Paving The Way for Improved Customer ExperienceBack
Customer service can make or break a company, especially in the much-changed competitive luxury automotive market. Today, there are so many high-end vehicle options that lagging in just one area encourages consumers to shop elsewhere.
This client was struggling with a reputation for poor customer service in its dealerships. Customers were made to feel as if they should be grateful for the mere privilege of buying a luxury car, not only at the time of sale, but more importantly, in the service drive after the vehicle was purchased.
To remedy this situation, the client sought to determine current customer satisfaction levels and specific areas for improvement, at the dealer level.