Four customer service strategies for survival in the era of the connected car
The automotive industry is going through what is arguably the greatest period of transformation since it was formed at the end of the 19th century. There is no doubt the evolution towards electric vehicles (EV), autonomous vehicles (AVs) and mobility-as-a-service (MaaS) will fundamentally change the way customers experience mobility in the future.
Manufacturers, technology companies and mobility providers are already beginning to jockey for position in order to seize the opportunities presented by these evolving models of mobility. Original equipment manufacturers (OEMs) are well placed to remain at the centre of the industry, selling directly to the customer (either online or through a dealer network) and using in-car connectivity and data management to provide high-value ancillary services and own the relationship with the driver. But the time to act is now. Those that don’t risk being left behind.
Learning from our experience of working with over 20 car manufacturers globally across their customer journey, we've pulled together four key strategies that manufacturers can implement to adapt to digitalisation and deliver an outstanding customer experience that builds loyalty and creates value for the consumer.
- Turning data into value - The potential global revenues from monetising car data
could reach $450bn-$750bn by 2030 (McKinsey 2016)
- Optimising the purchase journey - The future of car sales is online. OEMs need to provide a seamless digital experience from initial research through to aftersales
- Building partnerships and collaborating - The OEMs with the strongest partner network will be best positioned to lead the race
- Creating loyalty by providing next-generation customer service - Companies will win or lose based on the level of customer experience they can provide
Readers will also learn about the megatrends disrupting the industry, why manufacturers are in the driving seat of the changes and the potential revenue streams for OEMs (both in driving and non-driving related services).