Customer Story

Challenges

The brand wanted to deepen customer relationships beyond the first purchase and drive consistent engagement throughout the ownership lifecycle.

• Lack of personalization in loyalty programs: Generic vouchers failed to excite high-value customers.

• Low visibility into engagement beyond the showroom: Most interactions ended after delivery or first service.

• Manual handling of service promotions: Dealerships operated in silos with inconsistent communication and reporting.

• Referral inefficiency: Absence of digital referral tracking led to missed acquisition opportunities.

• Limited analytics: Leadership lacked data to measure loyalty impact or identify top-performing customer segments.

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Personas Involved

• Head of Customer Experience

• CRM & Loyalty Managers

• Dealer Relationship Heads

• After-Sales and Servicing Teams

• Marketing & Digital Experience Teams

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Platform Setting & Implementation

The brand adopted Xoxoday to digitize its customer engagement and retention strategy across dealerships. The rollout was completed in ten weeks with assisted onboarding and end-to-end integration into its CRM, DMS, and customer app.

• Integrations: Salesforce CRM, SAP, and the Dealer Management System (DMS)

• Reward mechanism: Loyalty Points redeemable via Xoxoday Marketplace

• Coverage: Nationwide across 60 dealerships

With the foundation in place, the next phase focused on configuring every operational layer of the loyalty engine—from data migration and workflow automation to branding, reward logic, and analytics. Each component was aligned to deliver a seamless, high-touch experience for both customers and dealership teams.

• ‍Migration : Seamless transition from a manual voucher-based system to an automated reward engine ensuring continuity and accuracy. ‍
• Branding & design: Customized campaign pages for luxury car owners, personalized offers, and tier-based dashboards designed to match the brand’s identity.
• ‍Reward workflow: Fully automated workflows triggered on service completion, feedback submission, and referrals. ‍
• Budget management: Structured allocation of reward points with automated top-ups and centralized budget visibility for every dealership.
• ‍Data & analytics: Real-time dashboards providing insights on redemptions, active customers, and loyalty tier movement.

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The Solution

The brand needed a loyalty framework that matched the expectations of luxury buyers. The goal was to reward long term brand commitment across both leasing and purchasing and create a premium experience at every interaction.

1. Tiered loyalty program linked to vehicle class and ownership type: The brand introduced silver, gold and platinum tiers that mapped to the customer's vehicle segment such as entry luxury, mid luxury and performance. Tiers also recognized both leasing and purchasing patterns so customers could progress regardless of how they acquired the vehicle. Loyalty value accumulated in any tier could be applied toward a future lease or purchase which made the program flexible for changing customer preferences.

2. Lease–purchase cross qualification: The program rewarded current lessees, previous lessees who converted to purchase, customers who bought out their leased vehicle and customers who completed their finance contracts. Lessees moving to purchase and purchasers moving to lease both earned loyalty credits. These credits followed a structure similar to leading luxury brands where lease credits, purchase credits and renewal bonuses varied by model category.

3. Premium reward ecosystem integration: Xoxoday marketplace was integrated to provide rewards that matched luxury customer expectations. Redemption options included fine dining, curated travel experiences, golf sessions, premium merchandise, lifestyle brands and exclusive drive experiences. High tier customers also gained access to invitation based events and limited edition brand experiences.

4. Gamified after sales experience: Customers earned points for scheduled service visits, accessory purchases and accurate feedback submissions. Earning rates increased with tier level and high tier customers received bonus points for long term loyalty milestones. Access to early event invitations and exclusive previews created additional motivation.

5. Referral and retention engine: Referral journeys were shifted to app-based codes with automatic tracking and instant gratification for both referrer and referee. Customers booking a new lease or purchase through a referral could apply loyalty credits toward the transaction, which reinforced long-term brand preference.

6. Feedback linked rewards: Service feedback and NPS submissions triggered instant micro rewards to drive higher participation. Verified five star ratings from premium customers also activated upgrade prompts and personalized outreach from dealership teams.

7. Unified loyalty dashboard: A real time dashboard provided visibility into tier upgrades, redemption activity, referral performance and service adherence. This helped dealership leadership make proactive decisions around renewals, upsell opportunities and relationship strengthening for high-value clients.

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Impact

• 32% increase in repeat servicing within the first year.

• 21% rise in accessory sales through loyalty points.

• 48% boost in app engagement with gamified service tracking.

• 95% voucher redemption rate within 30 days.

• 17% increase in referral-based acquisitions.

• 100+ dealer-level CX managers trained on automated reporting and dashboards.

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Conclusion

The collaboration between Xoxoday and the luxury automobile brand redefined post-purchase engagement in the premium auto market.  

What began as a fragmented reward process evolved into a holistic loyalty ecosystem—one that seamlessly connected showrooms, service bays, and customers under a single digital experience.  

By blending gamification, analytics, and personalized communication, the brand built a loyal customer base that engaged consistently and contributed to measurable revenue growth through repeat servicing and cross-sell purchases.

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