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Automotive Customer Experience Excellence
Customer Experience Best Practices in the Automotive Industry
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PSA sees connectivity boosting customer loyalty

PSA sees connectivity boosting customer loyalty | Automotive Customer Experience Excellence | Scoop.it
PSA wants its connectivity solutions to strengthen customer loyalty by being simple and seamless, but matching what they get from their consumer electronics will not be easy because that skill is not part of any automaker's DNA, the automaker's connectivity boss Brigitte Courtehoux, explained to .
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Putting the customer in the driver’s seat

Putting the customer in the driver’s seat | Automotive Customer Experience Excellence | Scoop.it
Digital technologies are rapidly becoming as important to drivers as they are to consumers and office-workers.
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Toyota app drives customer service

The new MyToyota mobile app enables customers to fully interact with the brand. The app is able to provide this because Toyota SA’s operational systems, including its customer relationship management (CRM) platform, are fully integrated.
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When buying cars, millennials choose used and practical over new and flashy

When it comes to the latest iPhones and apps, millennials are the most up-to-date generation. While the 18-34 demographic often gets a bad rap when it comes to managing money, studies have shown that they are informed consumers, taking advantage of social media and blog reviews before making big purchases, whether that’s a new computer or a practical new (used) car.

According to a recent study undertaken by automotive website Edmunds.com, U.S. millennials purchased the Dodge Magnum more than any other vehicle on the used car market this year: In the first six months of 2015, young shoppers bought 27.6 per cent of all used Dodge Magnums sold in the U.S. This rate far exceeds the overall used car industry average of 16.8 per cent.
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Land Rover opens prestigious showroom

SML Frontier Automotive, Land Rover’s sole authorised distributor in Sri Lanka, is to open a new flagship showroom facility  at  a prestigious new location in Colombo 07. The luxurious new facility will be located on Flower Road and will support the growing demand for Land Rover vehicles in the local market. The new state-of-the-art facility will be one of the region’s leading sales and after sales service locations, providing the best customer experience to luxury automotive consumers in the country.
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Capgemini Cars Online 2015 report highlights growing consumer demand for a more personalized car-buying experience

A study of more than 7,500 consumers by Capgemini, one of the world's foremost providers of consulting, technology and outsourcing services, reveals car buyers expect an increasingly individualized experience, requiring OEMs and dealers to further communicate and share customer data. The 16th annual Cars Online report: "The selfie experience: The evolving behavior of the connected customer," based on data across seven key markets1, shows the rising expectations among car buyers for a seamless, personal customer experience across the whole buying lifecycle, both online and offline, putting customer individual preferences at the heart of offers and services.
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Toyota Reinvigorates Customer Loyalty with an Expansive New Strategy

Both Lexus and Toyota drivers will soon reap the benefits of a new strategy that promises to dramatically improve the customer experience. Through a partnership with Alliance Data Systems, the leading auto manufacturer plans to launch new private label credit cards for both auto brands, enhance loyalty program rewards, and help dealerships build more personalized relationships with drivers, all at the same time. 
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Automotive Retail Experience Guide: Augmented Reality, Virtual Reality vs Virtual Showroom

Automotive Retail Experience Guide: Augmented Reality, Virtual Reality vs Virtual Showroom | Automotive Customer Experience Excellence | Scoop.it
Comparing three emerging car sales & marketing technologies: Augmented Reality, Virtual Reality vs Live Virtual Showrooms. Pro-s, con-s & the best examples.
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Study sees wireless auto updates saving time and money

Study sees wireless auto updates saving time and money | Automotive Customer Experience Excellence | Scoop.it
Wireless updates have been an integral part of the smartphone experience for years – you have all the apps and even the phone system itself updated to the latest version seamlessly without effort.

The same feature has started to appear in today’s highly technological autos – one of the most prominent backers of the technology being Tesla Motors. The youngest publicly traded US automaker has been distributing software wirelessly to the owners of its Model S luxury sedan for some time now. That means updating to the new Pilot program – which enables semi-autonomous driving on highways – will not have any owner going to the dealer. More and more automakers are also joining the “wireless” trend as a way of easily sending updates and new features to their vehicles.
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The Car Showroom and Test-Drive Get a Virtual Reality Check

The Car Showroom and Test-Drive Get a Virtual Reality Check | Automotive Customer Experience Excellence | Scoop.it
If you’re a large brand, it makes sense that you’d want a flagship showroom in a densely populated area. The larger your merchandise is, of course, the more of a challenge this becomes. How much of your products are you going to be able to display in your limited area? What are your rent and facility costs going to be like for a huge space in a crowded city? This is precisely the problem that has been facing car dealerships in recent years, and virtual reality may be the solution.

Virtual showrooms may sound like fantasy, but they are on the horizon.
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Car dealerships are going extra mile to improve customer experience

Montrose Ford in Fairlawn is making some changes to modernize the way it does business, from adding a mobile app to communicate with customers on and off the lot to renovating its space to make waiting for an oil change a more productive experience. In doing so, Montrose Ford fits comfortably among …
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The battle for the service buck

The prize is $1.5 billion in revenue. The challenge? Winning over about 21 per cent of vehicle owners who haven’t yet decided between dealership service departments and aftermarket repair shops.

