Customer Experience for automotive OEMs and Dealerships

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In the coming five years the automobile landscape will change more rapidly than it has done in the last century and customer satisfaction (CX) is expected to be the primary battlefield.

Through our many conversations with automobile customers, we(Sitecore) understand how enthusiastic many within the industry are over the emergence of new technology for mobility and the opportunity to establish deeper connections between their consumers.

Before and After Pandemic

Although it’s an exciting period for the industry it’s also a period fraught with difficulties. COVID-19 is just one of the disruptions which forced a radical rethinking of the auto industry and what “customer-centricity” actually signifies in the context of. The growth of Millennials and Gen-Z can also bring a number of uncertainties in the value chain of automotive.

What are the best ways to help mobility executives begin to transform their companies to be successful in this new era where customer loyalty can be gained and lost in mere seconds? Which CX initiatives of OEMs (OEMs) as well as dealerships will be most successful?

Automotive Customer Report (2021)

In an economy that is centered around experience the consumer will always be the first to lead. By taking note of their wishes and needs Mobility leaders are able to confidently embark on transformational experiences that will transform not only their companies but the entire sector.

This is why we teamed up along with the partners of Microsoft as well as Publicis Sapient to conduct a global study of the auto customer. We asked them to share their routines, desires and fears, as well as their pain points. The results are in this study. It can be used as a North Star to help guide your auto company to make decisions that will earn loyalty and increase revenue.

The power of change

One clear trend that bubbled out of the study is the impact that the transition of generations will impact the automotive industry.

Baby boomers created the automobile culture that we have become familiar with. However, the growing digital fascination and the innate desire for convenience among younger generations has created an entirely new culture of mobility that will profoundly alter the way the auto industry functions in the near future. Simply put, Gen-Z is expected to become the driving force to redefine how mobility is going to be in the near future.

The impact of this technology isn’t limited, it’s worldwide. In our comprehensive, country-by-country questionnaire, we sought to find out if end-users would be more likely to buy an automobile in the event that they could purchase directly from a site.

Summary

In virtually every country that was studied the answer was a convincing “yes.” Automotive customers are keen to take part with their vehicles online, primarily for transactions.

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