The customer journey today often includes a variety of devices and channels – and no two customer journeys are the same. Consumers that shop both online and in the dealership have a 30% higher lifetime value than those who shop using only one avenue. On top of that, companies that employ a cross-channel customer engagement strategy retain on average 89% of their customers. It’s imperative for dealers to provide personalized experiences across channels, especially in a slower market.
Primary Learning Objectives:
- Understand what customer experience means to consumers today and how to personalize the customer experience at scale.
- Learn how to create an omnichannel approach to meet consumers wherever they are.
- Learn how to orchestrate an end-to-end experience to increase overall customer engagement.