Redefining Customer Experience in the Automotive Sector
“The concept is fresh, memorable, and clearly positioned to inspire cultural change among leadership - The live event was an accomplished choice for a strategic deployment model, perfectly aligned with the strategic theme of ‘Human Touch’. ”
Project: The "Human Touch" Initiative
Brief
In a highly competitive automotive market, Škoda identified customer experience as a key strategic differentiator. With increasing pressure from new market entrants and shifting consumer behaviors, the brand sought to move beyond just selling vehicles to creating memorable, "magical" everyday interactions. The goal was to launch a unifying approach, titled "Human Touch," to a traditionally skeptical retailer network.
Solution
A "People-First" Launch Event
Wonderly partnered with Škoda to design a two-day immersive event for sales managers that focused entirely on people rather than products.
Interactive Learning: The event utilized real-life scenarios, role-playing, and open discussions to demonstrate how the "Human Touch" applies to daily responsibilities.
Expert Inspiration: We curated a lineup of speakers, including hospitality experts and psychology professionals, to show - rather than just tell - the financial and emotional value of superior service.
Experiential Demonstrations: In a unique "live experiment," attendees experienced different levels of service firsthand, highlighting how the same product can be perceived more highly when delivered with a better customer experience.
Collaborative Strategy: Following the event, we worked with the network to codify "Golden Rules" for the initiative, which were then shared across all retailer sites via a comprehensive cascade pack.
Results
The event achieved total clarity across the network, transforming skepticism into genuine enthusiasm. Sales managers left with concrete, usable plans to activate the initiative within their local teams. The success of the launch has led to an ongoing partnership, including the development of a reward and recognition program to celebrate best practices in customer excellence across the UK.
A post-event survey captured the impact of the two-day experience:
100% of attendees said they are “absolutely clear” on what Human Touch means.
78% felt they were “raring to go,” and the remaining 22% reported feeling “more confident” in implementing the initiative.
Overall, 70% rated the total event experience as “excellent.”
By weaving together engaging, relevant content with clear, actionable steps, we enabled Škoda’s sales managers to fully embrace “Human Touch.” The overwhelmingly positive feedback and the immediate enthusiasm to bring these principles back to local Retailer networks speak to the lasting impact of this initiative.