Restart the customer experience From Accenture Report

The following is the Restart the customer experience From Accenture Report recommended by recordtrend.com. And this article belongs to the classification: accenture , Automobile industry, network marketing.

Accenture released a new report “restart the customer experience”. Automobile manufacturers must strengthen the relationship with dealers to improve customer experience, promote sales and improve consumer loyalty.

Automobile manufacturers usually provide decentralized brand experience, and consumer participation and satisfaction are low, especially in the post purchase stage. The challenge for carmakers is to provide consumers with the same relaxed and personalized experience as other industries. This is particularly important because 47% of customers change their car brand after failing to obtain the relevant customer experience.

In addition to the vehicle itself, drivers now consider several other factors that are critical to a positive customer experience, including: the coverage of the dealer / workshop / repair shop network; Professional knowledge of employees; Data privacy and protection; And sustainability and responsibility. The disconnection between consumer concerns and repair and maintenance puts the sales model of the industry at risk.

Accenture suggests that automobile manufacturers should take four actions to rebuild and consolidate the relationship with dealers:

Regain the trust of dealers. In the foreseeable future, dealers are likely to remain the pillar of automobile sales and after-sales. Automobile manufacturers should take a more organized approach to change their relationship with dealers and obtain their understanding and support through more collaborative and transparent communication and cooperation.

Define the future role of the dealer. Automobile manufacturers should cooperate with dealers to find the preferred sales model and build a new model according to the advantages of dealers.

Establish a win-win relationship where 1 + 1 is greater than 2. OEMs and distributors should bear certain risks and develop independent solutions. Once the relationship is consolidated, they should focus on budget, scope, data and system integration and work together to build a data pool.

Create flexibility in implementation. Automakers should avoid imposing processes and standards on dealers or replacing outdated processes with equally inefficient new processes.

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