Shift to Experience-First
Realise the game-changing agility needed to win the hearts of automotive consumers and grow your revenues.
Realise the game-changing agility needed to win the hearts of automotive consumers and grow your revenues.
Consumers expect more from automotive retailers and OEMs when it comes to convenience, responsiveness and interaction. As a result, they disengage faster and quickly move-on to the next-best option when their needs aren’t met.
47% of customers think about changing their automotive brand after a company fails to deliver a relevant customer experience. Accenture, 2021.
With more touchpoints to manage and greater expectations, the barriers to success are higher than ever.
It’s what we’re calling the relevancy crisis
of consumers said they will pay more for a good customer experience.
Source: Forbes 2021
Retailers and OEMs no longer control the car ownership process.
Today, consumers are in charge. And, if you don’t deliver the experiences they’re looking for, they’ll find faster, better, more convenient interactions elsewhere.
To stop consumers jumping ship, you must continually adapt to their needs while offering useful, personalised products and services. Using data to understand their preferences helps you provide the supportive, end-to-end experience they crave.
of consumers say they only engage with personalised messaging.
Source: Affinitiv, 2022
would buy a car from the dealer who offers the best experience, regardless of price.
Source: AM online, 2022
Staying relevant is undermined by fragmented solutions and rigid integrations. They trap valuable data in silos, creating friction and inefficiencies that prevent you from seeing a 360-degree consumer view.
This makes it harder to adapt – let alone innovate. The growth and margin winners will be those perfecting the consumer experience. This is the relevancy imperative, and it requires shifting to a new way of doing business: Experience-First.
of customers would like automotive retailers to enhance their digital tools.
Source: Capital One, 2023
say they will want to use the same retailer for future purchases if they have a positive experience.
Source: Capital One, 2023
Delivering distinctive experiences across the entire consumer lifecycle is critical to cultivating enduring loyalty.As the largest global automotive technology company, we bring the unparalleled industry expertise and best practices required to help automotive retailers and OEMs like you to successfully achieve Experience-First.
Our Experience-First platform gives you the ability to transform every touchpoint into an opportunity to delight customers and cultivate enduring loyalty.
How?
By providing experiences that are:
From first contact to their next car purchase, impress customers at every touchpoint with unique experiences – both physical and digital.
Elevate performance and operational agility by digitising processes and adopting new models that make it easy for your teams to work effectively.
Build on your DMS foundation and unleash the power of connected data to shape experiences that meet consumer preferences.
Benefit from a continuous 360-degree consumer view using our Active Data Core, which delivers fresh, actionable insights.
Harness a growing ecosystem of preferred partners with our open APIs.
