Skip to content

What really matters in the automotive customer journey

There is a huge unmet potential lying in the details which really matter. To unlock this potential, one must guide the automotive employees on which customer touch points to prioritize.

Reading the Whitepaper, You’ll Learn:

  • Most automotive employees interact differently with customers — from country to country, from dealer to dealer and from employee to employee.

  • Not all processes are equally important

  • Dealers are not aware of exactly how each subprocess affects overall satisfaction and loyalty
What Really Matters Across The Automotive Journey copy

What really matters in the automotive customer journey

A new, comprehensive study has validated what we have learned through our many years of experience working with the leading automotive brands in the Nordics: most automotive employees interact differently with customers — from country to country, from dealer to dealer and from employee to employee.

They do so because they lack the knowledge about what really matters. They simply don’t know what to prioritize and what comes first. Despite having detailed and well-documented sales and service processes, dealers are not aware of exactly how each subprocess affects overall satisfaction and loyalty.