The Tesla isn't a perfect car, especially in a market still dominated by gas guzzlers. But the company's widespread use of analytics to study its vehicles improves the customer experience and offers a lesson to automobile industry mainstays still resting on their laurels.
|Scooped by Lakshmi Chaudhari|
This article explicates how Tesla’s customer analytics initiative has helped it grow its customer loyalty and market share in an industry still dominated by gas guzzlers.
The actions they took along with the impact are as below:
Action - Tesla fully instruments its cars by default, connecting them wirelessly to their corporate offices for analysis.
Impact - It results in far higher customer satisfaction score and better targeting of resources to customer satisfaction. It helps Tesla better anticipate and correct problems before they damage the firm.
Action - Use of sensor data, customer contact and analytics.
Impact - Tesla has grown faster than the rest of the market, its customer loyalty is far higher, and its car has been rated the best in the world – ahead of cars and firms that have been in the car business for more than a century.
Action - Tesla itself runs its most active forums on its own car.
Impact - It gives Tesla a running sense of what excites and annoys customers and, in turn, gives Tesla a massive advantage over firms that don't host or monitor forums on their cars.
Conclusion: It is important to capture more real-time information about customers, and do more with that information at an executive level. If you're building something as revolutionary as the Tesla electric car, good product and customer analytics may be the only real insurance against failure.