4 reasons to attend the 2017 Automotive CX Summit

Vision Critical

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

2016 Automotive Dealership Loyalty Study

MaritzCX

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.

Automotive Industry Transformation = Disruption or Opportunity?

SuiteCX

Over the past two decades we have witnessed a massive transformation in the automotive industry, driven primarily by advances in technology. The team at SuiteCX has been working in lockstep with automotive Manufacturers for over 20 years, helping navigate through this changing environment, and ensuring the companies evolve to achieve competitive advantage through customer experience excellence.

How to improve CX in the automotive industry

Vision Critical

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

Lessons from Apple for the Automotive Industry

MaritzCX

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.

The Future of CX – Automotive Update

MaritzCX

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

Customer Service Focus Fuels Unprecedented Growth for Synergy Automotive

CSM Magazine

A 66 per cent increase in sales since 2012 has turbocharged success for vehicle leasing and contract hire broker Synergy Automotive. In the driving seat: Paul and Martina Parkinson with members of the Synergy Automotive team.

Glengarry Glen Ross: Automotive vs. Airlines

MaritzCX

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

The Case for Automotive Dealership Mystery Shopping Programs

MaritzCX

Being 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.

How Cadillac drives customer centricity in the luxury market

Vision Critical

There’s no doubt innovation is important in the automotive business. Marketing Customer Experience guest blog posts automotive industryCadillac is a brand that needs no introduction. It is an iconic company—a larger-than-life brand that people associate with luxury.

Will the Automotive Good Times Roll?

MaritzCX

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.

Sonic Automotive Sets Its Sales Strategy on 'FIRE'

Think Customers

While sales teams are an important driving force for profit in organizations across all industries, Sonic Automotive recognized that most are rarely given the tools necessary to achieve success.

Get Ready For The Self-Driving Economy

Forrester's Customer Insights

automotive tech market outlook tech sector economics transportation & logisticsAutonomous transportation.

The Connected Car: Transforming the Automotive Customer Experience

Think Customers

The automotive customer experience is becoming increasingly digitized. Automotive electronics are now embedded in drive trains, controls, and in dashboard systems. And while companies such as NVIDIA are making headlines with advances in autonomous driving capabilities at this week''s 2015 Consumer Electronics Show in Las Vegas, the connected car is also creating a host of customer experience opportunities for marketers and automotive customer care leaders to act on.

4 reasons people hate buying a car and what auto companies can do about it

Vision Critical

Yet, according to IHS Automotive , shoppers spend an average of three hours in the dealership—much of that time spent on negotiations and paperwork. Customer Experience automotive industryFor the past century, cars have been an integral part of the American dream.

Do You Love Your Car Dealership? Didn’t think so. - Frank Reactions

Tema Frank

Customer Service / Customer Experience Employees Frank Reactions Podcast Process Sales Shows Strategies automotive cars Driven to Delight Joseph Michelli MercedesDoes your car dealership make you feel cared for?

Congrats on your new car! But before you go…

Forrester

Read more Categories: Automotive. Automotive CX Index Customer Experience Customer Experience emotionIf you've ever bought a car from an auto dealership, this story might ring true for you.

Can We Have Innovation Without Leveraging Customer Feedback?

360Connext

Blog Customer Experience Featured Innovation Opinion Recent News Video automotive customer feedback engineering innovation linkedin technology I had the opportunity to check out all the shiny new cars at the Chicago Auto Show on the media preview day last week.

Dealership Digital Retailing is Inevitable, Because The Customer Always Wins!

MaritzCX

Think of any retailer category out there, and the consumer inevitable wins in getting it their way“ The above quote is by Mark O’Neil, COO of Cox Automotive, at the recent JD Power 2017 Automotive Forum. “The consumer always gets what they want.

Why Ford is Building an Engaging Customer Experience

ReviewTrackers

In case you haven’t heard, there’s a shift taking place in the automotive industry. After a century of the car being the center of the American dream, a symbol of individual freedom , automotive manufacturers are facing a new challenge. The Future of Automotive.

2017 MaritzCX Auto Summit – Las Vegas

MaritzCX

CX leaders from the industry’s top automotive manufacturers went lightning fast down the straight-away’s and tightly hugged corners in some of the fastest, most exciting cars in the world. This year’s MaritzCX Auto Summit participants went full throttle at the Las Vegas Motor Speedway.

