David Morton, Sales & Solutions Director at ArvatoConnect, spoke to AM Online about how agency models are turning traditional vehicle purchasing models on their head – and with it, demanding new thought to the customer experience.
Gone are the days where the dealership was the first, and only, touchpoint for a driver in the market. Today, OEMs are increasingly moving to an ‘agency model’ where they sell direct to drivers and use their dealer partners to provide elements like delivery and servicing.
Customer experience has a central role to play in helping dealers and manufacturers make this a success and stand out from their competitors. How can brands deliver the service that today’s drivers expect – and that will keep them coming back for more?
David also explains that brands having a 360-degree of the customer and being able to use this to personalise the experience will be key:
Dealers and manufacturers that can get their CX element right will be best positioned for success. You can read more of our insights into the future of the automotive CX landscape here, and read David’s full article for AM Online here.