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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Delivering better experiences in an increasingly connected automotive world

In an era no short of connectivity and with access to the world at our finger tips, providing unfiltered, accessible and consumer-driven content is priceless, writes Prelini Udayan-Chiechi, EMEA vice president of marketing at Bazaarvoice.
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Lexus Australia putting customer experience ahead of sales milestones

Lexus Australia putting customer experience ahead of sales milestones | Automotive Customer Experience Excellence | Scoop.it
The boss of Lexus Australia says the brand is prioritising improving customer experience and satisfaction over hitting sales milestones, despite record demand for its vehicles.
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Infiniti customer takes a test drive in an F1 car

Infiniti customer takes a test drive in an F1 car | Automotive Customer Experience Excellence | Scoop.it
Infiniti has awarded one of its customers with a test drive in a race-specification Infiniti-branded Formula One car following a test drive marketing campaign.
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Microsoft HoloLens, Volvo to Pioneer Augmented Car Showroom Experience

Microsoft HoloLens, Volvo to Pioneer Augmented Car Showroom Experience | Automotive Customer Experience Excellence | Scoop.it
Microsoft HoloLens on Thursday announced a partnership with Volvo Cars to develop a new holographic technology that could change the way consumers experience auto showrooms.
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BMW launches new online car buying scheme

BMW launches new online car buying scheme | Automotive Customer Experience Excellence | Scoop.it
BMW has launched a new way of buying a new BMW, with customers able to explore, spec, order, part exchange, have finance approved and arrange delivery all online and in the space of just ten minutes.
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German luxury brands Porsche, M-B and Mini rule the car-buying process

German luxury brands continue to rule when it comes to satisfaction with the new-car buying process, according to U.S. consumers.
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Lexus and Hyundai Rank Highest in Dealer-Customer Experience, According to DealerRater

DealerRater, the car dealer review website for consumers, announced today that Lexus and Hyundai lead their respective segments – “luxury” and “mass-market” – at the mid-year update for its forthcoming 2016 Consumer Rating Index (CRI), which ranks auto manufacturers by customer experience at the dealership level.
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Indian automakers focus on delivering high quality after sales service to customers

Maruti Suzuki ranks highest in satisfaction with after-sales customer service among mass market brands, with a score of 906 out of 1,000. Honda ranks second.
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Embrace digitisation to rediscover the art of customer service

From paperless car sales transactions to robots in the service bay, car companies need to go digital to improve the sales and aftersales experience, stay ahead of the competition and retain customers
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Why Do We Keep Buying Vehicles at Dealerships?

Why Do We Keep Buying Vehicles at Dealerships? | Automotive Customer Experience Excellence | Scoop.it
Two 20-somethings walked into a car dealership . . .

No, that really happened—this isn’t a setup for a joke. More than a quarter of the 16 million new-car purchases in the United States last year were made by that tech-savvy, marketing-averse group known as millennials, according to market-research firm J.D. Power. And virtually all those buyers ended up signing the paperwork and accepting the keys at an honest-to-goodness new-car dealership.

How could that be, in an age of painless online shopping, when you can buy everything from shoes to home mortgages via keystrokes, no trial fittings or handshakes required? Why can’t you read the review of a new model on Car and Driver’s website, click the “Buy It Now” button at the end of the article, and walk out to the driveway to await delivery by (large-capacity) Amazon drone?
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PSA sees connectivity boosting customer loyalty

PSA sees connectivity boosting customer loyalty | Automotive Customer Experience Excellence | Scoop.it
PSA wants its connectivity solutions to strengthen customer loyalty by being simple and seamless, but matching what they get from their consumer electronics will not be easy because that skill is not part of any automaker's DNA, the automaker's connectivity boss Brigitte Courtehoux, explained to .
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Putting the customer in the driver’s seat

Putting the customer in the driver’s seat | Automotive Customer Experience Excellence | Scoop.it
Digital technologies are rapidly becoming as important to drivers as they are to consumers and office-workers.
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Toyota app drives customer service

The new MyToyota mobile app enables customers to fully interact with the brand. The app is able to provide this because Toyota SA’s operational systems, including its customer relationship management (CRM) platform, are fully integrated.
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Internet is changing the Automotive retail scenario fast

Internet is changing the Automotive retail scenario fast | Automotive Customer Experience Excellence | Scoop.it
Internet has surely changed the way we live and think. How then automotive retail can be exception to this. With increasing penetration of internet and smart phones, customers get all the required information on their finger tips. A number of portals dedicated to automotive sales provide customers all the essential data needed for the decision-making.
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Acura Works to Enhance Customer Experience

Acura Works to Enhance Customer Experience | Automotive Customer Experience Excellence | Scoop.it
Acura often touts its R&D prowess resulting in vehicles with advanced technology, such as the upcoming ’16 NSX super car.

