Mystery Shopper / Brand Connection / Consumer Experience
The Page Group was invited to participate in a Mystery Shopper Research Program for Ferrari N/A.
Ferrari was concerned over what the consumer experience was within their retail partners stores. They had been experiencing feedback from new consumers visiting local stores that they were not being treated with the level of customer experience expected from the brand.
The Page Group visited over 24 Ferrari Dealerships attempting to buy a new Ferrari, measured the interaction with the sales team, sales managers, and effectiveness of the dealership in representing the brand. At the culmination of this national effort The Page Group along with the managing consultant developed an analysis of the experience for presentation to Ferrari N/A. This included individual dealership analysis, and evaluation and strategies for improving customer engagement, consumer experience, marketing strategies, and effective dealer tools to enhance consumer experience at the dealership level.
Project focus: Understanding the core relationship that the brand has with your customer (current and future). This is critical to the long-term success of their brand.
Ferrari Store, Washington DC
Ferrari World, Abu Dabai
TPG Social Media