The New Era of Expectation - Revitalizing Customer Experience at the Dealership
This article is part of a thought leadership series by the Ipsos Auto sector expert group. This team of experts in the automotive sector join forces to share their unique perspectives and insights about the latest trends, innovations, and happenings in the auto industry. The intent is to keep our clients informed and up-to-date through the lens of research.
In today’s 'Experience Economy,' customer experience is vital for brand success, especially in automotive dealerships post-COVID. This article highlights that to build trust and meet high expectations, dealerships must align service experiences with brand promises, offer personalized advice, and maintain continuous communication. Factors like reduced vehicle usage, improved build quality, and high servicing costs have impacted service frequency.
This article emphasizes that transparency, fairness, and value are essential, and learning from other sectors can enhance customer relationships and financial performance.
