Automotive Customer Experience Excellence
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Automotive Customer Experience Excellence
Customer Experience Best Practices in the Automotive Industry
Curated by Jörg Höhner
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Beepi takes 2 steps toward 'better-than-reality experience'

Beepi takes 2 steps toward 'better-than-reality experience' | Automotive Customer Experience Excellence | Scoop.it
Before Beepi launched in April 2014 as “one of the first ways to completely buy or sell a car online,” questions remained as to whether the general public was ready for this type of platform, says head of product Tyler Infelise.
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Recalls trigger decline in dealer service satisfaction

It appears the demands stemming from millions of recalled vehicles flowing into dealership service bays are catching up with franchised stores.
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Visit the #1 Honda dealer in Canada for customer service

Kawartha Lakes Honda is a full service car dealership that sells new and pre-owned vehicles in Lindsay, Brock County and the Kawartha region of Ontario. At Kawartha Lakes Honda, customer service and satisfaction come first in everything that they do. In fact, the Kawartha Lakes dealership has been voted the #1 Honda dealership in all of Canada for overall customer satisfaction in both sales and service.
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For Dealers, Online Presence Key to Influencing Car Shoppers

Of the time spent in the car buying process, 60 percent – 5 hours and 12 minutes – is allocated to using third-party sites or apps to research and shop online, according to the inaugural Car Buyer Journey study commissioned by Autotrader and conducted by IHS Automotive. The study found that of the 88 percent of shoppers using the Internet for vehicle shopping, 78 percent use third-party sites or apps during the car buying process. Consumers that research or shop on the Internet use Autotrader or Kelley Blue Book 73 percent of the time.
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PSA creates virtual reality experience with Dassault Systèmes' Virtual Garage

PSA creates virtual reality experience with Dassault Systèmes' Virtual Garage | Automotive Customer Experience Excellence | Scoop.it
Dassault Systèmes has announced that premium automotive brand, DS, of the PSA group, has used the “Virtual Garage” industry solution to create an immersive, virtual reality booth experience at the 86th Geneva International Motor Show from March 3-13, 2016.
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3 Ways Dealers Can Use Tech to Improve Customer Experience

3 Ways Dealers Can Use Tech to Improve Customer Experience | Automotive Customer Experience Excellence | Scoop.it
In their November mid-year update DealerRater announced that Lexus (luxury segment) and Hyundai (mass-market segment) were in the lead for the 2016 Customer Rating Index. The final winners, chosen based on average consumer ratings posted on DealerRater,  will be announced in April as the highest (and lowest) ranked manufacturers by experience at the dealership level. Their CEO stated in the mid-year press release, “Leading OEMs now realize that customer experience is the key differentiator when it comes to consumers choosing where to buy and service their vehicles.” And he’s not alone in his opinion.
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Car-Buyer Survey Shows Soft Sell Seals Success

Asked to rank the most desirable qualities of the car-buying experience – minus the obvious answers of price and choice, honesty and confidence in the salesperson and improved customer service were the most important factors. 
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Irwin Hyundai wins dealer of the year by online review site DealerRater.com

The Irwin Automotive Group knows that car buyers are turning to online reviews to inform their purchasing decisions more than ever.  Making Irwin Hyundai very proud of their 2016 DealerRater Dealer of the Year awards for the second year in a row. The awards recognize auto dealerships across the U.S. and Canada that deliver outstanding customer service, based on consumer reviews written on DealerRater.com.

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Digital automotive showrooms on the cards

improve customer experience and gain competitive advantage, automotive dealerships must become digitised to improve the sales and aftersales experience.
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Fiat Chrysler Automobiles Showcases Immersive Augmented Reality Car Configurator Built by Accenture with Project Tango

Fiat Chrysler Automobiles Showcases Immersive Augmented Reality Car Configurator Built by Accenture with Project Tango | Automotive Customer Experience Excellence | Scoop.it
First-of-its-kind mobile augmented reality solution creates a life-size 3D, virtual vehicle to enhance the car buying experience with Google's technology
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Audi Drives Virtual Reality Showroom with HTC Vive

Audi Drives Virtual Reality Showroom with HTC Vive | Automotive Customer Experience Excellence | Scoop.it
Automaker Audi's showroom of the future will use virtual reality, featuring HTC Vive and Oculus Rift headsets, to sell cars.
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Ileana Carrillo's curator insight, January 17, 12:50 PM

Future will use virtual reality - Automotive Industry

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Ford cars will soon check to see if you got enough sleep last night

Ford cars will soon check to see if you got enough sleep last night | Automotive Customer Experience Excellence | Scoop.it
They can already park themselves and slow down if they get too close to the vehicle in front, but cars will also soon carry out a health check on motorists to see how stressed or sleepy they are.
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Virtual dealers make buying used cars painless

Silicon Valley is grabbing a piece of the hidebound used-car industry with technology that makes buying a car a matter of a few clicks on a smartphone.

