An Automotive Delivery Your Customers Will Remember

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AutomotiveDelivering a New Vehicle is Special. Make it Memorable! The delivery is an important moment of truth that solidifies the customer’s feelings about their vehicle purchase.

Making the Automotive Service Experience Exceptional: Part 2 of 3

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Taking Care of Your Customers “During” In our last blog, which you can view here, we talked about the Before stage of Automotive Service. Automotive

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The Importance of Onboarding in the Automotive Industry: Part 2

InMoment XI

The Important First Day of the Employee Journey In the last blog on the Employee Experience in the Automotive industry, we looked at the strategic importance and economic benefit of an effective onboarding process and focused on what should happen prior to the employee’s. Automotive

The Importance of Onboarding in the Automotive Industry: Part 1

InMoment XI

The Automotive Employee Journey Let’s start with some good news. Automotive

Hybrid CX (Pt 3) - Why Organizations Feel Pressured To Go Digital And How To Help Them

Speaker: Errol S. van Engelen, Author, Speaker and Independent Advisor

In today’s high-pressure world, digital transformation is everywhere on the agendas of corporate boards and has risen to the top of CEOs’ strategic plans. Artificial intelligence, blockchain, 3D printing, the Internet of Things, and drones are some of the emerging technologies that are already transforming our world. In this fast changing domain — predicted by few and now a reality for all — how can companies transform today’s challenges into tomorrow’s opportunities? This webinar is designed for a broad audience including business and technology professionals, as well as managers in the contact center industry. Join us if you are looking to learn why there's so much pressure to go digital, and how to successfully implement digital transformation through emerging technologies and transformation planning.

Making the Automotive Service Experience Exceptional: Part 1 of 3

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AutomotiveTaking Care of Your Customers “Before” Buying a new car or truck is magical. We work in the business so we can forget how special it is to our customers. And at best it only happens every three to five years, often much longer, so it is truly a special event.

2016 Automotive Dealership Loyalty Study

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Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. AutomotiveThis was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since. View Article.

Gain an edge in the automotive industry through CX

MyCustomer Experience

GCompetition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving. 21st Apr 2022. By Smoke CI

Why DealerRater reviews are important for your automotive business

BirdEye

As a business in the automotive industry, reviews are essential for your online reputation. Needless to say, the amount of exposure and reviews they get as a dealership rater makes them a valuable resource for your automotive business. Want more insight into the automotive industry?

Will the Automotive Good Times Roll?

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2015 has been a great year for automotive sales with a 17.1 This is especially spectacular when compared to the dark days of 2009 when two automotive giants, General Motors, and Chrysler, were in bankruptcy and everyone was ratcheting back production to the 10m market reality. AutomotiveSAAR (Seasonally Adjusted Annual Rate).

2016 Automotive Dealership Loyalty Study

InMoment XI

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since. View Article

2016 Automotive Dealership Loyalty Study

InMoment XI

Automotive Dealership Loyalty Study Background Follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study: Two Data Sets All Respondents (n=12,875) Weighted to 2009 and 2010 vehicle sales by model Used for Sales to Service Loyalty analyses and service usage analyses Vehicle Replacers (n=5228) 5431 had replaced their.

Video: The Future of CX – Automotive Update

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Automotive Industry Readers: For this week’s post I would like to introduce you to my colleague Dr. Dave Fish. AutomotiveNot only is Dave a first-class researcher but he is a preeminent forward thinker in the area of customer experience. He also headed up our auto practice a few years ago so he has a great. View Article.

The Gap in Perception – German Automotive Industry 2016

InMoment XI

In the automotive industry the perception of car manufacturers and consumers are drifting miles apart Authors: Jörg Sgries & Catja Sander 2016 has so far not been the best year for the automotive industry. AutomotiveThe VW scandal has dragged all other German manufacturers into the pit. This is confirmed by the trust index of GPRA, View Article.

Video: Glengarry Glen Ross: Automotive vs. Airlines

InMoment XI

AutomotiveEver wonder how auto companies compare to other industries in responding to customer inquiries over social media? We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Until next time. christravell.

Tesla: The Future of Automotive Retailing?

InMoment XI

AutomotiveTesla is not only redefining what the automobile is; it is fundamentally disrupting how vehicles are purchased in the United States. And, according to new research by MaritzCX, customers are loving it. Tesla’s unorthodox retailing approach of having about 83 factory direct outlets (‘galleries’) in shopping malls and other unconventional locations scattered across the US with. View Article.

The Case for Automotive Dealership Mystery Shopping Programs

InMoment XI

AutomotiveBeing a good son-in-law, I have taken on the responsibility of finding my mother-in-law a new car. Her lease expires soon and I have been dedicated to getting her the best deal possible—but on a car that is safe for her and for my kids (which she is frequently carting around to go shopping, go. View Article.

4 reasons to attend the 2017 Automotive CX Summit

Alida

Vision Critical is headed to the Automotive CX Summit in Marina del Rey, California, on June 20 to 21. Why we’re excited: The correlation between employee engagement and customer experience is well known in traditional retail, but automotive companies are not widely recognized as leaders in this area. In a world where we buy nearly everything online, why has it taken the automotive retail sector so long to get to online retailing? Customer Experience automotive industry

Key Take Aways From IAA Mobility: Repositioning The Automotive Industry Around Changing Customer Priorities

Forrester Digital Transformation

Age of the Customer Automation Automotive Big Data customer experience Data Governance Data Insights digital business digital disruption digital product management Digital Transformation EMEA emerging technology Europe Innovation internet of things (IoT) user experience (UX

The Future of CX – Automotive Update

InMoment XI

Automotive Industry Readers: For this week’s post I would like to introduce you to my colleague Dr. Dave Fish. Not only is Dave a first-class researcher but he is a preeminent forward thinker in the area of customer experience. He also headed up our auto practice a few years ago so he has a great. View Article

Lessons from Apple for the Automotive Industry

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Anyone who has spent any time around an automotive manufacturer will know that Apple is held up as an example of something, perhaps, that we should be doing. But what is Apple doing and how can it be applied? At the recent Next Generation CX Conference in San Diego, Tiger Cosmos from Ford shared some. View Article

Will the Automotive Good Times Roll?

