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Automotive Customer Experience Excellence
Customer Experience Best Practices in the Automotive Industry
Curated by Jörg Höhner
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Acura Piloting Mystery Customer Satisfaction Program

Acura Piloting Mystery Customer Satisfaction Program | Automotive Customer Experience Excellence | Scoop.it
Acura already performs well on third-party surveys of customer-retail experiences, but a brand official says how luxury vehicle owners are treated is where the sector’s winners and losers will be determined.
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AM Awards 2015 - Best Dealer Website

The development of CarShop’s latest website, carshop.co.uk, which launched last year, was inspired by the rapid growth in customers using mobile devices to view and search stock.
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Lexus tops auto dependability survey that increasingly hinges on high-tech features

Lexus is the most dependable car brand for the fourth consecutive year in rankings that increasingly hinge on high-tech features.
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Luxury car dealers hit the gas on customer perks

Luxury car dealers hit the gas on customer perks | Automotive Customer Experience Excellence | Scoop.it
Auto dealers in today’s luxury car market are finding it’s not enough to simply sell and service expensive vehicles. Many are rolling out increasingly lavish perks — from meals to manicures to hair styling — to create a VIP-like ownership experience to cement the loyalties of buyers for many cars to come.
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How Connected Cars Will Transform Industries

How Connected Cars Will Transform Industries | Automotive Customer Experience Excellence | Scoop.it
Connected cars will create new business models and provide opportunities for current businesses to greatly improve their service offerings. Areas like targeted marketing, fleet management, event planning, city planning, insurance, and auto repair will benefit immensely from the data that connected cars will provide in the not too distant future.
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Kindle Auto Plaza Wins Inaugural DealerRater Consumer Satisfaction Award

Kindle Auto Plaza has been awarded a 2015 DealerRater® Consumer Satisfaction Award, recognition auto dealerships can earn by delivering outstanding customer service as rated by online consumer reviews. DealerRater, the car dealer review site for consumers, created the Consumer Satisfaction Awards to enable online car shoppers to instantly spot car dealerships that provide high-quality customer service.
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3 Ways Apple Can Enter The Auto Industry

3 Ways Apple Can Enter The Auto Industry | Automotive Customer Experience Excellence | Scoop.it

Apple could be working behind the scenes to develop its first automobile. This might sound unlikely, but that's probably what people thought about Apple and cell phones before the iPhone was unveiled.

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Used car buyers failing to check motor's history

Used car buyers failing to check motor's history | Automotive Customer Experience Excellence | Scoop.it

MOST used-car buyers do not delve too deeply into their motor's history, according to an RAC survey.

As many as 70 per cent of second-hand car purchasers did not carry out any checks of their car's past.

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Nissan wants to grow brand, customer satisfaction

Nissan will push its dealers toward better customer satisfaction results this year, continuing their gains from 2013 and 2014. The automaker will launch the Quality Growth Plan to improve Nissan's standing in customer sales experiences in J.D. Power's Sales Satisfaction Index from the current level of 'average,' the automaker told dealers at their make meeting.
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“Dealer showrooms are dying,” says manufacturer

Manufacturers are driving down the augmented reality (AR) road at warp speed, with some expecting it to replace the car dealership showroom completely, according to Marketing Week.
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IBM Smarter PlanetVoice: Cars Without Drivers? Not Likely, Study Finds

IBM Smarter PlanetVoice: Cars Without Drivers? Not Likely, Study Finds | Automotive Customer Experience Excellence | Scoop.it
Our cars reflect our personalities: we pick the color, the model and the functionality that we desire, whether it's a vehicle designed for speed or to safely shuttle a family to school and sports. And over the next decade, we as consumers, want to not only drive our cars, but to help define and personalize the digital services within them.
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GM Grapples with Big Data, Cybersecurity in Vehicle Broadband Connections

GM Grapples with Big Data, Cybersecurity in Vehicle Broadband Connections | Automotive Customer Experience Excellence | Scoop.it
Now that General Motors Co.GM -1.05% has rolled out built-in LTE 4G broadband connections in more than 30 vehicle models, the automaker is facing the challenge of handling large quantities of data and figuring out how best to secure it.

GM’s broadband connections in cars and trucks enable a wide range of new safety and communication services. At the same time, these services raise a host of questions from how to handle the Big Data generated by hundreds of thousands or millions of vehicles to maintaining the security and privacy of customer information, said Timothy R. Nixon, chief technology officer of Global Connected Consumer Experience at GM.
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Volvo develops self-fuelling cars

The days of trying to wipe petrol off your hands after refilling your car on service station forecourt could now be at an end.
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Toyota of Orlando gets Customer Satisfaction Award from DealerRater

Our Toyota dealership in Orlando prides itself on customer service and satisfaction. It shows in the way our customers feel about us, as Toyota of Orlando was just awarded the Customer Satisfaction Award from DealerRater! This award is based on the reviews written by our customers on DealerRater, which makes it all the better!
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Award recognizes top auto dealers in U.S. that demonstrate excellent customer service Warren Henry Auto Group

