Kimoby acquires ACE Marktplace. Read the press release.

The New Era of Customer Experience

By Avi Kishundat

28 Aug 2020

During this time of COVID-19, automotive businesses must adapt to provide a positive experience to customers. It hasn’t taken long for this pandemic to overwhelm livelihoods and lives all across the world. This has also forced all industries to rethink their protocols for customer care including satisfaction metrics and customer journeys.

The interaction that a customer has with a business can set off an immediate effect in regards to loyalty and trust. This is especially true during times of crisis. Millions of people are in isolation while others have lost their jobs. The customer experience should now be based on service and delivery experiences that are coupled with concern, care and empathy.

Customer behaviour has changed as a result of COVID-19, and companies, including dealerships, must shift their practices as well. Now, more than ever, it’s important to investigate and isolate consumer preferences, which continue to change, and to redefine customer journeys within a new context. This is what will determine success in this new era of customer experience, and the companies that are implementing customer-forward changes will see the best results.

Customer Care

During these times, customers are looking for businesses that genuinely care about them and offer great support. For example, Ford has put together a campaign with specific initiatives that include credit support and payment relief. These are the things that customers will appreciate in the short-term and remember in the long term. This is one of the best ways to build positive relationships with consumers and its benefits will outlive the COVID-19 crisis.

Customer Connections

People are looking for support, guidance and information to help them through these challenges. It’s an overwhelming time for many and providing helpful information goes a long way in establishing trust. Many customers make a conscious decision to buy from brands that are socially responsible, and this is even more true now than ever before. Find a way to connect with customers in your area in order to provide the best customer experience possible.

Caring for Employees

When a crisis occurs, the first thought should be about the employees. When you show your employees that you care about them, it will also increase your customer base. Many people are concerned about the loss of a job or an income and wonder how they will pay their bills. Show your employees that you care by offering some form of stability if at all possible.

Provide Digital Options

With more and more people turning to the Internet at home to work or shop, digital delivery is now crucial. Even the customers that are the most resistant to digital change are accepting it as a part of life right now. In the automotive industry, digital functionalities are key in terms of ensuring that services can continue.

At ACE Marktplace, we have a suite of delivery tools that can transform a regular sales cycle into a solid, recurring relationship with a customer. We offer dealer groups, dealers and OEMs the chance to engage actively along the customer’s journey, while at the same time strengthening customer satisfaction and retail performance. Find out what we can do for your business during this new era of customer experience by visiting our website now at