英文提升客户体验：汽车行业销售增长新动力.pptx

下载文档

0
0
约13.97万字
约 90页
2024-12-20 发布于四川
举报
版权申诉
保障服务

英文提升客户体验：汽车行业销售增长新动力.pptx

1、本文档共90页，可阅读全部内容。
2、原创力文档（book118）网站文档一经付费（服务费），不意味着购买了该文档的版权，仅供个人/单位学习、研究之用，不得用于商业用途，未经授权，严禁复制、发行、汇编、翻译或者网络传播等，侵权必究。
3、本站所有内容均由合作方或网友上传，本站不对文档的完整性、权威性及其观点立场正确性做任何保证或承诺！文档内容仅供研究参考，付费前请自行鉴别。如您付费，意味着您自己接受本站规则且自行承担风险，本站不退款、不进行额外附加服务；查看《如何避免下载的几个坑》。如果您已付费下载过本站文档，您可以点击这里二次下载。
4、如文档侵犯商业秘密、侵犯著作权、侵犯人身权等，请点击“版权申诉”（推荐），也可以打举报电话：400-050-0827(电话支持时间：9:00-18:30)。

JoiningtheraceAutomotive’sdrivetocatchupwithcustomerexperienceRESEARCHINSTITUTE#GetTheFutureYouWant

TableofcontentsWhatisautomotivecustomerexperience?10OrganizationsfacesignificantchallengesinbridgingthegapbetweenCXexpectationsandrealityExecutivesummary08Comparedwithotherindustries,automotiveoffersasubstandardCXThehassle-freeexperiencethatconsumersseekisstilloutofreachWhoshouldreadthisreportandwhy?Joiningtherace:Automotive’sdrivetocatchupwithcustomerexperience340424CapgeminiResearchInstitute202492

AutomotivebrandsstandtolosecustomersiftheyfailtoelevateCX56Recommendations:HowindustryleaderscanelevateautomotiveCXConclusion73Joiningtherace:Automotive’sdrivetocatchupwithcustomerexperienceResearchmethodology5070CapgeminiResearchInstitute20243

Comparedwithotherindustries,automotiveoffersasubstandardcustomerexperience(CX):?Automanufacturersareranked9thanddealers11thforCXamong13majorconsumerindustries.?Mobility-as-a-service(MaaS)isranked4th,indicatinggreatersatisfactionwiththeoverallexperienceofusingvehiclescomparedtoowningthem.?Highstandardssetbyotherindustriesareraisingco∩sumeΓexpectatio∩s.Co∩sumeΓsaΓemostsatis?edwiththeexperiencesprovidedbyonline(52%)andphysical(58%)retailers.?CustomersgiveautomotivebrandsanaverageNetPromoterScore?(NPS?)1of2,whileexecutivesestimatethisat14.?Thisissi9∩i?ca∩tlyloweΓtha∩otheΓco∩sumeΓ-facingindustries,suchasretail(61)ande-commerce(62),highlightingongoingchallengesindeliveringtop-tierCX.?Vehicle/mobilityservicesusers(whodon’towntheirvehicles)aΓe9e∩eΓallymoΓesatis?edwiththeoveΓallexperiencethanarevehicleowners.9th Automanufacturersareranked9thforCXamong13majorconsumerindustriesNote:NetPromoter?,NPS?,NPSPrism