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 200

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 245

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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.

2016 245

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

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

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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.

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.

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.

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

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.

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.

How to unlock better automotive customer experiences

Thunderhead

In 1913, Henry Ford introduced the moving assembly line to a burgeoning automotive industry, revolutionizing global manufacturing forever. The provision of data-fueled customer experiences is particularly well suited to the (typically longer) automotive sales cycle, positively impacting NPS/CSAT scores, cross-sell efficacy and LTV. Thunderhead ONE helps automotive brands understand, visualize and act on customer signals, developing profiles in real-time. (4 Minute Read).

Taking the Pulse of the Automotive Customer Experience

ReviewTrackers

This makes automotive shopping typically more daunting. Power , automotive shoppers spent an average of 14 hours researching cars online — visiting dealership sites, reading reviews, making price comparisons, using online shopping tools — before making a purchase decision. They don’t stop interacting on digital channels after buying a car, either; automotive shoppers are also increasingly active when it comes to leaving online reviews and feedback about their customer experience.

Taking the Pulse of the Automotive Customer Experience

ReviewTrackers

This makes automotive shopping typically more daunting. Power , automotive shoppers spent an average of 14 hours researching cars online — visiting dealership sites, reading reviews, making price comparisons, using online shopping tools — before making a purchase decision. They don’t stop interacting on digital channels after buying a car, either; automotive shoppers are also increasingly active when it comes to leaving online reviews and feedback about their customer experience.

Automotive Customer Journeys: Accelerating Value

Kitewheel

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. The automotive industry is one where customer journeys can have a dramatic impact. To get value faster both to and for their customers, automotive businesses need to invest in customer journey orchestration.

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.

The Importance of Onboarding in the Automotive Industry: Part 1

MaritzCX

The Automotive Employee Journey Let’s start with some good news. AutomotiveAccording to Tinypulse.com, 91% of employees are retained by an organization with an effective onboarding process and 69% of new hires are likely to stay for three years if there is a well-structured onboarding programme in place. But here’s the bad news – 22% of. View Article.

Learning From An Exciting Automotive CX Transformation: Four Questions You Should Be Asking if Your Organization Wants To Transform Its CX

MaritzCX

Last week Sonic Automotive, the fourth largest dealership group in the US launched EchoPark, a new automotive experience focused on selling pre-owned vehicles. AutomotiveTheir first store is in the Denver market of Thornton. In a world where pretty much every company is striving to differentiate on the customer experience, Sonic is a shining example of how to. View Article.

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How to Claim Your Dealership or Automotive Business on DealerRater

ReviewTrackers

Founded in 2002, automotive website DealerRater is one of the leading car dealership review websites today, helping dealers create connections, inspire trust among automotive buyers, and sell more cars. If you’re managing a dealership or automotive business, DealerRater is one of the sites where you should claim your business and have a strong presence. The post How to Claim Your Dealership or Automotive Business on DealerRater appeared first on ReviewTrackers.

Automotive Industry Review Management Tips & Insights

Grade.us

A great automotive industry review management strategy can help auto dealers tackle these problems in a number of ways: 1. The automotive industry is competitive and reviews can help you one up your competition. Automotive industry review management secrets to scoring great reviews. DealerRater is another high traffic review site in the automotive industry. The automotive industry is competitive and reviews can help you one up your competition.

The Automotive Industry’s Guide To Car Dealer Reviews

Grade.us

Are car dealer reviews and other types of automotive related business reviews important to the automotive industry? When it comes to the automotive industry, it feels like many customers already have their minds made up. What customers think about car dealers and the automotive industry. A recent survey by Gallup found 56% of Americans have a positive view of the automotive industry. It's not a complete representation of the automotive industry as a whole.

Learning From An Exciting Automotive CX Transformation: Four Questions You Should Be Asking if Your Organization Wants To Transform Its CX

MaritzCX

Last week Sonic Automotive, the fourth largest dealership group in the US launched EchoPark, a new automotive experience focused on selling pre-owned vehicles. Their first store is in the Denver market of Thornton. In a world where pretty much every company is striving to differentiate on the customer experience, Sonic is a shining example of how to. View Article

2014 232

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.

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).

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. Thus, the auto retailer partnered with MicroStrategy to address the lack of insight accessibility by deploying FIRE (Financial and Insurance Reporting Engine), Sonic Automotive''s internal mobile application, which enables sales professionals to close deals.

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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. Founded in 2006 by Paul Parkinson, who has amassed over three decades of industry expertise, Synergy Automotive provides B2B and B2C car leasing, contract hire and finance services.

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.

2016 200

Learning From An Exciting Automotive CX Transformation: Four Questions You Should Be Asking if Your Organization Wants To Transform Its CX

MaritzCX

Last week Sonic Automotive, the fourth largest dealership group in the US launched EchoPark, a new automotive experience focused on selling pre-owned vehicles. Their first store is in the Denver market of Thornton. In a world where pretty much every company is striving to differentiate on the customer experience, Sonic is a shining example of how to. View Article

2014 200

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.

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

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.