InMoment XI

2015 has been a great year for automotive sales with a 17.1 This is especially spectacular when compared to the dark days of 2009 when two automotive giants, General Motors and Chrysler, were in bankruptcy and everyone was ratcheting back production to the 10m market reality. SAAR (Seasonally Adjusted Annual Rate).

Video: Lessons from Apple for the Automotive Industry

InMoment XI

Anyone who has spent any time around an automotive manufacturer will know that Apple is held up as an example of something, perhaps, that we should be doing. AutomotiveBut what is Apple doing and how can it be applied? At the recent Next Generation CX Conference in San Diego, Tiger Cosmos from Ford shared some. View Article.

Will the Automotive Good Times Roll?

InMoment XI

2015 has been a great year for automotive sales with a 17.1 This is especially spectacular when compared to the dark days of 2009 when two automotive giants, General Motors and Chrysler, were in bankruptcy and everyone was ratcheting back production to the 10m market reality. SAAR (Seasonally Adjusted Annual Rate).

How to improve CX in the automotive industry

Alida

At the 13 th annual Automotive CX Summit, executives from OEMs, dealers, and finance providers shared their perspective on how the industry can work together to meaningfully transform the vehicle buying and ownership experience for the better. According to KPMG’s Global Automotive Executive Survey, eighty-two percent of automotive industry executives expect a business disruption in the next five years. Customer Experience automotive industry

Tesla: The Future of Automotive Retailing?

InMoment XI

Tesla is not only redefining what the automobile is; it is fundamentally disrupting how vehicles are purchased in the United States. And, according to new research by MaritzCX, customers are loving it. Tesla’s unorthodox retailing approach of having about 83 factory direct outlets (‘galleries’) in shopping malls and other unconventional locations scattered across the US with. View Article

Video: North American Automotive Experience Encouraging

InMoment XI

A few weeks back on January 20th, we looked at how the automotive retail experience stacks up against other industries and we learned that on the whole, it wasn’t bad. Automotive customers’ expectations are constantly increasing, but as an industry, are we keeping up? AutomotiveI believe you might find the results encouraging.

Marketing Myopia and the 21st Century Automotive Business

InMoment XI

AutomotiveRedefining what an auto company does could be useful.

Video: The Future of CX – Automotive Update

InMoment XI

Automotive Industry Readers: For this week’s post I would like to introduce you to my colleague Dr. Dave Fish. Not only is Dave a first-class researcher but he is a preeminent forward thinker in the area of customer experience. He also headed up our auto practice a few years ago so he has a great. View Article

Shattering Negative Stereotypes in the Automotive Industry

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The automotive world frequently gets a. AutomotiveI’d like to introduce you to one of my colleagues, Dr. Scott Pimley. Scott is Director, Solutions Architecture and works out of our Torrance, CA office. He put together this post to shed some light on where we stand as an industry in terms of the retail experience. View Article.

Why Feedbackly is the Best CXM Tool for Automotive Industry

Feedbackly

If you are engaged in the automotive industry and are looking for resources that would help you optimize the customer experience in your business, Features Insight customer experience customer feedback customer feedback measurement CX Certification CX consultation CX tool CX training CXM emotional experience emotional value index EVI feedbackly NPS

The Gap in Perception – German Automotive Industry 2016

InMoment XI

In the automotive industry the perception of car manufacturers and consumers are drifting miles apart Authors: Jörg Sgries & Catja Sander 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit. This is confirmed by the trust index of GPRA, View Article

The Gap in Perception – German Automotive Industry 2016

InMoment XI

In the automotive industry the perception of car manufacturers and consumers are drifting miles apart 2016 has so far not been the best year for the automotive industry. The VW scandal has dragged all other German manufacturers into the pit. This is confirmed by the trust index of GPRA, the association of leading communication agencies. View Article

North American Automotive Experience Encouraging

InMoment XI

A few weeks back on January 20th, we looked at how the automotive retail experience stacks up against other industries and we learned that on the whole, it wasn’t bad. Automotive customers’ expectations are constantly increasing, but as an industry, are we keeping up? I believe you might find the results encouraging

Glengarry Glen Ross: Automotive vs. Airlines

InMoment XI

Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media? We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Until next time. christravell

Wolfgang Amadeus Mozart’s Advice for the Automotive Industry

InMoment XI

AutomotiveIn the 1984 movie ‘Amadus’, Mozart debuts one of his operas before Emperor Joseph II. Anxious to hear his feedback after the curtain falls, Mozart asks the Emperor what he thought. The emperor responds by saying ‘too many notes.’ I was reminded of those words last night as I overheard in excruciating detail the problems. View Article.

Automotive Apathy: Have Youth Fallen Out of Love with Cars?

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AutomotiveWhen I was growing up, I loved to watch Starsky and Hutch in their red and white Ford Gran Torino catching bad guys using the signature hood slide with really bad hair. Okay, Burt Reynolds was a bit cheesy (killer ‘stache though), but he had an awesome Pontiac Firebird that I still threaten my wife. View Article.