Warren Henry Infiniti, a division of Warren Henry Auto Group, has been awarded a 2015 DealerRaterÒ Consumer Satisfaction Award, a recognition auto dealerships can earn by delivering outstanding customer service as rated by online consumer reviews. DealerRater, the car dealer review site for consumers, created the Consumer Satisfaction Awards to enable online car shoppers to instantly spot car dealerships that provide high-quality customer service.
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Social Media Not Significant Source of Information for New Car Buyers

While social media channels may be great for catching up with friends or sharing photos, they do not provide significant information to new car buyers, according to research from MaritzCX.
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Internet Car Shoppers All Over the Place | Dealers content from WardsAuto

Internet Car Shoppers All Over the Place | Dealers content from WardsAuto | Automotive Customer Experience Excellence | Scoop.it
Many online auto shoppers start out confused but end up confident, says a digital marketer.
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Gerald Kia of Naperville Wins Inaugural DealerRater Consumer Satisfaction Award

Gerald Kia of Naperville Wins Inaugural DealerRater Consumer Satisfaction Award | Automotive Customer Experience Excellence | Scoop.it
Gerald Kia of Naperville Wins Inaugural DealerRater
Consumer Satisfaction Award!

The DealerRater Consumer Satisfaction Award
recoginzes top auto dealers in United States and Canada
that demonstrate excellent customer service!
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Women at the Wheel: Crystal Robinson is one of the world’s top service advisors

Surrey Hyundai’s Crystal Robinson is one of the top service advisors in the world.

Recently, the energetic young woman travelled to South Korea in order to face off against the Korean automaker’s top service personnel during the annual competition held at the company’s headquarters.
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Research Report: Analysis of 400+ Car Dealers Responding to Online Inquiries

Research Report: Analysis of 400+ Car Dealers Responding to Online Inquiries | Automotive Customer Experience Excellence | Scoop.it
Over 400 New Car Dealers Mystery Shopped During Thirty Day Following Lead Submissions to Grade Their Month-Long Responses to E-Leads
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Ford Australia to become product development hub - Practical Motoring

Ford Australia to become product development hub - Practical Motoring | Automotive Customer Experience Excellence | Scoop.it
ORD AUSTRALIA has announced its Asia-Pacific Engineering Centre Broadmeadows will evolve into a product development hub while a new national sales office will be opened in Melbourne (pictured). This announcement of Ford Australia’s reimagining as a product development and engineering hub means the Blue Oval will become the only brand capable of developing and engineering vehicles in Australia.

“The transformation of Ford’s Head Office into the Asia-Pacific Engineering Centre will signal that we will be the only automotive company that can fully develop vehicles in Australia,” said Bob Graziano, President and CEO, Ford of Australia.

“The national sales company in Victoria Gardens, leveraging our outstanding product line-up, will focus on delivering Australia’s best automotive consumer experience.”
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Online reviews essential for securing showroom sales

More than two thirds of all car buyers choose a dealership based on testimonials, Facebook reviews and online endorsements, according to research from JudgeService.
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MOTOR TREND Certified Vehicles Program Debuts in Virginia

MOTOR TREND® Certified Vehicles, the industry leading Certified Pre-Owned program for a franchised dealer's "other makes and model" vehicles, announced today that Bob Wade Autoworld has become the exclusive MOTOR TREND Certified Dealer in Harrisonburg, VA.  MOTOR TREND Certified Dealers are carefully selected...

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Hyundai Motor India Becomes the Most Awarded Auto Brand in 2014-15

Hyundai Motor India Ltd, the country’s leading car manufacturer and the largest passenger car exporter has been honored with the range of prestigious awards for the trendsetter products like Elite i20, Xcent and Santa Fe for the year 2014-15. Earning the country's most prestigious automotive award Indian Car of the Year 2015 (ICOTY) for Elitei20, Hyundai becomes the only auto brand to win two consecutive ICOTY awards.  The award symbolizes Hyundai’s commitment to Indian customers by offering world class standards of quality products, design and ex
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Apple & Auto Industry -- Will The Company Be A Vehicle Manufacturer Or A Platform/Content Aggregator?

Many are speculating that Apple AAPL +0.52% is working on an electric car and is hiring vehicle design and technology experts. Code named Project Titan , this project is apparently led by former Ford engineer Steve Zadesky, who is presently the VP of product design at Apple. Rumors from the Mac world also suggest that several Apple executives went to Austria to speak with contract manufacturers like Magna, which support brands like BMW, to help Apple on this project. The rumors grew stronger last week, when several minivans led by Apple were spotted with cameras on what was believed to be a high-definition mapping project similar to the ongoing efforts by Google GOOGL +0.96% and HERE for their automated driving projects. Bits of the speculations also include engineers and employees from Tesla leaving the company to join Apple on this exciting project, which makes it extremely interesting.
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