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Making the Automotive Service Experience Exceptional: Part 2 of 3
MaritzCX
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
Automotive Related Topics 
The Importance of Onboarding in the Automotive Industry: Part 2
MaritzCX
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
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Making the Automotive Service Experience Exceptional: Part 1 of 3
MaritzCX
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.
The Importance of Onboarding in the Automotive Industry: Part 1
MaritzCX
JANUARY 16, 2020
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.
2016 Automotive Dealership Loyalty Study
MaritzCX
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. Automotive
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The Case for Automotive Dealership Mystery Shopping Programs
MaritzCX
JUNE 13, 2017
AutomotiveBeing a good son-in-law, I have taken on the responsibility of finding my mother-in-law a new car.
Will the Automotive Good Times Roll?
MaritzCX
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.
2016 Automotive Dealership Loyalty Study
MaritzCX
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.
Tesla: The Future of Automotive Retailing?
MaritzCX
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.
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4 reasons to attend the 2017 Automotive CX Summit
Vision Critical
JUNE 1, 2017
Vision Critical is headed to the Automotive CX Summit in Marina del Rey, California, on June 20 to 21. 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
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Tesla: The Future of Automotive Retailing?
MaritzCX
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.
Lessons from Apple for the Automotive Industry
MaritzCX
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.
Will the Automotive Good Times Roll?
MaritzCX
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.
How to improve CX in the automotive industry
Vision Critical
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. Customer Experience automotive industry
The Gap in Perception – German Automotive Industry 2016
MaritzCX
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: Lessons from Apple for the Automotive Industry
MaritzCX
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. Automotive
Will the Automotive Good Times Roll?
MaritzCX
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.
Video: The Future of CX – Automotive Update
MaritzCX
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.
Video: Glengarry Glen Ross: Automotive vs. Airlines
MaritzCX
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.
Video: North American Automotive Experience Encouraging
MaritzCX
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?
The Importance of Automotive Reviews
ReviewTrackers
JULY 10, 2019
On online review sites, the overall rating of car dealerships and automotive companies tends to increase as more reviews are posted, according to research by customer feedback software company ReviewTrackers.
The Importance of Automotive Reviews
ReviewTrackers
JULY 10, 2019
On online review sites, the overall rating of car dealerships and automotive companies tends to increase as more reviews are posted, according to research by customer feedback software company ReviewTrackers.
The Future of CX – Automotive Update
MaritzCX
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
MaritzCX
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.
North American Automotive Experience Encouraging
MaritzCX
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?
Automotive Apathy: Have Youth Fallen Out of Love with Cars?
MaritzCX
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.
Video: The MaritzCX Automotive Conference: What Did We Learn? (Part Two)
MaritzCX
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.
Video: The MaritzCX Automotive Conference: What Did We Learn? (Part One)
MaritzCX
NOVEMBER 19, 2014
One of the benefits of the MaritzCX Automotive Conference was that we had competitors sitting side by side who talked about the challenges they face. Automotive
The Gap in Perception – German Automotive Industry 2016
MaritzCX
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
MaritzCX
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
Video: The Future of CX – Automotive Update
MaritzCX
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
New distribution channels in the automotive industry and its impact on customer satisfaction surveys
MaritzCX
JUNE 2, 2014
The customer base in the automotive industry is changing at a faster pace than ever before. AutomotiveFor a few years now, we have experienced an increasing differentiation of customer segments with different interests and demands.
Tesla: The Future of Automotive Retailing?
MaritzCX
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.
Marketing Myopia and the 21st Century Automotive Business
MaritzCX
DECEMBER 21, 2011
AutomotiveRedefining what an auto company does could be useful.
Video: North American Automotive Experience Encouraging
MaritzCX
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?
Automotive Customer Journeys: Accelerating Value
Kitewheel
MAY 8, 2019
Automotive ads have gotten creative. From catchy jingles in holiday sales events to product placement in TV shows , and well as those high-priced sports campaigns, there is simply no shortage of content and messaging from automotive dealers. A Example Volkswagen Ad.
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