When you’re already a “best in class” luxury automaker, how do you continue to raise the bar? Some add the newest technology; others focus on the finest leathers and rarest woods. Our client decided to leverage service. Long gone are the days when new vehicle owners looked primarily to the dealership for service; consumers today seek out service from a variety of providers, for cost savings or convenience.

Our client wanted to explore new service models that would draw its customers back to its facilities for regular maintenance. Was there a new service strategy that could increase customer satisfaction and at the same time create a predictable revenue stream for the dealers?

After speaking to owners of various makes of luxury vehicles, we determined that such a model did exist and that luxury owners are willing to pay for changes to the service structure that would benefit them.

With this in mind, our client was able to refine their service offerings to improve customer satisfaction and increase dealer revenue. This manufacturer currently has some of the highest satisfaction ratings in the industry and MSI continues to work with them to constantly improve the service experience.