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Automakers Shift Investment from Traditional Advertising to Digital Strategies for Vehicle Launches

Automakers Shift Investment from Traditional Advertising to Digital Strategies for Vehicle Launches | Automotive Customer Experience Excellence | Scoop.it

Consumers are driving the changes in the car buying experience and automakers are adjusting their marketing strategies to influence the decision making process.  According to PwC's Autofacts Analyst Note for August, automakers are investing in new social media and digital campaigns to launch vehicles and engage the next generation of consumers. 


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Automotive Customer Experience Excellence
Customer Experience Best Practices in the Automotive Industry
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Dealer satisfaction grows when auto lenders embrace e-contracting

That’s one of the key findings from the 2015 U.S. Dealer Financing Satisfaction Study by J.D. Power released this week. Another takeaway: Dealers are willing to pay lenders a premium for good service.

When dealers use lender-provided e-contracting, their overall satisfaction averages 913 on a 1,000-point scale, compared with 856 when lenders don’t provide e-contracting, J.D. Power said Monday when results of the study were released.
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2 hours to delivery remains buyers’ desire

2 hours to delivery remains buyers’ desire | Automotive Customer Experience Excellence | Scoop.it
In findings that should catch the attention of used-vehicle departments, too, a monthly analysis developed jointly by J.D. Power and DealerRater showed a majority of new-vehicle buyers in the United States indicate that it should take no more than two hours to complete a vehicle purchase from the time they walk into the dealer showroom.

But J.D. Power and DealerRater pointed out in the June 2015 PowerRater Consumer Pulse that industry data pinpoints the median amount of time actually spent completing a new-vehicle transaction is four hours.
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Coming Soon: Virtual Dealerships in Real Dealerships

Coming Soon: Virtual Dealerships in Real Dealerships | Automotive Customer Experience Excellence | Scoop.it
U.S. dealership of the near future are expected to use large interactive video screens, virtual-reality headsets and the like to move the metal.
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Hyundai Earns High Marks In Annual J.D. Power APEAL Study

Hyundai Earns High Marks In Annual J.D. Power APEAL Study | Automotive Customer Experience Excellence | Scoop.it
Hyundai followed up last year's No. 1 ranking by finishing second among non-premium automakers in the J.D. Power 2015 Automotive Performance, Execution and LayoutSM (APEAL) Study released today. In its 20th year, the APEAL study examines owners' assessments of the design, content, layout and performance of their new vehicle.
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MYNEWCAR.IN receives more than 700 Enquiries to Book the most-awaited SUV “Hyundai Creta” Online

Today’s car buyers start online. Buying cars online has moved beyond searching and comparing to actually buying a new car. Car Buyers typically start the car buying process online with about 94% browsing before going to the dealer today, as per the industry sources. The first place a buyer is likely to find “my new car” on the Internet are – OEM websites, Automotive portal, Dealer websites, Search engines and Social network. The web gives consumers the power to search, compare, configure, calculate and communicate. While consumers do purchase accessories online, the Industry was lagging on consumers actually buying a new car online.

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Swapalease: Most consumers like Tesla sales model, but there's a catch

Swapalease: Most consumers like Tesla sales model, but there's a catch | Automotive Customer Experience Excellence | Scoop.it
Though Tesla’s direct-to-consumer model has caused quite a stir in among the dealer industry over the past few years, leasing marketplace Swapalease.com took a look at the consumer side of things with interesting results.
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How psychology can support targeted marketing for car dealers

Deriving psychological profiles from people’s social media footprints and combining the insights with an increasingly diverse range of communication channels spells enormous potential for the automotive sector.
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This Auto Dealership Built A Pro-Millennial Customer Experience By Consulting 5 Key Service Trends

This Auto Dealership Built A Pro-Millennial Customer Experience By Consulting 5 Key Service Trends | Automotive Customer Experience Excellence | Scoop.it
Millennial customer experience lessons drawn from automotive retail (car dealerships): How consulting 5 key customer service trends can transform this industry - and yours - into something that appeals to customers today, whether millennial or Baby Boomer
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Deutsche Telekom & Salesforce accelerate IoT driving experience

Joint car venture between the two companies to expand to retail sector.
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Make Customer’s Drive to Your Virtual Car Lot a Breeze

Today, more consumers are researching cars online before ever stepping onto a dealer’s lot, significantly cutting down on the time spent at dealerships.

In a recent Accenture survey of 10,000 automotive consumers, 62% said they researched their vehicle purchase online before contacting a dealer, while only 7% said they did not use the Internet.
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Car brands that offer you the best services in South Africa

A survey measuring the customer experience for people buying or servicing a car in South Africa finds German brands to be the best.
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Mahwah Honda earns Honda President's Award

American Honda Motor Co., Inc., recently announced that Mahwah Honda is among the recipients of its prestigious Honda President's Award for 2014. This annual award is presented to Honda dealerships for exceptional performance in all facets of their operations - profitability, sales, vehicle condition, customer experience, service retention, and brand representation.
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Hyundai offers way for technicians, shoppers to connect

Hyundai offers way for technicians, shoppers to connect | Automotive Customer Experience Excellence | Scoop.it
Hyundai Canada announced this week a new initiative that can help get consumers ready for summer travel as well as offer dealership service departments a chance to connect with potential customers and show off the Hyundai lineup.
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Consumers still fear pressure and negotiations when buying car

The motor retail industry still needs to combat consumer perception of high pressure salespeople and deal negotiations.

