This report focuses on the importance of dealerships in delivering the brand experience and increasing customer satisfaction in the automotive sector. The report suggests that by adopting a structured approach to developing customer satisfaction at key touch points in the dealership, OEMs can reap substantial benefits in terms of customer retention, cross-selling and new customer acquisition. The report outlines four steps for improving the customer experience: identifying key customer touch points in store, defining a strategy for improvement, establishing a global program for implementing the strategy, and measuring results. The conclusion of the report emphasizes the need for a structured approach to developing customer satisfaction in the dealership in order to effectively compete in the changing automotive sector.
