implementing an innovative, holistic and consistent program that allows them to improve the customers' experience, putting them always in the center.
Working the required competencies with the employees to implement these changes, involving them in the process of seeking solutions that generate an impact on the business.

The answer:
Co-creation and implementation of “Customer Focus Programs” since 2011, with different purposes and dynamics, through collaborative activities, involving all the country's Authorized Dealerships and Service Centers. The various editions contributed for a change on the processes, behaviours and attitudes concerning the customer, with clear results on the performance.