We’ve published a lot of stuff on The Ride which deals with the customer experience because we firmly believe that going forward, the customer experience in the automotive industry will be a differentiator and allow manufacturers and dealers to sell more.
We’re not alone. Global manufacturers have appointed C-suite individuals who are fully responsible for improving what happens when a customer interacts with their brand.
Today, I want to take you behind the scenes and talk about the customer experience at the dealer level since this is truly ‘where the rubber meets the road’ and customers interact first hand with the dealership, the product, and ultimately the manufacturer.
It’s essential that front-line personnel know what customers are thinking. Time to respond, especially when something goes wrong, is continually shrinking and to that end, we want to share with you something we have cooking with GM dealers in the US.
The video shows how one dealer is using mobile technology to manage the customer experience at their dealership more effectively.
Enjoy and let me know what you think.
