2013 TeleTech Customer Experience Expectations - Automotive Industry

2013 AUTOMOTIVE EDITION CUSTOMER EXPERIENCE EXPECTATIONS 1Тоиг EXLECIS An infographic from Tele Tech about customers' frustrations with customer experience. After expressing feedback on social media to their automotive provider, Feedback what do customers expect? Nothing. An immediate response from the company 16% 70% Commiseration from friends 9% Compensation for your trouble 6% 100% - Quality customer experience 80%– can change those perceptions. In fact, it influences a person's decision to do business with a brand. 60%- 40%- How important is good customer experience in their decision-making? The customers have spoken and of automotive customers 20%- 54% said it's HIGH. .and positive word-of-mouth goes a long way in influencing their decision to use that company: 68% of automotive customers will consider a company based on positive word-of-mouth. 100000 00000000006 0000 D00006 0000000000000000 000 However, even in our ever-expanding digital world, most automotive customers 71% prefer to speak with a live person. prefer a live person proving difficult: ..BUT getting to a live person is 52% of automotive customers get lost in the automated service system which many liken to being lost in a corn maze. When customers manage to wade through the automated service system to reach an associate, their expectations decline: of customers in the automotive space want to speak to a friendly empathetic associate, yet 47% don't mind if they're inept. "You'll have to talk to And, when they finally speak with a contact center associate, automotive customers really my supervisor" 12% hate to hear these “scripted" phrases: "That's our policy" 19% リリ "Your call is important to us" "We'll have to get back to you on that" 31% 16% "Please enter "Please take our survey your personal identification following this call so that we can serve you better" number" 5% 18% Join the TeleTech community f TeleTech. ©2013 Tele Tech Holdings, Inc.