Most automotive brands acknowledge that the customer experience (CX) is a key driver for sustaining loyalty in a rapidly transforming automotive market, where the opportunity to compete on horsepower and exploit first-mover advantages by hitting technological sweet spots is ever decreasing.
This shifts the battlefield to how you treat your customers, putting pressure on the dealers to deliver top CX ratings every single time. Through many years working with an extensive range of prestigious automotive brands and through continuous feedback from dealers, we have learned that as we demand higher CX goals in the sales and service processes, the main pain-point in reaching these targets is the lack of specific and personal guidance on what to improve and how to do it.
ag analytics provides precise information – not generic action plans – on what to improve, setting you up to reach and surpass your CX goals.
Before we only focused on the overall score and could not perform according to factory requirements. Now we work with a platform that keeps us notified with specific actions about what to improve, so we can meet our goals.
We have partnered up with ag analytics to make sure we take more ownership into the process. CEM is more than a score and we need to guide the dealers with analytics and insights on how to deliver 5 star experiences every single time.
We have ambitious CEM goals in the sales and service process, to make sure we utilize the full customer potential. ag analytics has helped us with designing a CEM program that includes data driven action plans and guided recommendations to the employees to make sure we meet our goals and deliver top ratings every single time.
Delivering best in class customer experiences every single time is an integrated way of how we think and work. We measure the concrete sales and service processes, that is the foundation for how we work with our customers. Measuring exactly how you interact with your customers, makes it very concrete for sales and service personal to improve and strive for top ratings every single time.
We have worked with ag analytics since 2011 and our cooperation has delivered results, which is vital for our business. Delivering top ratings every single time is a core value throughout the group.