Costco is a wholesale membership retailer dedicated to providing the best prices on quality goods. Founded in 1976, originally only serving small business, Costco is now a multi-billion dollar currently operating in eight countries.
The Hertz Corporation operates the Hertz, Dollar and Thrifty car rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.
Hertz’s 1-800 customer service only operated Monday-Friday, and did not answer questions received over social media. This meant that weekend travelers could not reach any form of live customer service. This was extremely surprising and upsetting for many Hertz Rental Car customers who expected the global travel mega-company to have customer service available in their time of distress.
Nuvi developed a real-time outreach strategy built around keywords, personalized responses, and coupon sharing. As well, a social customer care solution was implemented to reverse negative sentiment. Costco used Nuvi Engage to intercept mentions with keywords relevant to the offer along with Nuvi Plan and Publish to collaborate and send personalized communications to potential customers. Nuvi Analyze allowed Costco to understand the effectiveness of the targeted content.
In just 8 weeks, Nuvi was able to help bridge the gap between Costco and their customers in the following ways: