Lexus Encore - Brand building CRM

We turned Lexus’ CRM program into a brand and commercial asset. As well as thousands of customer journeys, we built partnerships that gave members Westfield valet parking and exclusive experiences at Australia’s finest bars and restaurants. Encore delivered Lexus’ promise of luxury living and became a brand selling point. In addition, we used the millions of customer data points to develop a propensity model that shortened the purchase cycle and reduced churn.