There are opportunities for both sides.

Those are some early conclusions from a recent report by J.D. Power studying the marketplace to repair vehicles four to 12 years old. At four years old, most vehicles come off their new-car warranty and that’s when the window of opportunity for aftermarket repair shops really opens.
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Giving car dealers an understanding of how consumers perceive a business online

Most businesses do not have a full picture of the way they are perceived online with many not even knowing where their products or services are discussed and ultimately, on what basis consumers are making their decision to buy or, indeed to purchase elsewhere, delegates at AM’s Digital Dealer Conference will be told.
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Nissan Undertakes One of The Industry’s Biggest Ever Customer Service Transformations

Nissan first to roll-out Service Customer Promise across the continent Increased transparency and competitive pricing cornerstone of new pledge 2,500 deale
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Kia Middle East and Africa rewarded its loyal customers with trip to Korea

Kia Middle East and Africa rewarded its loyal customers with trip to Korea | Automotive Customer Experience Excellence | Scoop.it
Kia gave customers from across the Middle East and Africa the unique opportunity to visit Korea this month from 7th – 11th September.

Over the five days, customers were taken on a tour of Kia’s expansive corporate facilities, as well as cultural sightseeing activities around the country.

This arrangement was part of Kia’s Customer Loyalty Programme which seeks to uphold the brand’s ‘customer-first’ policy.

Mr. Alex Chung, President of Kia Motors Middle East and Africa Regional Headquarters, said: “Our loyal customers are key to our brand’s global success. This reward programme gave us the privilege of welcoming select customers to Korea as our guests and showing them how Kia invests to meet their automotive wishes and requirements.”
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Britehouse's Automotive division and Toyota bring a first of its kind automotive mobile app to the market

Although most brands believe that convenience is the foundation of good customer experience, they rarely understand that the ability to deliver convenience is dependent on the brand's transparency and integrity.

As the new MyToyota mobile app proves, enabling a customer to manage his or her own experience of a brand is the ultimate form of convenience. Yet, the app is able to provide this only because Toyota SA's operational systems, including its customer relationship management (CRM) platform, are fully integrated. Customers are therefore able to interact with Toyota via the app as though they were part of the Toyota organisation.
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Mercedes-Benz pops up to reach consumers out shopping

German automaker Mercedes-Benz is introducing its range to the public through a pop-up shop at Manchester’s intu Trafford Centre.

Officially opened the weekend of Sept. 11, the temporary installation will feature some of the automaker’s most popular models, letting shoppers see and experience the vehicles in-person. Bringing its cars to a space where consumers can stumble upon them may help to widen Mercedes’ consumer base.
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Kia MEA rewards customers with trip to Korea

Kia conducted a tour of its customers from across the MEA to Korea from Sept. 7-11.
Over the five days, customers were taken on a tour of Kia’s expansive corporate facilities, as well as cultural sightseeing activities around the country.
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Consumers want them to be treated as one segment in car buying process

A study by Capgemini reveals, throughout the life cycle, customers want to be in the foreground of their own “selfie”. They expect individualisation, flex..
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2015 Cars Online “The Selfie Experience” Study by Capgemni

As the connected customer experience continues to evolve, Cagemini today released the 16th annual global automotive study, The 2015 Cars Online “The Selfie Experience”. Phones have become “the” selfie device, now this study shows consumers want that same personalized experience as a segment of one. Something that can be difficult to pull off in real-life, customers expect seamless communication over all channels, including both physical and digital touch-points. In this study, over 7,500 consumers who were were “in-market”– planning to buy or lease a car in the next 12 months participated. The study spanned the globe, including Brazil, China, France, Germany, India, the United Kingdom (UK), and the United States (US).
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Volvo tops premium brands for customer service

Volvo tops premium brands for customer service | Automotive Customer Experience Excellence | Scoop.it

Volvo has topped a JD Power survey on customer satisfaction among premium marques.

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Filip's comment, September 15, 2015 8:45 PM
welcome
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All You Know About Providing Car-Buying Experiences Must Change

The sales model for the automobile dealership has remained static for a long time.

While tactics might have worked well decades ago when there were far fewer products to choose from and far less information available to consumers, a heavy-handed sales approach doesn’t mesh well with today’s buyers.
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J.D. Power Reports: Delighting Customers Unlocks Significant Revenue Potential for Vehicle Service Providers in Canada

Delighting customers by providing an outstanding service experience generates high levels of retention and unlocks significant revenue potential for vehicle service providers in Canada, according to the J.D. Power 2015 Canadian Customer Service Index Long-Term (CSI-LT) StudySM released today.
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Customer service offered by car brands getting worse

The quality of customer service provided by car brands has gone into reverse.
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Customers Want to Believe in Your Service Department

There’s not much room for error when it comes to your dealership's service department. You may only get one chance to make a positive impression.
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