The time to radically transform traditional
dealer CX and reap the benefits has come.
Customer service as we know it is
a thing of the past. The customer
now controls how and when they
interact with brands, which can
put brands in a difficult situation.
Customers expect their buying
experience to be personalized and
to move quickly. This is especially
the case with dealerships. But, with
the right Customer Experience (CX),
dealers can draw customers in, learn
as much as they can about those
customers with the right approach,
and use insights to retain them.
Forrester defines CX as how
customers perceive their interactions
with your company. Positive
customer experiences, according to
Forrester
1
, consist of three things
from the customer's perspective:
that the experience is useful, usable,
and enjoyable. Customers value
great CX, and their buying behavior
reflects that. The time to radically
transform traditional dealer CX and
reap the benefits has come. These
ten steps will help you do just that.
1
"Customer Experience Defined," Forrester
