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

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

2016 Automotive Dealership Loyalty Study

MaritzCX

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues.

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.

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.

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.

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.

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.

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?

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

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

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

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.

Video: 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.

Slow Down to Speed Up: The CX Pillars of Support that Drive Achievement

MaritzCX

Automotive The world comes at us at 150+ miles an hour, every day. Each new moment thrusts upon us decision points, which shape our next steps. As we barrel through this speedway of change called life, there are key pillars of support that drive our achievement.

Creating an Effective Appeal Process for Your CX Programme

MaritzCX

AutomotiveWe’ve seen it many times. You understand the need to listen to customers. You want to apply their feedback to your organization. You launch your CX programme. Results start coming in. But then it happens. Your channel partners dispute some of the results.

Video: 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?

Shattering Negative Stereotypes in the Automotive Industry

MaritzCX

The automotive world frequently gets a. I’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.

Predictive Analytics, Dealer Service Centers, and the Promise of Forecasting Vehicle Breakdowns Before They Occur

MaritzCX

AutomotiveSo, you’re out for an evening at the mall and when you return to your vehicle, it won’t start.

What Drives Loyalty Really? Do You Want a Car with Four Wheels or Good Service?

MaritzCX

AutomotiveEverybody who conducts surveys and collects customer feedback with the objective of measuring or improving Loyalty or Customer Satisfaction will at least consider “identifying drivers”, if not executing a method to do so.

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.

Video: 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

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

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.

Shattering Negative Stereotypes in the Automotive Industry

MaritzCX

The automotive world frequently gets a. I’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

Video: The MaritzCX Automotive Conference: What Did We Learn? (Part Two)

MaritzCX

To hear what clients learned at the MaritzCX Automotive Conference is much more meaningful when they tell us in their own words. Here’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 Two)

MaritzCX

To hear what clients learned at the MaritzCX Automotive Conference is much more meaningful when they tell us in their own words. Here’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

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.

Video: The MaritzCX Automotive Conference: What Did We Learn? (Part One)

MaritzCX

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.

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.

New distribution channels in the automotive industry and its impact on customer satisfaction surveys

MaritzCX

The customer base in the automotive industry is changing at a faster pace than ever before. For a few years now, we have experienced an increasing differentiation of customer segments with different interests and demands.

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

MaritzCX

When 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.

Before “Watson” Visits the Dealer Service Center, Changes Will Have to Occur!

MaritzCX

AutomotiveWhat does “Watson” and elevator repair have in common with dealership “predictive” maintenance? The following 30 second spot will tell you more. But the final explanation is that the process of “predictive maintenance” will both keep people from getting stuck in between floors and drivers from being stranded in poorly lit parking lots. Predictive Analytics. View Article.

Mitch Hedberg’s Lesson For the Automotive Industry

MaritzCX

I was recently listening to a bit he did and I couldn’t help thinking that one of his jokes applies pretty directly to the automotive industry. For those who haven’t heard him before, Mitch Hedberg was a funny guy. Ducks’ opinion of us is very much influenced over whether or not we have bread. View Article

Mitch Hedberg’s Lesson For the Automotive Industry

MaritzCX

I was recently listening to a bit he did and I couldn’t help thinking that one of his jokes applies pretty directly to the automotive industry. For those who haven’t heard him before, Mitch Hedberg was a funny guy. Ducks’ opinion of us is very much influenced over whether or not we have bread. View Article

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.

New distribution channels in the automotive industry and its impact on customer satisfaction surveys

MaritzCX

The customer base in the automotive industry is changing at a faster pace than ever before. For a few years now, we have experienced an increasing differentiation of customer segments with different interests and demands. This change does not stop at clients expectations – in particular, with respect to their buying experience. A credit to. View Article

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.

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