Putting the customer in the driver’s seat Toyota Great Britain (TGB) recognized an opportunity to transform the traditional car buying experience and position itself for future success in a rapidly evolving industry. With the creation of ConsumerOne, TGB focuses on fusing traditional research with a contemporary, customer-centric approach. Foundational to the program, five insight communities deliver fast, agile access to customers, prospects, dealerships and staff who have consented to give feedback on an ongoing basis, making the voice of the customer available to all employees to improve the customer’s experience. Toyota accelerates innovation and improves every touchpoint of the customer journey with the collection and application of consent-based data Improves handover exper

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