Last week we looked at the upside of delivering a better customer experience and we saw that it results in a boost in GP of over $106,000 for the average US dealership.
But what happens if things go the other way – if dealers let their customer experience scores drop? Is there a risk? You bet there is and, in fact, the loss is potentially much greater than the upside potential. The numbers we calculated are for only one dealership. As a manufacturer, imagine the financial impact across the entire network by not focusing on the customer experience.
The reality is examined in this, the second part of the Customer Experience Payback Study.
