Customer Experience (CX)
Embedding a Customer-First Culture That Drives Loyalty
At PHM, we help automotive businesses build cultures where the customer is at the heart of every decision, every interaction, and every innovation. A true customer-first culture isn’t just about process — it’s about mindset. It’s about creating emotional connections that turn everyday moments into memorable experiences, and those experiences into long-term loyalty.
We work with OEMs, national sales companies, and dealer networks to embed this mindset across all levels of the organisation. From leadership alignment to frontline empowerment, we help your people understand the value of customer-centricity — and live it every day.
What We Deliver:
Cultural Alignment
We help define what customer-first means for your brand and ensure it’s reflected in behaviours, communications, and leadership at every level.
Emotional Engagement
We design experiences that help employees connect emotionally with customers — because emotion is what creates memories, and memories drive loyalty.
Brand and CX Advocacy
When employees believe in your brand and understand their role in the customer journey, they become powerful advocates — not just for your products, but for the experience you promise.
EV and Innovation Readiness
As the industry evolves, we help your teams embrace change — including the shift to EVs — with confidence, clarity, and a customer-first mindset.
Sustainable Change
We don’t just deliver training. We embed behaviours that last — through leadership coaching, performance support, and measurable KPIs.