Category: Integrated Campaigns  

Client: National Automotive Agency  

Format: Customer Experience & Loyalty Campaign

Challenge 

Declining after-sales service numbers indicated waning customer trust. Competitors were gaining traction, and despite a global “Quick Service” offering from GM, the local agency lacked the strategy—and cultural nuance—to turn it into a reputational differentiator.

What We Did 

We embedded with customer service teams to conduct first-hand observation and CX analysis. Insights revealed friction in tone, environment, and perception. We led a service area revamp, retrained advisors, and convinced management to fund a localized campaign, featuring a Saudi technician as the face of the initiative. He wasn’t just a model, he was a real mechanic. His role as a cultural symbol was deliberate: human, local, aspirational. We used him to launch Quick Service as a brand moment, not just an operational offering.

Impact 

Service engagement rose significantly. Word-of-mouth picked up. The campaign earned media coverage and repositioned the agency as customer-first and culturally relevant. Marcom spend dropped by 36% the following year due to internal capability and restored loyalty.

Takeaway 

Customer experience isn’t just a service—it’s a story. When localized and personalized, even global products can become national pride points.