CUSTOMER INSIGHTS IN AUTOMOTIVE
The article „Customer Insights in Automotive Industry” shows the different types of customers that the car manufactures deal with as well as the connection between customer experience, customer satisfaction and customer service. All concepts mentioned above bring a specific contribution in makin...
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| Main Author: | |
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| Format: | Article |
| Language: | English |
| Published: |
Universitaria Press Craiova
2019-05-01
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| Series: | Management & Marketing |
| Subjects: | |
| Online Access: | http://mnmk.ro/en/documents/2019_1/4-5-1-19.pdf |
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| Summary: | The article „Customer Insights in Automotive Industry” shows the different
types of customers that the car manufactures deal with as well as the
connection between customer experience, customer satisfaction and
customer service. All concepts mentioned above bring a specific contribution
in making the customer happy and persuading him/her to come back to the
brand – customer retention and above all customer loyalty. Customer is the
main focus nowadays for the car industry. The challenges of the paper are to
find an overall solution to fit to all types of customers. At the same time the
article shows that the first experience that the customer has with the brand is
crucial and it will influence the customer through the entire customer journey.
The main results are that there is no one way of handling customer and that
every customer is individual and must be treated accordingly in order to fulfil
his/her expectations. What I like you don’t like and the other way around, this
is the reason why manufactures need to develop different programs to coach
people in the dealership to know how to recognize the different types of the
customers as well as to know how to handle them. |
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| ISSN: | 1841-2416 |