Automotive CX ranking only 9th out of 13 major consumer-facing industries
Just wrapped up reading a report on CX in the automotive industry, and wow, there's a lot to unpack!
First off, the industry is lagging big time in customer experience. Out of 13 industries, automotive ranks 9th for manufacturers and 11th for dealers in CX. Ouch!
Consumers want more: They're looking for a smooth, digital, and sustainable experience – and they’re not getting it. Automotive brands are seriously underestimating what matters most to their customers. Example: Execs think brand reputation is the top priority, but customers actually value ease of use and seamless experiences way more.
And here’s the kicker – nearly half of consumers are so unhappy with their current brands that they’re ready to switch. Meanwhile, mobility services (think Uber and ride-sharing) are scoring way higher in satisfaction.
The financial risk is real. Automotive companies could lose up to $200 million annually if they don’t step up their CX game.
But there’s a silver lining! Brands that do invest in improving CX can unlock major revenue – up to $70 million more annually. It all comes down to better data use, smarter AI, and a more personalized, end-to-end customer journey.
Bottom line: The automotive industry must shift its focus to post-purchase engagement and create a cohesive experience across all channels – or they risk losing customers fast.
What do you think? Leave a comment here with your own thoughts or get in touch with me directly via my LinkedIn profile.