Creating a Differentiated CX Strategy for Caltex.
Background.
After successfully completing work on Z Energy’s CX Strategy D&Co were engaged once again to develop a compelling CX Strategy for Caltex.
The goal.
To define Caltex’s CX Strategy to ensure the business was focussed on the key moments that truly mattered to their customers.
Defining the Caltex CX Strategy.
When Caltex wanted to develop their CX Strategy they reached out to D&Co who had recently completed work on the Z Energy CX Strategy.
D&Co worked through qualitative research with key Z stakeholders and a series of interviews with Caltex retailers to understand the voice of the business and the voice of the retailers.
Using key insights from this work we were able to frame our research guide as we went out into the field to understand the key pain points, prioritised needs and what mattered most to Caltex customers.
Our research reports helped us to define the Caltex CX manifesto, design principles, our priority areas and in defining the moments that mattered most to Caltex customers and in helping Caltex to differentiate its brand and CX from the competition.
Deliverables
Qualitative research. Ethnographic research. CX Strategy.
Related work.
New World
CX Strategy
Loyalty NZ
CVP Development.