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Integrating Quality Management into the value chain

Consumers around the globe today demand the highest quality in all aspects of a product. It is no longer enough to focus on assuring that products and services meet their specified requirements. Quality Management must provide more value to the customer, and that means it needs to become an integral part of a company's value chain. In this article the authors show how this new approach to Quality Management can work, turning it into a strategic asset with huge benefits for the company.


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Automotive Customer Experience Excellence
Customer Experience Best Practices in the Automotive Industry
Curated by Jörg Höhner
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Consumer group 'recommends' Honda road assistance

Following Mazda UK's announcement on Monday (1 September) it would offer NSC-backed roadside assistance as a cost option to owners of its older cars now out of warranty and no longer qualifying for the free service came news on Tuesday that consumer organisation Which? had named Honda (UK) as a 'recommended provider' of roadside assistance based on performance and satisfaction results from UK drivers. related to Aftermarket, Vehicle manufacturers, Vehicle markets, Mazda, Honda,
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Audi opens high-tech complex in Neuburg an der Donau

Audi opens high-tech complex in Neuburg an der Donau | Automotive Customer Experience Excellence | Scoop.it
Under one roof: Audi driving experience center, Competence Center Motorsport with Audi Sport customer racing and functions of Technical Development Investm
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Customer Satisfaction with New Luxury Cars Hits the Skids

Mercedes continues to top a customer satisfaction rating, but some other luxury brands have fallen to the bottom of the rankings.
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New Car Buyers in India Are Choosing Dealers With Good Reputation: Study

New Car Buyers in India Are Choosing Dealers With Good Reputation: Study | Automotive Customer Experience Excellence | Scoop.it
New vehicle buyers in India are choosing dealers based on their reputation and operational effectiveness, claims the J.D. Power 2014 India Sales Satisfaction Index (SSI) Study released today.
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Tata Motors charts new vertical for customer care

Tata Motors charts new vertical for customer care | Automotive Customer Experience Excellence | Scoop.it

Tata Motors Limited has created a new vertical focussing on passenger car customers promising a new enhanced and delightful customer experience.


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BMW Brand Store in Brussels earns Iconic Award 2014

BMW Brand Store in Brussels earns Iconic Award 2014 | Automotive Customer Experience Excellence | Scoop.it
The BMW Brand Store in Brussels, which opened in March 2014, has been honoured by the German Design Council with the Iconic Award 2014 in the category “Int
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Off Year for Automotive Customer Satisfaction

Imports still lead domestics, but the gap narrows because of Asian and European brand declines in satisfied vehicle owners.
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New Dean Honda facility makes customers top priority

After 29 years in the same location on Lebanon Church Road in West Mifflin, the owner and president of Dean Honda, Steve Sherman, decided that his business was ready for a change. “We needed a new facility with more customer amenities,” said Mr. Sherman. “Sort of like when a pro sports team builds a new stadium.”

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Toyota of Naperville reminds customers about mobility options

Estimations made by the Centers for Disease Control in 2012 stated that one in five Americans, or approximately 53 million people, have some kind of disability. Physical disabilities that make it difficult for people to perform routine daily tasks affects about 33 million people. Furthermore, the same set of estimations by the CDC have stated that more than two million people in the U.S. rely on the use of a wheelchair to perform day-to-day activities as well as for mobility. Toyota has a long reputation of reaching out to those who need help and is one of the leaders in the automotive industry for providing adaptive equipment for their roster of cars. Toyota of Naperville is reminding people that they are qualified to provide Toyota Mobility Solutions in Naperville, IL.


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Ford Store borrows from Apple in bid to move brand upscale in Europe

Ford Store borrows from Apple in bid to move brand upscale in Europe | Automotive Customer Experience Excellence | Scoop.it
Ford is the latest automaker to borrow ideas from tech giant Apple. The automaker is rebranding 500 European dealerships as Ford Stores ahead of launching its new Vignale premium trim line.
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New Study: Mobile App Users Become More Frequent Visitors to Dealership Service Department; Visiting Nearly 50% More Often Than Non-App Users

DMEautomotive (DMEa) today released new research proving that mobile app users become more frequent visitors to a dealership's service department after they download the app. The study looked at 307 dealerships nationwide that offer a dealership-branded mobile app and compared the 6-month service visit frequency of consumers after installing the app, versus prior to downloading.


