Evolving customer expectations, tightening competition and regular technological breakthroughs are just a few of the many factors that have shaped today’s automotive industry—a vastly different landscape from even a few years ago. Dealerships and service centres both face high expectations from customers, who can become lifelong brand advocates when satisfied. This opens an opportunity to get a detailed picture of the customer and use that knowledge to schedule loyalty and retention initiatives.
However, keeping customers happy is becoming increasingly difficult as competition in the marketplace intensifies and the product itself does less to set companies apart. Customer experience management requires a deeper and broader level of engagement, an approach that works in tandem with the way modern consumers interact with each other and with brands.