With competition rife and sales continuing to suffer due to the failing economy, offering an exceptional customer experience has never been more important for the Automotive Industry. Rapide, the Moments of Truth™ Company, has just released its latest thought leadership paper which offers top customer experience tips for professionals in the industry.
According to the words of the late, great Henry Ford “A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.”
Drawing on Fords’ wisdom, industry stats, and Rapide’s 12 years of experience of working with high profile clients such as Jaguar Land Rover, Honda and Volkswagen, the advice reveals eight simple steps to delivering exceptional customer experiences.
1. Don’t be satisfied with simply meeting expectations, aim to exceed them
2. Let the customer drive the communication agenda
3. Take your employees with you
4. Remember a customer’s journey is a marathon not a sprint
5. Proactively gather customer feedback
6. Act upon actionable insight
7. Mobilise your advocates through mobile and social
8. Look beyond the automotive industry for inspiration
Nigel Shanahan, Managing Director of Rapide commented:
“Each time a customer interacts with a brand, they have a unique experience. What a company does at these ‘moments’ can dictate the future success of a business. These interactions should become the key focus not just for the Automotive Industry but for every CEO on the planet.”.
All the tips, research and examples are available in Rapide’s exclusive thought leadership paper available at http://www.rantandrave.com/assets/Uploads/Thought-Leadership/How-to-drive-service-consistency-in-the-automotive-industry.pdf
More about Rapide – the Moments of Truth Company
Rapide turns moments of truth into moments of opportunity. Its award-winning, multi-channel technology platform Rant & Rave provides real-time customer communications and feedback solutions to half the FTSE 350. Its solutions let companies talk to their customers at the moments that matter, and then uses sophisticated text analytics to interpret customer sentiment and provide actionable insight. Industry leaders choose Rapide to save money, drive revenue and to develop profitable relationships that last.
Quick stats:
· Worked with 1/2 the FTSE 350 since 2000
· Manage and measure more than 60 million interactions per year
· Have helped their clients increase their revenue by millions £
· Their customer feedback solution Rant & Rave achieves up to 90% response rates
· Have won numerous awards for their technology and clients
Rapide working in the Automotive Sector:
In the highly competitive automotive Industry we know that a consistent level of service delivery is vital. For over 12 years automotive giants such as Jaguar Land Rover, Honda and Volkswagen Financial Services have been relying on our solutions to interact with their customers at key moments of truth.