Introduction

Automotive Customer Engagement plays a critical role in shaping brand loyalty and driving digital transformation across dealership networks. In today’s fast-paced digital revolution, maintaining strong customer connections and meeting evolving expectations is more crucial than ever. This case focuses on a leading multinational automotive manufacturing corporation in the United States, dedicated to promoting brand consistency, capturing customer demand, and driving lead conversion across a massive network of over 2,600 dealerships nationwide.

The organization provides a comprehensive digital toolkit and services to its dealer network, establishing a critical feedback loop to ensure successful adoption and satisfaction of these digital offerings.

Key Challenges

The automaker faced significant hurdles with its existing customer feedback system. Traditional survey methods delivered an alarming 0.5% response rate, producing low-quality customer insights. High employee turnover further diluted data accuracy, crippling the company’s ability to understand and respond to customer needs.

This lack of actionable feedback resulted in:

• Low usage of corporate-provided digital resources

• Dealer resistance to subscription renewals

• Reduced interest in adopting new digital offerings

Key Features of the Solution

To address these challenges, the automaker partnered with Emojot, a customizable Software as a Service (SaaS) platform engineered to improve customer experience, enhance employee performance, and streamline operational workflows.

Emojot offered an extensive suite of tools, including:

• Emotion Sensors™ for advanced customer experience management

• Interactive, engaging survey formats

• Enterprise-hierarchy–driven reporting

• Strong data security and compliance (GDPR, HIPAA, CCPA)

Solution

Emojot revolutionized the automaker’s customer feedback ecosystem. Its engaging interface — featuring emojis, embedded videos, and branded digital assets — made participation enjoyable, resulting in a dramatic increase in feedback engagement.

Major outcomes included:

• 60x increase in survey response rates, from 0.5% to 34%

• Higher-quality data due to enterprise hierarchy and skip-logic

• Reduced survey fatigue

• Lightning-fast deployment — 24-hour turnaround for enterprise surveys

• Real-time dashboard enabling data-driven decision-making

With Emojot, the automaker gained a modern, user-friendly feedback engine that empowered dealers and improved responsiveness to customer concerns — all without requiring IT involvement.

Conclusion

The successful deployment of Emojot within this automotive corporation demonstrates the transformative power of digital solutions in the automotive industry. As stated by the automaker’s Head of Global Digital Programs,

“I depend on Emojot to stay in tune with my customers.”

Through Emojot, the automaker overcame key barriers in customer engagement and feedback collection, paving the way for:

• Higher customer satisfaction

• Increased utilization of digital resources

• A more customer-centric dealership network

This digital transformation journey positions the organization for long-term success in an increasingly digitized marketplace.

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