Modern Marketing Today
  • About
  • B2B
  • B2G
  • B2C
Subscribe
No Result
View All Result
  • Digital Transformation
  • Customer Journey
  • The Experts
  • Martech Innovation
  • Events
    • Dreamforce 2019
    • 2019 Sitecore Symposium
    • Modern Customer Experience
  • Resources
Modern Marketing Today
  • Digital Transformation
  • Customer Journey
  • The Experts
  • Martech Innovation
  • Events
    • Dreamforce 2019
    • 2019 Sitecore Symposium
    • Modern Customer Experience
  • Resources
No Result
View All Result
Modern Marketing Today
No Result
View All Result
Home B2C

Maintaining Customer Centricity as Market Trends Shift

by Kelsey Winick
November 17, 2021
in B2C, The Experts
Reading Time: 4 mins read
A A
Maintaining Customer Centricity
Share on FacebookShare on Twitter

Amidst all the changes in the world brands have had a hard time maintaining customer-centricity. But placing the customer at the heart of everything is essential if brands are to be successful. In this article, previously published on Retail Technology Insider, Kelsey Winick explores how the automotive industry is focusing on customer centricity as market trends shift. Read on to learn more, and don’t forget to download the eBook to have a valuable resource at your fingertips.

The automotive industry is changing as a result of the COVID-19 pandemic. As customer priorities shift, so too must car dealerships and Original Equipment Manufacturers (OEMs) if they want to build brand loyalty and sustain customer relationships. By placing the customer at the heart of everything, dealerships and OEMs can strengthen their strategies for the customer experience and maintain customer-centricity in their marketing plans.

Download the eBook

A personalized experience is the foundation for customer engagement success, particularly when interactions happen entirely, or primarily online. By creating meaningful engagement digital experiences, these organizations can build strong relationships that transcend the face-to-face interactions. Instead, the relationship between the brand, product, and customer can become meaningful across email, phone, and video through fully customized experiences.

Dealerships and OEMs should be focusing on learning how to guide customers through these high-cost, emotionally-driven purchases. At the beginning of the customers’ journey, it’s important to understand the customer’s motivation for their new car purchase. Then, dealerships and OEMs can provide key unique selling points to help educate and influence purchasing decisions. Digital transformation is, for example, enabling the automotive industry to connect emotionally with customers through virtual reality (VR) and augmented reality (AR). These innovative technologies allow for virtual test drives to create a realistic experience for the customer to influence their decision.

In a recent webinar on how dealerships and OEMs can build customer loyalty, Matthias von Alten, VP of Management Consulting at Publicis Sapient, commented that, after the effects of the pandemic, the automotive industry needs to shift “from a focus on cars sold to customer loyalty orientation will be a crucial driver of success for the automotive industry. This does not mean just an “earn & burn” loyalty program. Future loyalty initiatives must cover the entire customer lifecycle and add value to each customer touchpoint, making peoples’ lives more comfortable and convenient.”

Von Alten explained how these old style incentivization strategies alone are not enough to earn customer loyalty. Instead, vehicle design and remaining on market trends will keep customers attracted and connected. Applying the customer-centric approach to research and development will help dealerships and OEMs remain at the forefront for their customers. Communication will also help maintain the long-term relationship with customers. By cultivating these relationships before, during, and after the sale, dealerships and OEMs can nurture loyalty.

Developing a deep understanding of evolving trends in customer engagement and loyalty will set a dealership or OEM up for success during this intense period of disruption. With 65 percent of buyers in the automotive industry being repeat brand customers it’s vital that OEMs and dealerships focus on customer-centricity and building brand loyalty. By integrating the in-store and digital experience, dealerships and OEMs can establish and strengthen their customer relationship bonds and provide the optimal experiences.

To learn more about a customer-centric approach in the automotive industry, click here.

Tags: AutomotiveAutomotive Industrycustomercustomer experienceDealershipOEMOriginal Equipment ManufacturersSitecore
Advertisement Banner

RELATED POSTS

Contributed Articles

Meeting the Expectations of Today’s “Everything Customer” with an Experience Platform

July 7, 2022
building relationships
B2C

Building Relationships and Trust with Customers Through Personalization

May 18, 2022
Improving Customer Experience
B2C

Brands Improving Customer Experience with Omnichannel Personalization

May 3, 2022

TRENDING NOW

  • a hand is used to identify target audiences by circling a group of people

    Brands Identify Target Audiences with AI Tools to Create Personalized, Relevant Campaigns

    550 shares
    Share 220 Tweet 138
  • Successful Public Relations Strategies

    499 shares
    Share 200 Tweet 125
  • How Customer Trends are Shaping the Automotive Industry

    835 shares
    Share 334 Tweet 209
  • How to Measure Consumer Attitudes: The Importance of Adaptive Marketing

    544 shares
    Share 218 Tweet 136
  • 7 Secrets for Mastering TikTok Marketing

    496 shares
    Share 198 Tweet 124

CONNECT WITH US

BECOME AN INSIDER

Get Modern Marketing Today news and updates in your inbox.

Strategic Communications Group is a digital media company that helps business-to-business marketers drive customer demand through content marketing, content syndication, and lead identification.

Related Communities

Financial Technology Today
Future Healthcare Today
Government Technology Insider
Retail Technology Insider
Today’s Modern Educator

Quick Links

  • Home
  • About
  • Contact Us

Become a Sponsor

Modern Marketing Today offers content and advertising sponsorships to leading technology solution and service providers. Interested in becoming a sponsor? Contact us!

© 2023 Strategic Communications Group, Inc.
Privacy Policy      |      Terms of Service

No Result
View All Result
  • Home
  • About Modern Marketing Today
  • B2B
  • B2G
  • B2C
  • Categories
    • Digital Transformation
    • Customer Journey
    • The Experts
    • Martech Innovation
    • Events
  • Contact Us