Driving Change in the Automotive and Mobility Sectors: changemaker and Luminary Partner for Customer Success
Written by Jason Craker on
As we step into a new year, the automotive and mobility sectors are navigating uncharted terrain. Emerging market entrants and established players alike face challenges in connecting with customers amidst global disruption and shifting economic pressures. At changemaker, we believe that sustainable success in any industry begins and ends with understanding people, and that's why we are thrilled to announce an exciting new partnership with Luminary Advisory Partners (LAP). Together, we’re introducing a game-changing tool for brands looking to thrive in this rapidly evolving landscape.
A Partnership Built on Experience and Vision
Our collaboration with Luminary combines changemaker's expertise in delivering transformational change with Luminary’s unparalleled experience in the automotive and mobility sectors. The result? A proprietary brand measurement tool designed to help businesses assess, adapt, and succeed.
The Automotive Customer and Market Engagement Framework (ACM-EF) is the first major output of this partnership—a tool built to deliver clarity and actionable insights for brands navigating complex markets. By focusing on seven critical pillars of customer success, ACM-EF offers a unique, comprehensive lens to measure and enhance brand performance.
These seven pillars—Story, Product, Brand, Retail, Customer, Compliance, and Support—highlight the interconnected aspects of a brand’s relationship with its audience. They help companies identify strengths and address challenges, ensuring a sustainable and customer-focused strategy.
Why Now? The Case for Clarity in a Disrupted Market
The automotive and mobility sectors are undergoing rapid transformation. New technologies, environmental pressures, and shifting consumer expectations are forcing businesses to rethink how they operate. For market newcomers, speed to market is critical. Established players, meanwhile, need to deepen engagement to retain and grow their customer base.
Our Director of Human Change, Paul Major, explained:
"In an increasingly challenging automotive market experiencing significant disruption and global economic and environmental pressures, it has never been more important to ensure that companies’ investments and initiatives actually deliver the outcomes expected."
Our work with Luminary addresses this need directly. The ACM-EF framework brings predictability to change programmes by providing a clear understanding of how a brand connects with its customers. It’s not just about identifying what works—it’s about building structures and strategies that deliver lasting results.
The Seven Pillars of Success
At the heart of the ACM-EF framework lies a commitment to understanding and improving the full customer journey. Here’s a glimpse into the framework’s seven pillars:
- Story: How compelling is your brand narrative? Does it resonate with your audience’s values and aspirations?
- Product: Beyond innovation, does your product truly meet customer needs?
- Brand: Are you building trust and recognition in both new and existing markets?
- Retail: How seamless and engaging is your customer’s retail experience?
- Customer: Are you listening to and acting on customer feedback?
- Compliance: Do you meet regulatory standards without compromising customer trust?
- Support: Is your post-purchase experience driving loyalty and advocacy?
These pillars work together to provide a 360-degree view of brand performance, enabling leaders to make informed decisions that drive measurable outcomes.
Are You Ready to Transform?
Whether you’re a new entrant seeking to make an impact or an established brand looking to deepen customer engagement, the ACM-EF framework offers a pathway to success. At changemaker, we’re here to help you navigate this journey.
If you’d like to learn more about the framework, drop us a line via our contact page. We’d love to discuss the ways we can help you embrace change and take your business to the next level!
