Renault - Improving cross-channel, multi-country and multi-product customer satisfaction
Experience
The objective – Maximizing customer satisfaction
With operations in over 100 countries and a diverse portfolio of automotive brands and products, Renault faces a key challenge: delivering a seamless, high-quality customer experience that aligns with its brand identity and values—ultimately driving customer satisfaction.
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2
days of design thinking workshops
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50
participants in alignment workshops
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25
ekino team members involved
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5
months of project duration
Challenges – How to build a consistent and differentiating customer experience?
The project involved multiple layers of complexity. In a global and multi-brand context, how do you quantify and analyze the customer journey—from awareness and purchase, through ownership and eventually resale—across different countries and product lines? The goal was to identify key experience drivers and prioritize the levers that generate the most satisfaction. Another challenge: how to align all international markets around a shared, forward-looking vision of the Renault experience?
Our solution – enabling a unified vision through collaboration
Leveraging Renault’s extensive qualitative and quantitative research across multiple regions, we consolidated and synthesized existing insights. This allowed us to map the multichannel customer journey and highlight the critical experience touchpoints.
Ekino then organized and facilitated a full-day workshop with project sponsors and key market representatives to align stakeholders around the target vision for Renault’s customer experience—and to define the strategic roadmap to bring it to life.
Following this initial strategic alignment phase, ekino conducted design thinking workshops to further explore solution concepts, validate them with end customers, and provide operational teams—especially digital—with concrete, actionable proposals.
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“A big thank you to all the ekino teams for their professionalism and energy. Their sharp expertise in service design helped challenge our assumptions and enabled us to work efficiently toward designing a truly differentiating customer experience.”
The outcome – an optimized customer experience
Working hand in hand with Renault’s customer journey and digital teams, our consultants and service designers built a relationship based on trust. This collaboration bridged the gap between strategic vision and operational execution, paving the way for a more cohesive and impactful customer experience.
