危機時的汽車產業客戶體驗管理

面對面互動在過去數百年幾乎是所有產業服務客戶時的關鍵環節,面對COVID- 19大流行後大眾生活習慣及消費行為改變,汽車製造商和經銷商比其他產業更需要重新檢視調整其銷售和服務流程。Like all industries where a key component of service delivery is conducted face to face, the unprecedented COVID-19 pandemic requires that automotive manufacturers and dealership immediately adapt and reassess their sales and service process.

COVID-19這樣特殊的危機時刻,消費者將更深刻地銘記那些有心保護他們健康和福祉的廠商;因此成功的汽車製造商和經銷商應把握這個意外的事件,作為革新傳統做法的契機,重新塑造零售設施和客戶服務流程。
 
COVID-19疫情擴散後,許多國家強制性的鎖國封城已嚴重破壞了汽車生產和供應鏈,經銷商關閉銷售部門的消息比比皆是,但並非所有訊息都是負面的;這段期間在美國搜尋汽車相關資訊的次數以及經銷商網站的流量都是上升的;近期益普索全球調查也發現,在疫情逐漸趨緩的市場,新車潛在購買者之購買意願有增加的跡象。
 
In the wake of COVID-19, customers will be mindful of those that put their health and well-being at the forefront; successful automotive manufacturers and dealerships will seize this unexpected turn of events as an opportunity to engage more deeply, albeit differently, with their customers.
 
As COVID-19 began its spread, in many markets the mandated lockdowns have substantially disrupted automotive production and supply chains. Many dealerships elected to close their sales department. It’s not all bad news for auto industry. In the US, online automotive searches and dealer website traffic is up.