The Key to Automotive Success: Elevating Customer Experience
Experience is the new battleground
Retail and big tech leaders continue to raise the bar for customer experience, and the auto industry must adapt. New generations of car buyers are not just more digital; they bring high expectations of buyer and owner experience from outside the industry. Auto companies need to think beyond the initial vehicle sale.
In order to come out on top, companies will need to move away from the traditional manufacturing model with dealers that own the customer relationship, and transition to becoming a technology company with retail that owns and develops the primary relationship with customers through a winning experience and a digital ecosystem.