A warm welcome for almost every new customer, without asking for anything in return.

The challenge

A strong start, but no emotion.

New customers received their car and all the practical information. Everything was handled properly, but there was no personal moment at the start of the customer relationship.

The CX specialist wanted customers not just to sign a contract, but to feel genuinely welcomed straight away. The team wrote cards themselves and the reactions were great. But it was an extra job, and as soon as things got busy, this gesture was the first thing to slip: 80% of the cards were never sent.

What happened

From a weekly list to fully automatic.

After ordering samples, the team’s verdict was: impossible to tell from the real thing. At first, the team uploaded a list of new customers every week, five minutes’ work. Recently, that has gone fully automatic.

New customers get a welcome card, returning customers an “enjoy your new car” card. Every card mentions the car the contract is for.

Deliberately without a QR code or sales message. No request for a review, no upsell push. Precisely because nothing is asked of them, customers want to give something back.

The results

A welcome for every customer, and more unprompted reviews.

Almost every new customer now receives a personal card. Reviews have mentioned the card by name several times. One customer even came back for another car, saying it was because he loved the card so much.

The process scales and now runs fully automatically: the team no longer has to lift a finger.

What this campaign shows

The insight

Precisely because the card doesn’t ask for anything, customers mention it unprompted in their reviews. And because sending is automatic, the gesture no longer slips when things get busy.