Customer Experience, Industry Blogs

The AEZ Rent A Car Company Turnaround Story

Creating WOW for our Client Partners, at every level of their brand… it’s in the fabric of what we do at SocialSurvey.
Two years ago, we partnered with Advantage EZ Rent A Car.
In this Instastory LIVE, we shared their story, their results and how we Created WOW.
🔥 300,000 Google Reviews 🔥 41 point NPS Increase 🔥 Employee Retention 🔥

See the documented results for yourself here.
Full transcript here:

Emma- We probably have about five minutes left and I'd really love for you
to share the Advantage EZ story. It is so powerful, and it weaves everything
we've been talking about in together.
Scott- Yeah, it's epic, and whether you are a company that's trying to
manage a bunch of call center folks, or you're trying to grow your
mortgage / real estate / insurance company and help your frontline
producers create more business and win locally... it fits. And so,
Advantage Rental Car is one example. It's a really tough business
to win in the rental car business, especially for some of the
smaller players. They don't have the cost advantages, the fleet
costs and things are not the same, their financing costs are not
the same, and so it's a really tough business for them to really
be price leaders and win those customers. And then, there's some
other things that happen along the way that make it really hard
for them to deliver a WOW or create a really good experience for
their customers. But SocialSurvey decided to partner--
Emma- Can I just ask, what does the customer service person at the
counter have control over?
Scott- The experience, the relationship. That's right, so we decided
in this tough business that we wanted to pick the point where we
are in front of the customer, right? And that's the moment we can
control. So, we literally mapped every agent into SocialSurvey
and the branches they work for, and now when you walk up to the
counter at Advantage, a big portion of their compensation is based
on their SocialSurvey scores, and how they treat the customer. A piece
of it is also based on: did they get the right email address and phone
number?, did they get good content from the customer? and how much
they're engaging the customer. It's interesting, that company-
the difference has been phenomenal. As you walk away from the
counter, you're getting an email from George, or Josie, or whoever
you just interacted with. It's got their face and name on it and
it says, "How did we do?" And now, it's humanized. And because
they're delivering such a great experience, for their last provider,
they had two and a half percent response rate. They went up to a 10% response rate.
They had 47% good quality data, meaning they
didn't have good email addresses because it said, "Do not email at
Travelocity or", because that's where the business was
coming from. But now they're changing it, because they want those
reviews. They want that compensation bump. And so, they've went
from about 30,000 reviews a year to almost 300,000 reviews a year!
The employees are engaged, they're powering their compensation with
it, and we're driving behavior. We then ask those same customers to
write Google reviews; we've created 20,000 Google reviews for
this company and they have improved, and this is the True Voice of
their Customers. We don't gate with Google. So this is just asking
every customer to write a review on Google. They went from an
average of 1.8 across their 75 or so locations to high threes
across all locations. They're seeing hundreds of thousands of new,
organic clicks. Just think of the ROI. They're retaining employees
longer. Their customers are happier. Their loyalty programs are
spiking. Their brand and their reviews over the internet have
improved tenfold.
Emma- What about their NPS?
Scott- Their NPS, the first six months, we improve their NPS score. I
say "we", our system in partnership with their great effort
improved their NPS score over 40 points.
Emma- Now, let's talk about a piece of gold here that you haven't
introduced yet in the form of Mareesa.
Scott- Yeah, so...this is how we Create WOW. The Mareesa Impact, we call it.
Emma- And she's an Aussie, so...
Scott- When we partner with a big, Multi-Location Brand, for us it's
really important that they feel the WOW and that they win. And so,
depending on the size of the company, we will assign a dedicated
person. Mareesa is our dedicated person that literally flies to
every location, that trains people, that gets people set up, that
makes sure they're using it right, that makes sure they're engaged
in the system, that makes sure they know how to win, that
understands scripting, that understands.... And she will high-five,
she takes awards and rewards to all those folks. I mean, we're literally
saying to the company, "Not only are we going to give you software,
but we're gonna make sure that the way you implement that software
is through best practices." And so, we and the leadership team, and all the
employees at Advantage EZ, and Mareesa in large part, are all one big
team helping Create WOW experiences for their customers and power
their brand.
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