Alida

JUNE 30, 2017

At the 13 th annual Automotive CX Summit, executives from OEMs, dealers, and finance providers shared their perspective on how the industry can work together to meaningfully transform the vehicle buying and ownership experience for the better. Tap into authentic customer relationships to solve key business challenges.

Automotive 138

Automotive 2025 Customer Relationships 2017 138

Experience Investigators by 360Connext

MARCH 16, 2015

Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. We’ll be laying it all out on the table and breaking out our magical magnifying glass to find out what the latest tech will really mean for customer experience. Free webinar this Thursday.

Events 223

Events Customer Experience Webinar Telecommunications 223

Experience Investigators by 360Connext

FEBRUARY 18, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. appeared first on Customer Experience Consulting.

Innovation 259

Innovation Feedback Automotive Social Media 259

InMoment XI

DECEMBER 10, 2024

Businesses that actively use customer feedback for improvements experience a 10% increase in retention rates. Use surveys and social media monitoring to capture insights into customer experiences. Identify Your Target Audience You can build the best product with high-quality customer support behind it.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

APRIL 22, 2015

Automotive Industry Readers: For this week’s post I would like to introduce you to my colleague Dr. Dave Fish. Not only is Dave a first-class researcher but he is a preeminent forward thinker in the area of customer experience. He also headed up our auto practice a few years ago so he has a great. View Article.

Automotive 150

Automotive Article Customer Experience Customers 150

InMoment XI

NOVEMBER 18, 2014

Last week Sonic Automotive, the fourth largest dealership group in the US launched EchoPark, a new automotive experience focused on selling pre-owned vehicles. In a world where pretty much every company is striving to differentiate on the customer experience, Sonic is a shining example of how to.

Automotive 186

Automotive Article Marketing Customer Experience 186

InMoment XI

APRIL 22, 2015

Automotive Industry Readers: For this week’s post I would like to introduce you to my colleague Dr. Dave Fish. Not only is Dave a first-class researcher but he is a preeminent forward thinker in the area of customer experience. He also headed up our auto practice a few years ago so he has a great. View Article

Automotive 150

Automotive Article Customer Experience Customers 150

InMoment XI

DECEMBER 13, 2021

With the help of our industry-leading data and research science capabilities, we’re able to help brands go beyond collecting data to reveal actionable intelligence that leads to Experience Improvement (XI).

Marketing 370

Marketing Automotive Hospitality Social Media 370

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

DECEMBER 5, 2024

Financial Services Reputation Benchmarks 2024 InMoment’s 2024 Financial Services Online Reputation Benchmarks Report provides a top-level view of the state of reviews today for the financial service industry — and how these reviews reflect the experiences financial services consumers want to have. Thank you Your download will begin shortly.

Management 195

Management 2024 Financial Social Media 195

InMoment XI

OCTOBER 29, 2024

To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

OCTOBER 17, 2024

Clear and specific questions are easier for customers to understand and answer, which helps reduce fatigue and improve response rates. They help collect actionable feedback to guide customer experience strategy. High-quality questions with a clear purpose behind them can capture actionable insights from customers.

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

OCTOBER 4, 2024

Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? To grasp customer experience management, it’s essential to first understand customer experience itself.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

InMoment XI

NOVEMBER 18, 2014

Last week Sonic Automotive, the fourth largest dealership group in the US launched EchoPark, a new automotive experience focused on selling pre-owned vehicles. In a world where pretty much every company is striving to differentiate on the customer experience, Sonic is a shining example of how to.

Automotive 150

Automotive Article Marketing Customer Experience 150

InMoment XI

NOVEMBER 16, 2021

For instance, in the earlier days of automotive CX research most companies only surveyed warranty-service customers. They didn’t survey customers that went to a dealership and paid for the repair/service themselves (customer-pay events). The reason was simply a system issue.

Automotive 370

Automotive Hotels Social Media Events 370

InMoment XI

OCTOBER 25, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. It’s important to deliver a consistently positive customer experience across all touchpoints.

Feedback 195

Feedback Management Social Media 2024 195

InMoment XI

NOVEMBER 18, 2014

Last week Sonic Automotive, the fourth largest dealership group in the US launched EchoPark, a new automotive experience focused on selling pre-owned vehicles. In a world where pretty much every company is striving to differentiate on the customer experience, Sonic is a shining example of how to.

Automotive 150

Automotive Article Marketing Customer Experience 150

InMoment XI

NOVEMBER 13, 2024

With insights into customer behavior, you can act faster and smarter than competitors. With effective customer experience management , you can re-engage customers who might otherwise be lost to your competition. A good example of the importance of reducing customer churn comes from nib New Zealand.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

Feedbackly

NOVEMBER 1, 2021

If you are engaged in the automotive industry and are looking for resources that would help you optimize the customer experience in your business,

Automotive 98

Automotive Feedback Engagement Customer Experience 98

TechSee

JANUARY 11, 2021

Visual Assistance is an emerging technology that allows automotive original equipment manufacturers (OEMs) to visually guide and collaborate with owners, dealers and team members. Automobile OEMs can use visual assistance to deliver improved experiences to their owners and dealers. Web-based or app-based?

Automotive 109

Automotive Brands Competitive Advantage Contact Center 109

CX University

SEPTEMBER 7, 2023

To view it please enter your password below: Password: The post Protected: CX UNIVERSITY DRIVING CUSTOMER EXPERIENCE INTO THE AUTOMOTIVE INDUSTRY appeared first on CX University. This content is password protected.

