CASE STUDY
The CX System That Helped 100 Dealers Perform Like One Brand
A global heavy equipment manufacturer with a strong brand and loyal customer base was aiming to scale growth across nearly 100 independently owned dealer locations. Despite its reputation, the company lacked a consistent system to track experience, identify risk, and align performance across the network.
WHY PATHIndustrial Insight That Builds Trust
PATH brings over 40 years of experience helping industrial manufacturers turn complexity into competitive advantage.
Our systems align customer experience with operational performance—especially in decentralized models. This client didn’t just need more feedback—they needed a scalable CX foundation that earned trust across the dealer network.
THE CHALLENGEHow do you align 100 locations to one brand promise?
Leadership faced a critical crossroads:
Dealer networks were growing, but consistency, clarity, and accountability were not.
The leadership team was asking: Are we delivering the experience we promise—or just assuming we are?
They needed to:
Design a scalable, standardized way to measure CX
Understand the real needs of end customers and dealers
Use insights to drive performance and protect reputation
Surveys produced low response rates. Insights were anecdotal. Without a trusted CX system, the company couldn’t protect its market position or scale experience with confidence.
OUR ROLEExperience Alignment at Scale
PATH applied its Competitive Advantage System to assess CX blind spots and implement Voice, our real-time feedback system designed for complex environments. This wasn’t just about listening—it was about building a system that drives trust and performance across the network.
Voice
Solution
APPROACHTurning Disconnected Data into Strategic Insight
PATH built a scalable CX system tailored to the operational realities of a decentralized dealer network.
Start Small, Prove Value
Launched Voice with a small dealer group to demonstrate value without adding burden.
Protect Trust, Not Police It
Handled customer feedback as a neutral third party, earning dealer buy-in and participation.
Visualize the CX Journey
Mapped the full customer experience to align leadership and dealers around shared priorities.
Listen Deeply
Live interviews surfaced loyalty drivers missed by digital tools—like “getting the job done right the first time.”
THE BREAKTHROUGHBy pairing customer and dealer feedback, PATH helped the client reveal critical blind spots—showing that while satisfaction scores were high, expectations were shifting fast. What surfaced was a clear, shared direction for elevating experience across the network.
OUTCOMEImpact Highlights
Market Position Protected
The program reinforced the brand’s premium stance in a competitive environment.
Experience Recovery Achieved
NPS and %Excellent scores hit post-pandemic highs—meeting targets and industry benchmarks.
Operational Gaps Exposed
Service-level insights revealed major risks and helped focus improvement efforts.
Dealer Performance Aligned
CX became a shared language across locations, empowering better execution.
Blind Spots Eliminated
Leadership gained real-time visibility into loyalty risks and performance variances.
System Built for Scale
The company now has a proven model to guide experience investments moving forward.
We finally have a clear line of sight into dealer performance and customer experience. It’s helped us align priorities, close gaps, and support every location in delivering on the brand promise.
“
VP of Dealer Development
CONNECTWant to Make Experience Your Differentiator?
PATH helps leading industrial brands build CX systems that power growth, protect trust, and scale with precision.