Setting the Vision

Regulatory Compliance

SITUATION The transportation industry is highly regulated and our client was faced with a short timeline to comply with a change that impacted a fundamental tenet of their OEM business model: service delivery through their dealers. In contrast to past requirements, regulatory compliance in this case did not involve only product changes to improve emission…

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Dealership Customer Experience

SITUATION Defining and managing a desired customer experience can greatly impact satisfaction, loyalty, and profits. Our client, seeking to avoid competing on easily matched price and product features, viewed a differentiated customer experience at their US and Canada dealers as a potential source of long-term performance advantage. There were several obstacles to achieving this, including…

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