THESIS WORK

Thesis work: Customer Experience: How to deliver an effective, value-focused customer experience - Volvo Trucks’ premium customer experience.


Background of thesis project
In Volvo Trucks we have the ambition to be number one in customer satisfaction within the transport industry. We know that the customer experience drives customer satisfaction as well as loyalty so a continuous focus on improvements is crucial for our long-term success.
In order to have the most satisfied customers, we must provide a premium experience that adds value to their business. As customer experience is the perception of everything we do and deliver, we would like to investigate and clarify what categorizes a great customer experience in the truck business.


Assignment and expected outcome
The Thesis work should focus on studying and understanding what defines a great customer experience (common denominators) and how Volvo Trucks should work to achieve a premium customer experience in different customer touch points - identify major gaps and bring recommendations on how to address these.
Based on premium customer experiences across different industries (B2C and B2B), describe what characterizes a great customer experience within the transport industry
Identify what the similarities or commonalities between companies who are delivering great customer experiences are.
Conclude how we as a company can achieve and drive towards consistency in customer touch points while being true to the same core
Identify best practices on how companies keep their customer experience together across different touchpoints, and how they measure/follow-up continuously.
Recommend a working model/process that will help close the gap between our current and wanted customer experience in a structured way

Methodology
Interview stakeholders within and outside of Volvo Trucks to conclude where we are today in terms of delivering on our wanted customer experience.
Bring external insights, benchmarks and learnings from research and industries in the front line

Student profile and application:
Master of Science in Marketing, Communication, Business Administration, International Business, Behavioral sciences or similar.

Application deadline 1st of November
Language: English
Number of students: 1-2


The Volvo Trucks Customer Experience & Insight team is a center of expertise where we focus on building knowledge in the area of customer experiences and insights by finding best practices and applying them in projects within Volvo Trucks.
Insights are used to build a better and more effective communication and content for our target groups. The customer experience area is a cross functional working area involving dealers, markets as well as process owners. The focus is to drive and support the development towards the wanted customer experience.


Contact information:
For further information, please contact:
Name: Bruna Araujo, Rickard Strömberg & Kristin Signert
Dept: Customer Experience & Insight Department
E-mail: bruna.araujo@volvo.com / Rickard.stromberg@volvo.com / kristin.signert@volvo.com
Phone: +46(0)739 020961 / +46 (0)765 531093 / +46 (0)739 029174


Mentors:
Bruna Araujo, Customer Experience Manager
Rickard Strömberg, Market Analysis & Customer Insights Manager
Kristin Signert, Director Customer Experience & Insight