Dec 02 2024 38 mins 1
Discover what drives customer satisfaction in the automotive aftermarket industry as we welcome Chris Sutton, Vice President of Global Automotive Retail at JD Power, to Auto Care ON AIR. Unpack the intriguing revelations from the JD Power's Automotive Service Index (ASI) Study, and learn how personal interactions and seamless experiences are valued over mere pricing in today's market. With five years of data, Chris reveals how technology has paved the way for enhanced convenience through innovations like online scheduling and video-based inspections. The episode offers a thoughtful examination of how these technological advancements have shaped and redefined customer expectations since the pre-pandemic era.
Explore how the rise of mobile auto services is reshaping the industry landscape, especially among younger customers who favor convenience. As remote work and declining interest in vehicle ownership become more prevalent, businesses are prompted to rethink strategies that prioritize customer convenience and relationship building. We delve into the evolving methodologies of customer feedback collection, supported by AI and advanced analytics. Chris shares insights into the power of integrating voice of customer data with operational information, providing an edge in strategic decision-making. This episode is packed with valuable insights and trends, spotlighting the automotive sector's journey towards a more customer-centric future.
To learn more about the Auto Care Association visit autocare.org.
To learn more about our show and suggest future topics and guests, visit autocare.org/podcast
