Customer Story

Challenges

The two-wheeler manufacturer had decades of rich heritage and a passionate customer base, but vehicle handovers felt transactional and missed opportunities to deepen emotional connections. New owners received basic documentation and a quick vehicle orientation, but nothing that communicated the brand's story or made them feel part of a larger community. The company needed an onboarding experience that reflected its legacy whilst creating lasting impressions.

• Transactional handovers: Vehicle deliveries focused on paperwork and features, lacking emotional resonance or brand storytelling

• Missed first impression: The critical moment when customers took delivery—peak emotional engagement—wasn't leveraged for relationship building

• No heritage connection: Despite the brand's storied history and iconic models, new owners rarely understood or appreciated this legacy

• Generic onboarding: Standardized delivery processes didn't differentiate premium models or long-time loyal customers

• Low social sharing: Vehicle handovers generated minimal social media content or word-of-mouth advocacy

• Weak brand community: New owners didn't feel connected to the broader community of brand enthusiasts and legacy riders

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Personas Involved

• Chief Marketing Officer: Oversees brand positioning and customer experience strategy

• Head of Customer Experience: Manages onboarding journeys and first-mile engagement

• Dealership Operations Manager: Coordinates delivery processes and customer handovers

• Brand Heritage Lead: Ensures authentic storytelling and heritage preservation

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The Solution

The manufacturer partnered with Xoxoday to design and deliver premium welcome kits that transformed vehicle handovers into emotional brand experiences. Each kit was meticulously curated to tell the company's story whilst providing tangible value and creating social-worthy moments that new owners would share with pride.

• Hand-drawn brand journey: Custom-illustrated timeline showcasing the company's founding, iconic models, racing heritage, and innovation milestones—printed on premium archival paper

• Mini replica collectible: Die-cast metal miniature of the customer's exact model (color-matched), presented in a display case with an authenticity certificate

• Branded metal keychain: Premium machined-metal keychain featuring the customer's bike model silhouette and personalized owner number

• Luxury laptop bag: High-quality branded messenger bag with padded laptop compartment, useful for daily commutes and subtly displaying brand loyalty

• Premium writing instrument: Engraved brand pen in presentation box, suitable for professional settings whilst maintaining brand visibility

• Heritage booklet: Collectible booklet featuring owner testimonials, legendary rides, brand milestones, and community stories

• Digital onboarding: QR code linking to exclusive owner content—maintenance videos, riding tips from brand ambassadors, community forums

• Personalization: Each kit included a welcome letter signed by the CEO, addressing the owner by name and thanking them for joining the brand family

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Impact & ROI

• 89% of new owners shared welcome kit photos on social media (vs. 12% who previously shared vehicle delivery photos)

• 4,200+ social media posts featuring welcome kits in the first quarter alone

• 3.8M organic impressions generated through owner-created content

• 94% owner satisfaction with delivery experience (up from 76% pre-program)

• 67% of recipients reported feeling "strong emotional connection" to the brand (vs. 34% in control group)

• 28% increase in referrals from new owners within first 90 days of ownership

• 11% reduction in first-year attrition rates

• Zero abandonment of kit components (all items retained and used by owners)

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Conclusion

Through Xoxoday's premium welcome kit design and fulfillment, the two-wheeler manufacturer transformed routine product deliveries into powerful brand indoctrination moments. The program didn't just provide gifts—it created tangible connections to brand heritage whilst generating thousands of authentic social endorsements from newly passionate brand advocates.

Within three months, welcome kits became the most photographed and shared aspect of vehicle ownership, generating 3.8M organic impressions whilst measurably improving referral rates, emotional connections, and first-year retention—proving that thoughtful onboarding creates customers who choose to stay.