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Self-driving tech will make Volvos even safer, r&d boss says

As self-driving cars become increasingly important, Volvo has unveiled an ambitious plan to position itself at the forefront of this cutting-edge technology.
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Peoples Ford likes to FOCUS on customers

Peoples Ford likes to FOCUS on customers | Automotive Customer Experience Excellence | Scoop.it
Elena Ford talks to MAGGIE BARRY about her drive to improve the consumer experience at her family’s famous marque, her love of cars and her favourite James Bond
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BMW Brand Store in Brussels earns Iconic Award 2014

BMW Brand Store in Brussels earns Iconic Award 2014 | Automotive Customer Experience Excellence | Scoop.it
Munich. The BMW Brand Store in Brussels, which opened in March 2014, has been honoured by the German Design Council with the Iconic Award 2014 in the categ
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Volvo claims industry first as it trials selling cars online

Volvo claims industry first as it trials selling cars online | Automotive Customer Experience Excellence | Scoop.it

Volvo Cars is claiming an industry-first by making a limited number of its new XC90 model available to buy online only as it looks to the car’s launch to revitalise the brand and its approach to marketing.


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Will Cars of the Future be Designed for Women Only?

Will Cars of the Future be Designed for Women Only? | Automotive Customer Experience Excellence | Scoop.it
When Nissan’s CEO Carlos Ghosn told the Foreign Correspondents Club of Japan at the end of July 2014 that women’s increasing influence on the automotive industry was one of the four major trends shaping the global car business, the other auto makers probably felt he had revealed their secret, as [...]
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Customers Less Satisfied With Automakers, Survey Finds

Customers Less Satisfied With Automakers, Survey Finds | Automotive Customer Experience Excellence | Scoop.it
When it comes to making their customers happy, the world’s automakers have hit a bit of a rough patch.For the second-straight year, satisfaction with the aut...
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Vidéo - Nouveau Volvo XC90 : Caradisiac était à la présentation officielle à Stockholm

Vidéo - Nouveau Volvo XC90 : Caradisiac était à la présentation officielle à Stockholm | Automotive Customer Experience Excellence | Scoop.it
Après 12 ans de bons et loyaux services, le XC90 tire sa révérence pour laisser sa place à une nouvelle génération. Les mauvais esprits diront qu’il était grand temps. Mais attention, ce nouveau SUV risque bien de bousculer les habitudes. – Actus auto – Vidéo - Nouveau Volvo XC90 : Caradisiac était à la présentation officielle à Stockholm – Article – Nouveautés - Nouveaux modèles
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Volvo will test selling cars online

Volvo will test selling cars online | Automotive Customer Experience Excellence | Scoop.it
Total of 1,927 individually numbered XC90s to be sold in Canada and 29 other countries using new web interface
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Car Sellers Refine Pitch to Women

Car Sellers Refine Pitch to Women | Automotive Customer Experience Excellence | Scoop.it
Women accounted for 39% of car purchases in 2013, up from 37% four years earlier. Among millennials, 53% of car buyers are female
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2014 Abarth Track Experience Revs Up for Another Round

2014 Abarth Track Experience Revs Up for Another Round | Automotive Customer Experience Excellence | Scoop.it

Three new stops added to the 2014 Abarth
Track Experience to meet increased customer demand Abarth Track Experience
offers professional driving instruction sessions to Fiat 500 Abarth owners

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Luxury car companies woo buyers with 5-star test drive

Luxury car companies woo buyers with 5-star test drive | Automotive Customer Experience Excellence | Scoop.it
Luxury car marketers say this helps build a long-term relationship with the customer to ensure that future buys remain strictly within the brand.
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Honest and reliable service drives business at Waterloo auto shop

Honest and reliable service drives business at Waterloo auto shop | Automotive Customer Experience Excellence | Scoop.it
Lexington Auto Service in Waterloo, Ont. goes the extra mile to ensure complete customer satisfaction at competitive rates.
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Luxury cars get round-trip repair

Luxury cars get round-trip repair | Automotive Customer Experience Excellence | Scoop.it
So your Bentley needs an oil change. Maintenance can be a surprisingly stressful prospect, even for people with resources to spend six figures on a car. The nearest factory-trained mechanic may be hundreds of miles away. Midwestern Auto Group has turned these concerns into a business opportunity. The Dublin dealership has seen rapid growth in a service that picks up vehicles across a five-state region, transports them to central Ohio for repairs and returns them.
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How to Salvage the Customer Experience After a Recall

How to Salvage the Customer Experience After a Recall | Automotive Customer Experience Excellence | Scoop.it

Automobile recalls are inevitable. As more vehicles flood the market and technology changes, auto manufacturers may miss problems before the cars get on the road. Older vehicles may also need to be recalled for minor fixes.

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