Request a Demo

Close Form PopupLink to Close the Form Popup

Demo Form

Learn how we use your personal data in our privacy policy and about our country/region options

Toyota Achieved

Improves handover experience and other critical customer journey points

Accelerates innovation for new products including Lexus subscription service

De-risks decisions across Toyota and Lexus brands

Overview

Toyota strives to create vehicles that transform the way customers move and drive, and invests in forward-thinking solutions that unleash the freedom of mobility for all. ConsumerOne is a new division for Toyota GB, established in 2016 to support the acceleration of customer experience improvements, through insight and testing.

Goals:

Improve customer satisfaction

Accelerate innovation

Drive revenue growth

De-risk decisions

toyota-customer-story-business-challenge

Business Challenge 

The automotive industry is on the cusp of major disruption. The traditional model of car ownership is being challenged. Leading the way, Toyota GB launched Collective Ambition, an enterprise-wide initiative to put customers at the heart of the organization. While the business recognized the need and opportunity to lead this transformative change, it was also clear that traditional research methods, while vitally important, were not enough. Slow, expensive, and at times removed from the customer, it wanted to complement and enhance their existing programs with the ability to put the customers’ voice at the heart of every decision.

 

Solution

Toyota GB focuses on fusing traditional research with a contemporary, customer-centric approach. Foundational to the program, five insight communities deliver fast, agile access to customers who have consented to give feedback on an ongoing basis, making the voice of the customer available to all employees to improve the customer experience. Their solution is powered by Alida, hosted on AWS.

Augmenting traditional metrics and research with consent data from their insight communities allows Toyota GB to create an authentic 360-degree view of existing customers, prospects, dealerships, and staff.

Toyota GB tracks customer satisfaction through various sources (including NPS and UK Car Buyers Survey). As soon as ConsumerOne spots a common trend, it can explore the root causes and validate a hypothesis with their insight communities. For example, when a customer purchases a new car, the point of handover was an area in the customer journey where Toyota GB could do more. The team had various ideas for how they could improve the experience, but they wanted to validate, prioritize, and refine potential ideas as early as possible. Rapid feedback from the communities help them focus their efforts and concentrate on the most viable solutions.

Learn how other Retail brands are using Alida TXM

Fossil Group Uses Customer Insights to Empower Business Decisions

Fossil Group Uses Customer Insights to Empower Business Decisions

customer-experience
retail
product-experience
brand-experience
B2B2C Community

B2B2C Community

The Opportunities & Challenges Building a Community of your Customer's Customers

customer-experience
retail
cpg
Using Insights to Stay Ahead of Trends & Competitors

Using Insights to Stay Ahead of Trends & Competitors

customer-experience
retail
7 Steps to Drive Retail Growth

7 Steps to Drive Retail Growth

And Embrace Evolving Customer Behaviors

customer-experience
retail
Yoox Net-A-Porter Success with A 360-Degree View Of Customers

Yoox Net-A-Porter Success with A 360-Degree View Of Customers

customer-experience
retail
technology
How to Do Really Great Video Research

How to Do Really Great Video Research

with Channel 4 and Verve

customer-experience
retail
Salomon

Salomon

Outdoor retailer powerhouse, Salomon, combines Alida Sparq with CRM to understand big ...

retail
Canadian Tire

Canadian Tire

Canadian Tire uses look-alike modeling to fine-tune marketing messages and partners with ...

retail
Toyota

Toyota

Toyota accelerates innovation and improves every touchpoint of the customer journey with ...

retail
Flipp

Flipp

Flipp Meets Growth Goals by Becoming Customer Centric

retail
Kramp

Kramp

Kramp Groep is Europe’s largest specialist in spare parts and accessories for the ...

retail
customer-experience
Stitch Fix

Stitch Fix

How getting to know your customers leads to new product development.

retail
product-experience
customer-experience
PokerStars

PokerStars

PokerStars Insight Community Managers realize the need for a holistic CXM strategy after ...

retail
brand-experience
customer-experience

How lululemon Co-Creates Experiences with and for Their Customers

Customer Experience
Retail

Q&A with Wondrium: The 3 pillars of CX success

Customer Experience
Retail
How Indigo Got Rapid Customer Feedback to Test Product Concepts

How Indigo Gets Rapid Customer Feedback to Test Product Concepts

Customer Experience
Retail
How to Embrace Changing Customer Behaviors & Drive Retail Growth

How to Embrace Changing Customer Behaviors & Drive Retail Growth

Customer Experience
Retail
Customer Feedback Is No Longer Just a Luxury for High End Retailers

Customer Feedback Is No Longer Just a Luxury for High End Retailers

Customer Experience
Retail

Discover how you can create better experiences with Alida TXM

Get a Demo

Alida is a customer experience management and customer insights platform. Collect valuable customer feedback and voice of employee data through your insight community powered by Alida.