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Automotive Customer Experience Excellence
Customer Experience Best Practices in the Automotive Industry
Curated by Jörg Höhner
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Almost 100 years later, Hoffman Auto Group still driven to succeed

Almost 100 years later, Hoffman Auto Group still driven to succeed | Automotive Customer Experience Excellence | Scoop.it
Chances are, if you haven't purchased a car from the Hoffman Auto Group, then it's very likely that you know someone who has.
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New BMW showroom in Chennai

New BMW showroom in Chennai | Automotive Customer Experience Excellence | Scoop.it
BMW India announced the opening of KUN Exclusive, its new showroom in Chennai. The new KUN Exclusive showroom is located at Express Avenue Mall, No 49, 50L Wh
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Dealers look beyond auto industry for staffers

Dan Kurtz often browses in cellphone stores --- but not for phones. As the technology in vehicles advances, Kurtz, executive manager of Sunrise Chevrolet in Glendale Heights, Ill., needs to hire tech-savvy salespeople.
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Retail and Automotive Industries Record Best Word-of-Mouth Scores in Recent Research

Retail and Automotive Industries Record Best Word-of-Mouth Scores in Recent Research from ForeSee. Research also finds Net Promoter Score overstates detractors by an average of 780 percent.

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The Future of Auto Marketing Could Be a Little Creepy

The Future of Auto Marketing Could Be a Little Creepy | Automotive Customer Experience Excellence | Scoop.it
If the automotive industry can be seen as a bellwether for digital marketing, get ready for some seriously precise targeting that straddles the line between powerfully scientific and creepily intrusive.
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Hybrid cars are a status symbol of sorts for seniors, consumer study shows

Hybrid cars are a status symbol of sorts for seniors, consumer study shows | Automotive Customer Experience Excellence | Scoop.it
Paying extra bucks to 'go green' in a hybrid car may pay off in self-esteem and image for older drivers, as well as give a healthy boost to the environment, according to a Baylor University study.
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Porsche's L.A. experience center to open in 2014

Porsche's L.A. experience center to open in 2014 | Automotive Customer Experience Excellence | Scoop.it

It’s 53 acres of dirt today, but in little more than a year, the Porsche Experience Center here at the collision of the 405 and 110 freeways will have Carreras, Caymans and Cayennes tearing around a custom-built test track made for Porsche owners and prospects.


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Could E-Commerce Become the Norm for Car Dealerships?

Could E-Commerce Become the Norm for Car Dealerships? | Automotive Customer Experience Excellence | Scoop.it
While cars have become more high-tech, the way they’re bought and sold has largely remained the same. That could all change very soon.
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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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Chevy’s New Friend Siri Boosts Customer Satisfaction

Chevy’s New Friend Siri Boosts Customer Satisfaction | Automotive Customer Experience Excellence | Scoop.it
Road trips just got a little less lonely: General Motors just announced six more of its models that will receive Siri Eyes Free capabilities.
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Revamped culture pays off for Warren Henry Infiniti

Revamped culture pays off for Warren Henry Infiniti | Automotive Customer Experience Excellence | Scoop.it
Larry Zinn's four years of overhauling the culture at Warren Henry Infiniti in Miami into a pleasant, fast-paced and transparent workplace is paying dividends.
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Awards piling up at Santa Fe BMW

Since Masterson has been in place as general manager, the dealership has shined, winning the company’s Center of Excellence in 2010, 2011 and 2012. Among the 343 BMW dealerships in the country, only 18 to 20 are awarded annually, he said.

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How the 'connected car' will strengthen links between vehicles, customers and dealers

How the 'connected car' will strengthen links between vehicles, customers and dealers | Automotive Customer Experience Excellence | Scoop.it
Automotive experts believe advances in technology such as voice activation and diagnostics will enhance the relationships between cars, customers and dealers
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GM quality chief seeks better owner experience

GM quality chief seeks better owner experience | Automotive Customer Experience Excellence | Scoop.it
Being quality chief at a major automaker used to be a fairly straightforward assignment: Try to figure out what has gone awry, pore over an assembly line to find out why, then change the way
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New building, new vehicles on display at award-winning Merrillville Buick GMC dealership

A new building design, new vehicle models and national kudos from both Buick and GMC divisions for three straight years – it all adds up to the Schepel difference.
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BMW Dealership Remodels for Launch of i-Series Electric Cars

BMW Northwest will be the first BMW dealer in the Puget Sound to unveil the brand's high-tech Future Retail concept, with wired, interactive customer kiosks and tech-savvy, concierge-style staff.
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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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