Launched in the past two years, valley startups Shift and Beepi, Phoenix's Carvana and a few others have put pre-owned car buying online, where deals can be struck and financing obtained in minutes, with the car delivered to your door.
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The Car-Buying Process: One Consumer's 900+ Digital Interactions

The Car-Buying Process: One Consumer's 900+ Digital Interactions | Automotive Customer Experience Excellence | Scoop.it
It's no surprise that consumers turn to digital—especially mobile—as they shop for a car. But thanks to new data from Luth Research, we can see exactly how (and how much) digital shapes the auto customer journey. Check out the 900-plus digital interactions one consumer had leading up to her lease.
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Audi Achieves No. 1 Spot in J.D. Power 2016 Customer Service Index

For the first time ever, Audi of America placed first among all other automotive brands in the 2016 J.D. Power Customer Service Index (CSI).

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Orange Coast Infiniti Sets the Bar for a Premier Customer Experience

As a premier Infiniti dealership in Southern California, Orange Coast is always exploring ways to improve its customers experience.

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Changes abound in car retailing

Changes abound in car retailing | Automotive Customer Experience Excellence | Scoop.it
How digital is the auto retail environment becoming? Consider this: OEMs are likely to launch approximately 100 new digital stores globally in 2016, says Lisa Whalen of Frost & Sullivan.
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3 Ways Dealers Can Use Tech to Improve Customer Experience

3 Ways Dealers Can Use Tech to Improve Customer Experience | Automotive Customer Experience Excellence | Scoop.it
In their November mid-year update DealerRater announced that Lexus (luxury segment) and Hyundai (mass-market segment) were in the lead for the 2016 Customer Rating Index. The final winners, chosen based on average consumer ratings posted on DealerRater,  will be announced in April as the highest (and lowest) ranked manufacturers by experience at the dealership level. Their CEO stated in the mid-year press release, “Leading OEMs now realize that customer experience is the key differentiator when it comes to consumers choosing where to buy and service their vehicles.” And he’s not alone in his opinion.
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US: 38.3 million used-car sales in 2015

US: 38.3 million used-car sales in 2015 | Automotive Customer Experience Excellence | Scoop.it
Last year was the best ever for franchised dealers’ used-car operations, and the pre-owned industry as a whole had its strongest year since 2007, according to a report from Edmunds.com.
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SEAT, SAMSUNG and SAP join forces to develop the “connected car” of the future

SEAT, Samsung Electronics and SAP SE have created a technological alliance to develop future projects for the connected car. At the 11th edition of Mobile World Congress (MWC), scheduled to begin next Monday in Barcelona, the three companies will showcase cutting-edge concepts developed by pooling their innovation and industry-leading expertise.
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Car starting experience primed for a big change

Car starting experience primed for a big change | Automotive Customer Experience Excellence | Scoop.it
The car driving experience is primed to be a bit different very soon, especially for those buying new Volvos.

Car maker Volvo is triggering a new customer experience in developing a smartphone app that will replace the car key and initiating a pilot later this year.
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How GM Uses Social Media to Improve Cars and Customer Service

In 1933, General Motors President and CEO Alfred Sloan established the automobile industry’s first full-time consumer research department under the direction of Henry “Buck” Weaver, a pioneer in market-based decision making. Weaver’s staff sent three million mailings a year to GM and non-GM customers, achieving a remarkable 25% response rate. People were asked about GM products, upholstery textures, colors, vehicle designs, and technology, and their feedback was incorporated into GM vehicles. The approach was so novel that Time magazine featured Weaver on its cover in November 1938, reporting that his research led to 185 vehicle improvements, ranging from longer bumpers and rubber-padded pedals to air conditioning and the partial elimination of running boards.
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Lifting the Hood on Mercedes-Benz’s Differentiated Customer Experiences

Brand awareness isn't a challenge for a company like Mercedes-Benz, but even a brand that's associated with luxury and quality must do more to stay ahead of the competition. As the automotive space undergoes massive digital disruptions, traditional car makers are pressured to keep pace with changing customer expectations.
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Connectivity, digitization to influence auto industry till 2025: KPMG

Connectivity and digitisation are the most important trends which could influence the global automobile industry from 2016 to 2025, said KPMG Global Automotive Executive Survey (GAES) released on Monday.
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Ford Invests in Making Customer Experience as Strong as Its Cars, SUVs, Trucks and Electrified Vehicles with FordPass

Ford Invests in Making Customer Experience as Strong as Its Cars, SUVs, Trucks and Electrified Vehicles with FordPass | Automotive Customer Experience Excellence | Scoop.it
As part of its transformation into an auto and mobility company, Ford is introducing FordPass® – a platform that reimagines the relationship between automaker and consumer. FordPass aims to do for car owners what iTunes did for music fans.
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