What we did
- Customer Experience Strategy
KIA
CEM consulting
Kia Motors wanted to improve customers’ experience and create an efficient work environment through digital processes in retail business. Based on service design methodology, FRUM analyzed customer experience management issues from the viewpoint of both customers and salespeople at every stage of the purchase journey, including searching, reserving, visiting, purchasing, and using their products, to identify the major pain points along with measures of improvement for each one. In addition, we were able to strengthen the work efficiency by planning detailed improvement plans for hardware, software, and humanware. We were then able to design strategies, implementation plans, and roadmaps to provide a unique customer experience and create values reflecting the brand characteristics of Kia Motors.
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Recruitment Information
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