Sharper Focus
Improving the experience of 100,000 Harley owners worldwide
H.O.G. is the world’s largest and most successful factory-sponsored owners club. With a simple philosophy: ‘Ride and Have Fun’.
The need:
An improved experience for the 100,000 H.O.G. members worldwide whilst making cost savings and increasing the size and value of the membership base. A fragmented approach to customer management, together with poor customer service and delivery inefficiencies meant that the huge value represented by H.O.G. members was not being realised.
The solution:
A consolidated EMEA operation:
Multi-lingual contact centre, integrated fulfilment, subscription renewals, online payment options, member surveys, event management and retention programmes.
Introducing operational efficiencies:
- Controlled payment methods
- Bringing fulfilment closer to brand
- Efficient reporting
- Access to statistics, revenue streams for effective planning
- Event support to execute strategies
- Analysis to benchmark future communication & rollout new initiatives
- Gaining a true insight into customers
The impact:
- Reduced contact centre spend by £360,000
- Reduced fulfilment spend by £150,000
- 100,000 lost calls now captured
- Driven membership up from 65,000 to 100,000 in 3 years
- Increased spend per head by 50%
- Member satisfaction rating up from 50% to 80%
To hear more on the powerful effect of listening to customers, contact us on 020 8843 8750.