Automotive 97

Automotive Customer Experience Customers 97

InMoment XI

OCTOBER 7, 2015

As North American manufacturers look at ways to incorporate it in their strategies, a company like BlaBlaCar is perhaps one to look at in the evolving automotive customer experience. Ride sharing is much more developed in Europe. Until next time. christravell.

Automotive 150

Automotive Customer Experience Customers 150

InMoment XI

FEBRUARY 10, 2015

Marti Eulberg, a Director at Sonic Automotive, is passionate about the car buying experience and it shows. Sonic, the 4th largest dealer group in the US, set out to re-define the vehicle buying experience. Marti spoke at our MaritzCX Automotive. View Article.

Automotive 150

Automotive Customer Experience Article Customers 150

InMoment XI

OCTOBER 7, 2015

As North American manufacturers look at ways to incorporate it in their strategies, a company like BlaBlaCar is perhaps one to look at in the evolving automotive customer experience. Ride sharing is much more developed in Europe. Until next time. christravell

Automotive 150

Automotive Customer Experience Customers 150

InMoment XI

OCTOBER 31, 2024

Call center metrics provide insight into the customer experience and quantify agent productivity. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. What Are Important Call Center Metrics to Measure?

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

FEBRUARY 10, 2015

Marti Eulberg, a Director at Sonic Automotive, is passionate about the car buying experience and it shows. Sonic, the 4th largest dealer group in the US, set out to re-define the vehicle buying experience. Marti spoke at our MaritzCX Automotive. View Article

Automotive 150

Automotive Customer Experience Article Customers 150

InMoment XI

OCTOBER 7, 2015

As North American manufacturers look at ways to incorporate it in their strategies, a company like BlaBlaCar is perhaps one to look at in the evolving automotive customer experience. Ride sharing is much more developed in Europe. Until next time. christravell

Automotive 150

Automotive Customer Experience Customers 150

InMoment XI

FEBRUARY 10, 2015

Marti Eulberg, a Director at Sonic Automotive, is passionate about the car buying experience and it shows. Sonic, the 4th largest dealer group in the US, set out to re-define the vehicle buying experience. Marti spoke at our MaritzCX Automotive. View Article

Automotive 150

Automotive Customer Experience Article Customers 150

BlueOcean

MARCH 24, 2025

Your customer care partner is going to focus their time and resources on meeting these targets. What Happens When KPIs Are Lost in Translation Heres a true story: We had a client in the luxury automotive space. We were supporting their customers in the North American theatre of their global operation.

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

InMoment XI

NOVEMBER 25, 2015

Despite heavy investment in R&D, many brands are producing similar products and finding that customer interaction may be the next frontier of business advantage. In the following presentation, I share data from a MaritzCX study of automotive manufacturers in which we discovered. View Article.

Automotive 150

Automotive Customer Experience ROI Presentation 150

Customer Bliss

JULY 12, 2016

In this episode, I’m talking with Dave Mingle, the General Director of Global Customer Experience Execution and Planning for General Motors. First, they needed to evaluate and establish the need for embedding customer experience. General Motors gets 100,000s of customer feedback points — surveys, etc.

Customer Experience 0

Customer Experience Retail Customer Journey Mapping Automotive 0

BirdEye

MAY 4, 2022

As a business in the automotive industry, reviews are essential for your online reputation. Our recent study of online reviews in 2021 found that DealerRater was the next most significant review site in the automotive industry, making up most of the reviews collected on niche sites in the industry. How does DealerRater work?

Automotive 105

Automotive 2022 2002 2021 105

InMoment XI

MAY 18, 2023

The New Vehicle Customer Study, eNVy Awards, recognize 2022 model year vehicles consumer rated on comfort, quality, performance, safety, and ownership cost.The study data is used by global automotive companies and automotive suppliers. Clair , our syndicated research lead. Want Access to the eNVy Award Study? Visit Shawn St.

2022 195

2022 Automotive 2023 Sports 195

SurveySparrow

SEPTEMBER 5, 2023

Have you ever wondered what makes some automotive brands stand out from the rest? Why do customers choose one brand over another? The answer lies in the way customers are treated throughout their journey with a brand—this is what we call the automotive customer experience.

Automotive 52

Automotive Customer Experience Touchpoint Multi-Channel 52

InMoment XI

JANUARY 27, 2015

The Automotive News World Congress is held just prior to the NAIAS (Detroit Autoshow) and if you have a chance, you really need to go. Great conference. Industry executives spoke very candidly about the state of their business and what they foresee for the industry in 2015 and beyond.

Automotive 150

Automotive 2015 Customer Experience Article 150

InMoment XI

NOVEMBER 25, 2015

Despite heavy investment in R&D, many brands are producing similar products and finding that customer interaction may be the next frontier of business advantage. In the following presentation, I share data from a MaritzCX study of automotive manufacturers in which we discovered. View Article

Automotive 150

Automotive Customer Experience ROI Presentation 150

InMoment XI

JANUARY 18, 2015

Despite heavy investment in R&D, many brands are producing similar products and finding that customer interaction may be the next frontier of business advantage. In the following presentation, I share data from a MaritzCX study of automotive manufacturers in which we discovered. View Article

Automotive 150

Automotive Customer Experience ROI Presentation 150