Client: Automobile Company
Objective: Elevate customer experience across every touchpoint — from point of sale to service visits and roadside assistance.
Tagline: “Never Let a Customer Feel Forgotten”

The Challenge

The client wanted to go beyond vehicles and create meaningful customer engagement. Traditional gifts at the point of sale or service felt transactional and forgettable. The challenge was:

• How to build an ongoing emotional connection beyond the showroom?
  
  

• How to integrate lifestyle, utility, and delight into customer journeys?
  
  

• How to ensure customers never feel neglected — even during breakdowns?
  

The Zestta Delight Solution

Zestta Delight curated a 360° engagement journey with the client:

• Point of Sale: ₹1000 e-voucher pack, lifestyle kits, A recurring engagement model with all-year-round subscriptions — the Delight Pass, offering healthcare, accident assistance, and legal helpline support.

• Service Visits: Coffee/snack coupons, gamified feedback rewards, mechanic WhatsApp video summaries, birthday gifts.
  
  

• Roadside Assistance: Concierge guidance, OTT access, comfort kits, emergency tokens, “While You Wait” contests.
  
  

Packaging ranged from luxury boxes with the client logo to eco-friendly kits and glove-compartment-sized RSA packs.

The Impact

• Customers felt valued beyond the purchase with thoughtful touchpoints.

•  Engagement became tiered and personalized (Basic, Premium, Elite), making customers feel special.

•  The client gained behavior insights through gamified feedback and digital interactions.

•  Stronger brand differentiation by embedding itself into customers’ daily lifestyle moments.

•  Built long-term loyalty and retention across the ownership lifecycle.