The empathy deficit was perceived to be coming from the car dealers in the showroom. Our diagnostics found that it wasn’t the dealers themselves that were unempathic to customers, but the environment which was encouraging unempathic behaviour.
A series of ten empathy nudges implemented across 2 dealerships to improve the environment of the dealership and the status of the dealer.
Increase in sales in the dealership by 23%. This programme has now been rolled out across the UK to 46 dealerships.