The Ask
Once a category leader, Hertz had slipped to third place in customer satisfaction behind National and Avis. Rodmell was tasked with revitalizing the Hertz brand by reimagining its customer experience across the global rental journey—elevating perception, increasing loyalty, and making the rental process more relevant in a competitive market.
The Action
Rodmell led a full audit of Hertz’s CX ecosystem, identified key friction points and designed a future-forward customer experience strategy centered around clarity, control, and convenience.
Services provided
Services
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CX Strategy
To inform the transformation, we performed a comprehensive audit of the end-to-end customer journey—benchmarking Hertz against its competitors and identifying white space for innovation. This deep dive allowed us to define new loyalty experiences, upgrade decision points, and architect a seamless path to purchase.
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Hertz Ultimate Choice
One of the flagship initiatives was Hertz Ultimate Choice, a program that put more vehicle selection power in customers’ hands. We developed and rolled out the new CX playbook including signage, digital, and service improvements across over 100 locations globally.
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Retail Experience
We developed a new retail concept, refreshing the 100+ year old brand by focusing on service, ease and convenience, with careful consideration for Hertz’s loyalty customers. Incorporating elevated retail fixtures and finishes, the new experience is enhanced by crystal clear wayfinding and digital features throughout the customer journey.
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Add paragraph text. Click “Edit Text” to update the font, size and more. To change and reuse text themes, go to Site Styles.
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Add paragraph text. Click “Edit Text” to update the font, size and more. To change and reuse text themes, go to Site Styles.
Rodmell has supported Hertz in the ideation, branding, creative and implementation of our Customer Experience strategy at over 100 sites across North America and internationally. They provide a unique blend of strategic, creative and executional capabilities and are a great team to work with.
Carrie Beeman | Senior Director Customer Experience
Hertz
CONSULTING
- Research & Insights
- CX Optimization
- Marketing / Digital / Loyalty
- Product & Service Strategy
BRANDING
- Customer Segmentation
- Brand Strategy & Positioning
- Brand Activation
- Name Generation
CREATIVE
- Brand Identity
- Retail Concept / Experience
- Marketing / Advertising
Creative
Services
Branding
Services
Consulting
Services
Implementation
Services
Services provided
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