Factory CX requirements create compliance. They don't create loyalty.
We lose customers (quietly) at the exact time where they start being the most profitable for us. Simply because we do not deliver the experience to keep them. This webinar looks at where well-intentioned CX programmes quietly fail at the dealer level, and how to close the gap.
What the session will focus on:
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The handoff problem
CX standards define what the experience should feel like. They rarely define the operational triggers that make it happen consistently. Who contacts the customer, when, about what, and how. Without that, experience depends on the individual, not the system. -
The measurement lag
By the time a satisfaction survey flags a problem, the customer has already decided. NPS and CSI tell you what happened. They don't tell you what's about to happen, who is at risk of not returning. -
The commercial disconnect
Dealers experience CX investment as a compliance cost, not a revenue lever. Until the link between experience quality and actual customer return rate is visible at dealership level, CX stays a brand initiative rather than a business priority. -
How to close the gap
A consistency layer, an early warning layer, and a commercial alignment layer. Three levels that mirror the three problems and turn the brand promise from aspirational into operational.
“The previous systems that we used revealed relevant metrics, but didn't show how to improve those KPIs. What is remarkable about Autoflows CX is that it gives sales and service advisors personalised recommendations to improve their scores. You know what things you need to improve upon to move the needle. That's the biggest strength of the system."
Katherine Louise Westman
Director of Aftersales & Dealer Development
Audi Sweden
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