Customer Story

Challenges

The dealership recognized that vehicle handovers represented peak emotional moments in the customer journey, yet deliveries felt rushed and procedural. Customers left excited about their new car but with no memorable experience to share with friends or on social media. The dealership needed a scalable way to transform routine handovers into celebration-worthy moments that would amplify brand advocacy.

• Transactional handovers: Vehicle deliveries averaged 45 minutes, focused primarily on paperwork, features, and payment settlement

• Missed social amplification: Only 18% of customers shared delivery photos on social media, missing valuable organic reach opportunities

• Low NPS at delivery: Net Promoter Scores at the handover stage averaged 62, below the dealership's 75+ target

• Inconsistent experiences: Different sales advisors provided varying levels of celebration, creating uneven customer experiences

• Limited emotional peak: The financial transaction often overshadowed the joy of ownership, particularly for first-time buyers

• No family involvement: Handovers focused on the buyer alone, missing opportunities to create shared family memories

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Personas Involved

• Dealer Principal: Oversees customer satisfaction and dealership reputation

• Customer Experience Manager: Designs delivery processes and celebration protocols

• Sales Managers: Coordinate handover scheduling and customer interactions

• Marketing Lead: Manages social media strategy and customer advocacy programs

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The Solution

The dealership partnered with Xoxoday to create "Showroom Celebration Kits" that transformed vehicle handovers into memorable family moments. Each delivery included custom-branded celebration elements designed to create social-worthy experiences whilst reinforcing emotional connections at the peak moment of customer joy.

• Custom-branded celebration cake: Freshly prepared cake featuring the car model name, customer's name, and dealership branding—sized appropriately for 6-8 people

• Fresh flower bouquet: Premium floral arrangement in brand colors, presented to the customer (or their spouse) during the handover ceremony

• Symbolic plant gift: Potted plant with branded planter and care instructions, symbolizing growth of the customer-dealership relationship

• Celebration setup: Designated handover area decorated with bunting in brand colors, creating a festive atmosphere

• Photo opportunities: Professional photography backdrop featuring the new vehicle with celebration props (balloons, branded frames)

• Family inclusion: Invitation for spouse and children to attend handover, with special gifts for kids (branded toy car, coloring books)

• Social media integration: QR codes linking to instant social sharing templates with pre-written captions and branded hashtags

• Digital celebration album: Photos and videos from the handover emailed within 24 hours, optimized for social sharing

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Impact & ROI

• NPS improvement from 62 to 89 at delivery stage—a 43% increase

• 76% of customers shared celebration photos on social media (vs. 18% previously)

• 5,800+ social media posts featuring dealership celebrations in six months

• 2.1M organic impressions generated through customer-created content

• 34% increase in referral-generated leads, with customers specifically mentioning "amazing delivery experience"

• 91% of customers rated the handover as "exceeded expectations"

• Zero negative reviews mentioning delivery experience (down from 8% of reviews)

• ₹1.8 lakh average kit cost per delivery, generating an estimated ₹12 lakh value in organic social reach and referrals

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Conclusion

Through Xoxoday's celebration kit design and coordination, the dealership transformed vehicle handovers from procedural necessities into shareable family moments. The program didn't just add celebration elements—it created peak emotional experiences that customers naturally wanted to share, generating millions of impressions whilst dramatically improving satisfaction and referrals.

Within six months, the showroom celebration became the dealership's signature experience, mentioned in 92% of positive reviews and generating sustained organic reach that would have cost ₹45+ lakh through paid advertising—proving that investing in emotional peaks creates measurable advocacy and business growth.