Competition is ramping up and customers are growing more experienced and demanding. To succeed in today's market, you've got to make customers happy in the after sales process—or else they'll go find another automaker.Customer satisfaction, however, can only come when automakers and their dealership partners readjust their focus. Yes, making good cars will always be important, but that alone won't cut it in crowded markets where several manufacturers make quality, innovative, well-designed vehicles of all sizes and styles. Creating a good experience opens the door to a long-lasting brand connection with buyers, who will go from that first car to a second while referring their friends and family. All in all, improving the customer experience which could increase the troughput & customer loyality.
The experts from Systems contribute their integration skills and specialized automotive solutions that combine cloud technologies with industry. They accompany the entire customer journey and use the latest technology to provide customers with service offerings on their mobile devices in the real or virtual car. In this way, dealers are giving their customers an entirely new service experience and raising the customer experience in after sales service to a completely new dimension.
The "experience promise." Leaders in customer service go beyond merely measuring customer experience and comparing their performance with competitors. These companies make customer service part of their corporate DNA by ensuring that their commitment to customers is boldly communicated to all levels of the organization.
Organizational alignment. Decentralizing decision making will ensure that the organization is designed around customer experience. At the same time, clear guidelines and training, guarantee thats meeting the interests of the broader organization.
Culture. Hiring workers with strong customer-oriented skills and providing ongoing training will develop a culture empowered to support superior customer experience. The focus on soft skills required to connect with customers—welcoming them into the workshop, establishing eye contact, and building relationships.
Process and infrastructure. Keeping the above elements running smoothly requires underlying systems, processes, and infrastructure. Leaders in customer experience pay great attention to detail. Offers complimentary flatbed pickup and delivery of cars (for service or repairs) in certain regions, and flat-screen TVs, coffee bars, and Customer green launge at many dealerships.
Voice of the customer. Customer experience leaders capture the "voice of the customer" in surveys as a way of collecting continuous feedback with which to improve operational processes and drive customer loyalty.
