Four customer service strategies for survival in the era of the connected car
Our experts have pulled together four key strategies that OEMs can implement to adapt to digitalisation and deliver an outstanding customer experience that builds loyalty and creates value for the consumer. These are:
- Turning data into value - The potential global revenues from monetising car data could reach $450bn-$750bn by 2030 (McKinsey 2016)
- Optimising the purchase journey - The future of car sales is online. OEMs need to provide a seamless digital experience from initial research through to aftersales
- Building partnerships and collaborating - The OEMs with the strongest partner network will be best positioned to lead the race
- Creating loyalty by providing next-generation customer service - Companies will win or lose based on the level of customer experience they can provide
Also, readers will learn more about how megatrends such as electric vehicles, autonomous vehicles and Mobility-as-a-Service will fundamentally change the industry and why manufacturers are in the driving seat when generating additional sales potentials – for driving-related services as well as for non-driving services.