Making the Automotive Service Experience Exceptional: Part 2 of 3

MaritzCX

Taking Care of Your Customers “During” In our last blog, which you can view here, we talked about the Before stage of Automotive Service. AutomotiveNow we will be going over the second part of an Exceptional Service Experience which is, of course, During the Service itself. Welcome Customers the Moment They Arrive The During experience starts with. View Article.

Making the Automotive Service Experience Exceptional: Part 1 of 3

MaritzCX

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. Servicing this same vehicle is often looked at in a different. View Article.

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An Automotive Delivery Your Customers Will Remember

MaritzCX

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. It significantly impacts their comprehension of features and benefits, the overall enjoyment they will experience, and how they ultimately value working together with you and your dealership. The delivery is so important that we. View Article.

Making the Automotive Service Experience Exceptional: Part 3 of 3

MaritzCX

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. As a quick reminder, an exceptional Service Experience cannot be understated. Not only do we want owners to return. View Article.

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

MaritzCX

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. AutomotiveTo view the first part of this blog series, click here.

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. 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

MaritzCX

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

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.

The Case for Automotive Dealership Mystery Shopping Programs

MaritzCX

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.

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. AutomotiveSAAR (Seasonally Adjusted Annual Rate).

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. AutomotiveThe VW scandal has dragged all other German manufacturers into the pit. This is confirmed by the trust index of GPRA, 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. 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

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?

MaritzCX

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.

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. 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

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. 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 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

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. 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?

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. SAAR (Seasonally Adjusted Annual Rate).

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. 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?

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. SAAR (Seasonally Adjusted Annual Rate).

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. 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

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? AutomotiveI believe you might find the results encouraging.

Marketing Myopia and the 21st Century Automotive Business

MaritzCX

AutomotiveRedefining what an auto company does could be useful.

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 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

Shattering Negative Stereotypes in the Automotive Industry

MaritzCX

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.

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? I believe you might find the results encouraging

The Importance of Automotive Reviews

ReviewTrackers

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 research is based on an analysis of more than 83,350 automotive dealership reviews of 5 companies with more than 1,160 business locations over the course of 2016. BMW Redesigns the Automotive Dealership Environment — and Delivers a Customer-First Experience.

The Importance of Automotive Reviews

ReviewTrackers

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 research is based on an analysis of more than 83,350 automotive dealership reviews of 5 companies with more than 1,160 business locations over the course of 2016. BMW Redesigns the Automotive Dealership Environment — and Delivers a Customer-First Experience.

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

Wolfgang Amadeus Mozart’s Advice for the Automotive Industry

MaritzCX

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?

MaritzCX

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)

MaritzCX

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

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. AutomotiveAnd many of the challenges are similar. A lot of information was presented and in this video, clients from General Motors, Mazda, and Chrysler share some insight. Until next time. View Article.