Jaguar Land Rover (JLR) needed to respond to changing consumer behaviour trends, preferences and expectations. To achieve this, they required a new global sales and service strategy that would include the innovation of signature experiences to differentiate their brand from premium competitors.
By conducting customer research in JLR’s key markets, the Engine Service Design Team built a detailed understanding of cultural nuances in Russia and China, with a particular focus on understanding how to cater for high-end customer segments. With this insight, Engine Service Design designed a series of signature services and incorporated these into a refreshed sales and customer onboarding journey.
Identify the difference between what you do today and what your future customers don’t yet know they need. Reimagine the future.
Unlock new value by imagining, designing and piloting services and experiences your colleagues are inspired to deliver and your customers will love.
Mobilise your organisation with a plan to change, build or buy what’s needed to deliver new services and experiences.
When legacy issues and disjointed ways of working are impacting your customer experience and critical metrics, you need a trusted partner to guide you.
When you need to think differently to stay ahead, but you’re unsure how to differentiate your customer experience, you need a trusted partner to guide you.
How design-led companies get more of the right services to market faster
With this book, the authors show you how to instil an outside-in approach to strategy; moving away from a management approach that’s technology, marketing or resource optimization-led, to one that is customer-inspired and experimental with innovation.