Driving Customer Loyalty Through The Total Experience Value Chain

How can automotive brands overcome industry-wide disruption to offer differentiated experiences that drive customer loyalty and fuel their bottom line? It all starts with an openness, curiosity and commitment to do something different tomorrow than you’re doing today. In this guide, the concept of the Total Experience Value Chain will be discussed, and OEMs and dealers will be encouraged to:

• View customer emotion differently – how customers feel about their experience with your brand can be as important as the actual vehicle you’re selling
• Listen in new ways to better understand your customer’s evolving needs and utilize that feedback to take meaningful action
• Integrate customer and employee insights into a holistic approach that elevates your brand and accelerates repurchase and profitability