With decreasing brand loyalty in the automotive industry, customer loyalty becomes more and more relevant for all competitors. It is more important than ever to keep up with the competitive market. Achieve and maintain leadership in customer ratings of your service in collaboration with maix analytics.
For many years, the importance of maintenance service as opposed to new car sales has increased among automotive dealers. Therefore the dealers’ revenue increasingly depends on (re)gaining customers for service, repair and maintenance. To retain customers, dealers must meet their expectations at every single visit.
maix analytics provides an application that allows your dealers to track, measure and follow up on the customer experience. With this continuous focus on each individual visit, a french car manufacture was able to achieve and secure market leadership in the automotive aftermarket.
A strong focus on the individual customer experience at each visit will give your brand a unique position in the after-sales market. The Customer Satisfaction Index (CSI), based on statistically reliable customer surveys, transparently and unadulteratedly reflects the journey of your customers and the success of your investments. The goal is for customers to leave your workshops as ambassadors: as customers who are not only highly satisfied with the service, but will also come back for future repair and maintenance work and who recommend your company to friends and acquaintances.
maix analytics offers a solution that gives your brand a decisive advantage in the following parameters:
- Customer retention to maximize revenue: By focusing on customer loyalty to your brand in the after-sales market, your dealers create a source of future revenue. It’s important to keep your customers in a cycle – from purchase to repeated workshop visits to new car purchase.
- Maintaining the price level: Your customers have specific expectations when choosing your brand and these expectations must be met to match the price level.
- Differentiation as a trademark: Differentiation offers the opportunity for customers to experience unique service as added value. The delivery of an extraordinary customer experience is a key differentiator!
- Efficient and optimal use of resources: By ensuring that existing customers are satisfied, you reduce the resource-intensive battle of recruiting new customers. If you did not provide the right customer experience, you would need to invest significantly more resources in improving customer satisfaction and loyalty.
Contact:
Dr. Ralf Zacharias: ralf.zacharias@maix.de