Making the Automotive Service Experience Exceptional: Part 2 of 3
InMoment XI
MARCH 19, 2020
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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Making the Automotive Service Experience Exceptional: Part 1 of 3
InMoment XI
MARCH 3, 2020
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.
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Making the Automotive Service Experience Exceptional: Part 3 of 3
InMoment XI
APRIL 2, 2020
AutomotiveTaking Care of Your Customers “After” This is the last of three blogs discussing an exceptional Service Experience. The first two looked at what happens Before and During the service. Today we’ll look at what happens After vehicle servicing is completed.
An Automotive Delivery Your Customers Will Remember
InMoment XI
APRIL 16, 2020
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.
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.
The Importance of Onboarding in the Automotive Industry: Part 2
InMoment XI
JANUARY 30, 2020
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
2016 Automotive Dealership Loyalty Study
InMoment XI
MAY 2, 2016
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.
2016 Automotive Dealership Loyalty Study
InMoment XI
MAY 2, 2016
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
MAY 2, 2016
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.
Will the Automotive Good Times Roll?
InMoment XI
JUNE 8, 2015
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).
The Case for Automotive Dealership Mystery Shopping Programs
InMoment XI
JUNE 13, 2017
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.
Video: The Future of CX – Automotive Update
InMoment XI
APRIL 22, 2015
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
JULY 28, 2016
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
SEPTEMBER 30, 2015
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
AUGUST 19, 2015
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.
Tesla: The Future of Automotive Retailing?
InMoment XI
AUGUST 19, 2015
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
4 reasons to attend the 2017 Automotive CX Summit
Alida
JUNE 1, 2017
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
The Future of CX – Automotive Update
InMoment XI
APRIL 22, 2015
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
Gain an edge in the automotive industry through CX
MyCustomer Experience
APRIL 21, 2022
GCompetition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving. 21st Apr 2022. By Smoke CI
Lessons from Apple for the Automotive Industry
InMoment XI
APRIL 15, 2015
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
Why DealerRater reviews are important for your automotive business
BirdEye
MAY 4, 2022
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?
InMoment XI
JUNE 8, 2015
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
APRIL 15, 2015
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.
Key Take Aways From IAA Mobility: Repositioning The Automotive Industry Around Changing Customer Priorities
Forrester Digital Transformation
SEPTEMBER 29, 2021
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
Will the Automotive Good Times Roll?
InMoment XI
JUNE 8, 2015
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
JUNE 30, 2017
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
Video: North American Automotive Experience Encouraging
InMoment XI
FEBRUARY 13, 2012
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
DECEMBER 21, 2011
AutomotiveRedefining what an auto company does could be useful.
Video: The Future of CX – Automotive Update
InMoment XI
APRIL 22, 2015
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
InMoment XI
JANUARY 20, 2012
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.
The Gap in Perception – German Automotive Industry 2016
InMoment XI
JULY 28, 2016
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
JULY 28, 2016
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
FEBRUARY 13, 2012
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
SEPTEMBER 30, 2015
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
FEBRUARY 19, 2014
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?
InMoment XI
JANUARY 27, 2014
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.
Video: The MaritzCX Automotive Conference: What Did We Learn? (Part Two)
InMoment XI
NOVEMBER 20, 2014
To hear what clients learned at the MaritzCX Automotive Conference is much more meaningful when they tell us in their own words. AutomotiveHere’s a few more stories, this time from Kia, Honda, and Dominion Dealer Solutions. Until next time. Chris @christravell.
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