Picking up a new car is magical. The new car smell. The technology. The enhanced performance. Brands and dealers that place an increased emphasis on the delivery (and do it well) increase the chances of a higher rating on their CX surveys. And when you think about it, it makes sense. It’s the last impression a customer has before they drive home and share their experience–hopefully positive–that they had at the dealership.
However, the bloom is still on the rose when the customer picks....