But Honda’s luxury brand is stepping up efforts to enhance things on the other end of the automotive spectrum: the customer dealership experience.
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CIM Academy's curator insight, December 2, 2015 3:14 AM

Interesting article on enhancing the customer experience in car dealerships - I can remember being at 'stage 8' and the car sales person putting me back to 'stage 3' - can you?

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Ford Launches Smartphone App to Give Drivers Remote Access

Ford Launches Smartphone App to Give Drivers Remote Access | Automotive Customer Experience Excellence | Scoop.it
Ford Motor Co. has announced a new LTE-based service that will let drivers control car functions—such as unlocking and locking doors and remotely starting the engine—via a smartphone app.

The Sync Connect technology, which connects to a built-in modem inside the vehicle, will make its global debut in the new 2017 Ford Escape this spring with more vehicles to follow, announced the company at the Connected Car Expo and LA Auto Show. The new Ford Escape, which includes driver-assist technologies such as active park assist and a lane-keeping system, will also be unveiled at the LA Auto Show.
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Automotive Disruption From The Bay Area To Atlanta

Automotive Disruption From The Bay Area To Atlanta | Automotive Customer Experience Excellence | Scoop.it
Never has the traditional automotive business model been under constant siege as it is today from multiple fronts. Technology has not only changed the car-buying experience but it is also relentlessly reshaping the entire ecosystem from dealership go-to-market strategies to the automobile product offering itself, all while it creates new, non-traditional competitors based on online, mobile centric utility models.
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Consumers Expect Automakers To Match The Sexy, Dynamic Experience They Get From Tech Cos.: KPMG Research

Car makers will need to act more like technology, software and consumer electronics companies with more highly customized products, quicker introduction of new, "sexy" models, and nearly flawless quality to address competition from new entrants in the business, according to a new KPMG study.
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Auto Dealers That Embrace Technology Deliver a More Satisfying Sales Experience

Use of technology—i.e., tablets and computer displays—by dealers during the sales process can substantially improve customer satisfaction among new-vehicle buyers, according to the J.D. Power 2015 U.S. Sales Satisfaction Index (SSI) StudySM re
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Putting theatre into the car showroom

Putting theatre into the car showroom | Automotive Customer Experience Excellence | Scoop.it
The lights dim, the speakers boom and you’re transported to another world. There’s a sense of occasion associated with the cinema that has kept theatres in business. Even with the advent of home cinemas, surround sound and 4K televisions, it’s still special to actually go to an Imax.
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Car shoppers turn increasingly to social media, review sites

Car shoppers turn increasingly to social media, review sites | Automotive Customer Experience Excellence | Scoop.it
As car buyers turn to the Web for vehicle research, maintaining a social media presence is becoming more and more important for dealerships.
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Toyota app drives customer service

The new MyToyota mobile app enables customers to fully interact with the brand. The app is able to provide this because Toyota SA’s operational systems, including its customer relationship management (CRM) platform, are fully integrated. 
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Lexus tops J.D. Power customer service survey

Lexus tops J.D. Power customer service survey | Automotive Customer Experience Excellence | Scoop.it
A survey of Canadian consumers by J.D. Power & Associates suggests auto repairers still have some way to go to meet service expectations.

J.D. Power’s 2015 Canadian Customer Service Index Long-Term (CSI-LT) Study measures the service experience, satisfaction and intended loyalty among owners of four- to 12-year-old vehicles.
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Nissan Undertakes One of The Industry’s Biggest Ever Customer Service Transformations

Nissan first to roll-out Service Customer Promise across the continent Increased transparency and competitive pricing cornerstone of new pledge 2,500 deale
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Kia Middle East and Africa rewarded its loyal customers with trip to Korea

Kia Middle East and Africa rewarded its loyal customers with trip to Korea | Automotive Customer Experience Excellence | Scoop.it
Kia gave customers from across the Middle East and Africa the unique opportunity to visit Korea this month from 7th – 11th September.

Over the five days, customers were taken on a tour of Kia’s expansive corporate facilities, as well as cultural sightseeing activities around the country.

This arrangement was part of Kia’s Customer Loyalty Programme which seeks to uphold the brand’s ‘customer-first’ policy.

Mr. Alex Chung, President of Kia Motors Middle East and Africa Regional Headquarters, said: “Our loyal customers are key to our brand’s global success. This reward programme gave us the privilege of welcoming select customers to Korea as our guests and showing them how Kia invests to meet their automotive wishes and requirements.”
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