Jaguar Land Rover South Africa

A newly designed customer journey focuses on clients who come to the brand for the first time. As part of their owner experience, they receive a personalized email which welcomes them to the brand and includes a special 'welcome voucher' for half-day drivers' experience in the Brand Experience Center (BEC). Another type of personalized messaging includes a 'Happy Birthday' email communication. Customer data collection is facilitated using SFMC lead forms throughout all touchpoints. This ensures that all the data is collected in a single location, providing complete overview of all interactions, and enhancing lead management journeys. 

Another important customer journey is integrated with the brand's financial services and aftersales. For customers who are using a particular financing method, a dedicated end-of-term communication is sent out before the financing is over. This personalized communication offers additional purchase options or expansion of the current financing plan. A similar process is used for the brand's aftersales service, where customers whose care plan is about to expire are informed about additional options for extending the plan. 

As part of customer communication, there is also a satisfaction survey included in emails and on landing pages. The survey allows the customers to rate their purchase experience and service experience and provide valuable feedback to JLR SA. The feedback is then collected and used to calculate NPS index, and the mechanics of the emails are specifically crafted to increase open rate and CTR and reduce bounce rate and unsubscribe rate. JLR SA is also able to track the type of submission (email-based and landing page-based) through Marketing Cloud.