Mechanical business management
THE CUSTOMER EXPERIENCE: MORE ESSENTIAL THAN EVER
By Anne Bourgoin
The younger generation values customer experience more than any other generation. SAP’s Brain Everett pointed out at the Automotive Aftermarket Suppliers Association’s recent technology conference, “People are busier today coming out of COVID than they’ve ever been.” People’s lives have become richer—more things require maintenance, such as electronics and cars. Whoever is able to provide the easiest service to someone will get their business. “And that decision could come three months before I actually make that purchase, because my past experience makes me want to work with you from every angle until, for whatever reason, I’m disappointed or you break the trust.”
In summary, a good customer experience comes down to three fundamentals today: convenience, trust and relevance.
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