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Automotive Customer Experience Excellence
Customer Experience Best Practices in the Automotive Industry
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How Ford Retail is bringing digital into the boardroom

How Ford Retail is bringing digital into the boardroom | Automotive Customer Experience Excellence | Scoop.it
Celia Pronto is Group Marketing and Ecommerce Director at Ford Retail, and her expertise is in working with multichannel businesses experiencing vast transformation.
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Volvo’s Sensus Connected Touch Wins Red Dot Prestige Award

Volvo’s Sensus Connected Touch Wins Red Dot Prestige Award | Automotive Customer Experience Excellence | Scoop.it

Volvo Car Group has been awarded a 2013 Red Dot Design Award for the company’s in-vehicle connectivity system, known as Sensus Connected Touch.

Sensus Connected Touch gives the owner, according to Volvo, outstanding possibilities, including the world’s first voice-activated Spotify connection integrated in a car.

“Our connectivity solutions are designed to make driving more enjoyable and safe. The Red Dot Design Award confirms that this approach to an intuitive, human-centric user experience fulfils modern car owners’ desire to remain constantly connected also when driving,” says Alain Visser, Senior Vice President, Marketing, Sales and Customer Service at Volvo Car Group. He adds: “The introduction of Sensus Connected Touch paves the way for the large, factory-fitted portrait touch screen that will be part of the infotainment package in the all-new XC90 in 2014.”

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Chattanooga used car dealership provides a different shopping experience

Chattanooga used car dealership provides a different shopping experience | Automotive Customer Experience Excellence | Scoop.it

Even when new cars sales seem to fluctuate, the sale of used cars remains steady. Maybe it's because no matter the state of the economy, American consumers appreciate a deal when buying a new car. And offering deals to consumers in Chattanooga and the surrounding areas is something the professionals at Cornerstone Auto Brokers love to do. That's why they are constantly promoting offers on the new and used vehicles at the dealership.


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In-car infotainment is dead. Long live the app

In-car infotainment is dead. Long live the app | Automotive Customer Experience Excellence | Scoop.it
For the rich app experience that customers have grown accustom to, auto manufacturers need to change how they think about apps. Native apps that reside on smartphones and interact with on-board sys...
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Richard Platt's curator insight, October 12, 2013 2:26 PM

Disruption for auto embedded in car infotainment

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All on A-List at Some Dealerships

All on A-List at Some Dealerships | Automotive Customer Experience Excellence | Scoop.it

Lindsey Duffield believes in equality when it comes to VIP treatment for car buyers.

Everyone deserves A-list treatment at Jaguar and Land Rover dealerships, says Duffield, president of Canadian operations for the paired-up premium brands.

 
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Scion Adds New Tools to its Simple Purchase Experience

Simple and straightforward car buying is stepping into the spotlight. Scion today launched a national ad campaign and dedicated section on Scion.com to highlight its Scion Pure Process, a stress-free car buying experience at a transparent price.


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Mercedes-Benz the world's most valuable premium automobile brand

The brand's value has risen by six percent in comparison to 2012, to 31.904 billion dollars. This continues an unbroken upward trend which has been in evidence since 2009."We are proud and delighted that we have been able to repeat last year's success while also further raising the brand's absolute value," commented Dr Jens Thiemer, Director of Brand Communication, Mercedes-Benz Cars, in reference to the results of the study. "This shows that our "Mercedes-Benz 2020" growth strategy and our "Best Customer Experience" marketing strategy are not only taking sales to new heights but also enhancing our international renown and image."


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Ford Celebrates Official Opening of First Myanmar Dealership

Ford Celebrates Official Opening of First Myanmar Dealership | Automotive Customer Experience Excellence | Scoop.it

Ford Motor Company today celebrated the grand opening of the first authorized Ford dealership in Myanmar. Located in Yangon, the country's commercial center, the new state-of-the-art facility officially establishes the presence of the Ford brand and global vehicles in the rapidly developing country.

  
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Santa Barbara Auto Group Parallels Mercedes-Benz’s High Customer Satisfaction Rates

Santa Barbara Auto Group is proud to announce that Mercedes-Benz has achieved the highest customer satisfaction rates of any automaker according to the 2013 American Customer Satisfaction Index (ACSI) survey.  The survey randomly selected over 4,000 American consumers to interview via email or phone queries to determine the rankings.


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GM gives fast-rising Boler-Davis a broad mandate

GM gives fast-rising Boler-Davis a broad mandate | Automotive Customer Experience Excellence | Scoop.it
Twenty months ago, Alicia Boler-Davis was an assembly plant manager at General Motors. Today, the 44-year-old is one of the company's top 20 executives, reporting straight to CEO Dan Akerson.
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Ford Celebrates Official Opening of First Myanmar Dealership

Ford Motor Company today celebrated the grand opening of the first authorized Ford dealership in Myanmar. Located in Yangon, the country's commercial center, the new state-of-the-art facility officially establishes the presence of the Ford brand and global vehicles in the rapidly developing country.


