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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Five ways to consolidate the automotive purchase journey

There’s not much you can’t buy online these days. However, one purchase that will remain bricks-and-mortar for the foreseeable future is the automobile (unless you’re Volvo or Tesla).
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Cadillac Enhances ELR Buying Experience in Canada

Jörg Höhner's insight:

"The ELR's blend of leading technology with provocative design and fun-to-drive performance is set to bring new buyers to Cadillac and to electrification itself," said Uwe Ellinghaus, chief marketing officer, Global Cadillac. "Professional installation of the fastest home-charging unit is a natural way to mark the introduction of ELR to the luxury market."


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Aston Martin Launches Q - an Exquisite Online Configurator

Aston Martin Launches Q - an Exquisite Online Configurator | Automotive Customer Experience Excellence | Scoop.it
Aston Martin launches online configurator with extensive design gallery, features and un-ending inventory, for the first time.
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Nissan Awards Arabian Automobiles for Business Excellence

The Global Award for Best Performance measures the achievement of Nissan distributors around the world,
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NCSI: Auto Industry Reaches Record High with Mercedes-Benz in First Place

Customer satisfaction with the automotive industry reaches a new record-high, up 1.3 per cent to an NCSI score of 81, as sales continue to boom. Mercedes-Benz, the leader of autos in the American Customer Satisfaction Index, enters the NCSI on top as well with a score of 84. Volkswagen improves the most, up 5 per cent to tie Mercedes at 84, its highest score to-date. Volkswagen’s Audi is close behind at an NCSI score of 82, despite slipping 1 per cent from a year ago.

 
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Q by Aston Martin Microsite Goes Online

The Aston Martin customer isn't your typical fellow. Just think about it for a moment: this person said no to Ferrari, the best name in the industry, and thinks that a raging bull made in Sant'Agata Bolognese is far too flashy for his taste in cars. Although modern Aston Martins are underpinned by the fourth-generation of the VH Platform that debuted with the 2001 Vanquish and the 6-liter V12 powerplant has humble origins from the Ford era, the British brand is enjoying higher demand than ever before.
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Canadian Tire Unveils Next Evolution of its Iconic Loyalty Program

As a pioneer of loyalty programs in Canada, Canadian Tire and its iconic Canadian Tire 'Money'® have long been synonymous with customer rewards and value. Today, Canadian Tire announced the evolution of its much beloved loyalty platform, introducing My Canadian Tire 'Money'™, an easier way to collect and redeem Canadian Tire 'Money'.  The program will launch in Nova Scotia on October 10 and to customers nationally on October 28, 2014.  The digital rewards program will complement paper Canadian Tire 'Money', which will remain in circulation.


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GM To Offer Driver-Less Technology

GM To Offer Driver-Less Technology | Automotive Customer Experience Excellence | Scoop.it
General Motors Company (NYSE:GM) will be introducing hands-free drive technology in 2017 Cadillac model along with V2V technology.
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Chevrolet and Buick advance in crucial customer satisfaction index

Chevrolet and Buick advance in crucial customer satisfaction index | Automotive Customer Experience Excellence | Scoop.it
General Motors is facing odd times – it’s under heavy scrutiny and public panning for the mishandling of a deadly recall – and also enjoys a steady ri
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Harley Davidson comes up with its second dealership for Mumbai

Harley Davidson comes up with its second dealership for Mumbai | Automotive Customer Experience Excellence | Scoop.it
The new facility has been conceptualised to truly reflect the trademark Harley-Davidson lifestyle
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Al-Futtaim Motors - Hino and Toyota Material Handling equipment gets ISO 9001:2008 Quality Management System accreditation

In a further testament to Al-Futtaim Motors’ leadership in the UAE’s highly competitive automotive sector, Al-Futtaim Motors Hino and Toyota Material Handling have received ISO 9001:2008 Quality Management System accreditation in recognition of the two companies’ excellence in customer service delivery, corporate governance, operational effectiveness and management practices. Al-Futtaim Motors Hino and Toyota Material Handling …
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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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The changing role of the dealer

Technology has a profound impact on vehicles. Not only does it impact the features vehicles have and the way they operate, it is also changing how dealerships deliver service to customers.

Because of the wealth of information online, when people are looking to buy a vehicle, they are coming into the dealerships more knowledgeable than ever about the ones they are interested in.
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Auto Dealerships Take a Cue from Apple

As car makers introduce new in-vehicle technology, they’re beefing up the customer experience with their own version of tech-savvy employees.
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Infiniti China: Taking On the Country's Luxury Car Market

Infiniti, a relatively new entrant in China's luxury automobile sector, is growing phenomenally. An interview with Daniel Kirchert, MD, Infiniti China.
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Porsche Awarded Highest Honors

J.D. Power ‘APEAL’ (Automotive Performance, Execution and Layout) Study measures the attitudes of customers who purchased or leased a new 2014 model-year vehicle between November 2013 and February 2014. The study looks at how gratifying a vehicle is to own and drive after the customer has been in possession of the vehicle for 90 days.


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Hyundai looks to push product and customer experience upmarket

Hyundai looks to push product and customer experience upmarket | Automotive Customer Experience Excellence | Scoop.it
Hyundai's annual Fun Day gives an excellent opportunity to sample the automaker's lineup and brush up on its future plans
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VW Drives in a Smart App

Volkswagen India has launched a useful new mobile service application for its customers, which will provide direct access to information on network and latest s...
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Volvo XC90 First Edition sold out

Volvo XC90 First Edition sold out | Automotive Customer Experience Excellence | Scoop.it
1927 units of the limited edition Volvo XC90 were sold out online in 47 hours.
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Jaguar personalises in-store customer experience with virtual

Jaguar personalises in-store customer experience with virtual | Automotive Customer Experience Excellence | Scoop.it
Jaguar Land Rover has launched a new virtual reality solution for its dealerships in a bid to unite the digital and physical customer experience of purchasing a luxury car.
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Toyota emerges winner in JD Power customer satisfaction survey

Toyota emerges winner in JD Power customer satisfaction survey | Automotive Customer Experience Excellence | Scoop.it
The Japanese carmaker ranks the highest in new vehicle sales satisfaction survey, conducted by JD Power, among mass market brands in India
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Auto dealerships: how technology is changing the car buying process

The traditional car-buying experience of going to three or four dealerships, kicking tires and getting wined and dined by a series of sharply dressed salesmen is going the way of the travel agent and the video rental store.

Dealerships will still exist, for sure, but how customers are treated and the way sales staffs work are being fundamentally altered by rapidly evolving technology and customers who are more knowledgable than ever.

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Jaguar Land Rover MENA extends customer service experience with launch of its Mobile Apps on Android

Jaguar Land Rover MENA extends customer service experience with launch of its Mobile Apps on Android | Automotive Customer Experience Excellence | Scoop.it

Jaguar Land Rover MENA announced that its regional mobile apps have become available on the Android platform, in line with efforts to further enhance its customer service 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
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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