According to research by Auto Trader into the car purchase journey of 1,000 car buyers, deal negotiations and salesperson pressure were the two principal pain points for those who buy from a dealer.
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Storytelling goes long way to drive customer satisfaction online

A little storytelling to grab potential shoppers’ attention on the Web goes a long way these days.

That’s according to the summer J.D. Power 2015 Manufacturer Website Evaluation Study released Monday that highlights how storytelling can help drive auto shopper customer satisfaction.

The semiannual study showed that OEMs are moving away from static text and pictures on their websites, and instead are telling engaging stories about their vehicles using more impactful visuals with in-depth descriptions and interactive content.
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Maruti Suzuki NEXA showrooms launched in India

Maruti Suzuki NEXA showrooms launched in India | Automotive Customer Experience Excellence | Scoop.it
Maruti Suzuki has launched its new premium sales channel – NEXA. The Indian carmaker aims to offer premium automotive retailing experience to its customers through their new flagship showrooms. In the coming 6-8 months, Maruti Suzuki will open the doors to nearly 100 new NEXA showrooms across India.
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Infiniti Enhances the Retail Experience with Industry Leading In-Dealership Technology

Infiniti Enhances the Retail Experience with Industry Leading In-Dealership Technology | Automotive Customer Experience Excellence | Scoop.it

Infiniti announced today that the company has developed and launched an innovative retail sales and service app for its retailers, ICAR-X (Infiniti Client Acquisition and Retention Experience), that streamlines the car-buying process. ICAR-X, a newly developed software tool, enables Infiniti retailers to deliver a more efficient and premium sales experience using cutting-edge mobile technology. ICAR-X is designed to minimize known client “pain points,” system redundancies and significantly speed up the car-buying process, thereby improving client satisfaction and the overall experience.

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“The Customer’s ‘Total’ Experience Defines Quality, Fiat Chrysler Scores Highest in Total Quality,” Says Strategic Vision | Business Wire

Unknown to many, when some consumer research firms rank a car company’s quality performance they often do so by simply “counting problems.” In the past, this may have been acceptable, but in today’s modern and efficient manufacturing world the difference between the worst brand and best brand is LESS than half-a-problem per vehicle. Thus, any “quality ranking” based on this method is severely lacking in the complete picture of the “Total” Quality experience that customers actually use to judge their product ownership. Today, Strategic Vision released the results of its 20th annual Total Quality Index™ (TQI) study that not only measures problems, but also includes over 155 specific aspects of the customer’s experience. As a result, by considering the metric at the corporate level, Fiat Chrysler Automobiles (FCA) has the industry’s highest score.
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The Used Car Market Meets 2015: No Showroom, No Salesmen, Free Delivery

The Used Car Market Meets 2015: No Showroom, No Salesmen, Free Delivery | Automotive Customer Experience Excellence | Scoop.it
Vroom wants to be the Amazon of used car sales. But how do you win trust for a used car dealership? And an online one, at that?
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Make Customer’s Drive to Your Virtual Car Lot a Breeze

Today, more consumers are researching cars online before ever stepping onto a dealer’s lot, significantly cutting down on the time spent at dealerships.

In a recent Accenture survey of 10,000 automotive consumers, 62% said they researched their vehicle purchase online before contacting a dealer, while only 7% said they did not use the Internet.
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Ford shifting gears as it teases new e-bike, flexible ownership

The annual “Further with Ford” event, held last week in San Francisco and Silicon Valley, has signalled a change for the venerable manufacturer. While this is the fifth time the gathering has taken place, it’s the first to be held outside of company headquarters in Dearborn, Mich.


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Cartisan guides users to the right service centre

Most of us love cars. We look at cars, admire them, appreciate the efficiency, and look for a sense of freedom when we are driving them. And better cars ma
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GM’s 4G connection to boost consumer features, revenue

Large SUV customers are topping early renewals for OnStar 4G LTE subscriptions; company plans more paid services with 4G
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Ford Testing Car-Sharing Program

Ford Testing Car-Sharing Program | Automotive Customer Experience Excellence | Scoop.it
Automaker Ford Motor Co. (F) will launch a pilot car-sharing program for select customers in six U.S. cities and in London.

Ford Motor Credit said the pilot program, "Peer-2-Peer Car Sharing," will be offered to 14,000 customers in six U.S. cities and to 12,000 customers in London.
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arvato UK and Renault UK Partnership Wins Major European Customer Service Award

The partnership between arvato UK and Renault UK has been recognised for delivering excellent customer service and engagement at this year’s European Contact Centre and Customer Service Awards (ECCCSA).
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