Another Lesson From Apple You May Want to Consider

MaritzCX

She bought an Apple Watch and what happened after is something we can apply to the automotive industry. A friend of mine just had an amazing customer experience. Let me know what you think. Until next time. christravell

It's Time to Change the Automotive Customer Satisfaction Survey System

Think Customers

When an auto customer buys or leases a vehicle at a car dealership, it''s common for the salesperson to ask the customer to give them the highest possible marks in the customer satisfaction survey that''s soon to follow. While I''ve been pressured by dealer salespeople to do this on more than one occasion (and even within the past several weeks), I''ve come to discover that these aren''t simply the actions of an overzealous salesperson that is out to pad his or her annual bonus.

Will the Automotive Good Times Roll?

MaritzCX

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.

5 Ways to Guard Against Survey Manipulation

MaritzCX

I’ve been in the automotive industry for some time and concerns about dealership attempts to interfere with the customer satisfaction measurement process have been around for a long time as well, but lately they seem to be intensifying.

Car Talk: The Marketing Gift of (Automotive) Gab

Beyond Philosophy

In this blog, we’re zeroing in on automotive word-of-mouth. The post Car Talk: The Marketing Gift of (Automotive) Gab appeared first on Beyond Philosophy. According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world. Having often addressed the power of informal communication ( [link] ), it’s always gratifying to have confirmation by respected research and consulting organizations.

General Motors is Investing $500M in Lyft – Just The Beginning of the Sign Of Changes in 2016

Natalie Petouhof

Analytics of Everything CEO Crossing the Chasm Customer Service Digital Disruption Dr. Natalie's Blog Internet of Analytics Internet of Things IOT Leadership @constellationrg @drnatalie Auto Show cars Constellation Research creation of an on-demand autonomous car network General Motors GM GM president Dan Ammann Janus Capital Management John Zimmer Lyft natalie petouhoff rental program for drivers of the car-sharing service Self-Driving Cars service-oriented automotive industry

Apples and Oranges: Why Your CX Program Needs to Be Different

MaritzCX

For example, in the automotive industry, on average, a new car is bought every four years and for some customers, a. Customer loyalty isn’t the same in every industry.

Global Governance and Your CX Program

MaritzCX

A few weeks from now in Germany, we have the kick-off meeting for a certain automotive manufacturer’s global CX program. All regions of the world will be represented, either in-person or via teleconference. One of the main issues that will be discussed is global governance.

North American Automotive Experience Encouraging

MaritzCX

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?

People hate servicing their cars, but it doesn’t have to be that way

Vision Critical

That’s one of the startling findings in the first annual Mobility Study , a report on changing automotive consumer preferences. As a mature marketplace, why does the automotive service industry face such a poor reputation? Business Strategy Customer Experience automotive industry

The Gap in Perception – German Automotive Industry 2016

MaritzCX

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

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

What’s Happening with the Sonic Initiative?

MaritzCX

If you’ve been following the CX Café blog, you’ll know that we did a series a little while back on EchoPark, which is Sonic Automotive’s foray into re-designing the customer experience.

16 Popular Review Websites Businesses Should Track

ReviewTrackers

and with nearly 70 million monthly across all YP properties, YellowPages.com offers all kinds of business information across a wide range of industries and categories, including restaurants, automotive, home improvement, health and wellness, and attorneys. Automotive Review Sites.

EchoPark and What It Means for OEM Stores

MaritzCX

I want to thank those who have been sending me notes on the series we’re doing on Sonic Automotive. Always great to hear from you so keep them coming.

Warranty as a Differentiator

MaritzCX

You may have read the article in the March 16th edition of Automotive News “As GM trims warranties, will buyers even notice?” GM is phasing out its 5-year/100,000 mile powertrain warranty on Chevrolet and GMC vehicles and the million dollar question is – does it matter?

Video: The Future of CX – Automotive Update

MaritzCX

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

Comparing Internal CX and Syndicated Studies

MaritzCX

In the automotive customer experience industry, the independent studies most clients ask about are the JD Power Sales Satisfaction Index (SSI) and Customer Service Index (CSI) studies, and the MaritzCX New.

Tesla: The Future of Automotive Retailing?

MaritzCX

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.