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Nissan Offers Chance To Win 'Maintenance For Life' In Celebration Of October

Nissan Offers Chance To Win 'Maintenance For Life' In Celebration Of October | Automotive Customer Experience Excellence | Scoop.it

Nissan today announced the launch of its "October Car Care" service event. October is Fall Car Care month in North America and is designated for vehicle owners to get their vehicle in shape for the approaching winter weather. To help their customers do just that, Nissan is rolling out the "October Car Care" event, which features a complimentary enhanced multi-point inspection covering 100 points on vehicles for all Nissan owners – 73 additional points of inspection more than Nissan's standard complimentary multi-point inspection.


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Satisfaction surveys are untapped dealer source for customer reviews, Maritz says

Dealers would be wise to reach into their customer satisfaction surveys for consumer comments to post as reviews on their Web sites, says an analyst for Maritz Research.
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AutoTrader.com Study Reveals How Consumers Use Mobile Devices To Shop For Cars; Number Of Multi-Device Car Shoppers Predicted To More Than Double By 2018

AutoTrader.com's Multi-Device Car Shopping Study shows how the usage of smartphones and tablets is changing car shopping and provides insights into what OEMs and dealers need to do to influence shoppers across devices.


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Nicola Collister's curator insight, October 14, 2013 6:21 AM

This shows how the power of mobile is taking off for high value purchase such as cars, the digital experience is as key as the showroom experience

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Benfield leads car dealers in Sunday Times list

Benfield Motor Group is the highest placed privately owned car dealer in the latest Sunday Times Grant Thornton Top Track 250.



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GM Quietly Experimenting With Online Car Shopping Site

GM Quietly Experimenting With Online Car Shopping Site | Automotive Customer Experience Excellence | Scoop.it

It’s being said General Motors is not trying to copy Tesla’s circumventing of the franchised dealer model with its online shopping pilot project, but it is working on maximizing Web-based sales in a program called Shop-Click-Drive.


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Could GM Revolutionize the Way It Sells Vehicles?

General Motors plans to expand its Shop-Click-Drive program, which has been testing at select dealers since last year, to all dealers. The program is aimed toward consumers who are savvier with purchasing products online and enables them to do so with GM vehicles. E-commerce continues to grow in today's economy and similar online retail strategies have allowed companies like Amazon to completely crush brick-and-mortar competition. However, don't expect this development to have a revolutionary impact on GM's ability to sell vehicles online or improve margins. I believe GM will have minimal success and here's why.

  
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Buying a Car Online Is About to Get Way Easier

Buying a Car Online Is About to Get Way Easier | Automotive Customer Experience Excellence | Scoop.it

Though online shopping has become ubiquitous in recent years, buying a new car remains a distinctly retro experience. However, a new initiative by General Motors may eventually make a visit to the local car dealership obsolete.

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Late night repairs at Fix Auto Dagenham

Fix Auto Dagenham has extended its opening hours to 9pm every Wednesday to accomodate customer demand.

Fix Auto is an award-winning collision repair centre based on Rainham Road South in Dagenham, East London. It is the first bodyshop in the area to adopt this new system, demonstrating its commitment to outstanding customer experience

 
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Lexus service manager aims to please customers

Ted Roach has been working in the car business since 1981, but only in the past seven years at Lexus of Las Vegas has he realized how superior customer service and employee appreciation can make a difference in the success of an automotive...
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Volkswagen Fine-Tunes Auto Repair Service with Help From Augmented-Reality App

Volkswagen Fine-Tunes Auto Repair Service with Help From Augmented-Reality App | Automotive Customer Experience Excellence | Scoop.it

Every automaker wants to make it easier, cheaper and more fun for customers to visit dealer service departments. In this era of pretty much equalized quality levels for cars, such aspects of the "customer experience" are one way that brands can still stand out from one another.

Strike a blow for Volkswagen in that regard. Dealership employees now are moving closer to using "augmented reality" to service cars, with the introduction of a system that is set to be demonstrated at an augmented-reality conference in Munich next week, according to Advertising Age.


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GM develops app to help new-car shoppers avoid showroom

GM develops app to help new-car shoppers avoid showroom | Automotive Customer Experience Excellence | Scoop.it
A General Motors online shopping tool would allow new-car buyers to bypass showrooms to price, order and arrange delivery with a local dealer.
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Toyota Kirloskar Motors launches attractive Q Service sparkling offers this Festive Season

Toyota Kirloskar Motors launches attractive Q Service sparkling offers this Festive Season | Automotive Customer Experience Excellence | Scoop.it

Toyota Kirloskar Motor (TKM), the Indian subsidiary of Japanese auto giant, today announced the start of its festive campaign ‘Q Service Sparkling offers’ – a 2 month long campaign that will be conducted across the country at all Toyota dealerships. This campaign closes on 30th November 2013.

  
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General Motors' Alicia Boler-Davis Discusses Customer Experience Strategy

Senior Vice President of Global Quality and Customer Experience Set to Speak at Motor Press Guild Meeting October 8, 2013


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Toyota, Mercedes, BMW top automakers included in List of Best Global Brands

Toyota, Mercedes, BMW top automakers included in List of Best Global Brands | Automotive Customer Experience Excellence | Scoop.it
Interbrand has compiled its annual list of the top global brands, which includes 14 automakers out of the 100 brands listed.
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