Client

Ducati, world famous Italian automotive brand.
 
Aims
To learn more about Ducati customers and provide them with advanced customer satisfaction campaigns by collecting feedback.

Monitoring and increasing customer satisfaction

Direct contact with customers also when collecting feedback
 
Solutions
Ducati and MagNews are a perfect partnership, constantly setting themselves and achieving ambitious targets. Ducati began using MagNews in 2004 to send regular profiled multilingual newsletters and the success of this joint venture led to a new challenge: to come up with a worldwide e-mail marketing campaign to measure customer satisfaction.
When a customer purchases a motorbike, Ducati sends him a welcome letter, inviting him to visit a specially reserved website where he can share information and talk about his interests, post his opinions and share his purchase and after sales experience. All this information is useful to establish an important indicator for Ducati: the Customer Satisfaction Index.

The projects developed by MagNews and Ducati are further focused on customer satisfaction thanks to the contact plan. Since the company's priority is to make its customers happy, every time they take part in a survey or contact Ducati with a specific request, the platform designed by MagNews collects the information and sends it directly to the customer database. This leads to the creation of personalised communications based on the requirements expressed. Ducati uses the contact plan to take care of its customers, reminding them of services dates for example, keeping them up-to-date with the latest Ducati news and inviting them to fill out its customer satisfaction questionnaire (CSI) every year to monitor their level of satisfaction over time. The plan is available in 6 languages and communications are personalised based on the model of motorbike and country of origin.
 
Thanks to this smooth-running process, every aspect of Ducati's communications is geared to its customers' requests; they are precise and customised to target expectations and never lose sight of the real heart of its business: an invaluable resource which allows it to maintain the pulse of its market at all times.
 
Results
This project keeps Ducati in constant touch with its customers with a marketing strategy aimed at building successful customer relations and listening to what they have to say. E-mail has become Ducati's main tool for communicating and exchanging information with its customers, information which must always be timely and welcome. 
 
Numbers
Consistently sends 3,000,000 e-mails worldwide.