THE AUTOMOTIVE CUSTOMER JOURNEY

Silo experiences are jeopardizing customer retention

Breaking them down will mitigate the effects of the automotive transformation

  • Relationship-based: Have you ever been forced to return to the workshop because the work was not done correctly the first time?
Only knowing the transaction-based repeat repair rate, you miss the full picture.
Each touchpoint obtains high satisfaction, but across the journey the share of dissatisfied accumulates causing brand devaluation.

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