The path to delivering a digital-first customer experience
So, there is the why and the how behind going digital for automotive industry customer experiences. But perhaps all of this still seems somewhat hard to grasp. If that’s the case, we’re going to cover the three key steps to consider when developing a new customer experience.
1. Summarize the goal
At the beginning of your digital transformation, you’ll need to clarify your customers’ expectations. Whether you’ve gathered this information via web analysis, phone call reviews, or satisfaction surveys, lay out what your audience wants, then develop a new roadmap from their perspective.
2. Choose the right technology
Knowing exactly what your customers are looking for will make it simpler to determine your exact technical requirements. This will lead you to the best-fit choices for solutions and platforms, at which point you can build the infrastructure needed for a personalized experience.
3. Put your plan into action
With your shopping journey map laid out and technology chosen, it’s time to get building. Bring together all of the touchpoints and engagement processes to develop a single approach for your entire organization.
Overview of online buying journey
The customer journey on our website begins with browsing products whether that is model pages, a configurator of new cars, or stock locators showing available cars (online or used). Car purchases get the whole family involved and typically involve a great deal of research.
According to the latest industry research, more than 90% of customers check OEM websites during that process. Once the user finds what they want, we need to convey it into action. The more the company moves into digitalization and online sales, the closer they are to conducting the whole process online and creating a truly digital experience.
Websites with a stock locator, and buy online tools, support the client way further in their purchase journey than those with simplified limited content.
So, as the landscape of automotive customer expectations evolves, make sure that you are one of the businesses that makes the changes needed to remain competitive. Put the customer at the center of your buying journey and embrace the future!