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Changing The Service Customers ’ Experience

Changing The Service Customers ’ Experience. Chris Ice Vice President Xtime, Inc. Agenda. Where We Are Today Disruptive Innovation Rising Customer Expectations When Experience Matters Value, Convenience, Trust Engagement What You Can Do Now Q&A. Innovation is Disruptive.

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Changing The Service Customers ’ Experience

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  1. ChangingThe Service Customers’Experience Chris Ice Vice President Xtime, Inc.

  2. Agenda • Where We Are Today • Disruptive Innovation • Rising Customer Expectations • When Experience Matters • Value, Convenience, Trust • Engagement • What You Can Do Now • Q&A

  3. Innovation is Disruptive

  4. Consumer Expectations are Changing

  5. Expectations Will Change Dealership Experience • Dealership experience must change and become as good or better than consumers’ in-car experience

  6. Voice of the Customer “We want to service at the dealership - you built the car, so you should be best qualified to work on it. Yet you give us every reason not to come to you.” “My time is valuable. It’s difficult to call and schedule during dealership hours.” “I didn’t know that the online stuff existed. Had I known, I would have used it.”

  7. Voice of the Manufacturer “In the US, independents have access to the same tools, parts, and in some cases training as the dealerships. We must differentiate another way. Efficiency, customer service and customer experience are key.” “Service isn’t fun. When you’re done, you won’t get any better gas mileage, higher performance, or resale value. You’ll be out a few hundred bucks; maybe the car will be clean. We must be mindful of the customer’s time, and address their primary need first and foremost. Make it convenient and painless to do business with us, and they will come back.”

  8. When The Customer Experience Matters (hint: all of it!) Vehicle Sale Warranty->CP Transition Defection? Repurchase (hopefully) Residual Value

  9. What Customers Value – In Varying Degrees • On-time performance • Fixed the first time • Clear, personal explanations of what is needed, and why • Price Transparency • Knowledgeable and courteous staff • Convenient hours (weekends, after work) and access to booking • Flexible transportation options - loaner, shuttle, rental, valet Know what your customers want in their service experience

  10. Customer Experience is Key to Retention Not all customers have the same definition of a positive experience However, all customers do care about Value, Convenience and Trust

  11. Value – Not Just Price • Price Transparency does not mean lowest price - it’s about making informed decisions. • Lowest-price customers are not long term customers. • Pain relief (cheapest and fastest) vs. pain prevention (“trusted advisor”) Dealers have significant advantage over aftermarket in the backing of the Brand. Leverage the h*ll out of it.

  12. Value Example – Hyundai, Toyota, BMW

  13. Customer Experience is Key to Retention Not all customers have the same definition of a positive experience However, all customers do care about Value, Convenience and Trust

  14. Convenience • Online Scheduling • Available when and where the consumers need it • Mobile scheduling • Notifications by text and email • Online Bill Payment – skip the line! • Call Center Scheduling • Never miss a call • Skilled in handling customers • Specialized tools, integrated with CRM • Dealership Scheduling • Free up the advisor • Empower underutilized staff – may have better customer skills

  15. Customer Experience is Key to Retention Not all customers have the same definition of a positive experience However, all customers do care about Value, Convenience and Trust

  16. Trust • Customer Trust comes from demonstrating Intimacy, Credibility, Reliability and Self Interest • Intimacy - know me, know my vehicle • Credibility - brand image and affiliation • Reliability - meet your performance commitments • Self Interest - price transparency

  17. To Sum Up • Experience Matters • In vehicle, in dealer, online • Experience is a personal thing • Spend time thinking about what’s important to your customers • Focus on value, convenience, and trust • Research proves these factors matter most • Customers want to work with us • Make it convenient and painless, and they will come back

  18. Tools Available • Manufacturers’ programs generate positive experiences: • National Service Reminder Programs • Online scheduling (desktop and mobile) • Loyalty Programs • Telematics -demand generation, booking, apps • Service drive of the future • Factory menus • Dealership tools generate positive experiences: • Maintenance Menus (online with price disclosed up-front) • Service Write-up Tools (i.e. Tablet check-in) • Electronic Multi-Point Inspections • Brand standards in all mediums • Robust scheduling and shop management

  19. Thank You ChangingThe Service Customers’Experience Chris Ice Vice President Xtime, Inc. chris.ice@xtime.com

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